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Online Casino Customer Support

December 10, 2008

Most online casinos try to provide all the required information up front. Despite that players often need assistance. It may be that they cannot figure out a wagering requirement or that they cannot download a particular game. Hence all online casinos provide customer support mechanisms through which players can access the casino staff and get their difficulties addressed. The usual methods of customer support are e-mail, telephone, fax, call back and live chat.

When players evaluate and compare online casinos they must also compare the customer support facilities, even though these may not be immediately required. Some factors are immediately apparent from the reading of the customer support section. A player needs to check whether the online casino provides toll free numbers for his place of residence. If not, then telephone support may turn out to be a costly affair because verification checks have to be performed before the issue on hand is addressed. In order to ease the burden on the player some online casinos offer call back facilities. The player can e-mail his telephone number and the preferred time and a member of the casino staff will call back. In the absence of a toll free number the player should check if this facility is offered. However the most convenient form of customer support is live chat. It does not cost anything and the response is immediately obtained. Many players are of the view that it is not worth playing at an online casino that does not offer live chat support.

Whereas the mechanism of customer support can be evaluated up front it is difficult to do the same with the quality of the support. There are three components to the quality of customer support. One is whether the support staff is knowledgeable, which is whether they were able to provide the assistance themselves or they had to refer the matter to another colleague. The second factor is the efficiency of the support, which is how soon the staff member was able to solve the problem. The third factor is the courteousness of the staff member while interacting with the player. It is not possible to assess these qualities without actually interacting with customer support. However rather than leave these issues to chance it is prudent that the player engages in some dummy transactions with the customer support before signing on. This will give the player an opportunity to make an assessment before he makes a commitment.

One important factor the player must bear in mind is that being courteous is not the responsibility of the customer support staff alone. It is also the responsibility of the player. If the player is friendly and civil he is more likely to receive a welcome response and get his work done faster. However if the player is aggressive and demanding it puts the customer support staff off, which then may not be willing to walk that extra step.

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