Topic: Rant: Casinos should hire people who knows about what they do (Read 588 times)

It's true that casinos hire professional customer supports who do not know much about gambling. Because the customer representatives may consist of people who do not gamble. Their job is to help you with things like, withdrawal, deposit issues. And they're prepared to assist in such a dispute and provide the right answer or problem attached to it. For example those that serve drinks on casinos, it's not their duty to know about the slot machine. I've reached to few customer supports in the past and they were educated about gambling to some extent. They online advised me to read their TOS, that was the only help rendered to me. In the case of OP, it's their job to ask a gambler within them to handle such complaints. Or ask OP to wait for few moments, the answer or support he wants will get sent to him via email. The casino have their reasons for hiring them, since they'll obtain the profile of the applicants before selecting the people that'll join their company. Hence, it's the niche of the customer support reps, so they're more likely to see customer support job openings. We also expect that they have rules governing workers, which we do not know about.

It is best that after the casino receives a report about the performance of its agent who cannot work optimally, it should immediately give a warning to the agent and perhaps the casino can replace it with another agent who knows more about the ins and outs of the casino so that it can provide answers that satisfy its customers. Indeed, this is a trivial matter and maybe not very important, but the casino must know that support services are the end of the casino that will always deal with its customers. And customers will contact support service agents so they must be able to provide answers that can help their members.

Smile, and lolz. May be the casino recruit those guys to help them solve simple problem and when the complain is difficult or technical then there would make a reference to the management and those support team are not from the technical side and they don't no the technical knowledge of the casino. And as you said it is good to use someone that has knowledge on casinos to stay in the customer support team so that question will be handled properly.

There are sometimes they support team workers pretended to be an experts and when they have been employed they display the worst part of them. And it is good to hire knowledgeable persons that know about casino games not a passerby.

Include that to your reviews to them so that they will be aware of what they've got in their customer support. AFAIK, whether they hire through an agency or another party.

Before they deploy it on the production and actual operation, there's always the product review and seminar or something sort like that.

Yes, this is what they have to do when they get a low ratings from their CS.

A very common sense thing to be done on which it would really be that understandable that in business then it would really be just that normal that you would be hiring those people who do really knows on their job description because once that a certain user would really be having that bad experience or not be able to satisfied with those kind of support service then it would really be ending up on losing customers just because they would really be having those kind of impressions that the site do really sucks because even on their support system cant really just be able to handle up issues or whatever questions that a certain user would be asking
or simply  they would be seeing to be totally non-competitive or simply cant really be able to do their job well. In this case, then its not something that a business should really be that doing because it would really be that resulting that negative impact on someones business if they wont really be hiring those correct or right people for a specific type of job. It doesnt make sense and if ever you do hire someone then making up some trainings and demos about the site is a must thing.

Effective customer support is crucial in the casino industry. Hiring knowledgeable staff who understand gambling intricacies can enhance user experience and trust. Inadequate support may deter potential customers and harm your business reputation. Prioritize staff training and expertise for better customer service.
A good example of the work of the support service is Olympia Casino, about which read the review on aussiebestcasinos.com. Olympia Casino's commitment to well-informed and helpful customer support sets a standard that others in the industry should aspire to meet. When customers have questions or encounter issues, they deserve to receive clear and informed responses. This not only ensures a smoother gaming experience but also fosters trust and loyalty among players. Casino owners, take note – investing in knowledgeable staff is a win-win strategy for both your customers and your business.

That's just it. It's frustrating when customer service just points you to the Terms of Service without actually giving you a straight answer. If someone's reaching out to customer support, it's because they're looking for a specific, personalized response, not some generic info they could have found in the fine print themselves. It's all about getting real help, not just redirecting to the rulebook.

Well, I haven't experienced this before. All the customer support for casinos that I have spoken with seem to have the basic understanding about their website and sections on the website. I also don't think they should know everything and where they don't, they should be able to transfer the customer to a supervisor or a colleague who they think would be able to answer the question correctly.

On the other hand, even if the casinos operator hires people who do not know jack about gambling, I remember that one of the stages in the hiring process is the onboarding stage;


In the onboarding they should teach the customer support about gambling, the website, what they do and all.

Obviously it's very annoying, but it's a common problem that most people seem to experience. Bots often do not provide satisfactory answers, of course they never solve the gambler's problems and here I fully support better efforts at solving customer problems. Customer service must provide maximum service to anyone who has a problem. Bots don't work well for some problems, but casinos sometimes ignore that until they get a bad reputation including losing some customers.

I've been experiencing a hard time trying to reach a customer in some gambling online support and most of the time I receive automated emails instead of speaking to a real person. It's possible that the customer is simply lazy to respond to my messages and instead sends me a link to the TOS without any clarification. This can be quite frustrating, especially when I've been waiting for a reply for days only to receive such a response like that. It often feels like I'm dealing with a bot rather than a human.

I believe the customer support just wanted to be on the safe side  .  Since the question can be answered on the TOS, it is the right thing to do, IMO, than answering your question personally.  I also happened to encounter such customer support when I asked if it is okay for a non-restricted country to use a VPN and he copy-pasted the part of the TOS that tells about the use of VPN. I ask the question about the use of VPN of the non-restriced county and the customer support answer is that they don't advise (they don't answer if it is allowed or not, and just answered that they do not advise the use of VPN).  Lol, what a cliff hanger.

There should be a frequent service check if their support staff are delivering. It is really annoying to encounter customer support who are lazy or keep us hanging instead of clarifying the questions we had asked.

We've got good number of trusted gambling platforms. I don't know how far it is true that customer support personnels were not aware of what they're doing. Whenever a person is assigned for a work, the person should have the best knowledge. Only then it is possible to give the best support to the customers.

Nowadays it is very rare we get connected with the support team. Most of the problems were solved by the AI support platform which request us to select the complaint from the list and provide us with the apt solution. If that weren't solved, further gets connected to the support team.

Good casinos have better staff that's educated for it and they tend to pay for their staff.

But more sketchy the casino, more they save in customer service. And there's no way that educated people would work under paid, solving tedious problems that take too much of their time. And most of bad customer services work with the question&answer sheet anyway. Anything other than that they need to ask from their superiors, and by doing som they are basically doing worse job then a FAQ text, but i guess they are giving a sense of security to some customers.

I have been in you situation before where I was trying to explain my account issue with their casino, that live chat agent was not making any sense with his words and explanation first I thought it was an AI bot answering me. When I insisted and tried many times to explain better he asked me if I speak Hindi language and in that moment i knew he wasn’t a bot but an agent using a translate service.
Unfortunately most casinos doesn’t want to spend much money on their support team so they hire the cheapest ones available. What matters for them is the upfront picture of having a live chat support that works 24/7 and they don’t care if their customers are being treated well or not, The good thing here in Bitcointalk the casinos hiring experienced users and representatives that you can reach easily.

I believe, one way to let the casino know about their customer service, is give feedback or rate their assistance to you.
Some casinos will give you option to rate the service of their customer support and the reason why you give such rating.
So if you are not happy about your experience, share your feedback. Maybe the site will listen to your complaint and investigate the staff.
We can't expect that customer service will be at the top of their game. You will really encounter bad customer service in any industry, not only in gambling.
Also, some complaints are not resolved owed to the customer service not because of the site.

It would be a problem if the volume of users within the casino it is way bigger than the staff intended to help those who have any kind of problem with the platform. Let us assume, for example, that a casino starts with a relatively low number of gamblers, so they could easily give customer attention by hiring around 2-3 people. If the service is good and the volume increases, you cannot expect the casino management to keep the same amount of employees to manage the double or triple of people, specially if they would not even get extra money for such titanic work.

I always try not to understimate the work of those in departments of customer support, it can be a harsh and ungrateful position..

What information about a casino wouldn't have been listed on their website or in their ToS, maybe you're the one not reading it or going through them where they are, the only reason i can accept your notion is if the casino is a low standard or scam casino, then using such could only place you to be wandering around without direction of what you're looking or asking for.


The normal procedures is that the casinos will employ workers, agents or staffs as the case maybe, train them and inform them about what to do then pay them, some managed to be good at it while some customers agent aren't familiar with how to handle logged complaints, the worst of it you wouldn't like to encounter is when you're chatting with robot.

Haha , 😂
This is nothing new to be honest, and it's also not something peculiar to gambling casinos alone, several times I've had issues with some cryptocurrency exchanges and contacted their customer care for help, to my amusement, the customer care didnt know sh*t about what I was complaining about, the whole thing got me furious and yet, very funny at the same time, at a point , the idiot closed my ticket without my issue resolved, I had to open another again and at the end of the day, It was me who still figured out how to fix the problem my self ..

So yeah, very much agree with your last comment, focusing on casinos now, it can be really frustrating to come across an issue and then reach out to the customer care whom we thought or believe should know better and have an answer to our questions and solution to our problems, only to discover they know nothing, it's so unprofessional and can cause such casinos to lose a lot of customers, every gambling casino, and businesses out there should make sure their staff, most especially customer cares (since they are the ones closest to the customers) know every basic things about the company or business .

If the gambling site is consist of less employee it won’t be the problem.The important factor is the website should hire the experienced and efficient works.In some work place,two people will do the work of four people.Like this the efficient of the player is depend on the website feature.If the website was good many people will do the gambling in the website which give the good income to the gambling owners.So the gambling owners can build the website to the next level.This leads to increase in the gamblers again.

But what if they cannot hire a small workforce because the volume of gamblers?
I mean, there is no question a good customer support is key to have a successful casino in the long term, but that is something some small gambling startups cannot satify at first or do not have enough experience to realize what the priorities are.

A good example would be if s casino has many tickets for customer support, we could debate if the staff is supposed to hire more personnel or invest in their software instead, so less people will have trouble. There are chances to commit a mistake which would end up with not good enough people take care of other's problems.  If those things did not happen, there would be no problems with support at casinos, when in reality there are.

If you really want to use the casino for the longer period,it was most important one to find.The gambling site will have the support to contact if you get any issue.Checking the support in the gambling site was most important one.Then you come to know whether it is legit or scam,if the casino only had chat bot and never arranged a direct call with the people.It mean they are going to scam at the big money.So it’s far better to skip the gambling site which had chat bot alone while the other gambling sites had the call support to rectify the problem.The call support is the best option for the online gambling site,because we are dealing the gambling site by online.

I think that's not the case at most casinos.

They are paying for a service in a first place. Why hire those not capable?

To save money while having good customer support, they will just form a small workforce. It's not make sense to save money and one of they should do is to hire inexperience people? A customer support team can consist of professionals even how few they are. Aside from that, customer support is one of the pillar of a good gambling site. That's one of the criteria that gamblers mostly care about that's why it's a big deal to prioritize.

hiring a good staff may require a good budget from the site. however, it will provide a good experience from their patron, which can easily spread a good word about the casino. now, it depends on the priority of the site, spend some money on this customer service or not.
because the truth is, when your issue is being resolved fast, you tend to stay on the site and recommend it to others. so casinos should really consider providing a support team that knows what they are doing.

They work like a bot most of the time because of those script though I think it will be a case to case basis.
I agree with the point of OP here, better for the site to hire a more knowledgeable support team to handle the concern of every gambler and if there's a language barrier I think they can also hire someone who are more proficient to a specific language. Well, its good that the review site actually gets the information from the site itself instead of making their own interpretation.

A massive painpoint of mine as well with dealing with customer services of these casinos. It's either they are exclusively inaccessible or inconvenient cause they either use a chatbot or they are forcing you to send them an email back and forth, or they hire people who don't know shit about the very casino that pays them by the hour. An upgrade in the customer service system of these casinos wouldn't cost that much, they'll literally just put these people into a systematic training program to equip them with the tools they need, it's not going to be that hard.

It's time these casinos and bookies stop with cheaping out on providing aftersales services. The problems of the users only begin with playing on their platform, the least they could do is to be attentive about it.

They should know that their players are from different countries so they should be proficient when it comes to the English language which is being used as an international language because if there is a problem with communication, it will be hard for them to fix the issues and concerns of their users.
Companies and casinos should set standards especially when it comes to communication skills when it comes to hiring support workers because that's the only way they can clearly understand and polish the concerns of gamblers. It's really frustrating that there are support workers who are having a hard time understanding their users because of the language barrier.
I think it's something that they should focus on so they could provide good services to gamblers.

For those of you who never worked in support:

Most companies have at least 2 levels of support where the first level are people who are there to engage in conversation and make the client feel like the company cares about him. They're able to answer basic questions about the account, change password, lock and unlock account, check IP and if there was unauthorized access, verify identity... Level 2 support is asked for help when a client has questions about bugs on site, wants to report a mistake in the system, lack of withdrawal on his address, while it shows as processed on his account page and all the other more difficult problems.

Many companies try to pay the least it can, hiring people from India and Africa because they take $1 per hour and someone from the US or EU will want $10+

Damage control is what a lot of platforms do best and not damage prevention. These things could easily be avoided had they chose candidates for the job that are really willing to learn the ropes and provide actual customer service. While the platform itself may not really be doing something wrong, in this case it's the customer rep that stoke the flames that could have been put out easily if they know what to say.


There are tons of skilled people out there that can do the job for roughly the same amount. It's just that the recruitment team of these platforms are not doing their best to filter the applicants before sending them to final interviews. Also, I believe that customer reps should have continuous learning of the product or service they are trying to 'support' and not just be another salaryman that only takes and takes but never tries to give a little something for the job.

Myself I do not have any problem with casinos and other services outsourcing their work force to countries where English is not the main language talked by people, but at least it would be great if they had some minimum standards on English pro-efficiency or if there was possible for some casino representative to work with the foreigners hired in place, so if there is some problem which they are not trained to take care of, the representative can take the issue and solve it by his own.

Since customer support is a formal work by its own, there would be some curriculum or resumé to be scanned by casinos when they try to seek for personnel, sure, some small casinos may try to save money and hire inexperienced people but that would only go against their reputation in the long term.

Most of the time, Support like this is only present on mediocre casino like local online casino with low budget because all the crypto casino that I play with especially Duelbits has the best support that can help you to solve the problem in both gambling and account problem.

I always encounter problem regarding claiming bonuses and the support usually fixed this with just a few minutes. Your description is the one being described by the OP, a support that just using a script is not needed at all because the casino can use the Faqs for their script. I think being knowledgeable on both gambling and the casino technicalities is really a must for support skills set.

He gambles at different casinos because he works in a casino review site and maybe he is rushing too? Because he choses to inquire in a customer support rather than to their communities like on this forum if they have one. Although yeah, he should consider them more because I also think that their representative there have an adequate knowledge about the things inside the casino, but the customer support is only specialized on some specific matters.

The casino is the employer so they can choose if what payment they will set but at the same time they can up their qualifications. There will still be lots of interested applicants after that because jobs are getting hard to find now.

There will be an issue if the support is a third party some party supports hold at least 5 to 6 project on their shift and they have ready a script on them so if your questions is not on their script then you are not going to get the right answer, and besides some questions are that are not gambling related and about platform is not their scope, you have to ask them the admin of the casino some support are not gamblers I encounter one support where I ahve to wait for a few minutes for them to give the right answers, so don't rely on support be specific on the right support that you want to answer all your queries.

I agree that customer support responsibility is limited (not know everything about the casino), if the question is really simple but the live support is not able to answer it then it is not good for the casino.
The reason is because the live support is not always coming from the casino, it can be a paid 3rd party service which the main skill is to communicate with customers.
It is not only in online casino IMO, I experience it myself in exchange site where the live support is not able to answer my question and the support need to forward it to the one who are in charge for it.
However having well knowledge live support especially most thing in the casino will be a better thing.

Even though they may have knowledge about gambling, maybe they have some difficult interpreting and comprehending texts, what is really common nowadays, especially on the internet as social skills are poor and decreasing due to the excessive adoption of abbreviations and slangs to communicate each other. English language can be also a barrier on many international virtual casinos, difficulting the clear and efficient communication between support and customer.

It gets harder when you speak to Non-English speaker Support agent who use translator to answer their clients. Usually they take time to translate your message and then they write their response and translate it again. As you know, automatic translators are worst for these jobs but some supports agents use them to talk with their clients.

It's frustrating to explain a thing more and more and they ask you wrong questions. If support agent is new and don't know much about their platform, that's another worst case. Casino owners should care about it before they get bad reviews.

They don't know much about anything, and they are working for some salary, which is simple, but it's hard to understand how someone hired them. I heard that support agents work for 300-400 dollars a month, which is certainly a little... the casino saves money by hiring an agency to do it for them. And when the salary is low, unskilled people are employed, as always.

Yes, that's what not many people know that there are certain limitations that are known by customer service and it's true you said sometimes customer service is not part of the casino team also usually people who work part time and work at home don't really know the technical problems that exist in casinos it, usually leads to articles for basic complaints and information about the casino as well as the casino requirements.

But most people think more about that, I sometimes never contact customer service unless the email information is not visible where I have to create a ticket to contact their team, because asking for internal problems for example pending withdrawals usually customer service doesn't know about that and only people working inside like technicians manage it so have to contact via ticket. 

You can actually see how some of these customers support personal are working from cue cards with their responses. They are trained to answer questions in a prepared format and the moment when you ask something that are not trained to them, then the wheels come off.

The other problem are related to "language" ....because a lot of these employees are hired from other countries, where English are not their first language. The gap in communication and the way it is interpreted, create a lot of conflict and miscommunication. 

They are customer supports lol, not devs. They only care if the customer is having problems with the withdrawals or making deposits. Other than that I don’t even think they are allowed to respond even though they have an idea about the situation. If you ask them a question which is not on their responsibilities list, they will give you a generic answer… Most of these customer supports don’t even know where the company headquarters are. Most of the time they work from home and they make their money by successfully answering the tickets. You are expecting too much from them imo.

Even if the casino is legitimate and trustworthy, they should not employ people who do not understand the casino at all because it will worsen the image of the casino in front of its customers especially if the support service agents cannot explain or answer questions from their customers. People will judge that the service provided by the casino is not good and will complain about it to the casino admin and even to the casino owner. At least the casino has to conduct interviews and tests on its prospective workers so that they know which ones know the casino and which ones don't. The salary can be adjusted to the budget set by the casino owner, but the most important thing is that the casino has people who know their job.

That's right, I think you feel annoyed at a gambling website that suddenly redirects to another platform, that must be very annoying. If it makes it difficult for you to play on that site, try a site that is friendlier and more comfortable for its users. Not only that, I'm sure there are hundreds or even a thousand gambling websites here.

There are lots of users who are good at screening, interviews, and showing what they are capable of during an application. That alone is the reason why gambling sites are able to hire them without a problem. They can only see if they are really good once in action. Aside from that, it's not the gambling site owner who is responsible for hiring these people as there are part of the team that handles the application of those who want to be in customer service.

Customer support also has lots of pre-recorded messages that they will easily paste as a response depending on the concerns of the users. That's why when talk about a specific problem that they don't encounter much, they will end up saying a response that we didn't find as appropriate.

I encountered lots of them already but decided to just close the chat and find another support in touch. I don't want to spend time talking about that kind of support. It's even better to just ask them in email compared to live chat as email support has lots of time to give a customer a much better response.

You got it right and i would say that i do have that experience too on which asking out something about the site but ending up on getting a response which it isnt really that in connected in regarding my concern or

my issues on which you would really be molding up that kind of question on mind on what the heck they've been talking about. I do agree on the point that you made that they might be hiring up someone who isnt really that totally able to know their responsibilities and actual work or job just because they are really that saving when it comes to expenses. Its not really that bad on being mindful about expenses and other stuffs
but they should really be having that consideration because customer support is one of the things on which some gamblers are really that keen into.

Once they do have that bad impression towards it, then it would really be totally be changing up the whole mood and interest that they do have on the platform that they are currently dealing with.
Some might be able to ignore and tolerate but there are really ones who are really that to meticulous when it comes to these aspects on which it would definitely
affect their own views into it.

Either the employee manages to persuade the owner to hire him without knowledge and experience or the owner of the casino just wants to hire a cheap rate freelancer to work for him. But its not going to be worth it if the employee ruins the reputation of the casino.

I managed to get hired by someone to work on their social media marketing without my experience and I struggle to keep up. I have to Google everything before working on it. Eventually, my employer said enough, took her 5 months.  But yep I work hard and do the extra mile to accomplish stuff.

Then what does the customer support say, does he not understand your explanation or does he really not understand? When he as a support customer didn't understand what was said to him, to be honest, I often experienced annoying things when asking some support customers.


Same friends, I often encounter this, they always post a link to the TOS even though it's clear what I'm saying about the problem, but they still tell us to read the TOS again. 

Totally agree with yahoo62278.

@steve5946, you work for casino reviews, right? Well, no matter what your experience with customer support was, you should include it in your review. That way, your readers will know what they're getting into when it comes to customer support on that casino platform.

I believe that top-notch customer support should be a casino's priority, right up there with offering a fair gambling experience and maintaining a solid reputation. Sadly, some new platforms go all-in on marketing and attracting new players, but that won't cut it in the long run if they can't keep players happy due to lousy customer support.

I don't see what the OP is experiencing is a problem because of the bet but he questions the technical problems that occur, and it is impossible to employ gamblers as customer support when what is experienced is a technical problem.
I agree with what Synchronice said, some gambling sites only employ people in developing countries (remote work) who are only responsible for answering every customer complaint, because it is impossible for gambling owners and developers to answer customer complaints one by one every day so they are looking for remote workers who will only be responsible for answering and listening to customers' chatter.
The knowledge they get for the gambling sites that employ them is of course not extensive so they are often confused about what to answer and can only answer later we will follow up.

This is issue with many operations sadly. I think they don't exactly hire people but actually hire companies that give customers services to various different sectors. So people working there are good at being customer service but anything other they probably know nothing. When you do not incentivize workers there to learn casino services, they literally will never do it themselves. There should be extra funds + customer service working directly for casino that will teach others.

To be honest, that specific situation may or may not have anything to do with customer service at all.
Some people who are hire to face the customer wand troubles with the platform are trained or told to deal with specific things, like account recover, red flag when they suspect there is some scam going on, answering questions about withdrawals, etc.

They sincerely may have no idea if the staff for some reason are doing some changes within the casino. Granted, perhaps it is a problem of lack of communication between staff and the customer service department; but let us keep in mind that most of answer they have to give are related to other things.

I had to deal once with a casino which gave me trouble with account recovery and they did not know about some features of my email, it was kind of frustrating.

If that's an actual thing, it only means that support they've hired are only focused with the customer problems that they have t odeal with and mostly that's not part of the spiel that's given to them.

But they have to know the things within their casino and answer as simple as the question you've asked them to. They can navigate on their own and find that out where it's directed and give their own answer to you.

It's not going to hurt them to have their own answer even it's not part of the spiel given to them. That's what support is all about, to give the answer their customers are looking for.

Can you provide the detailed conversation between you and the customer support? It's really that some casino hires a support that doesn't knew exactly what they are doing since they are just using a limited information for there job while asking a little bit our of that scope will make them confused.

I just want to know how do you exactly ask them since customer support really don't the existence of review site for gambling and asking them like Q&A will make them comfortable because they might provide information that isn't supposed to be released in public.

Nevertheless customer should be flexible and can answer any type of questions as long as it's related to casino that they are working with or else they should be replaced by a chatbot.

Only some of the gambling sites are legit and that legit website will provide the good support to the users,So before using the gambling site.It’s most essential one to find whether the gambling site had support or not.The casino should take an interview before they require the people to their site.Some casino hire the people who don’t have enough knowledge,because the less knowledge people will ready to work at low payments.The more skilled gamblers will ask high money,it’s most important factor the gambling site only hire the skilled people.Because the experienced people help the gambling site to grow to next level.

I bet customer supports have supervisor who is more qualified and probably this person has to take care of hard tasks. For simple chit-chat, these customer supports are probably enough and their 90% of customers don't have serious problems, plus these companies are really saving a lot.
For example, in Germany, company has to pay minimum 12 Euro per hour pre tax and at the same time if person gets cold or has some medical issues, the company has still to pay him/her the salary. Is that profitable? No. So, easy solution is to hire people overseas. In poor countries, they probably pay 4 euro per hour, sometimes make them work overtime and probably don't have to worry about their sickness and insurance. And these people who receive low salaries are happy too because in their country that's a good salary and probably one of the best available option for them.

It is a problem for a casino if they hire a support agent but they don't know anything about the casino. It seems like the agents should get training from the casino so that if a member asks about the casino, they can explain it in detail. We don't know what it means for casinos to hire people who know nothing about casinos or maybe it's because the wages for these people are so low that casinos can cut costs. But that doesn't make sense because a casino is a business so the owner must have a team that really understands his casino.

After all, support service agents are people who interact directly with members, even strangers, and they should be able to explain many things about the casino or answer questions raised by members. Hopefully the casino can replace people who understand more about the casino so they can answer any questions from their members. You can write an email to the casino about this and see what the casino has to explain.

Supports are trained to answer questions coming from gamblers They have an FAQ there and if players are not satisfied with the answer provided to their issues that's the time they will ask for chat support, You admit that you are a casino reviewer, and the question you ask of their support is not gambler related issues but platform related so that could be the reason why they cannot provide the right information, there's another support that can do that.

You are directing a question from the wrong support, One example is Namecheap, not a casino but they have categories and subcategories for your issues, You should start asking the support if they are the right support on your questions since you are a reviewer, not their players.

just guessing if you ask customer support about sportsbooks and they answer with this ignorance I think the casino is not yet established. I mean it seems like the casino you asked the question to is a new gambling site or a local site that does not have a reputation that is known to most gamblers so they hired someone to sit in the customer support chair to answer all customer questions but unfortunately the casino hired that person just to a small salary or hiring an ordinary person with no knowledge of gambling or gambling systems so that the casino does not lose too much by paying that person to answer every customer question. but there is also customer support, namely AI which automatically replies to what you ask and when you ask about something that AI does not know, AI will definitely not answer satisfactorily according to your wishes.

but if you understand what is being said, it looks like its open to AI customer support because if the support is indeed from AI, usually questions that are not in the AI data will usually be forwarded to the real human support team and the team will answer in detail what you ask. and if it is indeed from the support team and answers your question with dissatisfaction, you can send a report via email to the casino to provide criticism to the casino owner.

Its really bad to see that a casino has a customer support team that is unfriendly or has no knowledge of the business but nevertheless this is often the case in local casinos or newer casinos

You are doing research for a casino review site right? Maybe each sites support tells you a little bit of how the casino owners themselves operate? New casinos are going to try and save a buck wherever they can, but they should try to train their employees somewhat so that they at least sound competent. If you as a customer support agent are going to work for a casino, you should want to look around and familiarize yourself with your work as well.

Most of your well known and well reputed casinos have very competent support. I have never had an issue with Stake support.

Hey there OP, Good luck with your casino reviews.

Anyway, with your concern, I think it's best to know that they are concerned with probably customer satisfaction or refunds of some sort. Not just the whole UI itself. Remember that a lot of people who are in customer service support are being outsourced to different countries that have probably way less salary compared to where they are operating.

Maybe you could point it out and provide a clearer picture. Sometimes it's also about how you are saying it. It's best to put it step by step.

Additionally, maybe you can contact it with the right customer support? There are people who are handling different accounts/situations that have those more on the "technical side" and just the surface-level customer satisfaction thing.

I think the hiring process for traditional casinos is prettt intense to make sure that they get trustworthy and competent help. With online casinos they probably mostly look for people who are available and work cheap, as they don’t have to trust them as much as physical casino employees, so it’s likely that they aren’t hiring the best help money can find.

What exactly do you mean "he doesn't understand what I mean"? There doesn't seem to be complicated with the question. It's a plain and straightforward question. Is it probably that your question isn't one of those which the customer support is trained to answer? I mean your question could be out of the menu of questions and their corresponding answers which these support staff usually have, especially since it's relating to the site's technicalities rather than on gambling rules, mechanics, terms, and so on. Did he not forward you to another support?

Those supports should've been informed or eventually discovered it themselves.

I'm lucky that I rarely experience the bad ones because after a simple explanation, they usually know what to do next and sometimes ask for more time whenever they send me to their other team as some problems are out of their reach. Whenever I get the bad ones, I usually end the conversation as fast as possible and hope I get a competent one on the next ticket because it'll take several attempts of explaining before they can understand your problem.

and before they know it, it was already too late. their patrons already gave them negative feedback, when in fact, it was the customer support who assisted him didn't know what he's doing. i believe, such situations really do happen. as the owners can't monitor all the time what their agents are telling to their clients. but if the issue is already big enough, that's when they will do further scrutiny of the issue and they may likely find that it was not being handled accordingly.

There are some people who lie about their resume, and as someone who tried being a customer support, the company should at least see to it that their agents are learning about what product/service they offer before sending them out to close tickets or read and copy/paste scripts. This is some oversight on the part of the casino for hiring agents that do not have the willingness to learn something about the platform. I guess this is why most casino platforms fail on the customer department - they don't hire the right people.

Yes, right. I forgot to use bot for customer service. They are quite effective in serving customer problems to answer general problems. When players want to speak directly to customer service, they can do so if they feel the bot cannot answer the question.


Yes, I know what you mean. All players will want their problems resolved in 5 minutes and hope that the customer service can answer all questions. Most of the questions that service cannot answer are usually technical or specific game provider problems, I think customer service will be difficult to know all of that because they are people who work to help with general problems, especially deposit and withdrawal problems. So when they cannot answer, they will be transferred to another division who is more competent to answer the question

I once asked about the tournament bonus at vbetFTN, the customer service couldn't answer and I was redirected to the technical part. I waited up to 3 days for my problem to be resolved. As long as the casino is responsible and wants to solve customer problems, I don't think it's a serious problem, it's just a matter of time and I don't think a casino with lots of users can handle all customer complaints instantly. But if customer service doesn't know about the casinos they serve, then it's a mistake and needs to be replaced. Or maybe the casino is not serious about managing its business. I will leave a casino that has bad customer service

Have never encountered one but most of the support behind casinos are unresponsive and only a few are really being of a help with my concerns. In this cited situation, it would be okay if Customer support won't be too knowledgeable with technical issues but atleast they should raise it to the team in charge for them to act in accordance with the concern. I've been into customer service and for me it will never be valid to know nothing about your company or atleast know what to do with such instances 'coz customers should be heard in parrocular with their concerns.

I hope services will be improved someday and would be as responsive as they should be 'coz if there are platforms who manage to do so  they why are they lacking to it.

Sometimes the people employed for the job are the people available for it. They have good qualification for the job in some aspects deemed important by the employer, but it is also possible that they do not know everything regarding the Casino they work with and sometimes it is because that is not their area of expertise. As an employer, this is why it is important to occasionally carry out lectures, orientation and seminars for your staff so they can know about the company they work for and be able to answer simple questions regarding the company.

It does not speak well of a company, that staffs of the company are ignorant of simple things that they should know, I mean the simple things, not the technical things that requires expertise knowledge.

I guess that these customer service representative was purely hired in dealing with matters relating to their scope. Though this may be the case, I do agree that they should at least be knowledgeable about all the basic and fundamental interfaces in the gambling platform they are working on.

As such, this should somehow spark a red flag when it comes to the management of the gambling platform. If they hire anyone without providing them the basic skill and understanding of their website, then it implies on what kind of management they have.

Better avoid it at this early stage and look for another gambling platform is this were to happen!

Whatever it is, whether it's a gambling platform or another online platform, the management should recruit employees who understand what they are doing. Because how can they want to get lots of customers if the customer support is not competent.
They should understand that customer support is one of the main things in an online platform, especially like a gambling platform where there are quite a lot of customers, having responsive customer support and understanding what users are facing is a must to show that they are serious in this field and can be relied on by their users.

I guess the customer support agent didn't do his/her homework of knowing what application they are supporting.
This is indeed a bad experience because people reach out to customer support only when they are facing trouble using the application.
I personally think customer support should be top notch and only then the users can have a good experience using the application.

I sincerely don’t know where you’re driving at but if you read the Op thoroughly you’ll notice that the customer support does not know some things about the casino and situations like this could result in customer dissatisfaction just like in the op.

The Op now wants casinos to work on improving their customer support service because if you should employ some owing limited knowledge about what they are working for they won’t be able to give the appropriate response when a compliant comes in.

OT- I have seen some scam accusation thread created here because the support team misunderstood the users complaint and it was later resolved when a more knowledgeable team member got involved. So if one is unable to satisfy customer needs how then is that not a problem?

Nowadays, this even goes one step further: In the classic first level support (i.e. the standard requests from users), large companies such as banks or even Amazon no longer have real people. The work is done by bots, recently even AI-supported. We are currently working on the introduction of such a system at our company, and you really no longer notice that you are not writing to a real person.

A human support employee is only called in for more difficult tasks or if communication with the bot does not lead to any solutions. However, about 80% of the requests can already be handled with the bots - which of course results in immense cost savings.

In my opinion, customer service is the people who work at the casino, they are not players so they only do according to the instructions of their superiors. Most likely they are given tasks regarding general matters, such as deposits, withdrawals, game rules, and other general matters. Apart from that, customer service also seems to have its own division, so sometimes I have to be transferred to another division when I ask customer service for something

Additionally, for small casinos, it is likely that their customer service is third party and therefore has limited understanding of the casino. But in my opinion, this is not a serious problem as long as the casino is always consistent in serving customer complaints. Despite this, gamblers always want their problems to be resolved within 5 minutes of contacting customer service

a few months ago I criticized the fact that casinos were evolving in terms of technology and adding more sports but were not evolving in terms of support, until after a while I realized that the guys who are in support are not coders, they do not fix bugs, they do not deal with financial and contractual issues between game providers and casinos, they are not lawyers to deal with casino laws and TOS, they are coaching employees to report to other casino employees, for example if you have If you have a problem, you contact the support guy and that same support guy forwards your problem to the guys who are casino technicians

and when the guys who are technicians, the guys who have access to how the casino works are able to detect and resolve the problem, they forward this information to the support guy. This is because the casino has many customers, so it would not be possible for the support guy to be a coder and take on the customer's problem and go solve it, if he leaves his post because he went to solve a customer's problem, then who will be left to serve others? customer who have problems?

By this I mean that what you are criticizing is not the support guy's fault, he did his job which is to assist, then he would forward your problem to the guys who are responsible for correcting problems at the casino, and when they corrected this problem the Guys responsible for fixing problems at the casino would inform the support guy so that the support guy also informs you that the problem has already been fixed. if you look at how companies work you will see that the support guy's job is always to just take customer problems and forward them to the departments that fix the problems

Customer services will always have a level.

Most of the early chat will be on the lowest level (most-contains basic information) from the service. Your typical question is a customer service will need to be asked directly to core-team member casino. So, would be nice if you wait until he got the answer from the team. I'm working as customer service moderator as well, most of the time not giving us some information and we needed to find it by our self.

So, try to wait until (CS) ask to them and give you answer.

It used to happen to me quite often in the past to waste time with customer care of gambling sites, with some rare exceptions to be honest ( I'm referring to live chat support here) :  usually the routine was to receive a series of prepacked answers not fitting the issue we were debating, then I started providing screenshot to show what was really happening on my side and lastly being redirected to someone else or being invited to write an email.
But I'm pleased to see things have improved lately and now the situation is flipped , at least in my experience, most of live support agents are able to identify and address the issue I describe in few lines of text but there is some rare exception where I still have to go through loop and circles before getting to the point.

So we can conclude that all of these casinos has the same kind of customer supports? I mean the rant of the OP is that 9 out of 10 situations is that he received the same that they don't know. I think that one casino should be known or to be kept considering their customer support is knowledgeable on gambling related questions.

It should be, I've been betting on online gambling sites for a long time, some of the support/partners/operators I know know about the games and gambling they manage, it's a bit strange to hear your story, they don't know about their position working like a sportsbook.

As far as I know, online casino owners, before accepting employees to be hired, they are first tested and the main requirement is that they must have experience in their respective fields, before they are accepted into certain sections of the casino. seems different from the case you are currently experiencing, orthodox.

But whatever your experience at the casino regarding their support, it's clear that there are shrimp behind the rock, they employ non-experts in their fields, so this is how it happened, it shouldn't be like that, I hope your advice will be an afterthought for casino owners and a guide for them.

I'm not sure which casino you gamble, but if you gamble in a casino that have official ANN in this forum, you can contact the representative and talk about this matter. This will make them become stricter to recruit their employer and they will put more attention to customer service's performance.

I think the casino only want to pay small amount money and the native or high skill communicated person is demanding high amount payment.

I's shocking, right? I understand your rage. Casinos must treat consumers well and be honest. Customer service is a business's only way to communicate with customers. How much does the casino care about its employees if the representative doesn't know the basics?

Every responsible gambler needs a gaming staff who knows as much as them. A knowledgeable support person can improve a player's experience and encourage them to return to the casino. Casino owners must know this is crucial to their business and invest in it. What if they send you elsewhere? The truth should be told. Your tough opinion is helpful, and I hope it reaches the right people.

I haven't encountered such types of customer support before. I agree with what jawhead said on forwarding to the developers or that agent could have taken the time to ask his superiors before responding to you so they could give better answer. Sometimes I have to wait before I get a reply but the answers were satisfactory.

I don't expect casino heads to know what's happening on the CS end but maybe you could try to get their attention by leaving a bad review stating the dumb answers from their support.

I don't know if the customer agent you spoke with didn't say anything regards to that, kept blank or totally confused. In this kind of issue, this is not about the game your played or what happened to your bet regarding to your account but this is purely technical and either from programming. So the customer service person should be able to know what to tell you if he or she is well trained. Sometimes you don't need super training to do a PR job, you need to be intelligent and wise to succeed in it. I have called some customer services of a mobile line on issues they are not aware of but instead of giving an annoying answer, they will apologize and tell you that the equipment to access the issue is still updating and that you need to call back while they update the equipment and download the issue. So by this, within the time before you call back they would quickly check on the issue themselves.

Very often I find something like that, usually it depends on the problem and question asked, usually customer service will only answer basic questions about the casino and others, but for technical problems they usually ask us to make a ticket because usually there are certain limitations for the team casino addresses user problems and complaints. each team has its own job.

But actually service support should also know a little more about the cases they may encounter during their work, so that it can be more easily directed to solve problems and user cases, I also think that almost some casinos are like that even exchange sites are just like that when we asking always gives us a link to read it. a bit strange but that's the truth 

Not only in casinos but in some other industries, there are third-party support providers and this is what these casinos are using in their support, Some support transcripts are incomplete and do not cover all the questions, so it is better to ask for another support who knows what you want or another support who knows the specific about your issues.

If you are not satisfied with the support better reach out to the management to address your concern.

Maybe the support that you reach out are new, or doesn't know about the questions that you ask. They just know the basics though. And it has something to do maybe with language barrier? I mean online casinos hire people from different nationally because they cater world wide. I personally experience it and he indeed doesn't know what I ask so I tell him to look for other support personnel.


Hopefully, some casino owners will read your rant and maybe start a new process for their customer support. Or at least escalate things if there is questions from their customers that can't be answered by them.

Some support is specific to issues maybe it just happens that what you asked of them is beyond what they know or what the casino provided to them, and casinos are using third-party providers not really their own people they just provided information about their rules and terms

It is better to be specific on these casinos what are the names of these casinos so we can call them out and provide better support, and besides there are feedback rating you can use this to make a complaint so the admin will update it

Obviously, he was not provided with instruction or information, and beyond the scope of what he knows, supports do not have all the information about the site and sometimes there are third-party supports that work on many clients.

Basically casinos do hire people with only the requirements of how to properly communicate and how to give an assistance to their users. Learning about the website of the casino is up to those hired people if they will learn more or just follow their manual in handling situations.
But yes, they should have undergo trainings to fully give an assistance that will satisfy the needs of their users. Casinos should not hire people with the fit qualifications only, they should also require them to learn the basics.

Did the casino support actually say that he doesn't understand what you mean? or he said that doesn't know why the sportsbook section redirects gamblers to another website.

exactly this! and it is very annoying. I've had my fair share of casino support that just posts links to their ToS despite asking for something that has nothing to do with their ToS.

It's easier and cheaper to hire some underqualified guy(or girl) for a lower pay as a customer support, rather than hiring a very qualified person for a higher pay. Qualified tech savvy workers would never work as customer support.
The employer is also guilty for not training the customer support employees well enough.
What kind of questions were you asking? 99% of the gamblers don't know and don't care about the technical stuff about maintaining a gambling website, so they would never ask such questions. I can assume that most of the questions to the crypto casino customer support representative are about deposits and withdrawals(and ID verifications of course).

This happens actually. it's possible that some agents were hired recently and they are new in the platform. They still exploring the platform and are yet to learn many things. But it's true that they have to learn things quickly. If support cannot answer some specific questions, that's not good for their business. Most of the live support system has a chat transfer feature. If a support agent does not understand the question or cannot answer some question for some reason, they should be able to transfer the chat to another support agent who knows better than him. But if they simply answer like I don't know or I do not have enough information about it. That's not good at all.

This is a serious situation that needs urgent attention.  If they know nothing about the casino then they have nothing to offer. Customer service representatives should know the basic operations of the casino and should be able to guide or redirect clients to where they will get the necessary answers and solutions to their questions or problems. This is why the casino should employ experienced applicants for the job. They should also train and retrain their staff periodically. One of the strengths of any business is customer support because every gambler wants to get quick and valid solutions or responses. I will never be loyal to any casino with poor customer support and I guess others also feel the same way.

Sad but true, remember though that maybe this customer support are just being handed like a scripts that they will have to answer to their customers. So if by chance that you inquire something that is out of their pay grade, then obviously you wouldn't get the answer that you needed.

Another is maybe they are hiring or off-shoring this kind of support, so they don't have any access or maybe the selection process is poor and that reflect to the answers that your received as if they really don't know what they are doing on that industries.

In the casino where I play the most which is also in my signature I have been dealing only 2 times with support and both times everything was handled just fine.In fact I was impressed with the time I became a VIP and the support told me in what currency do you want the bonus for such achievement,I told them in Litecoin and then my Litecoin balance was filled with the bonus.Also in the other time when I had to deal with KYC they handled it professionally.

So based on your question I agree,that casino owners should hire people who have been dealing with cryptocurrencies a lot and of course to hire good people they need to offer them very good pay otherwise with low pays they will only attract people like the ones who don't understand what a redirect is.

Either they don't want to cooperate with you or they are just don't like to associate with unknown platform that's why they are not answering any good questions to you. If you're site is famous and have good traffics for sure they are the one will come then ask about possible reviews to their casino. So don't get mad about on what they do so better for now create a review base on your experience or to those legit gamblers who have experience on those casino so that you can get a legit reviews coming from real people.

So true.
I have never experienced this one on an online gambling platform yet because I don't really have any hardcore questions for them. But I can see mods in chat that know what they are doing and how the system works. It's a good sign that they are hiring people who know their environment and how the website works.
However, I did experience such low knowledge in a local exchange support asking me for information on where my money came from.  When I talked about a wallet that I used before sending it to them, I was shocked she didn't know about it, and could not even spell the name although it's a well-known Bitcoin wallet. It is not good for their business considering that is the industry they are in.

Agree. I've noticed this a lot too. Often they don't even know about the wagering conditions or which games the free spins are on. I wonder what they really know sometimes. Or in which situations they are really helpful?

Customers care are also different. I mean their work are not the same.

Haven't you called like bank before and one customer care will direct you to another? I have called a gambling site before when I place bet on a match that no goal before 10 minutes. Indicating on the LiveScore site that I was using that one club scored in 10 minutes and some seconds, but marked as a lost bet. I called the gambling site and the lady that first picked the call was unable to give the an answer, he gave the call to a guy that later answered me.

But I think that all customer care supposed to know that question, that the game is provided not directly by the gambling site because I am definitely certain that you aren't talking about ads because gambling sites do not have ads.

That’s very odd. How could these casinos grow their customers if the customer support itself is not worth of the customer’s time. Probably, the owner or the management of the casino has oriented them before they start their job, but since they are poor in English or any foreign language wherein customers often use, then they can’t tell or even understand the problem from the start. Well, that’s really bad for their business. However, if I am the owner of a casino, I will make sure that those people involved in customer supports are also regular gamblers so that they can easily relate to the problems asked by the customers or players.

Most of the time, casinos hire customer support through some agencies that have offices in poor, developing countries and offer customer support service to these companies. Most of the time, these customer supports don't even speak English or other foreign language(s) at even B1 level, so, they don't even understand well what you ask them. So, yeah, that's the case and I don't understand why but these companies don't care about the quality of the service their customer supports provide. The most important thing for them is that they have so called customer support available that worth 1/10 of what they had to pay if they were to hire in their own country.

But your question weren't asking about gambling, it's related to website which is the developer.

However it's an ironic if the customer support can't understand such simple thing, usually they will say the case will be forwarded to their developer to fix it, they did that just for convince you and make you satisfied.

I was having a bad experience with lazy customer support where they straight forward answer my question by just posting their TOS link.

So, I'm working on casino reviews and sometimes I'll be forced to reach out to a specific casino for information. Especially, when it's not listed on the casino website.

But in 9 out of the 10 situations, I've noticed that these customer supports don't know anything about the website, but why are they working there?

Just today, I was asking the support of a casino why the sportsbook section on the casino website is redirecting me to another platform and he doesn't understand what I mean.


So please if you're a casino owner here, hire people who understand simple things about gambling. This is not good for business at all!