Customer support is one of the vital administrative services provided by online casinos. Players will run into difficulties. It may be a simple issue like a game not functioning or a more serious issue about a bonus being withheld. All these have to be resolved through interaction with the casino and the customer support is the point of contact between player and casino.
Online casinos offer several avenues for contacting customer support and the player has to evaluate which one works best for him. One of the options is through telephones. Most online casinos offer toll free numbers for countries that have sufficiently large number of customers. If the player can use a toll free number then it is great, otherwise he will be paying to talk to customer support over phone. Another drawback of using telephonic customer support is that a verification process is required to confirm the identity of the caller. This is not required in electronic methods that are used from within the casino after logging in. If the issue at hand is a serious one then it is imperative that transcripts or recordings of the communication are preserved. These can become crucial if the matter goes for adjudication. This is very inconvenient for telephonic discussions. The one significant advantage of using telephonic customer support is that the response from the casino is immediate.
The e-mail customer support overcomes some of the disadvantages of the telephonic one. Verification is usually not required if the e-mail is sent from within the online casino. Otherwise the player would be required to provide the account number. Also the player should use only that e-mail address that has been given to the casino. Maintaining records of the communication is also convenient through e-mails because these can be saved. Further there is no cost to the player. The only disadvantage is that the response from the casino is not immediate. Some online casinos ask for up to 24 hours for responding to e-mails. Meanwhile the player has to keep checking his in box for the response. This disadvantage neutralizes all the advantages.
The latest method for accessing customer support is live chat. It combines the advantages of both the telephonic and the e-mail methods. It is free. There is no verification required since the player can access it only when he is logged in. The response is immediate. The record of the communication is there on the casino’s server. However if the issue has the potential to lead to a dispute the player should note the identification number and time of the communication and copy and save the discussion. Though more and more online casinos are offering this mechanism of customer support, not all casinos do so. Players should avoid an online casino that does not offer live chat customer support. |
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I find that the chat systems for communicating with online casino customer support teams will usually work the best provided that there is no hefty delay times in getting to speak with someone on the other end. It's my preferred method of communicating with CS myself.