So...
I'm pretty sure that my satirical, educational, metaphor-esq, response was warranted... but just to check:

I'm having an issue with an online gambling platform... I'm in the USA-- recently several states allow online gambling. This specific one is a huge company so extra careful about proxies etc. To play via browser\desktop you need to install 3rd party, constant, network verification software... network architecture pro with my company's network, manually written ofc, running my static IPv4 /28 from my home = f that
app version even told me i had to uninstall rustdesk (it thinks i obeyed)

the issue is nothing controllable from client side... it's the same problem regardless of device, os (android phone, tablet, and iPad... fresh factory settings, bare bones and container versions... yea I was using it to procrastinate), network type, etc, etc

so i finally take the time to take a video of the issue (would be super confusing via screenshots)... even compress it to 1.5x speed and 240px, leaving the full screen (not cropping) and metadata intact. I point out that im a dev, and even worked for online gambling platforms...

i quickly mention all the noob troubleshooting bs, that i literally know every bit of data that moves on my network... that this issue is identical on both an iPad and android phones (so totally different apps\OSes)... the "live support" already tried(my req) totally deleting then reissuing the problematic promos... 'deleted' one persisted...etc

I clearly lay out all this info, even suggesting they forward it to someone in tech... give them the specific model numbers and OS builds of the primary devices(ipad and android phone)

...

I get back, an equally long, form response... summary:
we r soooo sorry you're having trouble
we care sooooo much about your\customer experience!
the tech team says (heavily implying it got escalated\forwarded) if you try these things itll fix it:
*imagine every generic troubleshooting guide from the early 2000s, plus a few notes like "(smartphone)"*

...and i shit you not, it even gave instructions to restart devices, power-cycle my modem\router and clear my browser cache. (all clearly nonsensical to anyone who read my initial email with a vague knowledge of English and/or tech)

Despite only having 1 valid hand to type with, i type nearly 70wpm (on my prefd keyboards)... so I lectured them, explaining their disrespectful bs clearly... and including a dumbed down metaphor relating a friendly request for a specific salsa recipe using\not using specific available ingredients... and replied to with a children's description of what a tomato is.

Explicitly gave a second chance to actually read the initial issue\email and forward or respond appropriately.

I was way more polite than my depiction seems...too polite.

soooo... i sent an additional email response...
i changed the subject so it'd still align with their ticket system but also identified the rep, with heavily implied disdain.

the contents of the additional response:

Dear 'Mary',

It seems that I forgot to include a very important resource for you.

I apologise. Please follow this link and complete all steps\levels. I want you to have a great online experience!

https://bestdosgames.com/games/...

Best Regards,

Sara Range

things like the "Best Regards," are artifacts of their formatting.

so... im not sure if i was too much of a dick, not enough, or if it even matters because it may go over their head.

opinions pl0x?