Rollbit has a good reputation which they have built for themselves here long before now but these sudden complaints coming these days baffle me a lot.  Is it that team changed hands in leadership or so, it is only when such happens and incompetent hands take over the management of a system with an entirely new policy that affects the structure entirely. Because from the conversation I had read, I see no basis with proof on which they had accused op of. From the conversation, one could tell something was not really well with both parties involved.
Just as the others have advised OP I will join force too to tell op to chat with their representative here