will be able to report in this thread
will be able to report in the section of scam accusation
with that the people of the forum will be able to follow each case how long it took or will take to be solved or how many cases are not solved
You aren't wrong that adding this forum to their link helps also their platform to have a place of community and a place where they can get ideas/issues from. But if adding this forum would just be meant to be their primary platform where problems will be settled or taken care of, then they might rely on this and not have their own standalone customer support system -- in which is way better than using the forum. How come it is better? If the accusation or the problem is made by a newbie / brand new account, they might not provide valid evidences as they aren't familiar with how this community works and how issues must be submitted -- which is a common thing that happens in scam accusation board.
Hence, regardless if they add the forum, they must still have a sector of devs exclusively for the customer support if they want to expand their system and make it a user-first platform.