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If you are unhappy with our initial response, your complaint would be escalated to either the relevant Club General Manager or to our Complaints Team.
At this stage we would discuss with you whether we can resolve your issue at this point or if we would progress matters as a formal complaint.
If you are not satisfied with our response at stage 2, we would ask that you let us know why you remain unhappy and outline any outstanding concerns that you have.
In addition, we would ask at this point that you let us know what you would consider to be a satisfactory resolution to your concerns. We will then make an assessment on whether, or not, an appropriate response has been provided at stage 2 and a decision will be made on each point of your complaint.
This decision will be communicated by an appropriate manager. All casino operators will publish either publish their email address for queries and problems on their casino website or will provide a forms customers can use to send a message through to the support team.
This form may ask for personal information such as a username, return email address as well as name and date of birth.
Many people find this untrustworthy than other contact options and greatly prefer to call the support team directly or use the live chat service.
Many people prefer speaking to a customer agent directly over the phone and while this can be a great way to iron out your problems or get your questions answered, it can be difficult finding an online casino that offers phone support.
Very few online casinos in the UK offer telephone support but we make sure to highlight which sites do offer a telephone number in our reviews and further down on this page.
To ensure you avoid overcomplicating your problem, we suggest you be:. Many customers prefer using a live chat service as it allows users to contact an agent directly without having to pick up the telephone.
In any case, live chat has proven to be a super efficient support option for low to medium urgent questions. Please keep in mind that if your support query is sensitive and involves banking details or personal information, the casino may ask you to get in touch via email or telephone.
To review the Live Chat service provided by the following casinos we contacted each site multiple times with the same set of questions and requirements that needed to be met.
READ OUR BETWAY REVIEW HERE Visit now! You can contact the customer support team by emailing them on support betway.
Accuracy Friendliness Speed Ease of Use Overall We spoke to two customer service agents from Betway. The first customer support agent we spoke to immediately asked us to verify our account.
The second agent we spoke to was much more helpful than the first. When we expressed confusion over the requirements, the agent explained that we could opt-out of them.
The website seems to be attempting to limit the number of people using the service which can be incredibly frustrating for users. However, the support we received from the customer service agents was great.
How To Improve : The first thing Betway Casino must do to improve this is by making the Live Chat more accessible to users. It was a frustrating process and will be for more customers, so why not streamline it?
Take a leaf from Casumo or Playfrank which has small buttons located at the side of the screen for quick access. Registered in Gibraltar, Roxy Palace is one of the leading online casino providers in Europe.
Roxy Palace possesses a valid license from the UK Gambling Commission and has partnered up with several charities to promote responsible gambling.
READ OUR ROXY PALACE REVIEW HERE. Visit now! You can also claim ten bonus spins on popular video slot Highlander.
You simply need to log in on the specified day to be awarded the money. But what was their live chat service actually like? While the first agent we spoke to explained the wagering requirements and bonus limitations accurately and concisely, the second agent, who seemed unsure of the details themselves, suggested we read the First Deposit Bonus Terms and Conditions on 32Red, the website that owns Roxy Palace casino.
Both agents were friendly, though the first agent, who immediately referred to the Terms and Conditions, felt much more welcoming, eager and, by the end of the chat, tried going out of their way to help while the second agent offered basic information and answered only what was asked.
There, you must provide your email address, name, and subject of the live chat as well as a username if you have one. How to Improve : The most important thing Roxy Palace can do to improve the Live Chat experience is to make the service more accessible to users and stop players from having to navigate through multiple pages before starting the service.
Mansion Casino is one of the most well-known online casinos around. Established in , Mansion Casino has cemented itself as a leading online gambling operator and today remains a popular platform for players to use when gambling.
Mansion offers players a selection of over different games including slots, roulette, blackjack, poker and live casino games along with a variety of exciting bonuses and promotions.
READ OUR MANSION CASINO REVIEW HERE. There are several other promotions and bonuses at Mansion Casino you can claim. Mansion Casino allows you to email them on support mansion.
The calls are charged at the standard rate and count towards minute allowances. You can also launch the Mansion Casino live chat service. But how did the live chat service fair?
While both agents were friendly, one definitely went out of their way to help us. The first agent immediately touched on the wagering requirements and when we expressed confusion over them, they explained them without hesitation.
They also explained how to opt-out of bonuses and offered to stay on the chat while we deposited money to make sure we opt-out of the bonus successfully.
In addition, the first agent reminded us that we need to verify our account with Mansion Casino before being able to withdraw anything.
Meanwhile, the second agent only seemed to do the bare minimum work required. They never went out of their way to help us and failed to expand on the discussion while frequently directing us to the Terms and Conditions page.
While both agents directed us to the Terms and Conditions, we felt that the first provided more support for us. How to Improve : It would be fantastic if all customer support agents were more like the first agent we spoke to during the service.
Mansion Casino can also improve the service by making the Live Chat button more accessible by simply incorporating a pop-up button at the side or bottom of the website.
PlayFrank is a unique and colourful online casino that is adored by many. Customers signing up to PlayFrank benefit from a variety of games including slots, live casinos, baccarat, blackjack and much more.
READ OUR PLAYFRANK CASINO REVIEW HERE. You can email the support team on support playfrank. We did just that and these are our results:.
The first agent took more than five minutes to respond to the Live Chat and their responses remained slow throughout the chat until it began wrapping up.
When answering our first question, the agent immediately suggested we read through the Terms and Conditions and relied on using copy and paste answers.
However, they did explain wagering requirements and how we could opt-out of bonuses. The second agent was faster at responding but they felt less friendly than the first agent.
They copied and pasted answers and failed to inform us of several important issues. Both agents did the minimum work required and neither felt completely friendly.
Some casinos personally welcome us to the service and we felt that was missing from PlayFrank. Casimba is one of the most popular online casino providers in the industry.
The casino offers a wide range of different games including slots, table games such as poker, blackjack and baccarat as well as live casino games.
READ OUR CASIMBA CASINO REVIEW HERE. You can also claim spins on NetEnt games. Alternatively, you can launch the Casimba live chat service which simply requires you to send a message to start the service.
We tried it and these are our thoughts:. We spoke to the first agent as an unregistered user and during this chat, the agent confused us.
Despite being friendly, they informed us there was no payout limit on the bonus spins although the Terms and Conditions state there is, they refused to discuss the wagering requirements and provided us with incorrect information.
Finally, they encouraged us to read an entire section of the Terms and Conditions instead of answering our question.
The second agent asked us to verify our details when we launched the service as a registered user. They repeatedly suggested that we read up on the Terms and Conditions and they refused to discuss the wagering requirements until we asked directly.
The third and final customer agent was an improvement over the previous two, but by no means excellent. They told us we could opt-out of bonuses but failed to explain how.
How to Improve : Since the Live Chat service is easily available to anyone, we can only suggest providing staff with an overview of the Terms and Conditions.
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