Asking cashout while this feature is not available even if the bet is not started yet is not support mistake. You are the one who placed bet while cashout sometimes not available on some matches so you should just hedge your bet in able to recover your bet your minimal loss instead of waiting the support to process it until the match started.

It’s not right to blame the casino on your mistakes together with all your concerns here. I have bad experience too on this casino in regards with their bonus but it’s unfair to accuse them for your own mistake.