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How Casino Trust Scores Work — The Frankly Methodology

Published 23 March 2026

Why trust scores matter

Most casino review sites score casinos subjectively. An editor decides a casino "feels like" an 8.5, and that's the rating. There's no way to verify it, no way to know if commercial relationships influenced it.

Frankly does it differently. Every score is calculated from a public formula using five data factors. No human adjusts scores. The formula is published so anyone can verify any rating.

The five factors

### 1. Licence Quality (0–3.0 points, 30% weight)

The regulatory authority matters enormously. A casino licensed by the UK Gambling Commission (UKGC) or Malta Gaming Authority (MGA) is held to strict standards — regular audits, player fund segregation, dispute resolution. A Curaçao licence requires far less.

  • UKGC + MGA dual licence = 3.0 (maximum)
  • MGA only = 2.6
  • Curaçao only = 0.5–1.0
  • No licence = 0

### 2. Complaint Resolution (0–2.5 points, 25% weight)

We aggregate complaint data from public sources. What matters is not just how many complaints exist, but how many are resolved. A casino with 50 complaints but a 95% resolution rate scores better than one with 5 complaints and a 20% resolution rate.

### 3. Withdrawal Speed (0–2.0 points, 20% weight)

How quickly can you actually get your money? Same-day withdrawals score the maximum. Anything over 5 days is penalised heavily. This is verified from reported processing times, not casino claims.

### 4. T&C Fairness (0–1.5 points, 15% weight)

Based on wagering requirements for the welcome bonus. The industry average is 35x. No wagering or under 25x scores full marks. Over 50x scores nearly zero.

### 5. RTP Transparency (0–1.0 points, 10% weight)

Does the casino publish Return to Player percentages? Per-game RTP data gets full marks. No published RTP data scores zero. Transparency is a trust signal.

Example calculation

Take a casino with: - MGA licence only → 2.6 - 85% complaint resolution → 2.0 - 1-day withdrawals → 1.8 - 30x wagering → 1.3 - Average RTP published → 0.6

Trust Score: 2.6 + 2.0 + 1.8 + 1.3 + 0.6 = 8.3/10 (Good)

Score thresholds

| Score | Rating | What it means | |---|---|---| | 8.5–10 | Excellent | Top-tier across all factors | | 7.0–8.4 | Good | Strong overall, minor weaknesses | | 5.0–6.9 | Fair | Significant gaps in one or more areas | | Below 5 | Poor | Major concerns — proceed with caution |