Anytime you choose a product or service, it’s a good idea to ensure they have good customer service options. For example, if you’re opening an account at a bank or choosing a new electricity provider, you’ll probably want to know that you can contact the team if you ever need to. 

Customer service is all the more critical for online casinos because you will be playing with your real money. If you run into any trouble, you want the assurance that helpful team members are always available to assist you

Customer support is one of the main hallmarks of an excellent online casino. If you find an online casino with quick and efficient support through many channels, you can pretty much be guaranteed it’s a place worth playing. 

In this guide, we’ll explain precisely why customer support is important and detail what you should look out for when assessing an online casino’s customer support options.

Types of Customer Service Communication Channels

There are many ways that online casinos can support customers, and ideally, the best online casinos should offer a whole mix of methods so that you’re not just tied to one. Different methods of getting in touch with support can be helpful for different types of queries, and different players might also have their own preferences. For example, many people may prefer a phone call, while others default to live chat because it’s easier to use in the background while you’re playing.

The main types of customer service communication channels are email, phone calls, live chat, chatbots, web form, and social media. Many online casinos also have an FAQs section, which can be your first port-of-call before you contact a support agent.

Live chat is usually the easiest way to get in touch with an online casino’s support team, as you can speak to someone in real-time, which makes it easy to explain any issues you have. You can usually also attach screenshots to the chat, so if you’re getting a specific error message or need to show the team anything happening on your screen, this is a good way to go about it.

Some online casinos have a chatbot that will attempt to answer your question, and if that’s not possible, you’ll be directed to a real agent. This feature can be handy if you have a more general query. 

Almost all online casinos offer customer support through email or via a built-in form on their website, usually within the “help” section. One downside of using this method rather than a phone call or live chat is that you might have to wait a few hours or even a few days to get a response, so it’s best for queries that aren’t too urgent. 

Many online casinos that offer services to players in Australia are based in other parts of the world. Unfortunately, their hours might not suit the average Aussie player. This is why you should always look for online casinos with 24/7 customer support, ideally by the real agents on the phone or via live chat, but even chatbot support is better than nothing.

In a similar vein, it’s always good to see when an online casino offers support in multiple languages (even if it’s only via one channel, like email), as this means that they take their international players seriously.

What Makes Great Casino Customer Service

It might seem obvious that there are a few factors that go into a great customer service experience. Still, it’s important to fully understand all of this to evaluate a casino’s support before you decide to play there. After all, the last thing you want is to run into issues and not get good service.

The first thing is the most obvious: the different support channels. As we mentioned, the best online casinos offer support through various channels, including live chat, email, phone, and social media. Even better is when an online casino has 24/7 support that you can call anytime. 

Response time is also extremely important – it’s no good if an online casino has all the necessary support channels available, but you’re waiting for hours on live chat. If the casino is using a chatbot, the expectation should be that you get a response immediately, at any time of the day or night.

If there’s live chat support by agents, you would expect to see how many people are in front of you in the queue, and no matter how far back you are, you’d want to get a response within just a few minutes. Once you’re speaking with an agent, the conversation should continue in real-time, and the only time there should be a pause is if the agent is checking information for you. The same goes for phone support – you should only wait a few minutes for an answer – while email or web form should ideally take a few hours, but it may be up to a few days.

A good online casino usually has a dedicated FAQs section or knowledge base that covers common topics like deposits and withdrawals, account verification, and technical issues, and these sections can be very comprehensive.

In addition, an online casino should have information all throughout the website to make it easy for you to find out everything you need, even if you’re a total online casino beginner. For example, your online casino should have an obvious T&Cs section where you can see all the bonus terms, terms of service, privacy policy, and other essential details. 

Online casino customer support should also be efficient, and the team members should be knowledgeable. Customer support agents at the best Australian online casinos should never tell you that they don’t know the answer to questions and should be able to resolve any queries quickly.

Usually, you won’t be the first person to ask a specific question, so the team members should already have experience answering the questions. If they’re unsure of the answer, they should go off and ask, search for the answer, and come back to you with an answer within a short time frame. On a similar note, the support team members should always be friendly and speak to you in a professional manner, no matter how basic your question might be.

It’s also important that the usability of the support channels is optimised for all devices. For example, some online casinos only offer live chat on desktop, which is not ideal at all for people who prefer gaming on the go.

The best online casinos have live chat windows that are accessible from desktop browsers, mobile phones, tablets, and dedicated mobile apps, and support options should be easy to find at all times; for example, the live chat icon might be sticky in the corner of your screen as you navigate your way around the site. 

Final Words

When choosing an online casino, most people will select based on factors like game variety, bonuses and promotions, and whether or not the casino offers an excellent mobile experience. Still, the importance of customer service is often underestimated.

Good customer support is one of those things that you only really miss when it’s absent, but when you’re going to be playing for real money, it’s of utmost importance that you can get in touch with a helpful and supportive team whenever you need to.

There are several hallmarks of the quality of online casino customer support, for example, which channels are available (like live chat, phone, email, and social media), the support hours (24/7 is always best), and the efficiency and friendliness of the support agents. We recommend you look at the support options and check the help centre before you even sign up at an online casino. 

FAQs

Can you outsource online casino customer service?

The short answer to this is yes – online casino customer support can be outsourced, and several companies worldwide provide this service. Of course, there are pros and cons to outsourcing. Usually, it can work quite well for smaller online casinos that might not have the budget to hire an entire support team or might not even need a whole team of people if they have a relatively small customer base. When support is outsourced, the team members tend to focus on a wide range of casinos, so they might not be quite as knowledgeable about one particular gambling site, but they should have all of the necessary industry knowledge.

How can I get in touch with an online casino?

Most online casinos offer a number of different ways that you can get in touch, for example, by phone, email, and live chat. Each of these channels might have different working hours; for example, an online casino’s phone lines might be open during business hours, while live chat might be open 24/7. If you need to contact an online casino, you should first visit the help centre or FAQs section and check if your question is covered there. If not, the help section usually has links or information about contacting the team, such as the email address or phone number.

Do all online casinos have customer support?

All legit online casinos should have some form of customer support, even if they don’t necessarily have every channel like live chat, email, phone, and social media support. You should be worried if you see an online casino that isn’t contactable or only offers support via a bot and has no details on contacting human support agents. After all, when you play at an online casino, you’ll be trusting them with your own real money, so you need to be able to get in touch with someone if you run into any trouble.