Question about guru reviews

Now I'll take an example of a complaint where the casino, which is considered very safe, doesn't even want to participate in resolving or explaining it.

I have played at this casino myself so I have nothing personal against the casino. For me it has worked so far with deposits and withdrawals.

But if casino gurus' reviews of a casino are important to the casino, then why is the rating the highest in this case?

(I know nothing about this matter other than what the complaint tells me)

https://casino.guru/sv/happy-casino-spelarens-konto-stangdes-och-hans-medel

Sorry, but I am not sure that I understand your question, actually. 🤔

Could you please rephrase it?

So why don't you lower the casino's rating?

In this particular case, I'll try to explain it a little more to you. 

The player's complaint is evaluated as unresolved and therefore the casino did not try to take a step to resolve things. We gave the casino black points for this, but these are given based on the severity of the problem, the amount, etc. Since the black points are not that many, the amount was not that high either, so the casino didn't move significantly lower. If it didn't deal with other complaints as well, it would of course go lower because I believe it would get more black points more often.

I hope I have summed it up clearly enough for you.