The inconvenience caused by your team's incapability is really alarming, and it's going to give your casino a very bad name if you don't fix this as soon as possible. This forum doesn't create room for scammers, as you can see there are already a few red flags on your profile.
Yes, of course they have to solve any problems and accusations against their casino because flagged accounts will be hard to trust again in this forum if all problems and complaints are not responded to properly, this forum is too strict so anything that is marked as a fraud will be difficult to get his good name will return unless he really responds and solves all problems.
I'm still watching the development of this site, I thought I wanted to try my luck on this site by making a small deposit some time ago to do a test run, but after seeing complaints from the community and the OP's profile account being marked, it's a bit dangerous to try it now, maybe it would be better better wait until everything is safe again.