Hey Colin,
I know what you mean. However this is one of those "basics" that isn't really used all that often if everything works right from the Casino / Game Provider side of things. I honestly believe that the agent, who I do have to say only started around a month and a half ago, sincerely believed that this is a provider issue rather than an "operator issue". However I do believe she could have gone that step further of saying she will report it to our Casino Team to pass on the information.
I'm sorry to say but I feel like the agent is being targeted for an unjust reason. Could it have been handled better? Definitely. But please don't accuse us of trying to neglect our responsibilities to our users or to our Licensing Authorities. Immediately after being notified, I've messaged
@tiger590 and have dealt with the issue privately. I do hope she writes her feedback here but that is not my call.
I also hope that anyone else that has been effected by this issue to contact myself or customer service at their earliest to have it checked out.
Kind Regards,
Tyler