What a weird review. This part in particular doesn't quite make any sense to me.
I know which part of the game he's talking about here, and I'm pretty sure that you can be a kind person in accessing these situations. Cuno is a troubled teenager, yes, and it seems like you can't really help him at first. But later on, a path will open for you to at least understand him and help him cope with his drugs addiction.
On a more general dialog choices. You certainly can be a kind person. You can choose to shake a person's hand or not, you can say thanks or not, you can choose a sarcastic remark, a serious one, or even choose to be hostile. Every now and then, you can also praise people, especially your partner, Kim. The game certainly does give you some choices to become a kind person.
Also, is it normal for Eurogamer to publish an official review written by a freelancer?