If customers ask support, they will definitely be answered whether this is a problem or just asking about other info.
Are you sure if it affects the business and becomes a problem? What is the basis of the problem when customers ask support?
One possibility on top off my head: if a customer support ended up giving a wrong answer then something goes wrong with the player's account and took some time to get solved, there's a good chance the player in question could rant in multiple gambling communities 🤔
I honestly think support can be a hit or miss too in most services so I'd cross-check stuff on the fine print as well. I'm not sure if I'm the only one but a lot of platforms have a good number of similar clauses so it has gotten easier for me to check fine prints as I've seen several of them.