While I agree, all cases need to be researched by the team as you will always have some legitimate cases. Costumer service is service underrated but so important for any company. I just checked trustpilot and to my surprise, they score extremely high over there: 4.7/5. Never seen a casino so high as most of the times, you will have more complaints than positive reviews on there.
That, and let's be honest here, Roobet has a really great PR marketing team. I follow them in all social medias and they have one of the best people behind their social medias. Not really a lot of crypto casino I know that are actively engaging with their audiece.