Casino Live Chat & Customer Support: Our Experience

Customer service is one of the most important factors when it comes to joining an online casino. No matter the operator or site you registered with, you’re going to encounter a problem and if it’s an emergency or something that needs addressing quickly, it’d be frustrating to find out you missed the customer service opening hours and will need to wait until the following morning to fix it.

Play £10, get 100 Free Spins + £200 on SpinGenie

First Deposit Only. Min. deposit: £10. Game: Spinning Wilds, Spin Value: £0.1, Max Free Spins: 108. Max bet is 10% (min £0.10) of the free spin winnings amount or £5 (lowest amount applies). Free Spins must be used before deposited funds. Deposit/Welcome Bonus can only be claimed once every 72 hours across all Casinos. Bonus Policy applies..

150 Free Spins & up to £100 Bonus on Pelaa

18+ Full T&C's Apply. New players Only. £10 min deposit. £5 max bet using bonus. 60x (40x referred player) wagering applies. Bonus valid for 14 days. 15 Spins on pre-selected games will be credited instantly + then 15 per day for 9 days. Free Spins valid for 72 hours from credit. Max Free Spins winnings £100. Ewallets excluded. www.begambleaware.org

Up to £1,800 Bonus & 105 Spins on Jackpot Village

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Welcome Bonus of 35 Free Spins & up to £50

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Up to £100 Bonus & 200 Spins on Casino Planet

18+ Full T&C's Apply. New players Only. £10 min deposit. £5 max bet using bonus. 60x (40x referred player) wagering applies. Bonus valid for 14 days. 20 Spins on pre-selected games will be credited instantly + then 20 per day for 9 days. Free Spins valid for 72 hours from credit. Max Free Spins winnings £100. Ewallets excluded. www.begambleaware.org

Customer Support At Online Casinos

When it comes to customer support at online casinos, it can either be great or terrible. While most online casinos will offer their players some form of customer support, the quality of care you’ll receive and the ease of access to it will differ greatly. You’ll find that some casinos offer telephone support while others don’t or that some casinos will require you to be registered or logged in to access casino live chat.

Meanwhile, the quality of the support matters too. Players need to have their questions answered honestly and quickly, agents should be friendly and welcoming and shouldn’t force players to wait for extended periods before receiving an answer. No matter whether you have a question that needs answering or you run into a problem and need help, each form of customer support has its advantages and disadvantages. Let’s take a look at the different options available within the gambling industry as well as their strengths and weaknesses below.

Email

Email is one of the more popular forms of customer support available. 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. However, it’s important to remember that all online casinos offering services to the UK must follow strict guidelines so you’re completely safe to use the forms provided.

The only downside to using email support is that it can take several days for you to receive a response from the online casino’s support team. Most casinos will promise to respond within 24 or 48 hours, but other online casinos may take longer so we suggest you only use this service if you don’t mind waiting or if your problem or question isn’t urgent.

Telephone

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.

If the casino you’ve registered at does offer telephone support, you’ll find that you’ll receive a much faster response which is great for urgent problems. However, it can be easy to lose your temper over the phone if you believe the agent doesn’t care or isn’t treating you correctly. To ensure you avoid overcomplicating your problem, we suggest you be:

  • Polite: Try not to lose your temper as the agent is simply trying to help you
  • Clear: Try to be clear and concise, tell the agent exactly what your problem or question is
  • Patient: Try to remain patient and calm when interacting with an agent to solve your issue faster

Live Chat

Many customers prefer using a live chat service as it allows users to contact an agent directly without having to pick up the telephone. It’s great for people who suffer from anxiety over speaking on the phone or for its simplicity and ease of access. When using live chat services, you can take your time in writing responses while using the service when and wherever you’d like.

However, it’s important to note that some online casinos will require you to be logged in to use the service while other operators allow guests to contact customer support. 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. 

Reviewing Customer Support

With all of that in mind, it’s important that you gain an understanding of what the most popular online casino sites offer in terms of customer support before registering at their website. While some of the most popular sites offer an exceptional casino live chat service, others just aren’t that great. Take a look at the casinos we’ve reviewed below and discover whether or not they live up to the customer service you deserve.

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. We then evaluated the different experiences and scored them on the following categories ‘Accuracy’, ‘Friendliness’, ‘Speed’, ‘Ease of Access to Live Chat’ and a final score.

Our Live Chat Experience with Betway Casino

Betway Casino Logo Betway is one of the biggest casino operators within the United Kingdom. The casino site possesses licenses from the UK Gambling Commission and Malta’s Gaming Authority and is known as one of the safest online casinos around. Betway offers players a huge variety of games including slots, live casinos and traditional table games such as blackjack, roulette and more.

READ OUR BETWAY REVIEW HERE

Visit now!

Welcome Bonus

Betway offers new players an impressive Welcome Package of £1,000 paid out over three deposits. You can claim a 100% match bonus on your first deposit of up to £250 as well as a 25% and 50% match on your second and third deposits.

Customer Support

Betway offers 24/7 customer support for anyone who needs help. You can contact the customer support team by emailing them on support@betway.com or by launching the live chat service. You’re more likely to receive a fast response by using live chat but how helpful was the team when we actually spoke to them?

Our Individual Scores

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. Unfortunately, they couldn’t locate it for several minutes but after finding it, the agent welcomed us to the service and promptly answered our questions. They explained the basics of online gambling and how the bonus worked, but they didn’t go in-depth. The second agent we spoke to was much more helpful than the first. They explained how Betway’s Flexi-bonus worked and immediately mentioned wagering requirements. When we expressed confusion over the requirements, the agent explained that we could opt-out of them.

Both agents didn’t rely on the Terms and Conditions, though the second agent did encourage us to visit the page to find out more about forfeiting a bonus and early withdrawals. While Betway’s Live Chat service has proven to be good, accessing the service wasn’t. The website seems to be attempting to limit the number of people using the service which can be incredibly frustrating for users. To access the live chat, you’ll need to flick through the site’s FAQ, scroll to the bottom of a page and click the ‘Contact Us’ button after saying the article wasn’t helpful. We’ll have to be honest, Betway’s Live Chat service is one of the hardest to access from the casinos we reviewed. However, the support we received from the customer service agents was great.

Casinostoplay.com Score: 7/10

How To Improve: The first thing Betway Casino must do to improve this is by making the Live Chat more accessible to users. Customers shouldn’t have to navigate through multiple pages before finding the link to launch the chat. 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.

Our Live Chat Experience with Roxy Palace

Roxy Palace

Registered in Gibraltar, Roxy Palace is one of the leading online casino providers in Europe. It’s available in seven different languages and currencies and offers over 500 games including slots, roulette, blackjack, live casino and much more. 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!

Welcome Bonus

Roxy Palace offers new players a 100% Welcome Bonus of up to £100. You can also claim ten bonus spins on popular video slot Highlander. Roxy Palace also treats you to ‘free’ money giveaways every Monday and Thursday. You simply need to log in on the specified day to be awarded the money.

Customer Support

Roxy Palace’s customer support is available 24 hours a day, seven days week. You can email the support team through a form on the website, by calling Roxy Palace telephone numbers +44 8081 699 307 (UK Freephone), +44 3304 030 047 (UK Local Rate), +1 8889 073 257 (Canadian Toll Free) or +44 2072 578 704 (International). On top of that, you can launch the website’s live chat service where you can talk to a customer agent directly. But what was their live chat service actually like?

Our Individual Scores

Accuracy Friendliness Speed Ease of Use Overall

We spoke to two customer service agents with Roxy Palace’s Live Chat feature. 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. Neither agents attempted to push us into using the Welcome Bonus and informed us that we could “ignore” or opt-out, though one agent provided a little more information than the other.

Unfortunately, Roxy Palace’s Live Chat service is rather difficult to find as you’re required to navigate to the website’s main menu, click ‘Help’, then ‘Contact Us’ before being presented with a new page. After this, you must click the ‘Live Chat’ button where you’ll be transported to another screen. There, you must provide your email address, name, and subject of the live chat as well as a username if you have one.

Casinostoplay.com Score: 7/10

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. What’s more, it’d be great if the agents didn’t rely so much on copying and pasting responses or sending us a link to the Terms and Conditions as an answer to our question.

Our Live Chat Experience with Mansion Casino

Mansion Casino

Mansion Casino is one of the most well-known online casinos around. Established in 2004, 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 250 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

Visit now!

Welcome Bonus

New users who register at Mansion Casino can claim a bonus of up to £200 with a £20 minimum deposit. There are several other promotions and bonuses at Mansion Casino you can claim.

Customer Support

Mansion Casino allows you to email them on support@mansion.com or call the site’s two different telephone numbers on 0800 376 8375 (UK) or +44 208 1660060 (International). 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?

Our Individual Scores

Accuracy Friendliness Speed Ease of Use Overall

We spoke to two customer service agents from Mansion Casino’s Live Chat service. 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. It’s important to note that Mansion Casino’s Live Chat feature is only available to registered users and the service is actually buried in the website as you need to click ‘Support’, ‘Contact Us’ and then the Live Chat button. After this, you’ll need to provide your username, email address, subject, and must type out a question.

Casinostoplay.com Score: 7/10

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.

Our Live Chat Experience with PlayFrank Casino

PlayFrank Online Casino

PlayFrank is a unique and colourful online casino that is adored by many. It’s a recent operator as it was only awarded its license back in 2014, but that hasn’t stopped it from becoming popular among players. Customers signing up to PlayFrank benefit from a variety of games including slots, live casinos, baccarat, blackjack and much more. In fact, there’s something at PlayFrank for every type of gambler.

READ OUR PLAYFRANK CASINO REVIEW HERE

Visit now!

Welcome Bonus

New users who register at PlayFrank can claim up to £100 in bonus funds plus 50 spins on Starburst. A minimum £20 deposit is required for the bonus and the bonus must be wagered 35x, and the winnings from spins 40x.

Customer Support

There are only two ways you can contact PlayFrank’s customer support team, either by email or through the site’s live chat service. You can email the support team on support@playfrank.com and wait for a response or you can launch the PlayFrank live chat service. If you decide to do this, you’ll be required to provide your full name and email address before launching the service. We did just that and these are our results:

Our Individual Scores

Accuracy Friendliness Speed Ease of Use Overall

We spoke to two customer service agent through PlayFrank’s Live Chat and both experiences were completely different. 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. Generally speaking, we felt that the agent didn’t care about us as a customer which was disappointing.

Both agents did the minimum work required and neither felt completely friendly. Overall, despite getting the answers we needed, PlayFrank’s Live Chat was disappointing. While it wasn’t our worst experience, it can definitely be improved. We do have to praise how easy PlayFrank’s live chat support is to access. It’s conveniently located in corner of the right-hand screen and is available to unregistered players as long as they’re willing to provide their email address and full name.

Casinostoplay.com Score: 6/10

How to Improve: Firstly, we’d love it if PlayFrank’s customer service agents were much more welcoming to us. Some casinos personally welcome us to the service and we felt that was missing from PlayFrank. The constant copy and pasted answers were also disappointing as we felt the agents didn’t care for our needs.

Our Live Chat Experience with Casimba

Casimba Casino

Casimba is one of the most popular online casino providers in the industry. It’s available in several different languages and has been licensed by the Curacao and Malta Gaming Authority as well as the UK Gambling Commission. 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

Visit now!

Welcome Bonus

New users who register at Casimba can claim up to £2,000 in bonus funds across three deposit bonuses. You can also claim 125 spins on NetEnt games. Like all other welcome bonuses, Casimba’s has some restrictions; you’ll need to deposit a minimum of £20 for the bonuses and must wager the bonuses 35x before they can be withdrawn. There’s also a maximum win cap of £100 on the spins.

Customer Service

Casimba Casino’s customer support is available 24/7 support. While it doesn’t offer a telephone number to call, you can contact the Casimba support team by emailing them on support@casimba.com. 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:

Our Individual Scores

Accuracy Friendliness Speed Ease of Use Overall

We spoke to three customer service agents through Casimba’s Live Chat and had a mixed experience. 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. We felt that the second agent didn’t care about us as a customer due to the blunt and minimal responses.

The third and final customer agent was an improvement over the previous two, but by no means excellent. They asked us to confirm our details before answering our questions and during the chat, the agent’s responses were fast but they refused to help calculate how much of a bonus we’d receive upon depositing money. They told us we could opt-out of bonuses but failed to explain how. We did like that the agent didn’t copy and paste responses. While Casimba’s Live Chat service proved to be a mixed bag, the service is easily accessible and can be used by anyone.

Casinostoplay.com Score: 6/10

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. This could stop customer service agents from copying and pasting responses, providing us with the wrong information and encouraging us to read the Terms and Conditions. We also suggest more transparency when it comes to discussing wagering requirements and the bonuses as the agents seemed to want to avoid the discussion.

Our Live Chat Experience with Fun Casino

Fun Casino

Fun Casino is a relatively new online casino operator. It launched in 2014 but has since managed to cement itself as a popular and fun online casino. Possessing licenses from the UK Gambling Commission and the Malta Gaming Authority, Fun Casino offers over 400 different games including slots, live casino and traditional tables games such as blackjack, baccarat and roulette.

READ OUR FUN CASINO REVIEW HERE

Visit now!

Welcome Bonus

New users who register at Fun Casino can claim a £123 welcome bonus as well as a 10% cashback bonus. Like all other welcome bonuses, a minimum deposit of £10 is required and players must wager the money x50 before they can withdraw anything.

Customer Support

Fun Casino’s customer support services are available 24/7 and the site allows you to call the Fun Casino support team on +356 2034 1659 or email them on support@funcasino.com. What’s great about Fun Casino is that it promises to reply to your email within an hour, which many other sites fail to do. Finally, you can launch the Fun Casino live chat but you must verify your account when doing so. We tried their live chat service and this is what we experienced.

Our Individual Scores

Accuracy Friendliness Speed Ease of Use Overall

We spoke to two customer agents through Fun Casino’s Live Chat service and they were both somewhat disappointing. The first agent was completely unfriendly and uninterested in us as customers. Their responses were blunt and short and they didn’t actually answer many of our questions. Instead, they suggested we read through the Terms and Conditions and we found them to be the slowest to reply during the conversation. The second agent was friendly but relied heavily on copying and pasting the Terms and Conditions. The agent copied large chunks of text, told us to read the rules before asking more questions, and they even attempted to end the chat early.

While the Live Chat experience wasn’t the best, Fun Casino makes the service easy to access. The button to launch the service can be found at the bottom of the screen and is open to anyone as long as you provide a name, email and a question first.

Casinostoplay.com Score: 5/10

How to Improve: The Live Chat service is easy to find and use. However, the customer service agents should brush up on their skills. The first agent could be much more friendly when interacting with potential customers and the second agent shouldn’t rely on copying and pasting from the Terms and Conditions. Also, refusing to answer a question until the customer has read rules is rude and unhelpful.

Our Live Chat Experience with Grand Ivy

The Grand Ivy

The Grand Ivy is an online casino that was founded back in 2016 but has become somewhat popular among gamblers. Licensed by the UK Gambling Commission, the Malta Gaming Authority and Curacao Gaming, The Grand Ivy Casino features a wide variety of different games including blackjack, baccarat, slots and live casino games. It also offers a generous welcome bonus as well as some great extras.

READ OUR GRAND IVY CASINO REVIEW HERE

Visit now!

Welcome Bonus

New users who sign up with The Grand Ivy can claim a welcome package of up to £1,500 plus 100 spins across three deposit bonuses. You must deposit a minimum of £20 to claim each bonus and the money must be wagered x35 before it can be withdrawn. Meanwhile, winnings made from the spins are capped at £100.

Customer Support

The Grand Ivy Casino customer support services are available 24/7. You can contact the team by emailing them on support@grandivy.com and you can launch The Grand Ivy Casino live chat service by hitting the ‘Live Chat’ button on the right-hand side of the window.

Our Individual Scores

Accuracy Friendliness Speed Ease of Use Overall

We spoke to two customer service agents through Grand Ivy’s Live Chat. The first agent took a very long time to mention wagering requirements. In fact, it felt like they were attempting to avoid discussing them. However, when we asked about them directly, the agent finally explained what they were and how it was all calculated. When we expressed concern about losing money, the agent didn’t seem to mind and, halfway through the conversation, decided they needed to verify our identity. We like that she didn’t copy and paste responses or tell us to read through the Terms and Conditions. The second agent also provided accurate information. This agent was slow to respond throughout the conversation and suggested we read through the Terms and Conditions to answer our questions. When we showed concern about losing money, the second agent didn’t care. Towards the end of the chat, the agent checked our account and revealed that we were already opted out of the available bonuses. In addition, they explained how we could opt back in to the bonuses which was helpful.

The customer support agents can definitely use some improvement when it comes to interacting with customers. However, Grand Ivy’s Live Chat service is easily accessible to both registered and non-registered users, which is great.

Casinostoplay.com Score: 6/10

How to Improve: The Live Chat can be improved if the agents are a little faster to reply and actually provide customers with the information they need. More transparency would also be great as it felt like both agents were avoiding a discussion on wagering requirements. However, they were helpful.

Our Live Chat Experience with Rizk Casino

Rizk Casino Logo

Rizk Casino, which brands itself the “no bullsh*t” casino, launched in December 2015 but has become a popular site for many players. The casino, which is licensed by the Malta Gaming Authority, UK Gambling Commission and Curacao, is themed on superheroes and features almost 500 games including live casino, slots and traditional table games such as roulette, blackjack and much more.

READ OUR RIZK CASINO REVIEW HERE

Visit now!

Welcome Bonus

New customers who register at Rizk Casino can claim a bonus of up to £50 plus 50 spins on Book Of Dead. You must deposit a minimum of £10 and the bonus and the winnings from spins must be wagered 40x before anything can b withdrawn.

Customer Support

Rizk Casino only offers players two methods to contact them; email and live chat. You can email the Rizk support team on customercare@rizk.com or you can launch the Rizk Casino live chat service by clicking the ‘Customer Care’ button on the left-hand side of the screen. Doing so will trigger a pop-up window which asks you to enter your full name, email, date of birth and address. Once you’ve submitted that, you’ll have to wait for a response from a Rizk customer agent. When we tried Rizk’s live chat service, this happened:

Our Individual Scores

Accuracy Friendliness Speed Ease of Use Overall

We spoke to two customer service agents through Rizk’s Live Chat. The first agent was extremely helpful but asked us to verify our details when we launched the live chat service. The agent was extremely friendly but we felt they tried to end the chat as soon as they had answered our question. They did suggest we read through the Terms and Conditions early on and claimed we could withdraw our winnings whenever we wanted which was wrong. When we asked about wagering requirements, the agent apologised for not informing us about them earlier on before explaining how they work. The second agent immediately asked us for our personal details. They explained the wagering requirements and how they work. When we expressed concern over losing money with a bonus, the agent suggested we play without one and even offered to cancel the bonus for us.

The Live Chat service can be launched by both registered and unregistered players though players are required to provide a name, contact email and a reason for contact. It’s easy to access the service as it’s found on the website’s main sidebar.

Casinostoplay.com Score: 8/10

How to Improve: While the customer service was already helpful and provided us with the information we wanted, it could be improved by not copying and pasting responses.

Our Live Chat Experience with Mr Play

Mr Play Online Casino

Mr Play is an online casino registered by the UK Gambling Commission and the Malta Gaming Authority. The site offers over 350 games including slots, live casino games as well as the traditional table games such as roulette, baccarat and much more. It’s been praised for its easy-to-use and mobile-friendly layout as well as its generous bonuses and promotions.

READ OUR MR PLAY CASINO REVIEW HERE

Visit now!

Welcome Bonus

New users who register at Mr Play can claim a bonus of up to £200 plus 100 spins on NetEnt games. However, you’ll need to deposit a minimum of £10 to claim the bonus, and the funds and winnings from spins must be wagered 35x before anything can be withdrawn.

Customer Support

Mr Play believes in C.A.R.E (Customers Are Really Everything) which is why they have invested in their customer support. The site’s customer support team is only available between 06.00 AM and 11.00 PM in the UK but Mr Play casino offers plenty of ways for customers to contact the support team. You can email them through a form on the website or call them on 0203 3189 367. Alternatively, you can launch the Mr Play live chat service. But the question we want the answer to is whether they really C.A.R.E. about customers. Find out here:

Our Individual Scores

Accuracy Friendliness Speed Ease of Use Overall

We spoke to two customer service agents through Mr Play’s Live Chat. The first agent we spoke to was incredibly helpful as they explained how the various bonuses work. However, they only spoke about wagering requirements when we brought it up in conversation and when we asked them additional questions about the wagering requirements, they suggested we take a look at the Terms and Conditions before explaining anything. When we expressed concern over the wagering requirements and about losing our money, the agent informed us that other players frequently meet the requirements. We ended the conversation shortly after. The second agent was also friendly and provided the information we asked for. They constantly copied and pasted text from the Terms and Conditions before becoming more helpful later on. From there, the agent explained how the requirements work and emphasised with us when we expressed concern over losing money.

Both registered and unregistered users can easily access Mr Play’s Live Chat service. This is done by simply clicking the headphone symbol in the top right-hand side of the screen. It will launch a pop-up window that asks players to select one of 10 subjects. When this is done, the Live Chat starts.

Casinostoplay.com Score: 8/10

How to Improve: We were extremely pleased with the customer service we received through Mr Play’s Live Chat. If we were to recommend one way to improve the overall service, it’d be to rely less on the Terms and Conditions.

Our Live Chat Experience with SpinStation

Spin Station Casino Logo

SpinStation is an online casino that launched back in 2016. Registered by the UK Gambling Commission, Curacao and the Malta Gaming Authority, SpinStation offers a variety of games including live casino, slots and classic table games including roulette, blackjack and poker. On top of that, SpinStation Casino offers a wide range of promotions and bonuses to keep users interested.

READ OUR SPINSTATION CASINO REVIEW HERE

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Welcome Bonus

New users who register at SpinStation can claim a welcome package of up to £1,250 plus 100 spins. You must deposit a minimum of £20 and the money and winnings from the spins must be wagered 35x before any withdrawals can be made.

Customer Support

Like so many other online casinos, SpinStation prides itself on offering players 24/7 customer support, 365 days a year. While the website doesn’t offer a telephone support service, you can contact the team via email on support@spinstation.com or you can launch the live chat service by clicking ‘Live Chat’ on the right-hand side of the screen. So what happened when we tried SpinStation’s live chat?

Our Individual Scores

Accuracy Friendliness Speed Ease of Use Overall

We spoke to two customer service agents through SpinStation’s Live Chat, and both experiences were rather unpleasant. The first agent was helpful but wasn’t the most friendly agent as they were rather blunt and to the point. The agent frequently copied and pasted responses and only explained wagering requirements after I directly asked them. While the information they provided was correct, the agent didn’t seem to care when we expressed concern over losing money. The second agent was incredibly unfriendly. They provided us with the correct information and answered all of our questions but immediately attempted to end the chat. They pointed us towards the Terms and Conditions frequently and even informed us they couldn’t help at times.

SpinStation’s live chat service is easily accessible. Both registered and unregistered users can launch it by simply clicking the button located at the side of the screen.

Casinostoplay.com Score: 5/10

How to Improve: It’s important that customer service advisors remain helpful and friendly. We understand it can be difficult to do so, but it will leave a lasting impression on the customer if they feel the company cares about them. Also, customer service agents shouldn’t rely too heavily on the Terms and Conditions and should never refuse to help the customer.

Our Live Chat Experience with Vegas Hero

Vegas Hero Casino Logo

Vegas Hero isn’t even two years old yet but the online casino has already earnt tremendous praise from fans and critics. The site launched in November 2017, possesses licenses from the UK Gambling Commission, the Government of Curacao and the Malta Gaming Authority, and it has become popular with gamblers due to its large catalogue of online games including slots, traditional casino table games and live casino games.

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Welcome Bonus

New users who register at Vegas Hero can claim a welcome package of up to £1,000 plus 50 spins across four deposit match bonuses. You must make deposits of £10 to claim each of the bonuses and every bonus must be wagered x40 before anything can be withdrawn. There’s also a maximum win cap of £100 on the spins.

Customer Support

Customer support is important to Vegas Hero which is why you can contact the support team via three methods. You can call the team on either 0800 1700 126 (UK) or 00356 2776 1397 (Europe), email the team on support@vegashero.com or launch the Vegas Hero live chat service. All you need to do is enter your email and full name, once that’s done you’ll be able to chat to an agent. When we tried it, this is what happened:

Our Individual Scores

Accuracy Friendliness Speed Ease of Use Overall

We spoke to two customer service agents through Vegas Hero’s Live Chat and found that they were both helpful, friendly and responded to our questions quickly. The first agent explained the payout limits immediately and even mentioned wagering requirements. They explained the requirements in detail before telling us that we could opt-out of the bonus by withdrawing before meeting the requirements and forfeiting the bonus. The agent was fast at responding and, as already mentioned, incredibly friendly. The second agent offered a similar experience as they explained the payout limits regarding free spins and informed us of the other restrictions involving the welcome bonus. When we expressed worry over losing money, they reassured us that we could still win large sums of money and, like the first agent, the agent told us that the only way of opting out of a bonus was withdrawing early and forfeiting the bonus cash.

Vegas Hero’s Live Chat can be accessed by clicking the question mark at the top left-hand side of the screen. Clicking the button will open a sidebar where players can click on the ‘Chat’ button. Vegas Hero will then ask you to provide them with a name and email address before continuing with the chat.

Casinostoplay.com Score: 7/10

How to Improve: The entire conversation felt somewhat scripted despite being helpful. We’d much more prefer the Live Chat feature if it felt like we were talking to people rather than a script.