It might sound weird, but that's the truth. A support agent can give you the wrong information by mistake or they might not be aware of a recent change to the rules or the terms. In such situations, it's the info in the T&Cs that are valid.
Ideally, support should always be aware of any change in terms and rules and if there's doubt they would clarify first before sending a message.
On the issue of allowing VPN usage, it's pro-privacy and in line with the casinos desire to allow players enjoy the games anonymously and securely. This has been working fine till now, and I expect it to keep doing so. I don't think it was advertised as a way to circumvent restrictions, but as a privacy feature, so anyone from a restricted country playing on Playbet.io understands that they are breaking the terms (which everyone should read before playing).
The act of not accepting kyc and allowing players to protect their personal information is forward thinking, just has to be properly managed to work properly which the team has been doing so far (to the best of my knowledge).