Online Reputation Management

What Moves, and How

• Respond and resolve. A complaint answered inside the platform’s own procedure gets corrected or closed on the facts. Across two casino brands, cutting response time from over eleven days to under 48 hours changed the profile more than any new review did.
• Invite reviews with nothing attached. Trustpilot’s May 2025 guidelines ban discounts, promo codes, prize-draw entries, refunds or any other benefit connected to leaving a review, and ban wording that invites only the happy customers. Both casino profiles reached 4.1 stars with the flow left organic.
• Outrank what will not come down. On a crypto token project, negative results went from 80% to 20% of the tracked first page in six months across four markets. The pages did not disappear; they stopped being the first thing anyone reads.
• Take down provable impersonation. A typosquat domain, a cloned interface, a swapped button or a cloaked redirect is a violation search engines act on, and those complaints close in days rather than months.
• Change what an AI assistant has to read. The inputs are public: threads, reviews, coverage, your own pages. Adding to them is the only input you control, because the answer itself has no edit box.

What It Cannot Do

• Delete a published article. The publisher takes its own page down or it stays up, and Google de-indexes on legal or policy grounds rather than on tone. Court records, regulator notices and genuine news coverage sit in this group.
• Remove an accurate complaint. If a player was not paid, the review is true, and the route is resolving the payment, not contesting the review.
• Promise a star rating by a date. A rating is an average of what real customers leave, and a guaranteed number would mean controlling who leaves one.
• Produce a first page inside a fortnight. Indexing alone runs up to two weeks, compound queries move in three to four weeks, and a branded first page takes longer than a month.
• Fix what people are complaining about. Withdrawal delays, silent support and a failing KYC flow are product problems. Reputation work buys time to fix them and loses that ground if they are not fixed.