Whether you have a question, a query, a request, or a complaint, you may be required to establish a direct channel of communication with the customer service team of the casino of your choosing.
You are aware that there are many different support avenues available with respect to licensed online casinos. In this section of our guide to customer service, we will provide a synopsis of the many customer support channels that are made available to players by the vast majority of online casinos. After that, we will provide a list of some example questions, followed by our suggestions on how to proceed with each and every complaint.
The purpose of this list is to serve as a useful guide for gamers, and so it will in no way be exhaustive. Do not be hesitant to get in contact with us if you have any more inquiries for us to answer.
Choices Available for Players Seeking Assistance at Online Casinos
For the purposes of illustration, we will be utilizing Energy Casino. They offer about every type of customer help that is obtainable.
We have numbered each street from one to six, roughly in the sequence that a casino would like you to utilize them if you were to visit that establishment.
1 – FAQ
It should come as no surprise that a casino would want you to begin your gambling experience here. And to tell you the truth, online casinos that provide real money games and have a detailed FAQ area may help both the player and the casino save a lot of unnecessary headache. There should be no need to speak to a customer service agent if your query is regarding the mechanics of a welcome bonus, such as the wagering requirement or the RTP (Return to Player) of a slot machine. For example, if your question is about the wagering requirement. A excellent frequently asked questions section should include queries such, “How much do online slots payout?” The response to such question might be something like the following:
“It is dependent on the available space. Check the terms and conditions of a slot machine to discover out what its computer-programmed RTP is.
In addition to this, a casino may even publish a list of the RTPs of all of the slot machines that are accessible through their website. One online casino that provides this amenity is called Red Spins Casino.
- The Real-Time Chat
These days, the Live Chat function can be found at the vast majority of online casinos. There will most likely be a link on each page, and it will most likely be located in the bottom right-hand corner of your screen. Clicking on this link will bring up a corresponding dialogue box. It is possible that you may be required to provide some fundamental information, such as your question and your login. There are situations when the representative of the customer support team will start the conversation at the same time that they initiate your issue.
Live chat is available around the clock at several casinos. If they don’t, then the hours will probably extend beyond what would be considered regular for a firm. Getting in contact with a human representative through this channel will typically be the quickest and most convenient option available to you. Live chat is a more comfortable option for many consumers, despite the fact that telephone conversations can also be immediate. This is because the client can control the speed of the conversation. The information has a lower risk of being lost and is well documented and captured more frequently. Players also often have the ability to attach paperwork to a live chat session, such as identification for the purpose of satisfying a Know Your Customer (KYC) requirement. Alternately, if a player believes they have been wronged in some manner, they might give screenshots as evidence.
3 – Email
Customers with more in-depth inquiries should always be able to reach a casino through its provided email address. In most cases, a response is guaranteed to be sent within 24 to 48 hours. Customers have the ability to file longer complaints or ask more in-depth queries when using email. While this is going on, the conversation may be simply recorded for future reference. The fact that email isn’t immediate is, of course, the most significant drawback to using it. Email is not the best method to use if you have a question that requires urgent attention from someone.
You may also use email to compose a formal complaint against the casino and ask for the contact details of “higher” powers, such as the Casino Manager. Email is a very valuable tool.
4 – The Form to Contact Us
The Contact Us form performs duties very similar to those of an email to customer support. It could be easier for a player to just post their query on the casino’s website, where it is also possible to find answers. They do not require much time to complete because most of them only want your name, email address, and the question.
Although Energy Casino does not offer this feature, some casinos do enable players to upload files to the Contact Us section of their websites.
5 – Phone
When you phone the customer service number for a casino, you not only get immediate assistance, but you also get the peace of mind of knowing that you are speaking to a real live person. On the other side, it is possible that it will be challenging to interact with an assistant over the phone owing to poor reception or a language barrier caused by the helper’s native language. The fact that the players will have no record of the telephone conversation or any other paperwork as a result of it may make them feel more uneasy.
6 – Post
In this day and age, it is difficult to conceive of an actual scenario in which sending or receiving post would be the most effective approach to deal with an issue, problem, or complaint. This might be because of the prevalence of electronic communication in today’s society. On the other hand, the majority of casinos give their address. Players will feel more at ease knowing that the casino is a legitimate business that is managed by actual people at a physical location because of this.
Regrettably, a large number of internet gambling enterprises have ties to illegal activity. Therefore, the buyer is free to rely on any and all sources of authenticity.
Example Casino Questions & Complaints
Given all of these different channels for providing customer care, we will now make an effort to match the most appropriate channel with some sample inquiries or grievances. We want to emphasize once more that this is only our viewpoint. Dealing with a problem or a dispute with an online casino may be done in a variety of different and perfectly acceptable methods.
Forgotten Password – 1 (FAQs)
Players also have the option of searching for a link that says “forgotten my password” while attempting to log in. Get in touch with a representative if you are still having issues; for instance, if you entered some information incorrectly or if you have forgotten the answer to your security question. Our best guess would be number 2 (Live Chat).
Altering the Language preferences? – Probably 1 (Frequently Asked Questions)
“Do you have a real person working the tables at your Live Dealer Casino?” – Most Likely 1 (Common Questions)
On the other hand, you may most likely just check the tabs on the site or read one of our wonderful reviews of Inside Casino.
Concerns regarding the fulfillment of KYC Requirements – 2 (Live Chat), followed by 3 (Email)
You have many choices available to you if, despite your best efforts to satisfy the Know Your Customer requirements, you are still unable to access your account in its entirety. If you have been emailed a checklist of criteria, you should respond to the email with the relevant papers attached and then send it back. You might not be quite sure what steps you need to do in order to continue. The next step is to begin a conversation using Live Chat.
Concerns Regarding the Withdrawal of Winnings – 2 (Live Chat)
Start a Live Chat with a customer care assistance if you are having trouble withdrawing your winnings fast after making a request to do so. Make sure you find out what the issue is with the request you made. It’s possible that the procedure may be completed inside the typical time period for them, which they will verify. You would do good to study those terms and conditions, though, simply to make sure that they are not only wasting your time in order to get more of it.
If you believe that their response was insufficient, you should compose a more detailed complaint email (3) and attempt to exert some pressure on those further up the food chain.
Your money will be taken away if you choose option 3 (email) or 4 (phone).
If a casino does this, it is quite likely that they have communicated their reasons to you at some point. Check that you are familiar with the terms and conditions before continuing. If you sincerely believe that you should be found “Not guilty, your honor,” then you should submit an email in which you cite all of the documents and proof that you have access to.
If the casino believes that you have broken their terms and conditions, however, there is only so far that arguing will get you. This is something that we want to emphasise to our customers. If you consider the terms to be unjust in and of themselves, you will need to get in touch with an impartial organization such as the Gambling Commission in the United Kingdom.
Questions about Self-Exclusion: 1, (Frequently Asked Questions), then 2, or 3
If you believe that your gambling has become a problem in your life, the website should include a way for you to “self-exclude” yourself from participating in the games there. Under the Frequently Asked Questions section, you ought to be able to locate such a link as well as other information. If this is not the case, do not be afraid to send an email to the casino stating that you would like to be excluded from further participation.
By the beginning of the next year, there will be a third-party system that will enable players to opt out of participating in any and all online casino games. This will be known as Gamstop, and the RGA (Remote Gaming Association) is the organization in charge of administering it. The implementation of this policy is scheduled for the middle of 2018.
If you have any questions regarding this post or how to communicate successfully with your casino, please do not hesitate to get in contact with us through one of our social media platforms. We would be happy to answer any queries that you may have.