One thing that the team can learn from this - resolve any issue in prompt manner, whether small or big one to avoid negative criticism from the community. A simple problem should be resolved fast so their rep here should be active also in engaging with the community. A fast resolution can go a long way because it can attract patrons. If they are seeing that the team is active and no existing complaints on their site, they can surely earn more loyal players on the site.
We don't joke with any valid complaints against us as we try to fix things up and give our customers the best experience ever. We were in constant contact with the affected user through his DM until we came to a conclusion. The rest of the forum can be certain that we're here to serve you in the best possible way. All complaints will be handled until the issue is resolved.