If their representative focuses solely on social media, then they should assign someone else to participate here. I mean, they open the thread, they start a campaign, thus having an active representative it's mandatory. At least for me. Plus, people want to ask things or propose new ideas and make suggestions, as you said. It's always beneficial for any casino to have a person interact with their clients in any channel, and not only on X.
They can completely leave the forum if they want but it's different than still running their campaigns here while no longer have official representatives to engage with forum community discussion and even handle complaints or support request from users.
I very agree with you that casinopunkz needs to reconsider their approach and at least appoint one representative in this community. They hired and have a signature campaign manager, and I think if they want, they can deal with the manager to be their representative here. It's not automatically done but must be negotiated with the manager.