Yeah, don't know why they not stick with live support chats.
IMO, don't have enough time or space to download and go there. IMO, they want people to join the community too for their casino but don't realized people are just want to visiting the casino and not want to hang out.
I think would be nice, everything are on the site no need to go into discord for any case or problem.
It does not like an initiative to cut their business operational cost but I guess the team saw Discord has more features and better organized so that they see Discord is more helpful for support and also beyond that like announcements and discussions, interactions with community. There are barriers like not all people use Discord and any change in Customer Support line from on-site to third party platforms like Discord can make inconvenience with some users.
They maybe decided to do this migration to Discord in a severe way in order to force their users moving to Discord. If they maintain on-site support, it's likely that many users will continue with this support line and don't use Discord that can affect the company's strategic change in communication with community through Discord.