In the past they’ve said FreeBitco.in is a 2 person operation with some assistance in marketing and coding. TheQuin also handles other duties so customer service is only a part-time thing. For a website whose user base has grown massively reaching tens of millions of people each month, according to Semrush, it no longer seems reasonable to rely on such a small team. For a company to give away lambos every few months it clearly shows they have the budget to invest more in their support.