I disagree. If you place a bet knowing you are operating outside of the TOS, you forfeit all right to any winnings.
Unless casino has some solid proofs (or confession) that someone broke their ToS it is "our word against yours". Don't just rule out false positive results of investigations, seizing funds based on suspicion etc.
For that reason as well I don't think these businesses should be providing any extra information regarding their processes. They are either a trusted site or they aren't. This doesn't mean they shouldn't respond to complaints but people need to either believe them or not based on what they provide and act accordingly.
There is one bookie who become highly untrusted because they never gave information about how they caught cheaters and most accusations and seized funds came from multiaccounting and breaking ToS. If you take a look at this scam accusation
https://bitcointalk.org/index.php?topic=2160655 you will notice that it is equally the same thing which happened with sportsbet recently, only difference is that sportsbet responded to accusation literally not providing any information and 1xbit didn't respond, at least not in public.
Here is another scam accusation
https://bitcointalk.org/index.php?topic=5267433.msg54967870#msg54967870 which reminded me of this case, player is accused of multiaccounting and accuser said "they sent funds from casino to friend and friend made deposit to the same casino".
Why is it OK for one site to do this and when another one does the same thing they are scamming their customers?