They have sent a mail to me from
"[email protected]" without the DKIM signature. So, it doesn't prove anything about OP's legitimate IMO. According to the OP, he is in charge of the advertising department and the mail mentioned above not belongs to him but controlled by his colleagues. Furthermore, he will ask his colleagues to resolve all the issues. I am not satisfied with their answer at all. So only one solution as already @yahoo62278 said. I just want to add few more points below. If you really friendly enough to solve the issues, then you should go with the below processor.
1. Create a resolution team with multiple DT members who are experienced with gambling. Probably you will have to give some access to the website if you deny paying for a better resolution. (But I don't think someone will give you free service)
2. Escrow funds with multiple trusted escrow on a multi-sig wallet. So they will pay to the victims once the resolution team approved. I don't think escrow 10
BTC is a big deal for 1xbit. For a easier solution, just solve the all issues raised on your support.
I am sure it isn't going to happen. But at least you can resolve all the issues raised on the forum very easily.