First of all, this should not happen with a game that was released more than a year ago.
And secondly, there are many ways to reassure customers, such as saying that they already found the fault and giving an approximate time for it to be solved. And to comply with it.
Announce rewards for the problems caused.
Why do people always want to make you as a customer feel like the villain, when the company we gave our money to does not deliver and is the one that should be working to keep us satisfied?