What is Good Customer Service in a Casino and Why It Matters

Customer service in a casino - happy and sad faces on blocks - MGJ
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Casino customer service can make or break your experience.

What is customer service in a casino? What is good customer service? What does customer service do? Is there live casino customer service?

Why are they such important questions? As is the case of any company with whom you might conduct business, customer service in a casino is important because it can make or break your experience. Therefore, what it does, how it is offered, and how quickly it is provided says a lot about the integrity and reliability of the online casino.

Customer service in a casino - 5 Star Rating - MGJ

Customer service quality and responsiveness is a key factor when it comes to choosing the best online casino in Ontario, Canada, or anywhere. It’s right up there with ensuring the casino has a legitimate license, is independently tested, has trusted payment methods, offers responsible gambling tools and fair terms and conditions. 

After all, even if an online casino has your favourite games and great promotions, if you can’t reach casino customer support when you need it, or they take forever to respond, or they don’t resolve your issue – your overall experience will tank.

We’ve all been there, haven’t we? In need of simple customer service and you’re brushed off or treated terribly. I can’t speak for you, but when I’m treated poorly by a company, I take my business elsewhere. On the flip side, if I’m treated well, my loyalty is secured.

So…what should you expect from online casino customer service exactly?

Simply put, customer service in a casino should effectively:

  • Answer your questions.
  • Address any concerns you may have.
  • Resolve any issues you bring to their attention.

Seems like a no-brainer, right? But all too often when I’ve investigated reviews of online casinos that have piqued my interest, among the top casino complaints are from players who have been disappointed with the casino customer service they did (or did not) receive.

Customer service in a casino - happy and sad faces on blocks - MGJ

Naturally, there’s always going to be a player out there who will complain about anything and everything (simply because they’re never happy and need to complain about everything 🙄). However, casinos that have several customer service complaints, especially complaints that are similar in nature, is a red flag for me.

Specifically, casino customer service red flags to look out for include:

What makes for good customer service in a casino?

Good customer service in a casino…

  • Is available 7 days a week, ideally 24 hours a day – If an online casino is open 24/7 you should be able to reach them 24/7. However, the reason I said “ideally” 24 hours a day is that not all Canada online casinos (including the good ones) offer 24/7 live chat. This includes where I play, PlayOJO. Their live chat is open for a solid 18 hours a day, and you can email any time you want or check the FAQ. This is fine for me, because I play during the hours when live chat support is available, anyway.

    Usually, from what I’ve seen, online casinos that don’t have 24/7 live chat or a 24/7 casino customer service number, usually have hours of operation from the early morning (6 – 8 am) up until midnight-ish. If you’re someone who wants the security of being able to reach support right away, I would recommend either playing at an online casino that offers 24/7 live chat and/or phone support or consider playing during the times when the live casino customer service is available (Note: be sure to check the hours of operation time zone! You might live in an EST time zone but the casino’s hours may be GMT).  
  • Is easy to reach with multiple communication channels, especially live chat – There should be more than one way to reach customer service in a casino. Email and live chat are the bare minimum. Other options that may be available include telephone, Skype, or a social media messaging platform (e.g., Facebook, Twitter, etc.). That said, if a casino customer service phone number is offered, it should be free. Personally, I think charging a customer to make a call is just dirty.
  • Is quick to respond to queries – No matter when the hours of customer service operation are or what communication channels are offered, when you reach out to connect with a support representative, you should receive a timely response. For instance, a minute or less via live chat or within 24 hours via email.
  • Includes an FAQ – While not all players will agree that having an FAQs (frequently asked questions) section is necessary for good customer service in a casino, I’m a player who happens to think FAQs are a must. I personally really like when an online casino – or any online business for that matter – has an FAQs section that covers answers to the most commonly asked questions. The more detailed and clear the answers, the better.

    Online casino FAQs are a perfect self-help tool that can provide you with basic info regarding account information, promotions and rewards, deposits and withdrawals, technical stuff, etc., and you can access it whenever. Many times, I’ve found the answer I was looking for without having to contact support or learned something that helped me to ask support a question that was more specific to my issue.
Customer Service in a Casino - Screenshot of PlayOJO FAQ - MGJ
Screenshot of PlayOJO Ontario FAQ

What should you do if customer service in a casino doesn’t cut it?

If you have made every effort to reach out to the casino, including taking your complaint to the highest casino customer service manager you can reach, move on to the next step and reach out to an outside authority who can help you.

Customer service in a casino - Three women wearing phone headsets - MGJ

Customer service in a casino – the bottom line

Regardless of whether you’re a regular online casino customer or a VIP, you should expect good customer service from wherever you choose to play. I do, and I always will.

Do your homework before you sign up and deposit to ensure that the online casino you picked has a good reputation within the industry, with regulators, and with customers.  

We deserve the best online casino experience after all. 😁

Until next time, good luck and have fun!

Mia 👩‍💻

*All links and images in this post are for information purposes only.

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