Understanding Online Casino Customer Support
Reliable customer service is a hallmark of the best online casinos. They provide high-quality support via multiple channels, ensuring that any issues you might experience are resolved quickly and efficiently.
Strong customer support enhances the overall user experience at an online casino and helps build trust among players. This guide breaks down the support channels available at the leading casino apps and sites in the United States and explains how to use each option effectively.
How to reach online casinos for customer support
| Casino | Available support methods | Hours available |
|---|---|---|
| BetMGM | Live chat, email, social media | 24/7 |
| Caesars Palace | Phone, live chat, email | 24/7 |
| DraftKings | Support ticket, request a callback, social media | Replies within 24 hours |
| FanDuel | Live chat, email, social media | 24/7 |
| Fanatics Casino | Live chat, email | 24/7 |
| bet365 Casino | Live chat, email, X | 24/7 |
| Bally Casino | Live chat, email | 11 a.m. to 1 a.m. ET |
| Golden Nugget | Support ticket, request a callback, social media | Replies within 24 hours |
| Borgata | Live chat, email, social media | 24/7 |
| PokerStars | Live chat, email, request a callback | 24/7 |
| Virgin Casino | Phone, live chat, email | 24/7 |
Our experiences contacting each casino
We tested out each available customer service channel at the leading online casinos. Our reviewers made a note of the response times, the quality and accuracy of the replies, and the general helpfulness and friendliness of the agents.
The BetMGM customer service team replied to multiple requests for live chat support in under two minutes. Their answers were clear and accurate, and the representatives were courteous and helpful.
We were impressed by the responsiveness and helpfulness of the customer support team at Caesars Palace Casino. They replied to our phone calls immediately and to our live chat requests in under a minute. Most questions were answered instantly, although it took a few minutes to receive a reply when we posed complex questions.
This online casino does not provide 24/7 live chat support for all customers, which is a little disappointing. However, the representatives replied within less than three hours after we filled out a support ticket, and they got back to us in under an hour on X (Twitter).
The customer service team is available 24/7 via live chat at FanDuel, but it covers the online sportsbook, casino, fantasy sports site, and racebook, so the agents are kept busy. Sometimes, they responded immediately to our requests, and at other times, we had to wait up to 10 minutes. That said, the replies were always easy to understand, and the agents were polite and friendly.
Live chat is the best customer service option at Bally Casino. The service is available from 11 a.m. to 1 a.m. ET, and it took approximately eight minutes for us to be connected to a member of the team. They could answer simple questions right away, but it took around five minutes to receive an answer to a more complicated question about betting limits.
This online casino is now part of the DraftKings empire, and it offers many of the same customer service options. Live chat is sometimes available, but the company recommends submitting a support ticket for the fastest help. When we tried it out, Golden Nugget reps replied within two hours, and the answers were comprehensive.
Borgata is a sister site to BetMGM and offers the same customer service methods. Live chat is the best support channel, as our requests were dealt with almost instantly. There is also a very comprehensive online help center.
The live chat service is reliable at PokerStars, although wait times can be longer during peak hours, such as Friday evening. Some players on Reddit have complained about the customer support, but our requests were dealt with quickly and effectively.
Virgin Casino offers 24/7 phone support, which is pretty rare for an online casino. We called the number on several occasions, and our calls were answered right away. The agents were approachable, and they answered questions clearly and accurately.
Types of customer support services
Live chat support
Most online casinos offer 24/7 customer support via live chat. This is generally the best option if you need immediate assistance.
Just hit the live support icon within the casino app or website and begin typing. Sometimes, an agent will respond immediately, but you may need to wait in line for an agent to become free.
You can ask follow-up questions and should receive quick replies. When your issue has been resolved, just exit the live chat and continue playing.
Email support
Email support is the best option for more complex issues. For example, we recommend sending an email to file a complaint, as you will have a digital paper trail that you can refer to if you need to escalate the dispute.
If you need immediate help, live chat is a better option than email. However, some sites do not offer live chat or phone support, so you will need to send an email or fill out a support ticket and wait for a reply.
Phone support
Phone support is rarely available at online casinos. However, if it is provided, it is generally the best customer service option.
You can call the team at any time and ask as many questions as you like until you are satisfied. This is often more efficient than using live chat, as you do not need to wait for an agent to type out replies to your questions.
FAQ and help centers
At the best online casinos, you will find comprehensive online help centers. These resources answer a wide range of frequently asked questions, which are typically divided into various categories: payments, promotions, account management, verification, games, geolocation, and so on.
It is normally worth browsing the FAQ section to find an answer to your question before contacting the customer service team. Some sites also provide a bot that can search the help center for you.
Common issues resolved by customer support
The customer support teams at online casinos can resolve a wide range of issues. Here are some of the most common topics.
- Account issues: Resetting a password, verifying your account, changing your registered email address, security, and closing your account
- Financial transactions: Casino deposits, withdrawals, payment discrepancies, and delays
- Technical problems: Game malfunctions, connectivity issues, geolocation issues when using the app
- Bonus queries: Understanding terms, claiming casino bonuses and no deposit bonuses, troubleshooting, referring a friend
The best way to communicate with the customer service team is to make your request in clear, simple language that quickly gets to the heart of the issue. You should always be polite and respectful, as that will make the agents more likely to deal with your requests efficiently.
Why regulated casinos are better for customer support
Unregulated casinos have no obligation to help their customers. They are often quick to answer any questions about deposits, but they are not so forthcoming when you have been waiting for weeks to receive the withdrawal you requested.
In contrast, customer support is a top priority for regulated casinos. Many legal casino apps are vying for market share in states like Michigan, New Jersey, and Pennsylvania, and the best online casinos invest in high-quality support to stand out from the competition.
Regulated US online casinos know that they are more likely to foster loyalty among their players if they provide fast, efficient, reliable customer service. Choosing a site with excellent support can prove invaluable when you suddenly need immediate assistance with an urgent request later on.
FAQ
Yes, BetMGM offers 24/7 customer service. You can contact the support team via live chat or email. Live chat is the best option if you need immediate assistance, as a representative will typically reply right away to resolve your issue.
You can start by checking the online casino’s terms and conditions to determine whether it has breached them. It is also helpful to gather any evidence that will support your complaint.
When you have all the evidence, file your casino complaint to the customer service department, preferably via email or by filling in a web form. Wait for a reply. If the response does not meet your satisfaction, escalate it. At that point, you can also contact the regulator in your state and ask it to mediate and resolve your dispute.
If a licensed online casino refuses to pay you, complain to the regulator in your state, such as the New Jersey Division of Gaming Enforcement or the Michigan Gaming Control Board. Fill in the patron complaint form on the regulator’s website, and the state body will seek to resolve the dispute.
Note that these steps apply only to regulated online casinos. If an offshore, unregulated online casino won’t pay you, you cannot usually do anything about it.
You can email the customer service team to provide feedback. Alternatively, you might like to write a review on the App Store or Google Play, or you could choose to provide feedback on a public forum, such as Reddit or X (Twitter).