How a company presents itself is important but not as important as customers’ feedback when evaluating the reputation of the service.
I totally agree with you, and there is nothing wrong with what you are saying. The reputation of a company depends on its actions and how its customers feel about those actions. For example, if a customer contacts customer support of a casino, but the agent with whom he chats, instead of solving the problem, starts becoming rude with the customer. That customer will spread this around in the gambling community with proof, such as screenshots of the chat, and that casino's reputation is going to go down after that.
That's why, a customer's feedback about a service or a platform is very essential, and that is the reason why every business treats its customers with so much care and makes sure that the customers are satisfied, because their business and its growth is dependent on that.
So, @khaled0111 is right, customer feedback is more important for a business than its own representation.
Both of you are right. Customer feedback help the casino to introspect how good their services to their custome. So I will say that support system will be the first team that will meet their problem and trying to figure out the problem.
But new customer should still be careful reading the review from other customers because we know that many business pay fake reviews just to make their company have a good credibility among the others. New customer need to compare the review with the others from different sources.
If the company can make their customer satisfied, they will have more members that loyal and come back to their place. The company need to improve their services and give the loyal members with something that impress them.
Its part of the business on making your customers to stay up into your platform on which its just that default that you would be offering into those tons of perks and other bonuses on which that make them stay. As for resolving out problems and issues then it should be that be resolved out immediately and wont be that letting it that take it too long. For those new gamblers that are that seeing those bad reviews and issues then its true that competitors might be that trying out to destroy other competitions out there and thats why verifying out those issues will be that needed and not just that drawing up some conclusions just because you have seen 1 issues on which you dont even know if its real or just simply trolling or doesnt show off any solid evidences. You can always ask out the community into this forum about such manner.