To assess customer service we test the casino’s email response times. We do this by setting up a free anonymous email account then we email the casino’s customer service address with a couple of basic questions. Our rating is based on the response time. Previously we did give the casino 3 opportunities to respond, reducing the rating for each non-response, but we’ve reconsidered this stance and are of the mind that there is no excuse for failing to reply to a customers question. As such only one email will be sent to each venue during each test and the rating they receive will depend on how long it takes them to respond to that email.
In the instance where no form of email support is offered – no email address and no on site submission form – a Customer Service score of 0 will be awarded. It is absolutely essential that players can initiate some form or written communication. Phone and live chat are great services but they do not as standard provide written proof of what was communicated.
The below scores can be amended depending on our reviewers experiences with the venues customer support.
Response time to email Score
Within 3 hours 10
Within 9 hours 9
Within 15 hours 8
Within 24 hours 7
Within 1 day 12 hours 6
Within 2 days 5
Within 2 days and 12 hours 4
Within 3 days 3
Within 3 days and 12 hours 2
Within 4 days 1
The Author
The Author
