The Quality of Customer Service in Online Casinos

Published May 5, 2014 by OCR Editor

Report shows some recurring issues in online casino customer service.

Some would argue that the most important factor to take into consideration when making a purchase is the after-purchase service which comes with it. Customer service holds the same importance when choosing a new online casino. Last year, the consulting company etruvian conducted a research looking into the trends and problems of online casino help desks, also offering ways to fix these. The final report has shown some interesting results which pinpointed a few very specific issues prevalent in many online casinos.


One thing that kept coming was the self-help and FAQ sections in many online casinos. The report has shown that these were generally of very low qualities. Sometimes the FAQs were outdated and mostly they dealt with depositing methods, rules and the likes, rendering these "self-help" pages quite useless.

Bonus Clearing Times

Another issue that came up in many online casinos was the vagueness of bonus clearing times. The report has shown a tendency of online casinos not to provide players with consistent info about clearing times for the bonuses they are offered. This resulted in players missing their bonuses more than once, a mishap which could have been easily spared had the online casinos presented the info clearly.


It is said that a smile can make a difference, and that is something which according to the report, many online casinos have not fully internalized, as interactions with online casino support teams begin with just a generic "This is the X casino support". This makes interaction with the casino impersonal and cold; a shift in the attitude could make a big difference just like smiles, as online casinos are exclusively all about people.

Live Chat

Another issue observed by the report conductors was the function of live chats, which according to them could more rightfully be dubbed "deposit live chats". It seems that many online casinos have reduced their live chat functions to mere instruments of deposit help, completely missing their original intention.

High Standard Customer Service

Despite the different gripes, players can find many online casinos which give a lot of attention to customer service. For example, online casinos like bet365, and Mr. Green Casino are known for providing members with customer service of the highest standards, with comprehensive FAQs, clear bonus policies and welcoming support personnel. These casinos were also highly ranked in the report for their customer service quality.

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See also

Choosing an Online Casino with Excellent Customer Support

In-depth: Attentive Customer Service at Online Casinos

Best Casino Support for 2013

Brand New Casino Goes Live: Casino Cruise

New Payment Methods for Online Casinos

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