Consumer savvy online casino players have been taught that it's not enough for a gaming site to dazzle its players with marketing hype. Today's players know that in order to have a positive experience at the safest and most rewarding sites, they should take a few minutes to check out the small print, look out for licensing information and seriously weigh whether the wagering requirements of promotions and bonuses are doable.
One area that is continuously overlooked, however, is that of customer service at an online casino. We may ignore this section simply because we are tuned to think that online casinos are so virtual in nature that there aren't any real, approachable people on hand behind the scenes.
The truth of the matter, however, is that customer service - or lack of it - can make or break your gaming experience at the online casino. As such, we cannot stress enough the importance of choosing sites where customer support is high on the top of the operator's priorities, and that you can contact the support team any time of the day or night.
Real People With Real Queries
It's true that one of the conveniences of online gambling is the opportunity to play remotely. When it's just you and your computer (or phone) screen, you may forget for a moment that there is an entire team of support people who are on hand to assist you with any real problems or queries you may have.
If you need a particular bonus explained to you, you want to know that there is someone on the other side who can explain the terms to you in a language that you'll understand.
When you're having issues with the withdrawal process, no matter what time of the day or night, you will want someone to help you promptly and professionally.
If you're not sure about the rules of a particular game, you will want someone who understands to walk you through the process.
All of these examples require a dedicated team of customer support people who are available 24 hours a day and 7 days a week to come to the players' assistance as the need arises.
What is Good Online Casino Customer Support?
In order to choose an online casino with good customer support, you need to be aware of what to look out for. These are a few of the features of a site with good service, and which considers its players' needs:
24/7 Support - We'd be wary of online casino sites that offer limited customer support. There is not much point in playing at a 24/7 online casino when there is only support from 9 to 5 during weekdays only. When you want to redeem a bonus at 11 pm, you expect someone to be on hand to help if you get stuck.
Multiple Contact Channels - A good online casino is one that offers you several ways to contact the support team - and that's over and above the fact that the support should be available around the clock. Ideally, the online casino should offer live chat support so that you are only a click away from a team member who can answer all queries in an instant. You should also be able to contact customer service via email, phone and/or on-site form. Some online casinos go the extra mile and offer Skype support. As a rule of thumb, we'd steer clear of online casinos that offer you support through one single email address, for example.
Language - The best online casinos are those that offer customer support in a number of languages in order to serve a wider range of players. What is important for you, however, is the fact that the support team speaks YOUR language. Obscure casinos with no licenses will more than likely have customer support where their English is rudimentary. We suggest that you stick to online casinos that are licensed and regulated by well-known gambling authorities which ensure that customer support standards are high.
Test Drive Customer Support
There is no better way to identify an online casino's standard of customer service than by checking it out for yourself. Luckily, it is relatively easy to put customer support to the test and determine for yourself if it meets your standards. One easy way is to think up a random question and ask the team. Were you satisfied with the speed in which the answer came? Was the response clear and cohesive? Was the support team member professional and courteous?
Don't just stick to one form of contact mode. Link up to live support and ask your questions. Send an email and see how long a response takes. Try the free-call number and ensure that your call is answered.
When in Doubt, Ask
Now that we've hopefully convinced you of the importance of customer support, we can share a few shortcuts with you that will make it easier to ensure a good standard of service.
Read casino reviews on recommended online casinos on good platforms such as this one. The review will undoubtedly include important information about customer support and will save you time in checking out each individual casino on your own.
You can also use leading gambling forums to ask your peers about their opinion on a particular online casino. What was their experience with the support team?
Use Alternative Methods
Sometimes it's not necessary to go through the motions of contacting customer support, especially if you are looking for an answer to a relatively simple question. If you want to know if the online casino supports a particular banking option, or whether a certain slot game is available in the games lobby, for example, we recommend that you look for the answer in the FAQ section at the site. Most good and well-established sites will have a comprehensive Frequently Asked Questions section where you should find the information you are looking for.