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Online Casino Customer Support 101

We know, mate, nobody wants to think about online casino customer care and issues with online casinos. We also know that sooner or later, you will need the assistance of customer care agents. It's just how things are - a problem is bound to happen.

It doesn't need to be anyone's fault, really. Sometimes, payment will go south, or your bonus won't be activated. That's when a professional online casino support team makes all the difference.

Our advice for you today is to read this guide on how to compare casino supports efficiently. This knowledge will take you one step closer to the casino of your dreams.

Importance of Solid Online Casino Customer Support

First, let's see what's the point of online casino support at gambling sites and why it exists. Below, we list the main areas in which support agents should shine.

  • Answering questions – Customer supports at online casinos primarily exists to answer questions. First-time visitors and regular players both often need some answers. Customer care is the fastest way to get it. If the support is good, at least.
  • Helping with issues – A payment failed? Where is your bonus? How to play on my mobile? These are all minor or major issues that online casino customer support typically helps with. In case they can't help with an issue, they will forward you to the person responsible for it.
  • Providing outside sources of information – Sometimes, you may need information from outside sources. Be it problem gambling resources, tech support, or whatever else that isn't resolved in-house; customer care will send you where you need to go.

Specific Problems Customer Care Can Help You With

Now that you understand the role and importance of casino live chat and similar support let's move on. What can customer care at gambling sites help you with? We have listed the most common points of interest they are trained to cover right below.

  • Account registration
  • Bonuses
  • Tech issues
  • Payment issues
  • Disputes
  • Self-exclusion

When to Skip Customer Supports

Online casino live chat, phone support, or email support can and will help with the issues we listed above. But when should you skip customer care, mate? Knowing this will save you lots of anxiety and frustration.

As you may have guessed, casino customer care is not the place to elevate a dispute. While they can receive the initial complaint, disputes are resolved outside the casino typically. For example, you should contact Alternative Dispute Resolution (ADR) providers or the license issuer.

Comparing Casino Customer Supports Done Right

Casino Customer Support Evaluation Criteria

Okay, friend, we can now provide you with some practical tips about evaluating online casino customer support. Each of the important factors is listed and explained below. Make sure to go over all of them because that's the only way to understand how every piece completes the puzzle.

By the way, these are the same factors we use when we give ratings to online casinos about their customer care sector.

Contact Channels

Nowadays, online gambling sites offer players many ways to contact them. A casino live chat feature is incorporated in most of them, which is convenient for players. Connecting with a customer support agent via live chat is easier. Also, it's faster than using the telephone or email options. However, the online casino live chat is typically used for minor issues that can be solved quickly.

Generally, the more contact channels there are, the better. As a user, you always want to have as many options as possible. Also, pay attention to whether the phone numbers are toll-free or not. You wouldn't want to spend lots of cash just to reach out.

Typical Response Time

The responsiveness of customer support is vital. In fact, it's one of the main things you should consider when comparing gambling sites and their casino supports. When a customer reaches for help, they expect the operator to solve the problem in a timely manner. Make sure to consider the average response time of the chosen casino before signing up. The shorter it is, the better.

Reputable casinos have very well-disposed customer support available 24/7, and only a few need a minute to reach out. Typically, live chat response time shouldn't be longer than 5 minutes, while email responses shouldn't take longer than 24 hours.

Multilingual Support

A casino customer service that supports multiple languages is always better than having to use English only. English is a commonly used language, and most online gamblers are fluent speakers. But, some still struggle with it or prefer to use their native language. So, multilingual customer support is always greatly appreciated.

In-house or Outsourced Online Casino Support Team

There is a major difference between an in-house customer support team and an outsourced one. An online casino with in-house customer support is a better option for a variety of reasons. The most important one is that the agents are more informed. Thus, they can offer players better solutions to their problems.

Outsourced casino customer support only provides general responses, which are usually not very helpful. With all being said, a good online casino with an in-house support team is exactly what you need.

Social Media Presence

Social media was initially only used for personal interactions. But today, it's a crucial element for building a brand. Are you wondering what links social media and customer support? Well, social media platforms like Facebook, Twitter, and YouTube play an important role in online casino customer service. Following a specific online casino on social media keeps you updated. It allows you to speak directly with the brand and ensures more flexible accessibility.


The importance of customer reviews is tremendous. They give you an idea of what to expect from the casino's customer service. These are honest opinions and experiences that players have shared with the public. Analyzing them helps you understand how helpful customer support at a specific operator is.

Also, mate! Let us remind you once again that we rate and review the customer support section of every brand listed here. This insight should be enough to set your expectations straight.

FAQs Page or Help Center

Sometimes you don't want to bother with online casino live chat, right? Well, nearly all gambling sites come with a FAQ page. It contains the answers to the most commonly asked questions by other players. That's usually the first place players go to when they face an issue or have any concerns. Some brands only answer a few generic questions, like accepted casino payment methods and technical requirements in this section. Big brands also have entire Help Centers with tons of useful details and search bars. That's always a plus in our eyes.

Process for Resolving Complaints Through Casino Customer Care Agents

While we're here, let us give you some more insights regarding online casino complaints and how to initiate them through casino supports.

It's fair to mention that customer care agents don't typically have enough power to resolve complaints. Yet, they will send it where it needs to go and maybe give you an update about it. If you want to file a complaint with an online casino, these are the steps to follow.

  1. Visit the site.
  2. Log into your account.
  3. Select the customer care contact channel.
  4. Provide all information about the complaints, including screenshots if you have relevant ones.
  5. Wait for a response from the agent that the complaint has been received and sent to the respective team.
  6. Finally, you should wait for a decision regarding your complaint.

Casinos With Top-Rated Casino Supports

We always list all the best online and new gambling sites available in your country first on all pages. We list them in accordance with their rankings. As you can see, the rating can be from one to five stars. Obviously, we don't waste our readers' time with poorly rated operators.

Anyway, when you open a casino review, its overview shows you individual ratings for each section. Customer support is one of those sections. Online casinos with 4-star and 5-star customer care ratings meet our strict requirements, as explained above.

If you want some specific recommendations, here are some of them.

BitStarz Casino has a 5-star GoodLuckMate rating for its online casino support. The operator has a great FAQ section and support around the clock. It also supports various contact channels, including casino live chat and social media support.

Wheelz Casino is another top-rated destination with a 4-star GoodLuckMate customer care rating. The online casino has 24/7 support via live chat and email but lacks phone support. It also offers access to a solid FAQ page.

Spin Samurai also has a 4-star customer support rating on our website due to its lack of phone support. Other than that, the casino marvels with live chat 24/7 and a useful FAQ page. Our experts pointed out that Spin Samurai doesn't offer easy filtering in the FAQ categories.

These are some of our top picks when it comes to online casino customer support. However, you now know all the ranking factors and how to check individual scores. So, you can check out some more options with reliable customer care services.

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Milena Petrovska
Milena Petrovska
Last Update: 10 May 2023
Milena is second-to-none when it comes to researching, reviewing, and recommending top online casinos. She stops at nothing when it comes to getting all of the facts and figures straight in each of her expert reviews. Plus, having worked as a writer within the iGaming industry since 2014, Milena has seen it all and is familiar with every aspect of online casinos.

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