This is a bug that's been fixed for 1.1, but CS is able to do a quick back end fix when you have that screen. Unfortunately it looks like the agent you got didn't know about it, so I'd resubmit your ticket if I were you.
It's backend issue that has to do a lot with reverse-engineering code that's existed for years. I'm not saying it's impossible, and I'm not even qualified to say that, but I know this is something that'll take a long of time to eventually achieve--though I wouldn't rule it out.
This is not a graphic design thing. It's a system thing. The latest upload of animated players photos broke the GIFs in the game, and we don't know when it'll be fixed. Late last week, we just reverted them to all static images, but I'm not sure to why everything just decided to turn white.
I had absolutely no time to myself last week as I had another duty to handle and it took a full week of prep from me. If you wanna DM me the details about what went on, I'll get to our in-house agents to see what happened.