crypto casino asking me to resend tx hash even tho deposit page shows the same address

Sent in a crypto deposit and the casino's asking me to resend the tx hash even though the deposit page shows the same wallet address every single time. I've triple checked, the address matches exactly, no weird characters, and my transaction is confirmed on-chain with plenty of blocks. Their support says they can't find it unless I give the hash again, but I've already sent screenshots and the actual hash itself.

Not my first time on this site, but first time running into this. Doesn't it seem odd that they wouldn't just track by the wallet address, especially since it's not a unique one-off deposit address per user? Am I missing something obvious here? Anyone else deal with this and actually get it resolved or should I be worried?