Published: 7 May 2025 | Updated: 28 Nov 2025
How often do you use live chat to contact customer support teams online? If the answer is “never”, you may be missing out on one of the most convenient and efficient ways to get advice.
Live chat is common at top-tier UK casino sites: if you have questions about deposits, bonuses, or anything else, you can open a conversation with a support agent in just a few steps. And if an agent isn’t available, chatbots may help you find the answers you need.
But many online casinos don’t have support agents ready to chat live with you 24 hours a day. What are the best times to use the service if you want to speak to a human rather than a chatbot? And what alternatives are available if you don’t want to use live chat at all?
In this post, we’ll cover:
- When to use live casino chat
- How to use a live chat service (including interacting with chatbots)
- Four alternative ways to find information at online casinos
When are the best times to use live chat?
Depending on the casino, live chat hours can vary significantly. Some may only offer customer support for a few hours a day, while others may appear to provide little to no assistance beyond a basic FAQ.
Whatever channels they offer, the best online casino sites provide clear information on their customer service team’s operating hours. They’ll also explain the other contact methods available if you would rather avoid live chat.
The best times to use live chat will usually be during standard business hours: from around 8am to 6pm. Human agents are most likely to be available during these periods, though high demand could lead to long waits.
At Genting Casino, our live chat service is manned by trained customer support agents between 6am and midnight. This provides you with plenty of time to speak to one of our representatives.
But we also use Marcus, our friendly chatbot, to start interactions before passing you on to a human agent. Marcus can help you resolve a wide range of issues efficiently and get you back to gaming in no time. But our human team members are still ready to address complex matters.
How to Use Live Chat to Solve Your Problems Quickly
The process of using live casino chat can vary slightly from one site to another, but will generally be similar. To help you understand how it works, here’s our step-by-step guide:
- Log in to Genting Casino with your username/email and password.
- Click on the ‘Menu’ button to open the sidebar menu.
- Tap ‘Chat’ (labelled with a small speech bubble) to open a pop-up window.
- Click on the ‘Customer Support’ option to speak with Marcus the chatbot.
- Select ‘Yes, let’s go’ to get started after Marcus introduces himself.
- Type your question, whether you have an issue with payments, account management, or anything else.
Marcus will provide you with options to select to clarify the nature of your query, but the chatbot will pass you on to a human team member (between 6am and midnight only) if he’s unable to give you the answers you need. As soon as an agent is available, they will be happy to help.
Customer Support Alternatives to Live Chat at Online Casino Sites
Around 49% of Brits gamble online (across slots, lotteries, and more), and many will need customer support at one time or another. If live chat is a no-no for you, here are four other ways to find assistance at real-money online casino sites:
Most online casinos offer customer support by email. Operating hours differ, though some may provide a 24/7 response (which could be automated). Sending an email may be preferable if you have a lot of information to convey, such as when explaining a complicated technical issue.
Phone
Customer service by phone is less common at casino sites than live chat and email support. This will usually be available for a limited number of hours each day, and you may face long wait times during busy periods. As a result, it may be best to call from the comfort of your own home in case you’re left on hold a while.
FAQs
Well-designed FAQs make it quick and easy to answer your own questions. You can browse a variety of topics, from depositing money into your account to reporting malfunctions, instead of needing to seek help from others.
Blog Posts
The best online casino sites have a blog section that provides information and advice for players.
For instance, Genting Casino’s Insights section carries a wealth of articles and guides on many diverse topics. You’ll find everything from advice on how to play baccarat live to explanations of betting systems and updates on new games.
Conclusion
Live chat is a user-friendly, simple customer support channel at UK casino sites. While there are alternatives, a live casino chat service is usually available round the clock thanks to chatbot software.
Genting Casino operates live chat 24/7, with Marcus the chatbot and our human agents here to help you. Whatever you need, get in touch with our team today for friendly, honest support!
