It is true that a reputation can be completely lost simply because of one mistake, completely by a casino, which becomes publicly known and generally arouses in the reader sympathy for the player and at the same time indignation towards the actions of casino managers. The example that you recalled is perhaps one of approximately such cases of loss of a good reputation, which, by the way, it took quite a long time to earn.
You are right about reputation, in fact there are several casinos that always try to start over with a new direction to regain their reputation, and most of them do not achieve this, so far that is what I have seen, of course I say that when a casino loses its reputation the Community , if it is large, helps it to move forward, but if the casino does not do its part, then things are lost, but it is very sad that a casino that has had a great responsibility with its community and its reputation loses it so Quickly, then it may be that second opportunities are given, but the casinos should take advantage of them very well.
Reputation is not a quantifiable term, it is rather qualitative, that is, Casinos are not exempt from complaints, the issue is how they resolve the grey areas of their ToC. The other problems are a standard for any casino, so solving them should not give a benign reputation at its convenience.