I have been reading other similar cases on different casinos, and the response from the customer support is usually the same. What I find that is common in all the cases is that the users were not aware of the Tos, they assumed everything would be fine since the casino is legitimate. With the everyday changes in policy regarding cryptocurrency, it is important to carefully read the TOs and watch for new information concerning any changes they may have made regarding kyc and withdrawal.
By the way, Change of the terms of service is something that is not isolated to the industry of crypto casinos or gambling.
Every time Paypal, Google or Steam has a major change in the Terms, they usually send emails to their clients, and let them know that if they continue to access their services, it would be assumed the client accepted and would comply with the new terms and conditions.
In general, It is obvious that companies reserve the right to change their ToS and may or not notify their clients, all that makes harder for us to be up-to-date with many aspect of the platform.
If people already do not read the ToS once, it is harder they would several times to verify iterations.