Why Trustpilot Reviews May Be Misleading?

Trustpilot is one of the most well-known online review platforms, trusted by millions of users when making purchasing decisions. However, like any system, it is not perfect. The methods of collecting reviews, company interventions, and the potential for rating manipulation can distort the picture. Here, we explain why Trustpilot ratings may not always be objective and how to interpret them wisely.

How the Review System Works

Collection Methods, Verification, and Filtering

Trustpilot allows users to leave reviews freely, without requiring proof of purchase, although some companies also use a “verified review” system. Reviews go through an automatic filtering algorithm that attempts to remove spam and fake reviews, but this process is not always accurate. As a result, some companies' genuine negative experiences may remain hidden while positive ratings are emphasized.

Brand Campaigns/“Nudges” for Collecting Reviews

Many companies use campaigns and emails to solicit reviews from customers — often immediately after a purchase, when customer satisfaction is high. This timing leads to selectively positive reviews. Some companies employ “nudge” techniques, or gently guiding messages, to encourage 4–5 star ratings, leaving negative experiences in the shadows.

Possible Biases

Sample Bias (Dissatisfied vs. Satisfied)

Most reviews are written by people who have had either a very good or very bad experience, creating a bias towards extremes. Average and neutral experiences often go unreported. This means that Trustpilot's average rating may not reflect the actual satisfaction of the majority of users.

Time Frame: New Campaigns vs. Old Issues

Companies may actively collect positive reviews during new advertising campaigns while old issues (such as delivery delays or inadequate customer support) remain invisible. Trustpilot's ranking often favors more recent reviews, which can overshadow long-term patterns.

Misuse and Manipulation

Rewarded Reviews, Patterns of Bots/Agencies

There are instances where companies offer discounts or gifts for positive reviews. Such rewarded ratings violate the principle of fairness on the platform. You may also notice unnaturally similar phrasing — a sign that agencies or bots have been used to write mass reviews.

Deletions/Disputes and the Impact on Visibility

Companies can dispute negative reviews, claiming they violate platform rules. If a user cannot prove their experience, the rating is removed. This gives companies an indirect opportunity to clean their profile, affecting Trustpilot's average rating and visibility.

How to Read Reviews with a Critical Eye

Looking for Patterns: Recurring Complaints vs. Isolated Incidents

A critical reader does not just look at the number of stars but seeks recurring themes — such as payment delays, canceled withdrawals, or inadequate support. If multiple reviews mention the same issue, it is a more reliable signal than a single negative comment.

Checking Context: Dates, Product Categories, Countries

Reviews should always be read in context. Check the date — is the rating new or years old? Also, observe whether the comment refers to a specific country or service, as different subsidiaries may offer varying levels of service. Old issues may not apply to a new brand version.

Combine Sources

Forums, Reddit, Licensing Authorities, Withdrawal Time Experiences

A reliable rating only emerges when you use multiple sources. Check additional forums, Reddit discussions, and official licensing authority websites that provide information about the operator's background. Also, pay attention to what players say about real withdrawal times and customer service.

Our “Quick Facts” Box Comparison (License, KYC, Median Withdrawal Time)

It is good practice to compare multiple platforms using our “Quick Facts” approach — does the company have a valid license, how transparent is their KYC process, and how quickly are withdrawals typically processed? Such comparisons help identify genuinely reliable services, not just popular rated brands.

Summary – How to Truly Benefit from Reviews

Trustpilot reviews are a useful tool when read consciously and critically. A single rating does not tell the whole story — it is important to look at review patterns, dates, and recurring issues. By combining different sources and monitoring licensing, withdrawal times, and customer support reputation, players can make a much more confident and informed decision. Reviews are clues, not absolute truths — interpreting them correctly is the most important skill for players today.