We always respond promptly to all user requests (including requests left on Trustpilot). The problem is that users are too lazy to change their feedback after their problem or request has been successfully resolved. We would say that this is a problem that all casinos face. However, we are very open to any dialogue, so we have added a link to Trustpilot to the navigation bar.
From Trustpilot which I have checked it just now and the rating percentage is 2.7 with 91 reviews which is a very poor performance from Whale.io. And I also see that Whale.io responded to all the reviews. And that means they also aware that they are not doing well base on the reviews in the Trustpilot. Though Trustpilot is no longer a reliable source of good reviews. If people ger small issue with the casino, they will go there and make their negative reviews there. Like one of the review there, the guy made a withdrawal and it was pending and on the second days he went there and made an review. That is not the good use of the review apps and website. That is an abused of review. When such has happened, you have to communicate with the support team for sometimes and if there is no good responds from them then the person can proceed to the review sites and say what happened.