Everyone has a basic right to be treated with respect and understanding. Customer Service is one of our core values and is designed to assist our players to ensure a positive gaming experience.
At BetUnited Casino, we have taken Customer Service to a higher level. We take all details into consideration when we are assisting our players so we can give you the best possible experience. Our goal is for you, the player, to leave your conversation with us, satisfied with the outcome of the contact.
We offer our players the following means of contact. We are available 24 hours a day, 7 days a week, 365 days a year.
Email: Email us at support@unitedinteractive.com
- Our agents make every effort to address email messages as soon as practicable. BetUnited strives to respond quickly and efficiently, regardless of the contact method.
- The expectation is that all emails are responded to within a two hour or less time period.
Chat:
Our chat feature is the quickest service option available. Contact us by chat by clicking the chat button in the Customer Service Portal on the App or website.
- Our agents are standing by to assist you. If there is a large volume in the queue, a customer may be requested to send an email to us for response.
- Any player who requires follow up will be given the option of an email. We suggest the email option as all information will be readily available if the email is saved.
Our agents are trained to provide strong levels of customer service. Our support standards include:
- Knowledge – Our agents have a thorough understanding of our product.
- Acknowledge – Our agents will repeat back to you the issue you discussed to confirm all parties understand the question or concern fully.
- Appreciate your business and loyalty – Players should feel appreciated, always.
- Composure – Our agents are expected to be professional and be ready and willing to assist you.
- Imagination – Innovative problem solving within regulatory standards when a novel or challenging situation presents itself.
- Complete – Ensure the reason for the player contact is resolved and effective assistance provided.
To constantly monitor and improve our service, you may receive a short survey allowing you to provide feedback and let us know how our agents are doing. If our agents are awesome, we would love to hear from you.
Although we strive to provide excellent customer support, we understand an issue may arise. Negative feedback is looked at closely by our Manager of Customer Service Operations, who may, depending on the information, get in touch with you for more details. Your voice matters. If you feel you would like to discuss issues further, feel free to contact us and either a manager or supervisor will get in touch with you.
As Customer Service Agents, we are here to help. We understand how frustrating it can be when issues arise. We ask all our players to treat our agents with the same amount of kindness and respect that we provide to our players.
Along those lines, Customer Support is dedicated to assisting customers in a professional and respectful manner. Customers are expected to communicate with our employees in the same manner. Any communication containing abusive, threatening, harassing, discriminatory, or aggressive language or behavior may result in the immediate suspension or termination of the interaction.
Where appropriate, Customer Support may pause communications until the customer is able to engage respectfully. The Company reserves the right to limit or suspend communication where employee safety, well-being, or the integrity of the support process is impacted.