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.
And this is where we can be able to see the difference in between sites or platforms and thats why there are those who do boomed up and become even more popular and there are those platforms that do remain still in regarding about their reputation and never that become that able to get in line or included into those known ones or being reputable. When running up a business then its part of good user experience when the issues or problems being resolved as quickly as possible on which they wont be letting it that for it to be not being resolved for some time because once these issues do keeps on piling up or making up some noise then it will be that affecting or does reflect about in overall reputation of the said platform.