Trustpilot Profile Warning: What Happened, What We Know, and How We’re Fixing It

A transparent update about the Trustpilot warning

In the past days a warning label appeared on our Trustpilot profile, we understand how this can create confusion and we want to address it clearly, we take review integrity seriously, we are cooperating with Trustpilot, and we expect the warning to be resolved once their review is completed.

This article explains:

• What the warning means in practical terms
• The suspicious patterns we noticed (and why we believe this is not legitimate customer feedback)
• How we verify real reviews internally
• What steps we’ve taken with Trustpilot to resolve the situation
• How genuine customers can help us confirm their review (without exposing private information)

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What the Trustpilot warning means (and what it doesn’t)

A warning on a Trustpilot profile typically indicates Trustpilot is reviewing unusual activity or assessing whether certain reviews comply with their guidelines.

What it does NOT automatically mean:

• That a company “bought reviews”
• That all reviews are fake
• That customers should ignore the profile entirely

It means there is an ongoing check, we welcome that check because we want our Trustpilot profile to reflect real customer experiences only.

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What we observed: patterns consistent with suspicious review activity

We noticed a cluster of 1-star reviews that share highly unusual characteristics, while we always respect negative feedback and actively investigate complaints, these specific reviews showed patterns such as:

• The Trustpilot account has only 1 review total (the 1-star about us)
• The reviewer cannot be matched to any customer record in our database (no registration, no trading account, no matching email/name)
• The content is often vague, non-specific, or inconsistent with our actual onboarding and support history

This type of pattern can sometimes appear during coordinated “review bombing” attempts, where bad actors (which can include impersonators or parties with an interest in causing reputational damage) post reviews that are not tied to real customer experiences.

We cannot and will not speculate publicly on who is behind it, what we can do is show the difference between suspicious profiles and established reviewers, and cooperate with Trustpilot’s investigation.

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Evidence example #1: 1-star review profile with only one review on Trustpilot

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What this shows:
When an account has only one review total, posted only about one company and we cannot match it to any customer record, it raises a red flag, again: we do not dismiss criticism, we investigate it, but we also need reviews to be tied to real customers and real experiences.

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Evidence example #2: 5-star review from an established Trustpilot user

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Many of our 5-star reviews come from Trustpilot users whose profiles show:

• A history of reviews across multiple companies
• Consistent activity over time
• A profile that appears “real” and not newly created for a single review

This distinction matters because it helps differentiate between:

• Organic feedback from established users, and
• Low-credibility accounts created for a single purpose

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How we verify reviews internally (and why some 1-star reviews don’t match)

Behind the scenes, we have internal systems that allow us to validate whether a review likely comes from a real customer, including:

• Customer registration records
• Trading account records
• Support interactions (tickets, chats, emails)
• Onboarding and KYC flow events (where applicable)

For the suspicious 1-star reviews mentioned above, we could not match the authors to any customer records despite careful checks.

That’s exactly why we escalated this to Trustpilot and shared the patterns we found.

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Our response: what we did immediately

As soon as the warning appeared (and as soon as we identified the review pattern), we took the following actions:

1. We contacted Trustpilot Support and provided context about the suspicious review activity.
2. We reviewed our own processes to ensure we are not triggering false positives or misunderstandings (e.g., invite links, review collection timing).
3. We started gathering evidence to help Trustpilot verify which reviews come from real customers.

We expect the warning to be removed once Trustpilot completes their review and confirms the situation.

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About the “trading account reference” in reviews (clarification)

To help Trustpilot confirm authenticity, we encouraged customers to include their trading account number (or a partial reference) in their review so it’s clear the feedback comes from real, active users.

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What we ask from Trustpilot (and what we ask from our community)

We ask Trustpilot to ensure reviews reflect real customer experiences and to remove content that appears to come from non-customers or bad actors.

We ask our community to do two simple things:

• If you left a review and want it verified: contact our support with the email used on your account and (optionally) your trading account number.
• If you had a real issue: please contact us directly, we will investigate and solve it, and we will always respond transparently.

Support contact: support@bullwaves.com

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Our commitment going forward

We are committed to:

• transparent communication
• fair handling of negative feedback
• cooperation with Trustpilot’s review integrity processes
• protecting customer privacy while confirming authenticity

We will update this page as soon as Trustpilot completes their investigation and the warning is lifted.