Why you can’t trust all casino reviews on Trustpilot

A good reputation and a positive word-of-mouth message between customers are crucial factors in whether businesses succeed in the short and long term.

Therefore, it can be devastating for a company to get negative reviews on popular review sites such as Trustpilot.

Overall reviews and total ratings become more accurate when a specific company receives a large number of feedback. But what happens to online casinos when the sample is small and particular groups have an incentive to criticize a company through these forums?

For example, there are rings of players who look for casino bonuses to exploit and then collectively write bad reviews when their withdrawals are delayed while the casinos investigate these proceedings. Are these reviews from bonus abusers that have been caught neutral and fact-based and do they add value for the reader?

Let’s take a closer look at why you might often need to take some reviews with a pinch of salt and what to look out for.

Trustpilot can be a great tool to weed out the good from the bad but you must know how to use it.

What is Trustpilot?


Trustpilot.com, established in 2007, is a stock-listed company that has gathered more than 100 million customer reviews worldwide for various industries and companies.

Nearly 1 million new reviews of businesses are posted each month on the site.

The company makes money from businesses that wish to receive more advanced services by paying a monthly fee.

What’s wrong with casino reviews on Trustpilot?

What does it take for a customer to bother to leave a review on Trustpilot or other review sites? Especially a review for an online casino, as most players don’t exactly want to brag about gambling online.

Usually, it comes down to two things:

  • You had an exceptionally positive experience at a top-rated online casino.
  • Something has angered you to the point that you want to warn other customers from using a specific site’s service or using it to buy something.

When playing online casino games, we expect a few things to run smoothly:

  • The games, to be fair.
  • The casinos need to be properly licensed.
  • Withdrawals are to be made fast without any hassle or delays.

Which reviews to look out for?


One sure way for online casinos to mess with players and, make them unhappy and create bad reviews for yourself would be to delay withdrawals.

However, doing that would be equivalent to shooting yourself in the foot, as there is nothing good coming out of it except earning yourself a bad reputation and ensuring that your customers won’t come back but instead look to play elsewhere.

This is why no serious online casino will ever choose to participate in those kinds of patterns systematically, as purposefully delaying payment to customers makes no sense.

So, when an online casino receives a large number of negative reviews about withdrawals, you need to look for a few things.

Examples of dodgy casino reviews not to trust


If a fast-paying online casino seems to have earned itself a positive reputation on review sites like Trustpilot and then suddenly is bombarded with negative reviews about withdrawal requests, it is time to look at the details before concluding that these sudden reviews are accurate.

Did the online casino suddenly receive an influx of 20, 30, or even +50 negative reviews regarding withdrawals within 2-4 days and out of the blue?

Have a look at the dates of these negative reviews and the number of previous reviews that have been given.

If the previous review count per user is low, combined with the tsunami of negative reviews being added on the same or similar dates, you can conclude that these reviews are most probably fake and that the group of people leaving these reviews has a hidden agenda.

Why would an online casino receive fake negative reviews on Trustpilot?


It’s simple. Abusing or taking advantage of casino bonuses is lucrative for specific groups or organizations. These are also called “bonus rings” or “bonus abusers” among online casinos.

These groups calculate the “value” of certain online casino welcome bonuses and then add a mass approach to the calculation to conclude whether it’s worth their effort.

An online casino can then suddenly see a sudden increase in new depositing customers over a few days or even weeks. While casinos want as many customers as possible, the initial positive response will quickly turn sour as they detect that this new flow of players is up to no good and there to exploit the casinos’ offering.

There can be hundreds of new player accounts that use the same patterns: depositing the same amount and then choosing the same game, where they bet with the exact same stake. Once a bonus is wagered, they stop and request a withdrawal.

By now, online casinos are in a bit of a predicament as they might be losing a lot of money while these new players who are part of the “bonus ring” technically haven’t done anything illegal except find loopholes to take advantage of the situation.

Welcome offers at online casinos are there for “normal” players to give them the incentive to sign up, deposit, and try an online casino with a match deposit amount, free spins, or both.

However, when the incentive is mass exploited, the groups can emerge as winners, although casinos have certain wagering requirements before a bonus can be withdrawn.

What did the online casino do to create such a negative reaction?


The online casino has detected that it is being bombarded with these up-to-no-good players looking to exploit its welcome bonus intended for “real” players. The increase in new depositing players is unnatural; the group of players deposits the exact same amount and follows the same player patterns. So, now what?

If a player account hasn’t violated any of the terms and conditions, the last resource the casinos have to scare off bonus abusers is to delay their withdrawal requests.

They do this by creating extra hassle for these accounts by asking for more than usual documents and delaying the whole process, which will frustrate this group of players.

After that, the group goes to review sites like Trustpilot and starts bombarding the companies section with negative reviews.

It can be argued that these aren’t fake reviews, but normal players would not receive the same problems with their withdrawal requests, so the company gets an unfair overall review score that doesn’t reflect reality and the treatment a standard user would receive at this particular casino.

What can Trustpilot do about fake negative reviews?

Trustpilot and other review sites’ business models depend on people sharing their experiences by leaving a review score and comments on their websites. 

Therefore, it is challenging and delicate to pinpoint when a review is real or fake.

How can Trustpilot keep its independence and overall trust if it starts removing specific reviews that don’t fit a company’s agenda? -They can’t.

So, all these reviews stay there and are unfortunately used as an extended tool to put pressure on casinos that are giving them issues.

Other types of Trustpilot casino reviews you should ignore

No one enjoys being on the losing side when playing online casino games, but unfortunately, they are all designed so that the only sure long-term winners are the casinos.

While the Random Number Generator (RNG) algorithms ensure that all games are fair when playing on licensed online casinos, you might sometimes feel like it’s impossible to win and that you quickly lose your deposited funds no matter which slot you play. 

These experiences can sometimes be seen in the Trustpilot reviews, as the players blame the casinos for their bad luck. 

These are often short reviews with a 1-star rating followed by a short description in written caps like:


As there are no strategies that increase your chances of winning when playing slots, the only thing you can do to have a better chance of winning is to choose the highest RTP version of a game when several payout versions are available. 

Check out our slot reviews to follow CasinoWizard’s guidance and play the games on the best RTP configurations. 

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