This is how we find out how good email support the casinos have
A casino's customer service consists of three parts. We have the live chat, which is the overwhelmingly popular option, the phone line which can be useful (but most casinos cannot be called), and the email support which should not be underestimated.
On this page, we will show you how we carried out our tests when we found out how good email support the various casinos have.
This is what we did when we found out how good email support a casino had
We have tested the email support of all 35 casinos that are currently at saferonlinegambling.org. This is how we proceeded:
- To begin with, we found out the email address for each casino.
- We made a list of ten short questions that we formulated so that the casinos could easily answer them.
- Examples of questions we sent to all casinos are "What are you for?" welcome bonus ?”, “What is the minimum deposit allowed and how do I deposit money?” and "Do you offer other games such as bingo?"
- We emailed ten questions to customer service at all casinos over a six-week period (on different days and at different times).
- We wrote down the exact time when we sent our emails, so that we could then measure exactly how long it took for the casinos to respond.
- We measured two factors: firstly, whether we received a response at all, and secondly, how many minutes each response took. We did not count machine responses/automated responses.
It is difficult to measure the quality of the answers
Even though we could measure time and response frequency, we couldn't measure the quality of the casinos' responses. Judging whether a response is good or not is surprisingly subjective, and it turned out to be difficult to objectively assess whether we received an answer to our question or not. It may sound obvious to be able to make such an assessment, but we can guarantee that it is not!
For example, if a casino responds that they have a welcome bonus, but they don't disclose what it is, or they may not reveal the wagering requirement on it. Have we then received a good answer? As you can see, it depends on who you ask, and as soon as room for interpretation is given, it becomes difficult to objectively measure test results.
- If a casino performed poorly in our measurements, it does not necessarily mean that you will perceive it as poorly.
- Our measurements are objective, so we do not add our own opinion.
- The casinos' customer services can change from one day to another, depending on who answers.
Summary of test results
You can probably say that we received answers from the vast majority. There was one casino that stood out negatively, and that was Spela. From them we received only eight answers to our ten questions.
- Minutes = Refers to average response time per question for a certain casino.
- Average time (min) = Refers to average response time, counted in minutes, per question for all casinos.
| Ranking | Casino | Response rate | Minutes | Average time (min) | Stars | Test result |
| 1 | ScandiBet | 100 % | 24 | 420,91 | 5 | |
| 2 | Betsafe | 100 % | 26 | 5 | ||
| 3 | Rice | 100 % | 28 | 5 | ||
| 4 | Jalla Casino | 100 % | 29 | 5 | ||
| 5 | Guts | 100 % | 30 | 5 | ||
| 6 | Unibet | 100 % | 46 | 5 | ||
| 7 | Prank Casino | 100 % | 48 | 5 | ||
| 8 | No Account Casino | 100 % | 71 | 5 | ||
| 9 | Pop | 100 % | 74 | 5 | ||
| 10 | Video slots | 100 % | 98 | 5 | ||
| 11 | Fun Casino | 100 % | 108 | 5 | ||
| 12 | Vera&John | 100 % | 126 | 4,5 | ||
| 13 | Speedy Casino | 100 % | 140 | 4,5 | ||
| 14 | Pronto Casino | 100 % | 182 | 4,5 | ||
| 15 | Betsson | 100 % | 192 | 4,5 | ||
| 16 | Bethard | 100 % | 197 | 4,5 | ||
| 17 | SlotV | 100 % | 201 | 4,5 | ||
| 18 | Guts Xpress | 100 % | 230 | 4,5 | ||
| 19 | Lucky Casino | 100 % | 268 | 4,5 | ||
| 20 | Spin Casino | 100 % | 283 | 4,5 | ||
| 21 | Hype | 100 % | 309 | 4 | ||
| 22 | Mr Green | 100 % | 378 | 4 | ||
| 23 | Chance | 100 % | 468 | 4 | ||
| 24 | Maria Casino | 100 % | 472 | 4 | ||
| 25 | Frank & Fred | 100 % | 558 | 4 | ||
| 26 | Faster | 100 % | 583 | 4 | ||
| 27 | PlayOJO | 100 % | 709 | 4 | ||
| 28 | Come On! | 100 % | 764 | 3,5 | ||
| 29 | William Hill | 100 % | 872 | 3,5 | ||
| 30 | LeoVegas | 100 % | 1 112 | 3,5 | ||
| 31 | Voodoo Dreams | 100 % | 1 188 | 3,5 | ||
| 32 | Major player | 100 % | 1 217 | 3,5 | ||
| 33 | Play | 80 % | 304 | 3,5 | ||
| 34 | Casumo | 100 % | 1 692 | 3 | ||
| 35 | Duelz | 100 % | 1 705 | 3 |
This is how the star system works
Here we have divided everything into two parts. Partly whether we got an answer or not, and partly how long it took.
Whether we got an answer or not
- 2 stars = 10/10 response
- 1.5 stars = at least 8/10 answer
- 1 star = 5 or fewer answers
How long it took before we got a response
- 3 stars = faster than 120 minutes
- 2.5 stars = faster than 300 minutes
- 2 stars = faster than 720 minutes
- 1.5 stars = faster than 1440 minutes
- 1 star = faster than 2,880 minutes
- 0.5 stars = faster 4,320 minutes
- 0 stars = slower than 4,320 minutes