Site has been a shitshow for the last year and people should research before investing in something. Maybe you did, maybe you didn't but however you came to the decision to invest some money, you need to start doing better or more research before your next investment.
Probably, he did his research. As he said, he has been using their website for the last three years. I would say their service was pretty good three years ago. We have been seeing complaints against them for a year, maybe. However, they were one of the oldest online platforms, and people relied on their service because of that. I do not use their service anymore, so I am not sure exactly when the problem started.
We saw more complaints a few weeks ago but those were solved. Given that they were trying to solve all the issues, I hope this user will eventually get his funds if he can get attention of Freebitco.in's support.