All an online gamer wants when the individual participates in casino games is the security of all information provided prior to joining the games, a fair chance of winning, ease of access to support, and a respectable waiting period when a cashing in on the winnings. All of these and a lot more are comprehensively covered in the eGAP or the eCOGRA Generally Accepted Practices. Because there are several topics in the guidelines, the promotions and customer support areas are given priority in this section.
Marketing is basically the starting point of all business endeavors and it remains to be so for online casinos. Putting the best foot forward is especially true for a business that literally deals with people’s money in almost every aspect. The impression that a good advertising company creates can never be overemphasized. This is one of the reasons why sometimes marketing can often get out of hand.
eGAP Promotions and Customer Support Guidelines
The eGAp states in very definitive terms what online casinos should do or avoid from doing so in the guidelines. This is to ensure that everything is clear and fair before the chips fall. The guidelines also incorporate the necessity of informing online gamers what experts call responsible gambling. First of all, any adverts done by the casino or any other party doing the promotions on behalf of the casino should provide only accurate information based on facts. There should be no misleading info of any sort. More importantly, these adverts should not be directed towards people below the legal gambling age, nor should they be shown on sites that are associated with these people.
The guidelines also ask online gamers to have a good idea regarding a specific online casino bonus and promotions. Should there be any unclear terms or questions, they should be quickly directed to the company’s 24/7 customer service support. eGAP recommends that players who are not sure about how a certain promotion work should abstain from joining the promotion to avoid any confusion or disputes.
Any promotions offered by online casinos must be time-based. The availability of the promotions and its terms and conditions should be clearly stated or shown prominently on the company’s website. Online casinos are also asked not to unfairly change the said terms and conditions after the games have been played.
A 24/7 customer support should be provided by online casinos to address the questions, clarifications, and disputes of their clientele. It is very logical for virtual gamers to refrain from going to sites that do not offer this kind of service or has questionable access to this service. eGAP, however, is quite loose in defining how customer support should be provided. It is done normally, through toll-free numbers, email, or live chat. A postal address is also provided by all online casinos should the need calls for it. The thread or conversation between the clientele and the online casino should be carefully documented with all the necessary information.
Should a dispute remain unresolved between the online casino and the clientele, the casino itself should look for an unbiased party to take care of the proceedings. Online casinos under eCOGRA’s monitoring utilize eCOGRA as the third party to resolve disputes.