Common Queries You Should Ask Online Casino Support

Updated: Wed, Jan, 8th, 2020 by LuckyMobileSlots

If you are looking at trying a new casino site, don’t look at the bonus, the promotions, or the loyalty program. First figure out their customer services.

Online Casino Customer Support Queries
Online Casino Customer Support Queries

Across the internet, there is a wide range of different online casinos for you to choose from. Every casino is looking at different ways to entice you because, of course, they are a business.

They may have different bonuses or unique slot games, but one thing that you should always think about is the level of support you are going to receive if you decide to play there.

Knowledgeable and friendly casino customer support that can answer your questions and concerns is incredibly important. But, what are the most common questions you should be asking online casino support?

Account registration issues

When creating an online casino account, even a simple spelling mistake can result in your identity not being verified, so it is important to be careful.

However, if you do happen to make a mistake after successful registration and your account gets frozen, make sure you contact the casino’s support immediately. It will only take a minute to fix the issue in most cases.

One of the easiest ways to contact support regarding this query is usually through a live chat option, as you will have a record of what you are being told.

Why it’s worth finding Live Chat Services

Live Chat is normally the quickest and most convenient way of getting in touch with a human representative.

Though making a call is also instantaneous, the casino may not have local call centres – which may mean you’ll end up calling Sweden, Malta or a UK casino. And if you live in Canada, New Zealand or anywhere else, the costs may not be worth the issue.

Most of us are more comfortable with live chat as the dialogue is conducted at the pace of your choosing. Information is less likely to be lost and more obviously documented.

Most casinos work 24/7 and no matter what time of day or night you’re playing, you’ll be able to contact the casino’s support.

GUTS Casino has 24/7 Support

Promotions, bonuses, loyalty programs

When playing at an online casino, it is always advised that you completely understand the promotions, mobile casino bonuses, giveaways, tournaments, loyalty programs and other exciting offers.

If you are unable to find the information yourself, the online casino support will be able to highlight the requirements behind these bonuses.

These could include, expiration dates, minimum deposit amounts, wagering requirements, qualifying games and other rules. The support team will also be able to point you in the right direction if anything is not explicitly clear.

Use email if there’s no time pressure:

The ‘Contact Us’ form is often the best place to go for a simple query like this, as it may be more convenient for a player to simply ping off their question on the casino website.

These forms are very simple to fill out, and you only have to include your name, email and the question. You will then receive an answer to your questions in a recorded format

Or, of course, there is always live chat.

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Withdrawal and deposit queries

Issues when it comes to withdrawing your winnings, or making a deposit, can sometimes be a more complex issue.

Most of the time these are specific to the prevention of cashing out funds, which is when a support agent should be able to provide all the necessary information about the withdrawal in question and help you.

There could be a number of reasons behind this, which is when the team will be able to advise you on what steps need to be taken next and how the issue can be resolved.

For longer queries, a casino will always offer an email address for customers to communicate longer concerns – where a response is normally received within 24-48 hours. More detailed questions can be asked, and the players can make longer complaints through one recorded entity.

However, if your query needs solving immediately, it’s better to stick to a live chat where the response is instantaneous.

Don’t panic! Ask questions and wait for your answers

If you can’t deposit, it may be that your deposit method is not accepted at the casino, or you simply need to confirm your account email or mobile phone number before you can put money in the gambling site.

A lot of time, it’s got a lot to do with being compliant with gambling regulations and ensuring that no money laundering or fraud is happening.

If you are having issues withdrawing, check that you’ve not been tied into any bonus wagering requirements, or haven’t met a limit based on the withdrawal method.

Whilst you can usually withdraw as much as you want straight back to your bank account if you are using a Neteller or e-wallet, some casinos may set a limit.


Although you may think of it as a waste of time, before making a deposit at an online casino you are not overly familiar with, it’s always worth contacting customer support to establish the quality of support you could expect if and when needed.

High-quality customer support systems, especially if you experience a problem further down the line, is one of the best ways to determine if you are playing on a legitimate online casino.

Remember, it is in the casino’s best interests to make sure that you are happy with your experience as a customer. If they don’t treat you right before you’ve made a deposit, it’s not worth finding out if they will afterwards.

Here at, we aim to give you the best information so you always have fun but stay safe, whilst gambling online. Have a read of our blog posts, or play at one of our recommended casinos like Vera & John Casino (not UK/Canada) or Leo Vegas Casino, where we test each of their customer services thoroughly.

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