They also reward the most active chatters in their chat they have 5 channels on Telegram and it serves the members' needs when it comes to communication.
I have no doubt About what you say, you really say what it is , but I say it Because in an Internal forum you have control of your community, how many there are and how many are Willing to defend your project, you know who are more loyal and they know that their Own Members are worthy of growing the community, a Strong Community when you tell them that they want more people in a casino they are capable of getting even their own families to play in a casino, Because I Myself have seen that "fever" that is given by a platform , of course it is an idea, but I Know that a Community from there you can get clear numbers with who is really Counted on.
I also don't think that there is a need for extra effort (creating a forum) when the current existing chat platform has already accommodated the tasks for community communication. Imagine, creating a forum needs an admin and moderator. The casino needs to hire another set of people or add an extra workload to their existing staff. This mean more expenses for the casino platform side. Besides, creating a forum does not inspire client loyalty and does not create defenders. Whether the client and players become loyal or not depends on the platform's kind of service. If the casino has shown that they are really reputable, its players and clients will defend it even without an internal forum.
I believe communicating with their client and players on Telegram, enabling them to express their thoughts without censoring them and entertaining their inquiries and concerns is enough to show how the casino values its community.