What ORM looks like in iGaming
Active monitoring of review sites (Trustpilot, AskGamblers, CasinoMeister, ThePogg, LCB), gambling subreddits, Telegram groups and local forums. When a negative mention appears, we triage: if it's a valid complaint, we route it to your support team and post a public response. If it's a false claim or competitor attack, we document and escalate. If it's a withdrawn issue that needs burial, we push positive content.
Suppression tactics that work
Publishing FAQ pages, player guides, responsible gambling content and brand-positive articles that rank above the complaint thread. Building branded satellite content that owns page 2 and 3 of Google for 'BrandName scam' or 'BrandName complaints'. Requesting removal from review aggregators where the complaint violates their TOS — this works maybe 20% of the time, but it's worth the attempt.
Response protocols
Every public complaint gets a response within 48 hours. The response acknowledges the issue, states what's being done, and provides a contact for resolution. We don't argue in public threads — we move the conversation to support channels and update the thread when resolved. This is what licensing authorities look for during compliance audits.
What we don't do
Buy fake positive reviews. Post astroturfed comments. Hire reputation-attack services against competitors. DDoS review sites. Any tactic that shows up in a regulator's compliance file or a journalist's exposé is off limits.
Frequently Asked Questions
Can you remove negative reviews completely?
Rarely. Most review platforms will only remove content that violates their terms — doxxing, false identity, competitor sabotage. For legitimate complaints, suppression (pushing them down the SERPs) is the realistic goal.
How do you monitor brand mentions?
Ahrefs Alerts, Google Alerts, Brand24, and manual checks on priority review platforms and forums. For high-risk periods (new market launches, payment processor changes), we run daily sweeps.
Do you handle crisis situations?
Yes. If an operator has a major incident — payment delays, platform outage, licensing dispute — we run a crisis ORM protocol: freeze all proactive campaigns, publish a holding statement, monitor social channels hourly, and coordinate with legal on public messaging.