I personally think that if a representative of a gambling platform is active in the ANN thread in gambling communities or forums, then in addition to increasing the reputation of that casino, that casino will also get good positive marketing from users or community members, which they would never get if they only had a support system.
And besides, there is a huge difference between reporting a report in a support system and a gambling community like bitcointalk forum, and reporting it to live support inside the casino. Of course, the importance of response is always high in this place.