Tag why casino and sportsbook customers contact support

Fields

• Channel (email, web chat, chat app, SMS, call)
• The whole conversation, oldest message first

Questions

1. What is the main reason the customer contacted support? Choice

   Choose the single dominant reason, not every topic mentioned.

   • Withdrawal delay A withdrawal is pending, slow or has not arrived.
   • Withdrawal declined or reversed A withdrawal was refused, cancelled or returned to the balance.
   • Deposit problem A deposit failed, was declined, is missing or was taken twice.
   • Verification Identity, address, age or source of funds checks, documents requested or rejected.
   • Bonus or promotion A bonus, free spins or free bet not credited, removed, or its wagering and terms.
   • Account access Login, password, two-factor or a locked or suspended account.
   • Limits and self-exclusion Deposit limits, time-outs, self-exclusion, or closing the account because of gambling.
   • Account closure, other reasons Closing the account for any reason other than gambling harm.
   • Bet settlement A sports bet settled wrongly, voided, or a cash-out disputed.
   • Game fault A casino or live game froze, disconnected, or a round or win is disputed.
   • Payment method Adding, removing or changing a card, bank account or e-wallet.
   • Site or app problem The website or app is slow, erroring or not loading, outside a game.
   • General question A question about rules, limits, products or how something works, with no problem.
   • Complaint about service The customer complains about how they were treated or about earlier contacts, not a specific transaction.

2. What caused the contact, as far as the conversation shows? Choice

   Choose insufficient information rather than guess at a cause the conversation does not establish.

   • Product defect The site, app or a game did not work as it should.
   • Processing time A normal review or payment timescale had not yet passed.
   • Verification requirement A check or document request held something up.
   • Payment provider A bank, card issuer or e-wallet caused the problem.
   • Customer misunderstanding The customer misread terms, rules or how something works.
   • Operator error Our staff or systems made a mistake, such as a code not applied or a wrong settlement.
   • Unclear communication We failed to tell the customer something they needed to know.
   • No problem The contact was a question or request with no problem behind it.

3. Which product does the contact concern? Choice

   • Sportsbook Sports betting and cash-out.
   • Casino Slots and table games.
   • Live casino Games with a live dealer.
   • Poker Poker games and tournaments.
   • Payments Deposits, withdrawals and payment methods.
   • Account Login, verification, limits, closure and personal details.
   • Not product specific The contact does not concern one product.

4. Could the customer have found the answer in the help centre or the account pages? Yes / No

   Yes: The question has a general answer, such as a published timescale, a rule or where a setting is, needing no agent judgement or account access. No: It needed agent judgement, access to the account or an action only staff can take.

5. Does the customer name or describe another betting or casino operator? Yes / No

   Yes: Another operator, brand or site is named or clearly described. No: No other operator is referred to.

6. Does the customer ask for something the product does not offer? Yes / No

   Yes: The customer asks for a new feature, game, market, payment method or change in how something works. No: No such request appears; reporting that something is broken does not count.

Lens columns

contact_reason, contact_reason_probability, root_cause, root_cause_probability, product, product_probability, self_service_possible, self_service_possible_probability, competitor_mentioned, competitor_mentioned_probability, feature_request, feature_request_probability