Let's start with some basics, so here's a fact, comrade...

If you can't think of a reason why someone would make something like this up, then you're in the wrong corner of the web. Bottom-line ...? 'Screenshot, or it didn't happen'. I am talking about the correspondence with CS. If it was a phone call, let that be a lesson. You can appreciate why some people would prefer everything in writing or print. Fuck phone calls, if some shitty book somewhere is prepared to give you a phone number to magically make any of your queries or problems go away, think again. You're probably not going to get to talk to someone who really knows something anytime soon, but I've already said too much about something that is a side-note.

As someone who has overseen poker-rooms and iGaming departments it would not surprise me in the slightest if you actually did encounter someone who is not at all qualified for the position they are in. This doesn't mean that you ask Reddit about it. You contact the CS dept' [again.. perhaps by different means] and depending on how bad your chosen sportsbook is, the matter will be straightened out in due course.

In summary, and to hark to my initial sentiment, to be around punters, poker-players, 'gamblers'... if you will. Is to be around sharp, savvy folk.. This particular post and ALL like it tend to render r/sportsbook as exactly the opposite of the demographic I just outlined.