Hey, something that may help, both prove that it's not your fault or in the event that it is, help locate the exact issue, is to update your error reporting to include some of the stacktrace, it's not something that will make any sense to the end user, but when they report errors it can be an absolute confirmation that it's not a development error, or provide you the exact location of the issue when it is a development error.
I don't know what logging framework you utilise, but most of the standard ones allow stacktrace reporting when a fatal error occurs. This would cover your bases & make the debugging process much easier on you.
Sorry if you already knew that, best of luck with your game.