What they need to do is hire a Community Manager. Having communication with the fanbase and active moderation (as opposed to drivebys from the botmods) does help.
To me, the best way to handle a gaming forum is to delete posts that go too far, temp ban people that go too far and perma ban repeat offenders. Do that and your forums will become as hospitable as a gaming forum can be.
Another suggestion would be to create a forum where players are allowed to trash talk each other and get it out of their system.
I miss the days before political correctness and "internet bullying." Some of the most fun I've had in gaming was trash talking other players on the Ultima Online forums back in the late 90s and early 2000s. Best part was, people looked at it as gamesmanship and I can't remember anyone taking it too seriously. We're raising a generation of wusses who can't even handle some trash talk. That should serve them well in life.