God knows casino players L-O-V-E to complain about anything and everything. I don’t doubt they are in the right in the majority of cases but then there are the classic Karens. No matter what you do or where you go, somehow she always manages to show up.
The people who work for customer service do not have it easy. Because of all the stuff you get to hear and the name calling, the job is not for everyone and we really do need quality people behind the support desk.
Knowing how many complaints customer support needs to deal with on a daily basis, what are the Top 10 Customer Complaints at Bitcoin Casinos?
In no particular order, let’s find out.
1) Deposit or Withdrawal Taking Time to Receive
Ok, this makes sense and I can see why players would complain about it. When it comes to transactions, you want things to work smoothly regardless if you’re making a deposit or a withdrawal.
From a casino standpoint, if a deposit takes too long it could mean that the player gets tired of waiting and stops playing.
If there are a lot of unconfirmed transactions, it can increase the general fee per transaction. Let’s say a low fee was used in comparison to the current average fee, then the transaction may have a lower priority resulting in it taking longer to receive the funds.
Unfortunately there’s nothing a casino can do anything about.
2) Sent Incorrect Crypto
If you happen to send BTC to a BCH address or a particular ETH token to an ETH address, the wallet provider may not be able to credit the funds. This responsibility lands on the player and it’s up to you to make sure you send the correct crypto to the correct address.
3) Sending Less Than Minimum Amount
This may vary slightly based on the solution but if a player tries to send less than the minimum deposit amount, it’s not a transaction supported by the wallet provider and the funds will not be credited.
Neither the casino nor the player will receive any funds so for your own sake, make sure you meet the minimum requirements (including fees).
5) “I Want/Need Another Bonus”
This one’s a classic and it’s funny how some players never get enough bonuses no matter how many they are given. Just because you get a bonus on one site doesn’t automatically mean you are entitled to one at every casino.
Different casinos have different promotions so if you feel you are not getting enough then perhaps it’s worthwhile checking if they have any promotions you may want to be a part of.
VIP’s are slightly different but in the end, it’s all a trade off.
6) “I Tried to Take Part in a Promotion but Didn’t Get Anything”
Every casino usually has the promotion T&Cs clearly stated. As a player, please make sure you follow all the requirements in correct order to qualify.
Examples of T&Cs you should pay attention to:
- Potential region restricted
- Do you need to opt-in prior to any activity?
- Is there a minimum deposit/wager amount?
- Are you playing the participating games?
- When will the bonus be issued?
If you did everything you were asked to do but still didn’t get what you were supposed to, then reach out to support to find out what the issue is.
7A) “Why Do I Have to Provide Documents to Get My Money?”
This one is tricky and thanks to crypto gambling, it’s not always needed. There are players who refuse to verify anything at all while others are willing to verify some things.
If your casino has a license, there are rules it must follow, including KYC verification.
7B) “My Document(s) Were Refused”
- Did you provide all the details that were requested?
- Was all of it visible?
8) “I Never Win at Your Casino – You Cheat”
I think this is a familiar feeling for most players at some point. It’s easy to feel this way when things just do not go your way no matter what you do. As long as you play at a casino with license & real game providers, there shouldn’t be any way for a casino to affect the outcome of your game. Sooner or later your bad luck will turn.
9) “My Money Was Confiscated”
Ok, there can be a variety of reasons for having your winnings forfeited.
- Did you take a bonus but didn’t follow the bonus terms?
- Did you use another person’s details or otherwise fake documents?
- Do you play with multiple accounts?
- Has someone else in your household already used the bonus?
If you have violated any of the examples above or another, normally the casino will communicate this to the player. If you make sure to be aware of the terms you’ve agreed to and follow them, this should never be an issue.
10) “I Received Less Money Than I Withdrew”
Welcome to the world of crypto! No, but with cryptocurrency constantly fluctuating in value this can happen. Another reason could be that the casino might use a different exchange rate than where you withdrew to or that the casino may charge a fee for withdrawals.
Your best option is to check the actual amount in the currency sent vs what you received. For example if you withdraw 50 mBTC and you received 50 mBTC, the amount is still the same even if the actual cash value may have changed.
Let’s Keep It Rollin’
Considering the above complaints, it’s easy to see why the turnover in personnel in customer support is so high. It takes a lot to be exposed to so much negativity all day. Casinos are far from perfect but there’s almost always a reason behind every issue and often it’s because of something the player has or hasn’t done.
There are a lot of crypto casinos with great support. BitStarz is one among many that have been awarded Best Support and you can read more about why if you click here.