Resolving an issue or some serious issues is not help to increase their trust or reputation. The best way to defend and increase reputation is don't create issues.
Taking proactive measures is always better than being reactive but no matter how good or trusted the casino is, there will be issues with the customers from time to time and a good casino will resolve them honestly. Also, it matters a lot as to how fast the customer service of the casino is. The players will always create tickets / issues and the casinos will focus on resolving them promptly.
I did not believe FreeBitco.in will turn to a scam site after 11 years of operations but they will need to check their business operation very carefully and find what need to be improved internally. Even they are not scam, incidents like this are not good for their reputation and they will need to avoid it in future.
Well, freebitco will keep serving gamblers for many more years, but this does not mean that we start trusting the site too much and keep a lot of money deposited. Even if the site is trusted, there are chances of hacks and other stuff, beyond the control of the gambling site and one should always keep such possibilities in mind. There is always some sort of risk when you are gambling at a centralized site.