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secondly, there can be some mistakes on the house side
you can't call it a mistake if it was being done deliberately.Yeah, but, how do you know? How can you ever know, was something done deliberately or not? Especially, when it's a big site with tens of thousands participants, I recommend always waiting several days before jumping to conclusions.
how do i know? because the "mistake" in their provably fair system was brought to their attention before but they ignored it, they only fixed it when too much attention was on it.
These days they may even not be aware of some mistake in their code which causes problems for users.
there is absolutely no way it was a mistake, a developer simply can't make a standard provably fair system with so much documentation on how it works to be not provably fair by "mistake".
Also, you can be chatting with a bot and think, it's some person they hired is giving you some stupid answers.
this is true (sometimes), but if players can't trust the info live chat support gives, what's the point of having one.