It's still incompetence. There was a glitch in the software, and the problem was that the casino developed "tunnel vision" in dealing with the problem, taking it for granted that the player was at fault for providing the wrong details, and being in denial about the need to look for a "bigger picture". Through the entire process, their efforts were concentrated on getting the player to provide them with the correct details, which they did again and again. When the wire failed again, they jumped to the conclusion that despite their protestations, the player had not provided the correct details.
The break ONLY came when finally an email was more specific about the problem, which was NOT a "wrong SWIFT code" as they had been saying, but a missing "bank code" due to a glitch in the software which became aparrent when the email named the specific piece of information that was "left blank". Even this was done in an accusing manner towards the player, as though it had been their fault all along for ignoring a required field, when in fact it was the software.
It took a screenshot of the filled fields to make the CS aware of the real cause of the problem.
The screenshot of the same page from 32Red shows no missing field, so this is not a Microgaming problem, but an implementation issue specific to Roxy Palace. This might explain why there have not been hordes of similar complaints from Aussie players at other MGS casinos.
Maybe this is the first time an Aussie player has requested this specific method of payment, so the first time this error has occured.
It also shows that the CS did NOT act on the emails and enter the details as promised to the player, else they would have spotted this glitch first, and would have seen that a field they needed was missing in the software, and not available if entered manually further down the process.
This tunnel vision has cost them a 3 week long public thread exposing how poorly they handled this particular problem.
Next time something like this happens, and a player swears the details are correct, and has confirmed this with their bank, start looking for a wider issue, rather than concentrating on the player confirming over and over again that the details are correct. Also, be more specific when saying what is wrong, rather than saying something generic that only serves to deflect attention away from the real problem.
Part of the problem may be that it was not escalated far enough up the chain to be dealt with effectively, and those dealing with it did not have the expertise necessary for figuring out what was going wrong.
This is a case of the player knowing more about the software than the casino operator - I've been in this position too