I agree. I don't buy the argument from the OP, I don't condone her attitude, and I believe there's more to it. But when it hits the forum, becomes a public issue, it's nice to know what the actual issue is.
My guess is that this is a typical case of someone using multiple accounts, phoney IDs to collect some free chip. Being rude to customer support is one thing - and it happens, but if you are providing false IDs and pretending you are someone else, that is entirely different.
Speaking from experience, casinos don't boot players for being rude, they put up with it. When players cross the line from rudeness to abuse (name calling, using profanity, etc.,), then these players will usually get the sidewalk treatment. And even so, players are given a refund.
From what I understand this is a "free" chip, so there is no refund. But as we can see, it's not a case of being rude, it's a case of (presumable) fraud.
I'd like to hear from the player - some explanations would be appreciated.