Of course, part of branding or besides branding is to address every complaint that comes along; branding is useless if there are unattended issues or legit complaints that failed to be addressed properly, so branding to be reputable should be the first goal and concern of every platform, so far with Hunnyplay they are good to go I hope they launch their campaign to leap branding their platform.
I can agree with your opinion because for proper Branding a Online Casino the first requirement is to gain the user's trust and that will brings the reputation for that casino.
And how a casino can gain trust, that is - first of all, solving the complaints of users seriously and at the same time building up an active community and launching the campaign that you have mentioned plays a big role in this regard. As I already seen that hunnyplay.io have also past role in the signature campaign on this forum and I seen they they also have future plan for it.
It is pertinent to note that reputation and trust works hand in hand and as such are very vital, important and a focal point in business to always keep customers and clients patronising such services. OP has been very much active here which has given the casino a good trust level of swiftly responding to customers questions or complaints as the case may be. Not just that alone, customers inputs and opinions shows that their voices are heard which gives them the sense of belonging and satisfaction from the casino.
With this, approach by the representative, the casino already gained the trust of the community because they would feel comfortable visiting the casino to patronise their services because of the satisfaction and comfort they derive from customer care service which is the representative here doing his work accordingly. This alone would make a good reference for the casino to other players.
With all these haven been said, hunny casino has built their reputation by making sure they deliver their services by rendering 247 customer care services here and also, gaining the trust of the community for their swift response and transparency in the course of rendering services.