Don't have an account?Sign up

Stay logged in Forgotten password

Benefits of Casino Customer Support Service and Questions You Can Ask

Benefits of Casino Customer Support Service and Questions You Can Ask

When you log in to any online casinos, you want to be sure that that all the systems will cooperate for you to have a great time. If this does not happen, the first thing that comes in mind is contacting customer support. Do not for a second think that reaching out to them is a bother – that is why they are there in the first place. There is no doubt that the online casino customer support service team is an invaluable feature. This is because the customer support representatives are the only linkage which exists between the casino owners and the players.

For many people, customer service only comes to mind when a challenge has already taken place. When gauging the capability of a casino customer support service, it is important to consider the following;

  • How easy is it to reach help? Although a casino has provided a telephone number and email for support, it makes no sense if the customer has to go for a long duration of time before their query is addressed. Have you ever experienced support that never seems to be available yet they are supposed to operate 24/7?
  • The fact that a casino has provided more than one channel of communication means that they are committed to serving customers at their convenience. The channel you choose to raise your concerns with a casino should be a factor of nature or query and anticipated response. If the telephone number provided is toll-free or local, it will be cheap to call and explain your need via telephone. Emails come in handy when you need to elaborate on the challenges you are facing. If an email is answered within 24-48 hours, this means that the casino customer support service is working efficiently.
  • To get the real picture of the casino customer support service, you are planning to join, search for online casino reviews on the internet. It is alright to come across one or two people who were unhappy with a casino service, but it is equally good to look for the casino’s response to issues raised.

The number of online casino sites continues to grow at a rapid rate making it almost impossible to analyze each in depth. All casinos, regardless of what the inspiration to create them was are designed to make money; no wonder there are countless strategies for enticing new players and causing the experienced ones to keep coming back. While some casinos attract players with their sleek design, others do it through promotions, a wide selection of games and bonuses.

The nature of online casino sites is that players have to trust the site administrators if they are to make any money. A reliable casino customer support service helps to keep players calm during gaming and to accept the outcomes of the games they are involved in. before you dial that telephone number, initiate instant messaging or draft that email. Read through the FAQs and T&Cs – common questions asked by gamblers will be found here.

Still, need to contact support? Here are a few examples of questions that only a casino customer support service can answer;

Registering an account

The first step after you have decided that you want to play in a certain casino is to create a player profile. You might already know everything about how the casino operates and even your role as a player, but you still have to contact support. This is for your own peace of mind, though. Casino accounts get frozen all the time, and you need support to enlighten you on ways to keep your account working.

 Deposit and withdrawal methods

Most of the calls, emails and live chat question that casinos across the board experience are related to withdrawals. Problems can vary from players being unable to access the credit in their accounts to withdrawals taking longer than usual to process. The casino customer support service team are well trained, and their experience has exposed them to dealing with all manner of money transfer issues.

Bonuses, Promotions, and loyalty programs

The time you spend in a casino is not worthwhile unless it is laced with an opportunity to make extra cash and have much more fun during gaming. Loyalty programs, tournaments, promotions and bonuses add spice to the thrill that most casino players get from gambling. A good casino will have all of them but even the one you will consider boring has one or two. Each of these features must have an expiry date, wagering requirement, minimum deposit, qualifying games, etc. If the information that defines the eligibility and worth of a casino reward is missing, customer support have an answer. It is for this reason that casinos always advice players to contact support in cases where they are dissatisfied with something they have offered.

Available games & providers

Most casinos host a huge number of games from various categories. On many casino websites, it is not usual to find games listed under major classes such as Video Poker, Table Games, and Slots. Some casinos go even further to group games according to the manufacturer or developer. If you cannot find a software provider tab try looking at the footer in the casino’s home page. Some newer casinos might not have it, so it does not hurt to contact support for it. Why is this important again? If you are an experienced casino player, you are obviously aware that some game developers produce certain games – you might want to play a game from a source you are familiar with.

Many concerns arise within a gambling setup, and it is important to ask for help when you feel stuck. If the casino customer support service team is not able to offer a direct answer to your questions, ask them to offer another means of resolving the issue.

Online Casino Customer Service Improvements

There have been a lot of studies done about customer service in the general sense, but not very many have been performed specifically about online casino customer support service. The most recent study, and the most relevant to current times, was performed by iXP Consulting during July, August and September of 2013.

As many media outlets have noted, the consensus is that the study showed how a potential majority of new online casinos are aware of the importance of casino customer support service but fail to follow through on turning this awareness into a consistent, actionable plan. There were two main topics that this report used as suggestions for making big improvements to the customer service available at the sites, and where we’re going to offer a brief overview of those two ideas along with other casino customer support service idea that has come to mind as well.

Small Differences Create a Much Better Impression

One idea that iXP Consulting’s report focused on was how casino customer support service tends to have a cold, detached feeling to it. Everything about online casinos is designed to give players a fun, exciting experience with a chance to win and all of the positive emotions that come with that. The disconnect happens when someone logs into a live chat option or calls the customer support telephone hotline and is met with a cold, robotic reception.

For a concrete example to drive this home, consider how robotic this sounds: “This is ________ Casino support, how can I help you?” It breaks the fantasy and the experience as a whole, and it doesn’t provide as welcoming of a reception as the rest of the presentation of the site. There are a lot of options to change things up, but as an example, consider the difference in tone with this introduction: “Hi! This is Tammy from ________ Casino support. What can I help you with today? :)” These are small changes, but it keeps the presentation consistently happy and exciting with the rest of the website and the software.

Outdated or Unhelpful Self-Help and FAQs

Another key idea that iXP Consulting’s report hit on is that the FAQs that sites offer are usually borderline useless. They come across as being thrown together on a whim, and they are typically limited to fundamental topics like how to deposit or how to request a cashout. These FAQs aren’t seen as very important, but in fact, they can help to keep a good bit of the load off of the casino customer support service team if they are crafted and maintained with this goal in mind.

The main suggestion their report gives is focusing on your FAQs or self-help support section as being the most reliable, most helpful and most trustworthy source of information possible for the most commonly-asked questions. A good place to start would be to have updated, step-by-step instructions for new players on how to do things like install the casino software, create an account and fund the account. Once they have arrived, then you can identify the things that most players are asking about and develop your FAQs around those topics to consistently take some of the load off of the support team.

The Mechanical Culture

A good business looks to optimize its growth in both the short-term and the long-term. Right now, the online casino customer support service teams are stuck in a bit of a mechanical rut that is keeping them from making improvements. These improvements do have short-term costs, but they are an investment into much larger long-term gains. This mechanical culture is costing casino sites, customers, regularly, and it’s a leak in the bucket that can be fixed if the data from reports like the one from iXP Consulting is taken seriously.


2 Feb. 2020, by

Follow Us

Subscribe to our newsletter

Play Responsibly and in Moderation

Disclaimer: NewCasinos.org is an entirely independent source of information about online casinos, online casino games and online gambling in general. It is not tied to, controlled by or directly associated with any specific gambling operator. All information present upon the site is provided independently and honestly. It is created by experts in the field of online casinos and associated topics which are not tied to or influenced by any specific gambling operator. Please be aware that our content creators receive remuneration for the information they provide, but that remuneration is provided solely by NewCasinos.org. All information presented on the site is provided for illustrative purposes only. It cannot and should not be relied upon or construed as legal advice. If you use the services provided by any online casino or gambling services provider no matter your jurisdiction, you should always do so in a way that meets all regularity requirements. Copyright ©