Anyone that has ever played blackjack at an online casino will find it necessary to contact customer service at some point. Perhaps a deposit has taken to long to post or a withdrawal has not been received. You may have questions or concerns about the game itself and how it is being played. Here are a few tips about online casino customer service that you should know before you play blackjack online for real money.
The Types of Online Casino Customer Service
There are multiple types of customer service that are offered by most online casinos today. The type that you choose can have an impact on the service that you receive. The most common ways that an online casino will offer support to players are:
- Live chat
Each of these types of customer support has its advantages and disadvantages. To help you familiarize yourself with each method of support we are going to take a look at all of them in more detail.
Live Chat Customer Support
Live chat customer support from an online casino is by far the best method. This type of support is accessed right from your browser or the app that you use to play blackjack. There is usually a button on each screen that you can click to open up a chat window. After a short wait a live customer service agent will begin to communicate with you in real time about your issue.
You will type in your question or concern in the live chat box and the agent will type in their answer. Most answers are provided within a few minutes. Some issues can take longer to resolve if the agent has to look at different aspects of your gaming account. The average wait time for an agent when using live chat support is less than five minutes in most cases.
There is usually an option for the casino player to print out a copy of their chat, or a transcript can be emailed to the player. This helps the player to preserve a record of the chat and any resolutions that were provided.
Live chat advantages include:
- Problem resolution in real time
- Short waiting times
- Comfort of communicating with a real person
The disadvantages of live chat online casino support are:
- Some issues can be hard to communicate in text
- Escalating to a supervisor can be difficult
Email Customer Support
Email customer support is probably the second-most popular option when it comes to getting help from an online casino. In this situation you are asked to send an email from your registered email address to the online casino and wait for a response. In most cases the response will come within a period of 24 hours.
Once you have sent your email to the support address of the online casino, an automated reply will usually come within minutes to let you know that your request for help has been received. This is not the answer to your problem. It is merely a confirmation that your support request has been received. The confirmation may or may not include a ticket number that has been assigned to your request. This ticket number is used for reference in future discussions of the issue.
Within 24 hours you can expect to receive a response from the customer service department at the online casino. They will either offer a solution to your problem or they will ask for more information to solve the issue. You may be required to reply with a follow-up email if more information is required.
The advantages of email customer support are:
- Frees you up to do other things while waiting for a response
- Allows you to upload documents related to your issue
Disadvantages of email support are:
- Can require multiple emails to resolve the issue
- Escalation to a supervisor is difficult and time consuming
- Longer waiting times for a response
Phone Customer Support
A third option for getting support from an online casino is to call the number provided by the casino operators. In many cases this is a toll-free number. Some online casinos that are based overseas may require you to call an international number, so be aware that charges may be required.
Once you dial the customer support phone number you will likely encounter an automated system to begin. You will then be routed to a live customer service agent that can help you resolve your problem. You will explain the issue to the agent, and the agent will verify your identity by asking questions related to your online casino account.
One problem with this method is that many online casinos will outsource their customer service to call centers in foreign countries. It is very likely that you will be speaking with someone that is not a native English speaker. Most of these individuals are proficient in English but may have difficulty understanding some of the language. They may also have an accent that you are not used to. Be patient. The agent is doing the best they can under the circumstances. Try to remember that you sound as strange to them as they sound to you.
The advantages of phone support from an online casino are:
- Problems are addressed in real time
- Escalation to a supervisor is much easier than other methods
- Wait times are most often reasonable
The disadvantages of phone support are:
- A language barrier can be present
- Some numbers incur international calling rates
How to Improve Your Online Casino Customer Service Experience
If you need customer service from your favorite online casino there are some things that you can do to help speed up the process. Taking these actions will help you to receive better assistance.
- State the issue that you are having in very clear terms
- Be brief but direct
- Have your account number handy and any other personal information that is required
- Have any confirmation numbers for deposits or withdrawals
- Be sure to get the name of all persons that you deal with
- Save all email correspondence with the online casino, make screen shots of chats, and document the time of phone calls that were made
Don’t feel bad if you have to use online casino customer service from time to time. It happens to every player. The method in which the online casino handles your issue will also have an impact on your decision to keep playing there.