How does casino support work in German online casinos?

There are various reasons why players contact the support team of an online casino. In this case, users expect to be able to get in touch quickly and expect a competent, helpful member of staff who ideally also speaks German. But how good is the quality of support in German online casinos really?

In October, we at GambleJoe reported on what employees in the casino industry in Germany earn. Among other things, we discovered that customer service employees in online casinos often earn comparatively little, with gross earnings of between €2,000 and €2,500 per month. Nevertheless, there are thousands of ‘customer support agents’ employed in the online gambling industry worldwide. We specifically tested the support in online casinos with a German licence. This is where players are likely to have the highest expectations of casino staff.

What contact options do German online casinos offer?

Experience shows that the majority of German online casinos at least offer support via email and live chat. In exceptional cases, such as Betano, BingBong and JackpotPiraten, a telephone support hotline or callback service is also available. While at first glance many online casinos are available around the clock, on closer inspection it often turns out that at least no German-speaking support agents are available at night. Several years ago, we at GambleJoe already answered the question of how important customer service is in online casinos.

Our current table shows which online casino can be contacted at which times:

What tasks does a customer service representative perform in the online casino?

Support staff in online casinos have many different tasks. Basically, they should have a suitable answer to every question a player has. Experience shows that many players have the same questions, so a certain routine develops over time.

Classic 0815 questions and tasks usually relate to the following topics:

• Registration: If a player has a problem registering or does not know what to enter in a certain field, they will contact casino support. Support must also intervene in the event of technical problems, i.e. if the site connection is interrupted. This is particularly annoying and usually emotional for players if the connection is interrupted during an ongoing game round.
• Bonuses & loyalty programme: A player has not received their casino bonus or has a question about the terms and conditions? Then he or she usually doesn't hesitate for long and contacts customer service.
• Payment processing: In practice, there are sometimes problems with payments that cannot be processed successfully. Casino support then has to find out whether the problem is with the online casino or the external payment service provider (e.g. PayPal).
• Payouts & verification: A casino support agent also spends a lot of time answering questions about payouts and the verification process. Experience has shown that gamblers often have queries and uncertainties in this area. Back in February last year, we answered the question of how verification works in German online casinos in detail.

How well qualified are the support staff?

Of course, there is no concrete answer to this question. However, it is standard practice in the industry for new employees to first complete a fully paid training course in order to familiarise themselves with all the tasks and challenges of a support agent. The fact is, however, that there are no several years of training or the like that are required to work as a support agent for an online casino or online casino. Even experience in the gambling sector is often only listed as ‘desirable’ and not as a mandatory requirement.

In addition, as a customer support agent, there are usually a number of attractive training opportunities. In the past, it has not been uncommon for young employees to start in casino support and gradually work their way up to significantly better paid management positions.

How good are the working conditions as a customer support agent at an online casino?

To this day, most support staff for the online gambling industry are recruited on the Mediterranean island of Malta. No wonder, as this is where most gambling companies have their headquarters. In order to attract new motivated employees, the companies offer benefits such as:

• Earnings: 2,000 - 2,500 euros gross per month
• Help with relocation and finding accommodation
• Partly the possibility of home office
• Often lots of team events and parties

Inside Casino Support: We tried to take a look behind the scenes

Naturally, we were keen to find out how German online casinos have structured their customer service. To find out more, we wrote to a random sample of seven online casinos with a German licence and asked them about their casino support.

Among other things, we wanted to know whether the online casinos employ their own support staff or use external service providers. We were also specifically interested in how well the support agents are trained and whether chat bots are used.

One exception, however, is Jokerstar Spielothek, which readily answered all our questions within two days:

Question GambleJoe: Is the support centre located in Germany or do you work remotely?

Jokerstar: Our customer advisors are based in Germany, just like Jokerstar itself. We don't rely on support centres, but have our own customer advisors who deal exclusively with Jokerstar.

Question GambleJoe: Do you use native speakers or do you also use translation software?

Jokerstar: Our account managers are all native speakers.

Question GambleJoe: How well is the casino support trained?

Jokerstar: We have weekly meetings/trainings where the support agents are kept up to date with the latest developments. In addition, there are several larger training sessions per year that last several hours.

Get to know the Jokerstar online casino now!

Conclusion

The quality of customer service in online casinos depends on the individual person sitting on the other side of the screen. In every online casino, there are motivated and less motivated as well as competent and less competent support staff.

From the player's point of view, the most important thing is that the employee speaks the relevant language. After all, nothing is more annoying than when the ‘casino representative’ does not understand the player and their problem. For this reason, every user who makes use of casino support should also rate the service at the end - this option is now available in almost all online casinos. Our experience shows that the language barrier is often not a problem, at least in German online casinos. Only at LunaSlots were we advised to ‘write our enquiry in English in order to receive an immediate response’.

In the vast majority of cases, however, the support agents were fluent in German and were able to help accordingly. However, it is also true that the support staff often come around the corner with ready-made standard answers, some of which are not formulated in sufficient detail to offer a helpful solution to unusual problems.

Find out more details about the Betano online casino!

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