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A card in MTG Arena isn't working correctly, but their staff contacted me and said it's working as intended. Can I get a second opinion from somebody who knows the rules better than me?

Posting this in the main sub because it's a rules question more than a post about magic arena.

I had [[Smelt-Ward Minotaur]] on the field, and I cast an instant. His no-block ability went on the stack, but then my opponent countered my instant (not the ability). The ability fizzled as well. I was under the impression that a cast trigger doesn't care if a spell resolves, only that it was cast in the first place. So I submitted a bug report through mtga's bug report website.

They responded with this:

"Hello,

Thank you for contacting Wizards of the Coast Customer Service. I am sorry to see that Smelt-Ward Minotaur's trigger on casting an instant or sorcery card isn't working. The opponents counter-spell causes your spell to basically fizzle which then mean Smelt-Ward Minotaur's action doesn't happen. That's a sweet card, I'm sorry it didn't work as you had hoped it would."

It sounds to me like they're saying the ability is supposed to fizzle. Is this true? Or am I interpreting their email wrong? I just want a second opinion before I email them back so I don't look like a dingus.

edit: I asked them to clarify and their response was:

"Hello,

Yes, the stack order would be Counter to your Spell, which would nullify your casting which wouldn't trigger the Smelt-Ward Minotaur's ability. I’ll be glad to help you further if you have any other questions or concerns!" So they definitely think that's working as intended.

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