Getting the most from casino customer service

Getting the most from casino customer service
19.05.2018 • by Rachel

Sometimes, we forget all too easily that good customer service is one of the most important things to consider when you are choosing a casino to play on.

Making sure you will get the attention and service you need when spending time and money on casino is a major part of having an amazing gambling experience.

That being said, even the creme de la creme of online casinos can have the odd off day; so what’s the best way to get the most out of a casino’s customer service?

Try off-peak hours

Online casinos have peak and off-peak hours – that means there are times of the day during which more players are online (generally around 4 or 5 pm), and other times of the day when things are a little quieter (around 12 pm). If you happen to get in touch with customer service during peak hours, your message could be overlooked.

To maximise the chance of getting a speedy response, try contacting them again during off-peak hours, when they can give you more time and attention to answer your question in detail.

Get in touch with the licensor

As you probably already know, online casinos always have their licensor displayed somewhere on the website. If you haven’t had any luck with customer service so far, find the licensor’s details and get in touch with them.

Remember that licensors typically play host a number of different casinos, so when you do contact one be sure to provide specific information regarding the casino you’re using, and outline your concern or problem as clearly as you can. The more information you give them, the better and more timely the response will be.

Hit the forums

Any serious casino worth its salt keeps a keen eye on what the world is saying online. Forums allow players to find, follow and post on specific threads dedicated to the casino you’re playing on.

The casino’s customer service team typically follow and interact with users on these forums, so there’s a pretty good chance that you’ll catch their eye. Your fellow players might have experienced similar issues in the past, and could share some insights on how to sort it out.

If you scroll through the thread and  there are a lot of complaints about unresolved customer service issues,then that’s a big, billowing red flag. That being said, the odd complaint is to be expected even on the best casino sites, so take things with a little pinch of salt.

Get social

Twitter and Facebook are prefect for contacting a casino you might be having problems with.

You can either send a private message or make a more public (but polite) statement by tagging them in a post explaining your issue and pointing out the lack of good customer service experienced so far.

Remember that there loads of measures you can take before you actually settle on an online casino to make sure that should problems arise, the customer service team has your back. They should be fully-equipped to help you and reply quickly and efficiently.

Send in a feeler complaint

Put a prospective casino’s customer service team to the test before you commit! Send in a quick message asking about a key aspects such as game play dynamics or payouts, and take note of their response time and quality of their answer to your query.

It is essential that you remember that when you play on an online casino, you are a paying customer. You are valuable to the casino in question, so when the time does come and you have a serious problem or query that needs to be addressed, you should feel that that you can count on them to help you with it every step of the way.


With all the glitz and excitement surrounding the world of online casinos, it can be easy to overlook the customer service aspect of casinos – but this is actually one of the most important parts of the gambling experience.

When your messages, complaints or concerns are not dealt with in the right way, it’s only natural to feel put off or neglected by a provider.

Ideally, you won’t have to learn this little lesson for yourself. To avoid having to deal with this kind of hassle, hit Google and start off with a quick search and a spot of investigation into the casino you want to play on. You might just be surprised about the wealth of information there is to tap into thanks to your fellow players.

Social media platforms and active, moderated forums are essential tools for players past, present, or potential. Try using reputable casino player forums or check out the top-quality casinos listed on Gambling Metropolis to get the lowdown on which providers you can trust!

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