I think the team will read every review about their site from "TrustPilot," even for bad reviews, because that is how to improve their site and fix the problem.
If they see people getting the worst experience while playing gambling on their site, the team will contact and ask them further.
You do not have to believe everything from the review site but that can be your information to research for more.
The important is how you can collect any info about the site from many sources and the review site is just one of the sites that serve the information.
The act of actually caring about people and trying to find where the problems are ends up making a place better as well. So, if they solve the complaints, it is not just so that they could have a way to make someone happy, sure that is one part of it but it is bigger.
If you make one customer who has a complaint end up being happy, they are making only one customer happy and that's it, but when they change the whole system that caused that complaint then they are preventing god knows how many people to be complaining about the same thing. This is why I honestly believe that there is a good case for figuring out trustpilot cases to be not just one case, but a whole systemic situation.
I see duelbits.com account replied in some of the posts in trustpilot.
But if I may suggest, if they can also also reply to those bad reviews.
Ask them why they were saying like scam artists or fraud, and provide proofs.
Because not replying to those bad reviews will give others to think that the site may be guilty.
Because some of them may just be spreading fud because they lost, and they are bitter with the results of their games.