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.
I think their job should be to shoot down any type of fake allegations against them as well. If someone comes here and talks about them like they are doing something wrong, rollbit has to come up and say that they are not doing anything wrong and they are doing the right thing at the end.
I believe that is the most important thing and we should not be really caring about it at all when someone just comes in and complains, we should be only to care about it when there is a proof of it. Unless someone comes with a proof that they have been wronged, then I am not going to believe them. Some people just come here and talk, I can write anything I want as well, I can say I am actually Joe Biden, would you believe me? We need either proof, or no need to believe.