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Casino Live Chat: Our Customer 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.

Players need to have their questions answered honestly too and it’s also important that users can access customer support features easily and that they have a variety of different contact services. Live chat is one of the most popular forms of contact at online casinos as it allows players to get free instant answers from a member of staff.

While some 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 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.

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.

Welcome Bonus

Roxy Palace possesses a license from the UK Gambling Commission and eCOGRA, making it one of the safer casinos available. They greet new players with a 100% Welcome Bonus which allows players to double their deposit of up to £100. Players also receive ten bonus spins to use on the popular Highlander slots game.

Roxy Palace also treats players to ‘free’ money giveaways every Monday and Thursday. Players are only required to log in on the specified day to be awarded the money.

Customer Support

According to the website, Roxy Palace offers players customer service 24 hours a day, seven days week. Players can start a live chat with Roxy Palace, fill out a form to email the customer support team or call them on 0800 051 8938 from the UK or 001 770 261 0098 for anyone in Europe.

But what was their customer service actually like?

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We spoke to two customer service agents with Roxy Palace’s Live Chat feature. Both proved to be exceptionally fast at responding to the initial chat request and remained fast throughout the rest of the conversation.

While the second agent we spoke to explained the wagering requirements and bonus limitations accurately and concisely, the first agent, who seemed unsure of the details herself, 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 her 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.

Meanwhile, Roxy Palace’s Live Chat feature could be much easier to find. Users are required to navigate to the website’s main menu, click ‘Help’, then ‘Contact Us’ before being presented with a new page.

Once there, players click the ‘Live Chat’ button where they’re transported to another new screen. Users must then provide their email address, name, subject of the live chat as well as a username if they have one.

Casino to Play 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.

This can be done by creating a button on the side of the screen which takes the player to the feature or causes a chat box to pop up. While the speed, accuracy and friendliness of the agents we spoke to were great, we feel it’d be better if they didn’t rely on copying and pasting responses or sending us a link to the Terms and Conditions as an answer to our question.

Mansion Casino

Mansion Casino is an older casino provider. Despite its age, it’s remained a very popular platform for users to use when gambling. Mansion offers players a selection of over 250 different games including slots, roulette, blackjack, poker and live casino games.

Welcome Bonus

Mansion Casino will double a player’s first deposit of up to £200 with a minimum of £20. So, whether player’s deposit £25 and get a £50 bonus or go with a £200 deposit, Mansion Casino will automatically double it.

Customer Support

Mansion Casino, which has been around for more than a decade, has promised players 24/7 instant help. Players can use their dedicated live chat service, send them an email at [email protected] or call the customer team on +44 208 166 0060, calls are charged at the standard rate and count towards minute allowances.

But how did their customer service fair against the others?

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We spoke to two customer service agents from Mansion Casino’s Live Chat service. We found both agents to be extremely accurate and quick at responding to the chat and both replied quickly to questions throughout the duration of the service.

However, we did find that, while both agents were friendly, one definitely went out of his way to help us. The first agent immediately touched on the wagering requirements and when we expressed confusion over them, he explained them without hesitation. He 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. 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. She never went out of her way to help us and failed to expand on the discussion. For example, when talking about the wagering requirements and Welcome Bonus, the agent directed us to the Terms and Conditions page and failed to explain how to opt out of the bonus.

While both agents directed us to the Terms and Conditions, we felt that the first provided more support for us. Sadly, it did feel like he was working hard to pressure us into taking the Welcome Bonus when discussing wagering requirements.

It’s important to note that Mansion Casino’s Live Chat feature is only available to website members. Users who haven’t registered with the casino will be unable to access the service. Meanwhile, Mansion’s Live Chat feature is actually buried in the website as users are required to navigate the website’s main menu, click ‘Support, ‘Contact Us’ and then the Live Chat button.

Upon clicking it, however, players are asked to provide their username, email address, subject and to type out the question. This information feels pointless as the customer service agents ask us to confirm our details by providing our full name, date of birth and address.

Casino to Play 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, although we could do without the pressure to take a casino bonus. Despite that, the agent was great.

Mansion Casino can also improve the service by making the Live Chat button more accessible. This can be done by simply incorporating a pop-up button at the side or bottom of the website.

Betway Casino

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.

Welcome Bonus

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

Customer Support

Betway claims to offer 24/7 customer support for anyone who needs help, however, they’re not completely correct about that. Players can call the support team on 0808 238 9841 Monday to Sunday between 8 am and midnight. For anyone living in Ireland, you can call 1 800 932 846 during the same opening hours.

The only 24/7 customer support feature they do offer is the live chat which can be accessed around the clock. But how helpful was the team when we actually spoke to them?

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We spoke to two customer service agents from Betway. Both were helpful and provided us with accurate and concise answers.

The first customer support agent we spoke to didn’t go out of his way to help us but explained the basics of the Welcome Bonus and wagering requirements. We did run into some brief trouble when the agent demanded our username and informed us he couldn’t find it. He later found out and promptly answered our questions before personally welcoming us to the casino at the end of our chat.

The second agent we spoke to was much more helpful than the first. He explained the how Betway’s Flexi-bonus worked and immediately mentioned wagering requirements. When he 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.

Betway features a ‘Help’ button at the top of the website as well as a button in the footer. While the top-button remains in view as players navigate through the games, the footer ‘Help’ button disappears. Even so, clicking the ‘Help’ button opens a new tab presenting users with an FAQ.

There is no direct ‘Contact Us’ button. To open the service, we were required to click ‘Help’ and then ‘I’ve forgotten my username/password. What do I do?’ in the FAQ which took us to the ‘Contact Us’ page. Once there we were able to launch the Live Chat service, but Betway demanded to know our username, date of birth, address, email address before starting the chat.

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.

Casino to Play Score: 6/10

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.

PlayFrank

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.

Players 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.

Welcome Bonus

Upon registering with PlayFrank, the site offers players a Welcome Bonus of 100% of up to £100 along with 50 Bonus Spins to use on Starburst, one of the most popular slot games around. Like other casino bonuses, PlayFrank’s has a minimum £20 deposit, a wagering of 35x on the bonus money and a wagering of x40 on the Bonus Spins.

This bonus is not available in the countries of Bangladesh, Kazakhstan, Malaysia, Mongolia, Nigeria, Philippines, Republic of Moldova, Russia and Vietnam.

Some users have reported seeing strange errors on PlayFrank’s Welcome Bonus page. For some reason, PlayFrank’s website suggests that players receive nothing with their second and third deposits. We’ve contacted  PlayFrank about the issue.

Customer Support

PlayFrank has pledged 24/7 customer support to its players. To contact the customer team, players can email [email protected] or use the live chat feature.

We did just that, and these are our results.

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We spoke to two customer service agent through PlayFrank’s Live Chat and both experiences were completely different.

The first agent took over five minutes to respond to the Live Chat and 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, she did explain wagering requirements and how we could opt out of bonuses.

The second agent was quicker to respond but felt less friendly than the first agent. He also copied and pasted answers but did explain how PlayFrank’s bonuses work.  However, the agent failed to inform us that we could opt out of the casino’s bonuses. Instead, we had to ask whether that was an option or not. Generally, 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, it wasn’t our worst experience but it can definitely be improved.

We do have to praise just how easy it is to access PlayFrank’s Live Chat service. It’s always 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.

Casinos to Play 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.

Casimba

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.

Welcome Bonus

Casimba’s Welcome Bonus has proven to be incredibly popular with new players. It offers new registerees a whopping 200% Welcome Bonus of up to £5,000 on a first deposit. This means players can play with a huge £10,000 if they deposit the maximum amount. In addition to this, players also get 50 Bonus Spins for popular slot Starburst.

Like all other Welcome Bonuses, Casimba has some restrictions. The minimum first deposit is £20 and players are required to wager the money 35x before they can withdraw anything. In addition to this, winnings from the Bonus Spins are capped at £100.

This offer is only available to customers located in the United Kingdom.

Customer Service

Casimba’s website claims to offer 24/7 customer support. To contact the customer support team, players can email [email protected] or use the dedicated live chat service.

We tried it and these are our thoughts.

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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. During this chat, the agent was confusing. Despite being friendly, he informed us there was no payout limit on Bonus Spins from the Welcome Bonus when the Terms and Conditions clearly state there is. He also refused to discuss the wagering requirements with us, going as far as telling us we could withdraw our money whenever we wanted. He didn’t explain the wagering requirements until we directly asking him about it. He also encouraged us to read an entire section of the Terms and Conditions instead of answering our question which was disappointing. We did like that he didn’t pressure us into accepting the Welcome Bonus and explained how we could opt out of the bonus.

When we spoke to the second agent, they asked us to verify our details. She went on to explain the bonuses but repeatedly suggested that we read up on the Terms and Conditions. She also refused to discuss the wagering requirements until we asked her directly. We also felt that she didn’t care about us as customers as we had to keep asking questions due to her blunt and minimal responses. When we asked her to calculate how much of a bonus we’d receive, she told us to calculate the sum ourselves using Casimba’s deposit calculator. Towards the end of the chat, we asked her about the Bonus Spins payout cap and she confirmed that winnings from the spins are capped at £100. When we pointed out that a previous customer service agent had told us otherwise, she ignored the comment.

The third and final customer agent was an improvement over the previous two, but by no means excellent. He also asked us to confirm our details before answering our questions. During the chat, the agent’s responses were fast but he refused to help calculate how much of a bonus we’d receive upon depositing money. He also told us we could opt out of bonuses but failed to explain how. Like the second agent, he provided the minimum information and also confirmed that the Bonus Spins had a cap of £100 for winnings. However, the agent didn’t copy and paste any responses and never encouraged us to read the Terms and Conditions which we were impressed with.

We’re not sure why the first customer agent provided us with the incorrect information but it could be down to a simple misunderstanding.

While Casimba’s Live Chat service proved to be a mixed bag, the service is easily accessible and can be used by anyone.

Casino to Play 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.

Fun Casino

Fun Casino is a relatively new 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.

Welcome Bonus

Upon registering with Fun Casino, the site will offer players a Welcome Bonus of 50% of up to £499 as well as an additional 100 Bonus Spins that can be used on six different slots. Like all other Welcome Bonuses, Fun Casino has several restrictions. A minimum deposit of £10 is required and players must wager the money x50 before they can withdraw anything.

This Welcome Bonus is only available to players in the United Kingdom, Austria, Canada, Germany, Finland, Ireland Norway, Sweden, India, New Zealand, South Africa and Switzerland.

Customer Support

Fun Casino claims to offer 24/7 customer support to players who experience problems. To contact the customer support team, players can call +356 2034 1659, email the customer support team or start a live chat with them.

We tried their live chat service and this is what we experienced.

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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. His responses were blunt and short and he didn’t actually answer many of our questions. Instead, he suggested we read through the Terms and Conditions. In addition, the agent was one of the slowest to reply during the conversation.

The second agent was a different experience. While she was friendly, she relied heavily on the Terms and Conditions. The agent frequently copied and pasted responses and asked us if we were OK with her doing so. In fact, she copied large chunks of text from the T&Cs, told us to read the rules before asking more questions and even attempted to end the chat early. When we repeatedly asked her about the wagering requirements she eventually explained everything step-by-step including how we could opt out of the Welcome Bonus.

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 they provide a name, email and a question first.

Casinos to Play 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.

Grand Ivy

Grand Ivy online casino is one of the newest casinos we managed to review. It was founded back in 2016 but has become somewhat popular among gamblers. It’s licensed by the UK Gambling Commission, the Malta Gaming Authority and Curacao Gaming. It features a wide variety of different games including blackjack, baccarat, slots and live casino games.

Welcome Bonus

Grand Ivy’s Welcome Bonus offers players a 100% Bonus of up to £300 as well as 25 Bonus Spins for Starburst. Like other bonuses, the Welcome Bonus has a minimum deposit of £20 and the money must be wagered x35 before it can be withdrawn. Meanwhile, winnings made from Bonus Spins are capped at £100.

This Welcome Bonus is only available to customers located in the United Kingdom.

Customer Support

Grand Ivy Casino says it offers 24/7 customer support. To contact the customer services team, players can email [email protected] or use the live chat service.

We used the casino’s live chat feature and this is what happened.

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We spoke to two customer service agents through Grand Ivy’s Live Chat. Both answered our questions and provided us with satisfying answers, but were slow to do so.

The first agent took a very long time to mention wagering requirements. In fact, it felt like she was attempting to avoid discussing them. However, when we asked her about them directly she 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 she needed to verify our identity. When this was done, she seemed to relax and told us that we could opt out of the bonuses. She also explained how we could opt out of the various bonuses offered. 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, but also took some time to discuss wagering requirements. She was slow to respond throughout the conversation and suggested we read through the Terms and Conditions to answer our question. When we showed concern about losing money, she 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, she explained how we could opt back in to the bonuses which was quite 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.

Casinos to Play 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.

Rizk Casino

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

Welcome Bonus

Rizk Casino offers newly registered players an excellent 100% bonus on their first deposit of up to £200. In addition to that, users will also receive 50 Bonus Spins on top. However, this Welcome Bonus is also heavily restricted. Players must wager the money x40 before they can withdraw anything and until the playthrough requirements are met, players can only make a maximum bet of £5 at a time.

The Welcome Bonus is restricted to players in Romania, Croatia, Ukraine, Russia and Thailand.

Customer Support

Rizk offers customer support. Players can send an email to [email protected] or contact the customer support team through the live chat feature which requires users to fill in a short form.

When we tried Rizk’s live chat service, this happened:

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We spoke to two customer service agents through Rizk’s Live Chat. Both agents were quick at responding to our messages and provided us with accurate and helpful information.

The first agent was extremely helpful. Upon launching the Live Chat, the agent asked for our personal details and then proceeded to answer our question immediately. The agent was extremely friendly and entertaining but we felt he tried to end the chat as soon as he had answered our question. He did suggest we read through the Terms and Conditions early on and claimed we could withdraw our winnings whenever we wanted. When we asked about wagering requirements, the agent apologised for not informing us about them earlier on. He went on to explain how wagering requirements work and copied and pasted parts of his answer. He also revealed that Rizk regularly offers various prizes to customers before explaining how he could remove bonuses if we didn’t want them.

The second agent immediately asked us for our personal details. He explained the wagering requirements and how they work. When we expressed concern over losing money, the agent suggested we play without a bonus and even offered to forfeit the bonus for us.

The Live Chat service can be launched by both registered and unregistered players though users 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.

Casinos to Play 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.

Codeta

Codeta is a new online casino that only launched in 2016. Since then, it’s managed to establish a loyal customer following due to the variety of games and the excellent customer support offered.  Registered in Malta, the UK and Curacao, Codeta offers a wide range of games including slots, classic table games as well as live casino games.

Welcome Bonus

Codeta’s Welcome Bonus offers players 100% of up to £100 on the first deposit. Restrictions on the Welcome Bonus include the need to wager the money x35 before withdrawing anything, a maximum payout of £500 on the first deposit and a maximum win of 10% of the bonus awarded.

Customer Support

Codeta offers 24/7 customer service, 365 days a year. To contact the customer support team, players can email [email protected]  and get a response within two hours or they can start the live chat service which Codeta which promises to answer within 60 seconds or less.

Did they do it?

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We spoke to two customer service agents through Codeta’s Live Chat. Both agents worked hard to provide us with the information we needed, though there was a rather long wait time for the second agent to respond to our Live Chat which was disappointing. However, they replied quick to our questions throughout the rest of the conversation.

The first agent was incredibly friendly and easy to talk to. While he provided accurate information later on during the chat, his initial response completely ignored our first question. When asked to explain the wagering, the agent offered a brief explanation alongside a link to Codeta’s Terms and Conditions. When we expressed confusion over the wagering requirements, the customer service agent explained exactly how they work, providing an example too, without hesitation. He also explained how we could opt out or cancel the Welcome Bonus if we chose to.

The second agent wasn’t as friendly as the first and we had to wait over ten minutes before an advisor responded to the chat, despite Codeta advertising that agents respond within 60 seconds or less. However, she provided much more substantial information and answered our first question. Sadly, she also pointed us towards the Terms and Conditions. When explaining wagering requirements and other restrictions regarding the Welcome Bonus, the agent copied and pasted responses but did explain how we could opt out of the bonus.

Codeta’s Live Chat service can be access by clicking the dialogue box at the top of the screen. Doing so will ask users to select a language and provide a name and email address before launching the chat. It’s available to both registered and unregistered users.

Casinos to Play Score: 7/10

How to Improve: We can only suggest that customer service agents focus less on the Terms and Conditions and respond quicker to Live Chats – no one wants to be waiting for more than 10 minutes to speak to someone if they’re experiencing a problem.

Mr. Play

Mr. Play is a new 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.

Welcome Bonus

Mr. Play’s Welcome Bonuses offers players a 100% march on the first deposit of up to £50 along with 100 Bonus Spins. However, players need to wager the money and Bonus Spins x35 before they can withdraw anything.

Customer Support

Mr. Play believes in C.A.R.E (Customers Are Really Everything) which is why they have invested in their customer support. However, it’s actually quite limited. The Mr. Play customer support team is only available between 06.00 AM and 11.00 PM in the UK.

Players can contact the team by calling 0203 318 9367 or by emailing them on [email protected] Players can also start a live chat with team members, which we did. Do they really care about C.A.R.E? Find out here:

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We spoke to two customer service agents through Mr. Play’s Live Chat. Overall, we found the service incredibly helpful and one of the best Live Chat experiences we had.

The first agent we spoke to was incredibly helpful. She explained that Mr. Play’s Reload Bonus has a payout limit of £100 and that the Welcome Bonus doesn’t have a payout limit. She only spoke about wagering requirements when we brought it up in conversation. When we asked her more about the wagering requirements, she suggested we take a look at the Terms and Conditions before actually explaining anything. The information provided was accurate and she even explained how we could take advantage of Mr. Play’s in-house games. When we expressed concern over the wagering requirements and about losing our money, the agent informed us that other players frequently meet the requirements before revealing that we could opt out of the Welcome Bonus and all other bonuses. We ended the conversation by informing the agent that we needed more time to think and that we’d start a live chat the following day.

The next day, we launched the Live Chat feature and began speaking to a different customer advisor. After explaining our problem, the advisor was able to successfully transfer us to the advisor we had spoken to the day before. The advisor immediately asked us if we had made a decision regarding the bonuses before explaining the variety of bonuses and promotions the casino runs. When we suggested playing at another casino the agent attempted to keep us with her and then explained how she could help opt us out of the bonuses. She also offered to stay on Live Chat while we made our first deposit.

The second agent was also friendly and provided the information we asked for. However, they constantly referred to the Terms and Conditions and openly copied and pasted from it. However, he later became more helpful and mentioned wagering requirements early on. From there, the agent explained how the requirements work and emphasised with us when we expressed concern over losing money. He also explained how we could opt out of bonuses.

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.

Casinos to Play 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.

SpinStation

SpinStation is a new 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. These include roulette, blackjack and poker.

Welcome Bonus

SpinStation has a Welcome Bonus offering players 200% bonus match of up to £2000 along with 20 Bonus Spins for Starburst. However, the Welcome Bonus is restricted as the minimum deposit is £20, the money and Bonus Spins must be wagered x35 before any withdrawals can be made and winnings from the Bonus Spins are capped at £100. In addition to that, the maximum bet players can make at a time using the Bonus Funds is £5.

This Welcome Bonus is only available to customers located in the United Kingdom.

Customer Support

SpinStation prides itself on offering players 24/7 customer support, 365 days a year. Players can contact the customer support team by email [email protected] or by launching the casinos live chat feature.

We tried SpinStation’s live chat and this is what happened:

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We spoke to two customer service agents through SpinStation’s Live Chat. We’ll have to admit that this was one of our more unpleasant experiences because both agents were unfriendly and we felt as if they were trying to rush through the conversation. However, they were very quick to respond to our questions.

The first agent was helpful but wasn’t the most friendly agent we’ve spoken to. She was direct and to the point. Upon launching the Live Chat, she requested our name, date of birth and address before offering any assistance. She frequently copied and pasted responses and only explained wagering requirements after I directly asked her about them. However, the information she provided was correct but didn’t seem to care when we expressed concern over losing money. Towards the end of the chat, the agent explained how we could opt out of the bonuses.

The second agent was incredibly unfriendly. While she provided us with the correct information and answered all of our questions, she immediately attempted to end the chat. She pointed us towards the Terms and Conditions and even informed us she couldn’t help us 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.

Casinos to Play 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.

Vegas Hero

Vegas Hero is the newest of all casinos on this page. It launched in November 2017 and is licensed by the UK Gambling Commission, the Government of Curacao and the Malta Gaming Authority.

Vegas Hero has become very popular with gamblers because it offers a large variety of games including slots, traditional casino table games and live casino games.

Welcome Bonus

Vegas Hero offers players a Welcome Bonus of 100% of up to £200 as well as 50 Bonus Spins. However, restrictions on the Welcome Bonus include a £10 minimum deposit and the money has to be wagered x40 before anything can be withdrawn. In addition to that, winnings made on the Bonus Spins are capped at £100.

Customer Support

Customer support is important to Vegas Hero which is why it offers three different ways to contact the support team. Players can call 00356 2776 1397 or they can email these three email addresses:

Players can also contact the support team by using the live chat feature. We did, and this is what happened:

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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. However, their responses felt scripted and very familiar.

The first agent explained the payout limits immediately and even mentioned wagering requirements. She also 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. She provided no other way of opting out of the bonuses.

The second agent was a similar experience. They explained the payout limits regarding Free Spins, informed us of the other restrictions involving the Welcome Bonus but only touched on wagering requirements when we specifically asked about them. When we expressed worry over losing money, they reassured us that we could still win large sums of money. Like the first agent, they told us that the only way of opting out of a bonus was withdrawing early and forfeiting the extra 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 users to provide them with a name and email address before continuing with the chat.

Casinos to Play 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.

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Casinostoplay.com is an online gambling guide for players in the UK. We regularly test and rate new casino sites and report on important topics such as casino games, withdrawal times, and the latest gambling news.