The software failure in online casinos is a very serious problem, and it is crucial to ensure its smooth operation. In this case, problem prevention is better than problem-solving, so operators should take measures to guarantee the perfect casino operation and solve emerging problems and difficulties as fast as possible.
What are the risks of ignoring problems?
Even the most reliable online casinos may go through software failures. However, the brand reputation depends on problem-solving skills, since the operator's inaction would lead to players turning to the third parties (industry regulators, gaming associations) that can take measures against the platform.
The players can also leave negative comments on various forums and social media, undermining the credibility of an online gambling website.
In order to prevent this, the first thing to do is to gather a customer support team of professional specialists. The customer support center is the first channel that players turn to in case they need help and want to report some problems. The quality of service is the main factor that users take into account when they consider staying on the platform or leaving. Therefore, customer support services should be available 24/7.
Most common problems and how to solve them
- The money is transferred but no deposits are made
Such problems are mainly caused by the specific features of banking operations. The operator has to determine whether money was actually transferred from the player’s card, so the player has to provide a cheque or a bank statement. If the problem is still not solved, the other step is to contact the bank directly. It should be done from the casino’s side.
- The money disappeared from the player’s account
The first thing to do is to address the player and ensure you will solve the problem. The next step is to examine player’s statistics and activity history: analyze what he was doing, which games he played, and what he spent the money on. In most cases, the issue is resolved at this stage. If not, the other step is to check all payment transactions, including those conducted by casino employees.
- After the withdrawal, money was not transferred to the player
In this situation, you have to specify the time frames of the withdrawal, since the transfer is being processed from a few hours to several days depending on the bank. Next, check the status of the transaction and tell the player when exactly he will get the money.
- Player did not receive the promised bonuses
In this situation, the user activity history is useful to analyze: check if the player followed the rules for getting bonuses. If everything is right, you need to assess the bonuses manually and apologize to the player. Next, contact the technical department to address this error.
- Connection with an online casino is lost during a game
In this case, a seamless wallet technology would be helpful when an Internet connection is lost. The player's progress will be restored at the same level and with the same amount of bonuses and money.
- Players can’t check the tournament results
This is a common problem for online casinos based on a poor-quality platform. Therefore, when choosing a provider, it is preferable to go with a Turnkey casino service, since the software developer takes responsibility for the quality of the product.
Online casino operators should do their best to guarantee the problem-free operation of the gambling platform, and try to solve any emerging difficulties as fast as possible. This way, casino players will see the platform as a reliable and trusted one.