Best Online Casino Customer Service

Published January 12, 2012 by OCR Editor

Best Online Casino Customer Service

Good customer service is the lifeblood of these excellent online casinos.

Customer service is the key to customer satisfaction, and to online casinos excellence. Sure, the casino should have a good reputation, and it doesn't hurt to offer a Welcome Bonus or Loyalty Program to players. But before sign up, during play, and after the fact - customer service is instrumental for any product.

Availability: multiple - and easily accessible - means of contact are a big plus.

Professionalism: customer service can help in a number of ways: technical problems can be resolved; payment confusions can be sorted out; a forgotten password can be retrieved; complicated bonus terms and conditions can be clarified.

Timeliness: Doing so in a timely manner is elementary.

In preparing this article we have contacted, tested, inquired about and evaluated the customer service at several online casinos. Our conclusion is as interesting as the data: online casinos offer more means of contact, more languages supported, round the clock availability and timely resolution of issues.

The data below might change your perception of online casinos, for the better.

Means of Contact Available

Email and telephone are still the most obvious means of contact, and certainly suffice. Oftentimes you would find a fax number listed too, though that is not a modern means of contact, nor does it rank high in popularity.

Online casinos have been quick and wise to add truly modern means of contact, such as Live Chat. Customers can pop a chat box on their screen even before they sign up to the casino, and throughout their stay at the casino.

We wish to point out Golden Palace Casino's additional options; they take the extra step with a toll free phone number and a call-back service, where players leave their number and the customer service representative calls them back. At All Slots Mobile, mobile players have a call back request, which only makes sense as they are using their phone as it is.

Most Popular Means of Contact

Chat, phone and emails are the three most popular means of contact these days at online casinos. Our survey has the three almost even in how often they are used by casino players, with a slight edge to live chat.

Of these, Jackpot City Casino's chat is quick to reply and works without a fault.

24/7/365

Do you play during office hours? Surely not. One of the biggest challenges for the online casinos is to answer their phone - or email or chat - all day and night long. 7Red, Gaming Club, Omni Casino and Golden Palace are all there for you - any time.

Languages

One of the biggest changes that online casinos have undergone is recent years is the global expansion and growing popularity across Europe and beyond. These changes have been demanding on customer service desks specifically, with the need to speak a number of languages, not only English.

7Red Casino's customer service fields queries from English, French, Norwegian, Swedish, Finnish, German, Greek speakers, and other casinos are looking to expand their support to reach such variety.

FAQs

Life is often made much simpler - for the players as well as for the casinos - with a dedicated FAQ page - Frequently Asked Questions. A thorough list of question, clear answers, and regular updates based on recurring issues is key to satisfactory FAQ pages such as the one at Omni Casino.

Timeliness

Normal reply time for queries is within 24 hours, with some casinos (7Red) promising near-instant responses, and others (All Slots) qualify financial issues take up to 48 hours.

7Red Casino

All Slots Casino

Jackpot City and Gaming Club Casinos

Omni Casino

Golden Palace Casino

Swiss Casino

Means of contact

Email, Phone, Fax, Live Chat, online form

Email, Phone, Live chat. VIP and mobile players have a call back request

Phone, Email, Chat

Email, Phone, Live Chat

Email, Phone (Toll-free), Live Chat, Fax, Call-back

Email, Phone, Fax, Live Chat. Designated email addresses for Tech and Cashier

Most popular means of contact

Phone and Email

50% Phone and 50% Chat and Email

Chat

Email

Phone and Chat

Phone and Email

24/7 availability

Yes

Yes in English (Non-English speaking countries during office hours

Yes

Yes

Yes

Yes

Languages

English, French, Norwegian, Swedish, Finnish, German, Greek

English, Italian, Spanish, French, German

English, French, Italian, German, Spanish, Swedish, Dutch

English and German

Multiple

Multiple

FAQs on the site

Yes

Yes

Yes

Yes

Yes

Yes

Time from first contact to resolving the matter

Average under 5 minutes

Up to 24 hours usually (48 hours for financial issues)

Within 24 to 48 hours

Instant to 30 minutes

Normally within 24 hours

Oftentimes on-the-spot solutions

Popular Issues

This is where it gets really interesting: What are the most popular issues on players' minds?

The off the hand answer almost across the board is Bonuses and Promotions. The forgotten password is a close second. Many players ask for help updating their credit card details and other financial documents, while asking for free chips is not unheard of.

A growing number of banks, under local regulations, are introducing restrictions on use of credit cards that cause trouble for players funding their accounts. The Swiss Casino customer service, for example, is trained to provide up-to-date information on APMs (alternative payment methods) based on each and every need, i.e availability, funding options, transaction fees, etc.


7Red Casino

All Slots Casino

Jackpot City and Gaming Club Casinos

Omni Casino

Golden Palace Casino

Swiss Casino

Most popular issues

Bonus inquires

Promotions (Bonus requests), Financial (Documents), Credit Card updating

Bonus not credited immediately, Forgot password

Bonuses, Forgot Password, Promotions

Can I have a free chip, How to get my bonus

Preferred payment method based on region, time for withdrawals and deposits, hidden fees

Mentioned in this article

See also

Best Casino Support for 2013

Choosing an Online Casino with Excellent Customer Support

Defining the Best Online Casino Payouts

Special Report: Best USA Online Casinos


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