I recently came across an online casino where there wasn’t even the chance to contact the customer support team by phone. All that was offered as a means of ‘contact’ was an email address, and the site even had the cheek to tell me, their potential customers, that they would ‘try’ and get back to me within 24 hours. Two guesses whether I signed for that site or not?!
I know I’m always harping on about the importance of customer support at online casinos, but, honestly, I don’t think it can be stressed enough. A pal of mine, who I will call Jack for the record (since that’s his name…) tried to withdraw his money after he believed that he had completed all the wagering requirements of the generous welcome bonus he was given by the online casino. When he couldn’t withdraw the money, he tried to contact customer support, only to be told that the ‘person dealing with the issue of bonuses will only be in tomorrow’. He eventually managed to get his cash, but he closed his account the next day and doesn’t intend playing there again.
Customer support should – without any exception – be offered to players 24 hours a day and 7 days a week. You should be able to receive an answer about ANYTHING related to the casino and your game playing instantly and professionally. You should be greeted by friendly and helpful customer staff who will go that extra mile to serve you. As a paying customer – and even one who is not – you should not have to settle for anything less. There are enough online casinos out there with great, award-winning customer support teams who have proven their weight in gold. It comes as no surprise that the sites with the best customer teams have the most satisfied customers.
Another thing that you should take note of is that you shouldn’t have only one way of contacting the support team. Not only should assistance be available around the clock, it should also be available through a number of channels such as live chat, email, phone and fax. The idea is that it is made EASY for you to contact the online casino, not harder.