If your casino of choice does not have live chat, the next best thing is email support and the good news is that every online casino will have some form of email support. The casino may have numerous different email address, which could be for their general enquiries, financial department and security department. However, generally there will just be one main email address that you will be able to send your enquiries to.
If you need help, whether it be for payment advice, advice regarding the games or if you just have a general question, you can always use email support, especially if live chat is not available. Email support means that you can send over your questions 24 hours a day, 7 days a week. Usually the casino’s support team will also be available to answer enquiries 24/7 too. However, certain questions in relation to security and financial questions may only be open certain hours. You can still email the casino anytime you like. This just means that you will only get a response during the times that are specified on the casino website. If the casino you are playing in only offers email support, it would be a good idea for you to know exactly what times the casino is available to answer your email enquiries.
Obviously, email support is not as quick as your live chat support. However, do not be disheartened by this because some online casinos are able to offer their assistance within a relatively short period of time. Timeframes in which you will receive a reply will differ from casino to casino. Whilst some casinos will endeavour to reply to you within four hours, others might be 24 – 48 hours. Some may even exceed this.
So, when taking into account the length of time you may have to wait for a response to your email, it is vitally important that your email includes as much information as possible in relation to your query. There is no point in sending a simple email with no details, as it is likely that even after you have waited and received a reply that you will have to reply with more information before your question is answered. It is always a good idea to include a subject in your email and ideally you could include either your account number or username in the subject field. If not, then it is vitally important that this information is included somewhere in the email, so that the casino can locate your account to answer your question. Always give as much information as you can, but never include financial details like your credit or debit card number within the email. Try to be clear and precise, as this will make it much easier for the support team to understand your email and provide you with a quick and efficient response. If, in the unfortunate situation you are emailing the casino as a result of a problem, do not use swear words or aggressive behaviour in your email, as this will not get you anywhere. It is understandable that you may be frustrated and angry, but using foul language in an email will only hinder the problem and will certainly not solve it. If it is an ongoing situation, it would be a good idea to keep all of your emails in a separate folder, should you need them for future reference.
Some online casinos will allow you to submit a support ticket. This works in pretty much the same way as email, the only difference being you do not use an external email address – it is all done internally through your casino account. So, the casino will allow you to send a message via your account and any reply will be sent to your inbox in your casino account. You may also receive a message to your email account registered at the casino just to let you know you have a message waiting for you in your account.
You will always need to use email support to send your documents in order to verify your account. When doing this, you should try to make sure that you include all of the relevant documents in your first email in order to speed up the process. Some casinos may email you to let you know that your documents have been verified, and if a withdrawal has been requested, they will let you know that it has been approved. You will not need to reply to this email.