I think it is much better if you could somehow work it out one way or another. This means that contacting customer support is the best way to do it because they will be getting the ticket in their system that way and can't close it until it is solved, and that's what they will aim at doing, so you will get help.
The team can respond towards it but think he might be just putting false allegations against them judging from the trust ratings but yeah the last information and decisions depend on the team and I doubt they would do anything wrong unless some users abuse the terms.
Rollbit as we know it is one of the most reputable casino on this forum, and going by that status, it is imminent to know that or rather have the assurance that the cant unjustly abuse a gambler for no reason, any user with any kind of issue can freely contact their customer care, they are always available to answer to every ticket, even though the time and frequency they answer to every ticket differs depending on the complexity of the issue or problem brought before them, and also depend on the number of tickets they already have open and responding to, so every customer reaching out to this customer care should always exercise patience just in case getting answers seems to be taking some time.