They do not care about losing their customer base, they used to care about being bigger, but these days LL keeps on ignoring the business which is a clear indicator that he doesn't want to deal with this anymore.
That's a real shame if it's true. Bitvest and 777coin are two of the legendary bitcoin gambling sites. If the payouts have decreased recently, that's obviously a major red flag. I'm not sure what the best course of action would be here. Bitvest has been around for a long time and has a pretty solid reputation up until now, but one slow down in payouts might just turn this into a dead site.
Maybe it's age, maybe it's health, maybe it's work/life balance, whatever the reason is, maybe it never really made that much profit to begin with? All in all, one thing is clear which is the fact that owner doesn't show up as much as he used to, and he doesn't care about this place as much as he used to, meaning this place will get worse and worse, not technically, but for people and there will be lesser and lesser amount of people here.
Maybe he should consider leaving the job to someone else.