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Best Casino Customer Services
December 2023
Facts Checked
Published Date · April 29, 2022
· Last Updated · Dec. 4, 2023
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Whenever you play online, you are bound to require customer service at some point, whether that be assistance with your initial sign-up, processing your first withdrawal, or anything in-between. As requiring this assistance is almost a given, it is crucial to know which online casinos offer the best customer support to their players. The number of contact points, available times and how deep their on-site FAQs run, are all important factors we will consider here as we highlight some of the best customer service casinos we have reviewed…
Our Favourite Casino Customer Services
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32Red
150% Up To £150 & 25 Free Spins
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Pub Casino
100% Up To £100
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Casumo
100% Up To £25 & 20 Free Spins
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NetBet
Deposit £10 & Get Up To 500 Free Spins
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Parimatch
Get Up To £45 in Bonuses + 60 Free Spins
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Casinos |
Live Chat
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Chat Bot?
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Response Times
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Phone Support
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Email Support
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Depth of FAQs
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Availability
|
|---|---|---|---|---|---|---|---|
|
Yes
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No
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Less than 10 seconds
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0800458 3360
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Comprehensive
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24/7
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||
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Yes
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No
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More than six minutes
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08081803232
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N/A
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Comprehensive
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24/7
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|
|
Yes
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No
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Less than 10 seconds
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03300272770
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Fair
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24/7
|
||
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Yes
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No
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A couple of minutes
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N/A
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Limited
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24/7
|
||
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Yes
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No
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Less than 10 seconds
|
N/A
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Limited
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24/7
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||
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Yes
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No
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Less than 10 seconds
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N/A
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Comprehensive
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24/7
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*Tests conducted on Tuesday 14th November 2023 - 10am
How We Test a Casino’s Customer Service
When it comes to testing the customer service of the casinos we review, our main focus tends to be on their live chat function - if they offer it. With this being the most commonly used option by players, we believe it is crucial to test how responsive and helpful the support is here.
Our primary focus when conducting these tests are wait times, which is why we tested all the casinos listed above simultaneously to ensure a fair comparison. This gives a good indication of the depth of a casino’s customer support team, and whether they have enough agents on-hand to deal with demand.
Customer Service Availability
As you can see from the table above, all of the casinos we have included on this list offer 24/7 customer support for their players - however, this is not the case with every casino we review. It is not unusual for casinos to close down their live chat function overnight, which can be quite frustrating if you have an urgent issue at that time. This is such an important factor that we will never give a casino a five-star customer service rating unless their support is offered 24/7.
Customer Service Efficiency
The other area we are keen to test here is how efficiently a casino’s customer service agent is able to deal with our inquiry. When doing this we consider how polite the agent is when interacting with us, the overall time it takes them to answer and whether they are able to resolve the issue we raised efficiently.
Casino Customer Service Options
As you might expect, there are a broad range of customer support options offered by online casinos in this current digital age. While live chat may be the most prominent, good operators offer far more than just that - ranging from the old school phone support, all the way up to WhatsApp support.
Live Chat
If you have an urgent issue you want handled quickly, live chat tends to be the best option to use. Customer support agents are on-hand to assist you and in most cases are able to reach an efficient resolution. This option can often become frustrating at busier times with long queues - however, you will always be told where you currently stand in the queue. If you’re 27th in-line, it may be worth considering another customer support option!
The other thing to consider with this option is the age-old agent v bot debate - with a large number of casinos preferring to greet live chat users with a bot before they can engage with an actual agent.
Phone Support
The most classic of all the customer service options seems to be dying out a little, with not all online casinos still offering this option. Phone support now tends to be reserved for responsible gambling issues, such as re-opening a casino account after a period of self-exclusion.
Email Support
If you have an issue or complaint that might require a little more explanation, contacting a casino via their email support may be the best option. Response times are likely to be substantially longer than other methods, with many casinos we have reviewed replying with an automated email insisting you should expect a reply within 24 hours.
Email support is commonly used when it comes to verifying your account for KYC purposes, as it allows you to attach the required documents to your email and complete the process in one go.
Social Media Support
Seemingly more reserved for public complaints that might force a casino into action, social media customer support is becoming a common medium for players. If you choose to reach out to an online casino on social media, especially publicly, you can expect a fast response, as they look to move your issue to private message as soon as possible.
WhatsApp Support
A customer service option that caught us by surprise when we first saw it, WhatsApp support is a great innovation as this becomes the primary messenger system for so many. Offered by NetBet, it allows users to directly message a customer service agent through their WhatsApp account - with a back and forth conversation then taking place, similar to what might happen on live chat. It surely won’t be long until this becomes a much more common customer service option.
Depth of FAQs
In recent years, online casinos have made a conscious effort to increase the size of their ‘Frequently Asked Questions’ sections on their website, with some of these comprehensive lists of questions now running into the hundreds.
Normally reserved for the more common issues you might encounter on an online casino, this can save time for both the player and the operator, as an issue can be resolved without having to contact customer service at all.
Customer Service Languages
In recent years, online casinos have made a conscious effort to increase the size of their ‘Frequently Asked Questions’ sections on their website, with some of these comprehensive lists of questions now running into the hundreds.
Normally reserved for the more common issues you might encounter on an online casino, this can save time for both the player and the operator, as an issue can be resolved without having to contact customer service at all.
Standard Casino Customer Service Issues
A casino customer service team is on-hand to assist with any issues you may encounter while playing on their website. Below, we list some of the most common issues that can be resolved by casino customer service agents.
Financial Transaction Issues
Possibly one of the most important issues you may encounter when playing at an online casino - customer service agents are always on-hand to assist with any queries you may have around your financial transactions with them. If you have any issues when withdrawing money from an online casino, we would recommend contacting their live chat to get it resolved.
Casino Game Rules
When it comes to the rules of a specific casino game, we would recommend consulting the how to play information on-site. If you are not able to find the answer to your question here, customer service will hopefully be able to clarify for you.
Responsible Gambling Queries
Probably the most important issue customer service agents deal with, responsible gambling practices are key to protect players when playing online. If you believe you are gambling too much and would like assistance to stay in control, a casino’s customer service agents will be very keen to assist you however they can.
Complaints and Disputes
Possibly the bane of a customer service agent’s life - but if you ever have a serious complaint while playing online, we would recommend you contacting them. A good customer service agent will do all they can to help you and find a sensible resolution to the dispute you raise.
Feedback and Suggestions
Online casinos are always keen to receive regular feedback from their players as to how they can improve what they offer. In order to gain this, they will regularly send players an email survey to answer, with a potential incentive for filling it in.
Offers and Promotions Queries
Casino offers and promotions will often come with complex terms and conditions attached - if that happens, customer service agents should be able to clear things up for you. If you’re ever unsure about the ins and outs of a casino offer, we would recommend clarifying it with them.
FAQs
Which casino customer service is the quickest?
If you have an urgent issue, we would recommend using the live chat option, if a casino offers it. You will either be answered instantly, or put in a short queue, which will be clearly indicated as you wait.
What does customer service at an online casino do?
Casino customer service agents are on-hand to assist you with any issues you may encounter while playing on their website. From responsible gambling queries to complaints, they should be your first port of call when you need help with something on-site.
How do I find a casino’s customer service?
Customer service links tend to be found in the footer links at the bottom of the homepage or under ‘Contact Us’. If you click on these links, you will be presented with the different customer service options a casino offers, as well as a selection of FAQs.
Is casino phone support free?
Yes - the casinos we have reviewed offer their customers a toll-free number to contact.
How quickly should a casino customer service respond?
This really depends on the channel you use. Email responses are likely to take up to 24 hours, but if you have more urgent issues, we would recommend contacting live chat or phone support for a more instant response.
What is a good customer service rating according to TrustRange?
We have awarded a large number of casinos 5/5 for the customer service they offer. In order to attain this maximum score, they will need to offer a varied range of options, which must be available 24/7. We will often test the customer service methods ourselves to determine how quickly an agent responds, as well as how polite and helpful they were.
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