Customer Support

Support Channels

Online casinos usually give you a number of ways to seek help. No matter what you need help with, it’s a good idea to start with the site’s FAQ section. You can usually find a detailed answer there. However, this doesn’t always work. If you need to reach out to a support agent, you usually have the following options.

1. Telephone: Many top online casinos give you the option of calling customer service on the telephone. You can usually find the phone number in the site’s help or contact sections. This is perhaps the fastest and easiest way of resolving issues. That said, not all online casinos offer this option.
2. Live Chat: You can normally find the “Live Chat” icon near the bottom of a casino’s main page and sometimes at the top. When you select it, you will be quickly connected to a knowledgeable representative who will greet you in the chat box. Almost all online casinos offer live chat and it is the best alternative to telephone support.
3. Email: Some people prefer using email correspondence. If you use it, be sure to be as detailed as possible so that the agent fully understands the issue. The biggest downside of using email is that you may not receive a reply for several hours, which can be frustrating.
4. WhatsApp and Skype: Popular apps like Skype and WhatsApp allow you to connect with a representative right away. These apps are very similar to using the telephone. While not all online casinos provide this avenue, more and more of them are as it is a cheap, fast, and efficient option.

Indicators of Good Support

Almost all online casinos brag about their commitment to providing top-notch support. However, not all online casinos walk the walk. There are a few things that you can do to accurately assess a site’s level of support. It may take a minute or two, but it’s time well spent as it gives you a strong insight into what to expect should you encounter a problem or have a question.

1. 24/7 Availability: Seeing how online casinos are open 24/7, it only makes sense that you should have 24/7 access to support. This is especially true of sites that cater to an international player base that resides in multiple time zones. Sadly, that’s not always the case. Some sites only have agents on hand during the day. If you have an issue during the off hours, then you will have to wait for the staff to return to duty, which can be quite frustrating.
2. Multilingual Support: People from all over the world play at online casinos. As such, top sites need to offer support in multiple languages. While almost all sites support English, it’s important to support other major languages like Japanese, French, Chinese, Spanish, Russian, Greek, and more. If a site wants to attract a diverse player base, then it has to cater to it.
3. Fast Response: When you have a problem or question, you don’t want to wait a long time to get it solved. While many folks who use live chat or the telephone for support get an immediate response, some may need to wait a few minutes if the staff is dealing with a high volume of inquiries. That’s normal. A good response time for email replies is around an hour.
4. Detailed and Clear FAQ Section: A lot of people like to try to solve problems on their own. While most online casinos have FAQs, some FAQ sections are far more comprehensive than others. Not only does a great FAQ section help customers, but it also takes a bit of pressure off of the agents.

Issues that Support Solves

In short, a top-tier online casino’s support team can deal with any question or issue even if the agent needs to look up the solution. Here are a few of the most common topics that online casino customers seek help on.

1. Account Assistance: People can encounter several problems related to their accounts. It could be some technical glitch with a registration form, a problem uploading verification documentation, or any number of other things. These types of problems are usually easy to fix with the help of support.
2. Payment Problems: One of the most common problems that customer service agents deal with is withdrawal issues. Again, these issues are easy to solve. In most cases, the solution is to complete verification, meet wagering requirements, or find an alternative payment option.
3. Technical Troubleshooting: Computers and computer programs, including casino games, are sometimes prone to glitches for a variety of reasons. The problem can be on the casino’s end or on your end. In either case, professional support reps are well-versed in these areas and they can usually correct the problem quickly even if they need to refer you to an on-site specialist.
4. Bonus and Promotions Queries: Support agents deal with their share of questions related to bonuses and promotions. Unfortunately, not all bonus T&Cs are clear. Furthermore, some people simply don’t look at the T&Cs. However, a customer service rep should have no problems giving you a clear and detailed answer.
5. Game-Related Assistance: Customers can have a wide range of questions related to gameplay. It might be a technical problem freezing up or simply a lack of understanding of how a certain game is played. At any rate, a knowledgeable support rep will be able to take of you.
6. Responsible Gaming Support: The best online casinos give customers access to a variety of safe gambling tools and resources. A customer service rep can assist you with such things as setting spending limits or establishing loss limits. They can put you in touch with gambling support groups or even help you self-exclude.