The software failure in any online casino is a severe issue, and it is vital to ensure its smooth operation. In a situation like this, the prevention of the problem is better than solving the problem. Therefore, operators need to take measures to guarantee that the casino operations function smoothly and address emerging issues and difficulties as fast as possible.
What Are The Risks Of Ignoring A Problems?
Even the most reputable online casinos may go through issues of software failures. However, any online casino’s brand reputation depends on its problem-solving skills, since the operator’s inaction might lead to players turning to external third parties (industry regulators, gaming associations) that can take actions against the platform.
The players can also leave negative feedback on various forums and social media, undermining the credibility of an online gambling website. To prevent this, the most important thing to do is to gather a customer support team of professional specialists. The customer support centre is the first channel that players turn to in case they need help and want to report an issue. The quality of customer service is the main factor that users take into account when they consider continuing on the platform or leaving. Therefore, customer support should be made available 24/7.
Common Problems And How To Solve Them
The money is transferred, but no deposits have been made. The specific features of banking operations mainly cause such problems. The operator has to determine whether or not money was actually transferred from the player’s card. Therefore, the player might have to provide a cheque or a bank statement. If the problem is still not resolved, the next step is to contact the bank directly. The casino itself is responsible for contacting the bank.
The money disappeared from the player’s account. The first thing to do is to assure the player that the problem will be resolved. The next step is to examine the player’s statistics and activity history. The site might have to analyse what the player was doing, which games were played, and what the money was spent on. In most cases, the problem is resolved at this stage. If not, the next step is to check all payment related transactions, including those conducted by the employees of the casino.
After the withdrawal, money has not been transferred to the player. In a situation like this, you have to determine the time frame of the withdrawal. This is done because the transfer might take a few hours or even several days to be processed by the bank. Next, check the status of the specific transaction and inform the player about when exactly he/she will receive the money.
Player has not received the promised bonuses. In a situation like this, the user activity history is useful to analyse: check if the player followed the rules for getting rewards. If everything is correct, you need to assess the bonuses manually and apologise to the player. Next, contact the technical department to resolve this error.