I'm not going to be advocate for Freebitco.in, but I don't think that's angry rants about website is crashing or turning scams isn't needed. I'm not saying that people can't discuss about problems, opposite, they have to talk about, but sometimes they exaggerate things too much.
And considering that Freebitco.in have over 50 million registered users (question how many of them is active), they don't have enough staff for so many people. I'm trying to imagine how many support tickets they get each day. It would be great if they would hire more staff to work, but it's not up for me to tell what they should do.