... but the fact remains that casinos do not like to hear complaints from their customers.

IGT needs play on their machines to sell them to their customers (the casinos). The casino's reaction to unsatisfied customers may well be to remove the burr under the horses saddle that's causing the complaints and do away with the product all together. No product, no more complaints.

A dramatic downturn in play on the machines leads IGT to discontinue the machne for the tokens due to lack of interest on the part of the end user (players).

It's a very slippery slope.