Why would they process the complaints so late when the first criteria for determining whether any service is legit or not is the response time from their customer service? If they can't improve it, I am afraid people will not stay at this casino for long.
They are still pretty popular regardless of their reputation hit within the forum recently which is probably why they won't change in this context unless similar complaints balloon like crazy in the future if you ask me.
Stuff like this makes me respect bigger sites like Stake etc who don't take their reputation for granted and keep trying to improve in different ways.