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The Invisible Man Touch. We pride ourselves on dealing with complaints in a fair and appropriate manner. Our aim is to show you that we have understood your complaint, taken it seriously and we aim to explain any steps we can take to address the issue.

We aim to provide a response to you within 10 working days of receiving your formal and for complaint at each stage of our complaints process,.

We will always seek to resolve complaints when you first contact us. Your feedback can be given through our Customer Service Team, through a Chat Moderator or by speaking to the staff at your local club.

They will all do their best to help you and try to resolve your complaint at first contact. It was a frustrating process and will be for more customers, so why not streamline it?

Take a leaf from Casumo or Playfrank which has small buttons located at the side of the screen for quick access.

Registered in Gibraltar, Roxy Palace is one of the leading online casino providers in Europe. Roxy Palace possesses a valid license from the UK Gambling Commission and has partnered up with several charities to promote responsible gambling.

READ OUR ROXY PALACE REVIEW HERE. Visit now! You can also claim ten bonus spins on popular video slot Highlander. You simply need to log in on the specified day to be awarded the money.

But what was their live chat service actually like? While the first agent we spoke to explained the wagering requirements and bonus limitations accurately and concisely, the second agent, who seemed unsure of the details themselves, suggested we read the First Deposit Bonus Terms and Conditions on 32Red, the website that owns Roxy Palace casino.

Both agents were friendly, though the first agent, who immediately referred to the Terms and Conditions, felt much more welcoming, eager and, by the end of the chat, tried going out of their way to help while the second agent offered basic information and answered only what was asked.

There, you must provide your email address, name, and subject of the live chat as well as a username if you have one. How to Improve : The most important thing Roxy Palace can do to improve the Live Chat experience is to make the service more accessible to users and stop players from having to navigate through multiple pages before starting the service.

Mansion Casino is one of the most well-known online casinos around. Established in , Mansion Casino has cemented itself as a leading online gambling operator and today remains a popular platform for players to use when gambling.

Mansion offers players a selection of over different games including slots, roulette, blackjack, poker and live casino games along with a variety of exciting bonuses and promotions.

READ OUR MANSION CASINO REVIEW HERE. There are several other promotions and bonuses at Mansion Casino you can claim.

Mansion Casino allows you to email them on support mansion. The calls are charged at the standard rate and count towards minute allowances.

You can also launch the Mansion Casino live chat service. But how did the live chat service fair?

While both agents were friendly, one definitely went out of their way to help us. The first agent immediately touched on the wagering requirements and when we expressed confusion over them, they explained them without hesitation.

They also explained how to opt-out of bonuses and offered to stay on the chat while we deposited money to make sure we opt-out of the bonus successfully.

In addition, the first agent reminded us that we need to verify our account with Mansion Casino before being able to withdraw anything. Meanwhile, the second agent only seemed to do the bare minimum work required.

They never went out of their way to help us and failed to expand on the discussion while frequently directing us to the Terms and Conditions page.

While both agents directed us to the Terms and Conditions, we felt that the first provided more support for us. How to Improve : It would be fantastic if all customer support agents were more like the first agent we spoke to during the service.

Mansion Casino can also improve the service by making the Live Chat button more accessible by simply incorporating a pop-up button at the side or bottom of the website.

PlayFrank is a unique and colourful online casino that is adored by many. Customers signing up to PlayFrank benefit from a variety of games including slots, live casinos, baccarat, blackjack and much more.

READ OUR PLAYFRANK CASINO REVIEW HERE. You can email the support team on support playfrank. We did just that and these are our results:. The first agent took more than five minutes to respond to the Live Chat and their responses remained slow throughout the chat until it began wrapping up.

When answering our first question, the agent immediately suggested we read through the Terms and Conditions and relied on using copy and paste answers.

However, they did explain wagering requirements and how we could opt-out of bonuses. The second agent was faster at responding but they felt less friendly than the first agent.

They copied and pasted answers and failed to inform us of several important issues. Both agents did the minimum work required and neither felt completely friendly.

Some casinos personally welcome us to the service and we felt that was missing from PlayFrank. Casimba is one of the most popular online casino providers in the industry.

The casino offers a wide range of different games including slots, table games such as poker, blackjack and baccarat as well as live casino games.

READ OUR CASIMBA CASINO REVIEW HERE. You can also claim spins on NetEnt games. Alternatively, you can launch the Casimba live chat service which simply requires you to send a message to start the service.

We tried it and these are our thoughts:. We spoke to the first agent as an unregistered user and during this chat, the agent confused us.

Despite being friendly, they informed us there was no payout limit on the bonus spins although the Terms and Conditions state there is, they refused to discuss the wagering requirements and provided us with incorrect information.

Finally, they encouraged us to read an entire section of the Terms and Conditions instead of answering our question.

The second agent asked us to verify our details when we launched the service as a registered user. They repeatedly suggested that we read up on the Terms and Conditions and they refused to discuss the wagering requirements until we asked directly.

The third and final customer agent was an improvement over the previous two, but by no means excellent. They told us we could opt-out of bonuses but failed to explain how.

How to Improve : Since the Live Chat service is easily available to anyone, we can only suggest providing staff with an overview of the Terms and Conditions.

This could stop customer service agents from copying and pasting responses, providing us with the wrong information and encouraging us to read the Terms and Conditions.

We also suggest more transparency when it comes to discussing wagering requirements and the bonuses as the agents seemed to want to avoid the discussion.

Fun Casino is a relatively new online casino operator. It launched in but has since managed to cement itself as a popular and fun online casino.

Possessing licenses from the UK Gambling Commission and the Malta Gaming Authority, Fun Casino offers over different games including slots, live casino and traditional tables games such as blackjack, baccarat and roulette.

READ OUR FUN CASINO REVIEW HERE. Finally, you can launch the Fun Casino live chat but you must verify your account when doing so. We tried their live chat service and this is what we experienced.

The first agent was completely unfriendly and uninterested in us as customers. Instead, they suggested we read through the Terms and Conditions and we found them to be the slowest to reply during the conversation.

The second agent was friendly but relied heavily on copying and pasting the Terms and Conditions. The agent copied large chunks of text, told us to read the rules before asking more questions, and they even attempted to end the chat early.

The button to launch the service can be found at the bottom of the screen and is open to anyone as long as you provide a name, email and a question first.

How to Improve : The Live Chat service is easy to find and use. However, the customer service agents should brush up on their skills.

Also, refusing to answer a question until the customer has read rules is rude and unhelpful. Licensed by the UK Gambling Commission, the Malta Gaming Authority and Curacao Gaming, The Grand Ivy Casino features a wide variety of different games including blackjack, baccarat, slots and live casino games.

It also offers a generous welcome bonus as well as some great extras. READ OUR GRAND IVY CASINO REVIEW HERE.

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