why do some online casinos let you chat with customer support instantly

so i keep running into this - some online casinos have a chat box that connects you with support in like ten seconds, and others bury the help option so deep you gotta write them an email and wait ages. there’s gotta be some reason behind how fast they make themselves available. i mean, is it because they get more whales and wanna keep the big spenders happy, or does it actually work out better for them cost-wise to keep things instant? to me it’s like, time you spend waiting is time you could be playing - or just switching sites.

for me, the value of quick support is kinda like a bonus, since if my withdrawal is stuck or my bet is glitched, every minute costs potential action elsewhere. might be just their way of keeping the rake going. anyone actually gotten better comps or promos just by being chatty with support? i feel like sometimes it pays to just hit the chat and see.