This one can't and shouldn't be overlooked as I've also been one strong person advocating for a better customer service in gambling platforms.
Over the period and time I've spent over here on the platform, one of the major anger of gamblers is an irresponsive customer support system and I also support the fact that casinos should rather invest more in getting an active customer service system before going dullu into marketing as one thing is sure in gambling that customers will always have something to complain about because most times customers don't have the patience to read the terms and conditions of a company before jumping into it.
Without a doubt the customer support from casinos could improve significantly and it is an are of opportunity for most of them, however we need to also understand that some casinos have grown so fast that it is impossible for all the departments to keep up with such growth, so while the departments related to marketing and the security of the casino receive a lot of attention, the customer support is neglected and it is not until things breakdown when the casino owners begin to think about fixing things up.
you know, it is not only about casinos, it is an approach one can find in many services on the internet which have become popular in a relatively short period of time. This is my theory on what happens:
The casino starts with a fixed number of staffers in each department and when the number of gamblers increases a lot, then in the minds of those in charge of the administration, it makes more sense to improve the servers, the general aspect of the website and increase the security of it.
The approach is:
"Let us improve all, so no one will have a problem and noting can go wrong with our new user base". That way the customer service department stays almost the same, because it is not expected to face an increase of problems caused by the web itself and the interactions.
But in reality, it is a matter of statistics and human behavior that there will be always more things to solve when there are gamblers/clients to carter.