Escalating casino cases

When escalating an issue with a casino game, customer service should gather detailed information to ensure a smooth escalation process. Here’s a guide on the key questions to ask and how to proceed.

1. Basic information

• Player ID or email: Helps identify the user within the system.

• Contact channel: Make sure to state where the customer reported the issue through. All resolutions from an escalation should be addressed via email.

• Game Name and provider: Specify the game and provider or if it is an original game.

2. Details of the issue

• Description of the Problem: Ask the player to explain the issue in their own words.

• Error Messages (if any): Note any error codes, messages, or pop-up alerts.

• Date and Time of Occurrence: Helps trace logs and monitor system activity during that period.

• Frequency: Did the issue happen once or repeatedly? If repeatedly, how often?

• Access the game: Check if you are having the same problem the customer is reporting.

• Rules: Check the rules within the game or have the customer review them for any possible explanation. This is even more recommended when customers have complaints about payments.

3. Device and technical specifications

• Device Type: Is the player using a mobile device, computer, or tablet?

• Operating System and Version: Identify if the player is on iOS, Android, Windows, etc., as well as the specific version. This is mostly advised when you are not receiving the same error message.

• Browser Information: If applicable, ask for the browser type (Chrome, Safari, etc.)

4. Internet connection details

• Connection Type: Are they using Wi-Fi, mobile data, or wired connection? This can be requested for a more in depth review of the case.

• Network Issues: Ask if they experienced any network disruptions or slow speeds while playing.

5. Transaction or game history (if applicable)

• Recent Transactions or Bets: For issues involving winnings, losses, or gameplay, ask about recent bets or transactions. In order to check the backend, we can request the risk amount of the transaction in question.

• Game Round or Session ID: If the platform provides a session or game ID, request this from the player.

6. Previous troubleshooting steps

• Attempted Fixes: Ask if the player has tried any troubleshooting, like restarting the game, deleting cache and cookies, or refreshing the page.

• Other Affected Games: Check if the issue extends to other games from the same provider or if it is an isolated to one.

7. Screenshots or screen recordings (if possible)

• Visual Proof: Screenshots or screen recordings can be invaluable for identifying and replicating the issue.

8. Escalating the case

• Once you have gathered all pertinent information of the case, you can proceed to make the escalation for upper management, developers or providers to check.

• Make sure to create the ticket in Intercom for the customer to follow up and so that we can keep up to date with new information about the case.

• You can check how to make the escalation here.

9. Follow up

• Let the customer know that the issue was escalated and also advise the user that we do not have an estimated time frame for the case to be solved.

• Be on top of any information shared so that we can follow up with the customer as soon as there is an update or an implemented solution.