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Customer Care Review Criteria

Our team evaluates each casino based on seven key criteria, resulting in a final rating that categorises the brand into one of three overall rating levels. Customer Care is one of them. Scroll down to learn how we review casinos’ client support and what points brands can get from Gamblizard.

Our Overall Rating

Rating 4–5 The casino excels in all aspects of customer care, providing easy access to all contact methods, quick and helpful responses, polite interactions, and a comprehensive FAQ section.

Rating 2–3 The casino provides adequate customer care but has some areas that need improvement, such as response times or the helpfulness of the FAQ section.

Rating 1 The casino has issues in customer care, making it difficult for users to get help or receive polite and helpful responses.

We attribute the ratings above to the Customer Care of the reviewed casino, having evaluated 5 pivotal factors. Each is defined by a range of percentages with a total weight of 100%. The weight of these factors is not tantamount, though – the consideration we put into each influences the overall impression, with Contact Methods Variety being valued higher and Availability Across Devices and Browsers being valued lower.

You may consult them and the bearing they have on the final rating in the chart below:

Contact Methods Variety 30%
Quality of Responses and Support Interaction 25%
Response Time Across Contact Methods 20%
Ease of Access to Contact Methods 20%
Availability Across Devices and Browsers 5%

[Isometric chart]

The final rating is calculated by the sum of criteria significance in per cent (S) multiplied by the respective criterion rating for each category scored from 1 to 5 in whole numbers (CR). The arithmetic formula for the final assessment is, thus, as follows:

Σ (S × CR) = Final Rating

Ex: For the Customer Care department of an X casino with the next entry data:

Criterion S CR
Contact Methods Variety 30% 2
Quality of Responses and Support Interaction 25% 5
Response Time Across Contact Methods 20% 3
Ease of Access to Contact Methods 20% 3
Availability Across Devices and Browsers 5% 5

the final rating calculation will be this:

(30% × 2) + (25% × 5) + (20% × 3) + (20% × 3) + (5% × 5) = 0.6 + 1.25 + 0.6 + 0.6 + 0.25 = Rating 3.3

We invite you to consult our breakdown of all the compounding criteria for evaluating the casinos’ Customer Care below.

Contact Methods Variety

This criterion weighs 30% in the overall Customer Care rating.

5 points: The casino offers an extensive range of contact methods, including live chat, email, phone support, social media, and FAQs.

4 points: The casino offers live chat, email, with phone support and/or FAQs/or social media.

3 points: The casino offers contact via live chat and email but misses phone support and other forms of contacting customer care.

2 points: The casino offers limited contact methods, such as only live chat and email.

1 point: The casino offers very few contact methods, such as only one or two options, such as email or an FAQ section.

Quality of Responses and Support Interaction

This criterion weighs 25% in the overall Customer Care rating.

5 points: The helpline gives personalised, helpful, and comprehensive answers — the casino representatives manage the user’s issues until their complete resolution with follow-up e-mails or notifications on user satisfaction. The interactions are polite. The FAQ section is comprehensive;

4 points: The helpline gives pieces of advice of generally good use. The interactions are polite. A useful FAQ section answers the most common questions.

3 points: The helpline provides helpful but somewhat generic answers. Interactions are civil and constructive. There is also a basic FAQ section.

2 points: The helpline gives vague answers. Occasionally curt interactions. Limited FAQ section.

1 point: Unhelpful or automated answers. Rude or disrespectful interactions. Incomplete or missing FAQ section.

Response Time Across Contact Methods

This criterion weighs 20% in the overall Customer Care rating.

5 points: Responses within 1 minute for live chat, within 1 hour for email and social media, and within 2 minutes for phone support.

4 points: Responses within 3 minutes for live chat, within 4 hours for email and social media, and within 5 minutes for phone support.

3 points: Responses within 5 minutes for live chat, within a day for email, and within 10 minutes for phone support.

2 points: Responses within several hours for live chat, within 2–3 days for email, and within 15 minutes for phone support.

1 point: Responses take longer than 3 hours for live chat, longer than 3 days for email, and longer than 15 minutes for phone support.

Ease of Access to Contact Methods

This criterion weighs 20% in the overall Customer Care rating.:

5 points: All contact methods (live chat, email, phone, social media, FAQs) are visible and easily accessible from the main navigation menu or as a prominent button on the homepage. All contact methods are available without registration;

4 points: Most contact methods are visible on the homepage but may require scrolling down to the footer or a secondary section. Most contact methods are available without registration but with some restrictions;

3 points: Contact methods are accessible via a “Support” or “Contact Us” link and then selecting the desired method. Some contact methods are available after registration but before deposit;

2 points: Contact methods are accessible within three clicks from the homepage (navigating through a “Support” link, then a “Contact Us” link, and then selecting the desired method). Most contact methods are available only after deposit;

1 point: Contact methods are scattered across the site and only accessible through a detailed search. Contact methods are not available for unregistered users.

Availability Across Devices and Browsers

This criterion weighs 5% in the overall Customer Care rating.

5 points: Available and functional across all major devices (smartphones, tablets, desktops) and browsers (Chrome, Safari, Firefox) without issues.

4 points: Available and functional across most devices and browsers with minor issues.

3 points: Available on all devices but with occasional crashes or issues.

2 points: Available on some devices or browsers with frequent issues.

1 point: Often crashes or is unavailable on many devices and browsers.