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.
They are still popular because they do a lot of efforts to promote well their casino and provably that this situation won't be change because there are people encountered some issue on their site. But somehow we could all agree that experiencing this is really so frustrating that's the reason why people need to be aware about the implemented rules by the casino so that they won't get any issue from them.
So what I think its really better for the person who have an issue with them to wait since this is the only thing they could do. But hopefully they would not take this issue for granted and we see good action on those actions happening on their casino.