By Post
If you prefer to write to us, our address is:
TradaGames (Isle of Man) Limited, Clinch's House, Lord Street, Douglas, Isle of Man, IM99 1RZ
Complaints
When gambling at any online casino, you might experience some issues. If you are experiencing any issues with TradaCasino regarding Payment, Bonuses, Software, Deposit, Accounts or other, our highly trained customer service team will do their utmost to resolve it for you via live chat or support@tradacasino.com. If you feel that your issue has not been resolved to your satisfaction, we have a dedicated Complaints Page. As always we promise to respond to your query within 24 hours, 7 days a week.
In addition, you can file a complaint with an independent regulatory body, such as AskGamblers. or by filing a PAB with Casinomeister . As always, we guarantee full cooperation and transparency with the relevant regulatory body.
Live chat rules
All players at TradaCasino have access to our instant Live Chat feature. TradaCasino support staff are highly trained and have high level privileges that allow them to resolve the majority of queries immediately.
In 2017, TradaCasino customers waited an average of 39 seconds in the queue to speak to a Live Chat agent, and had a response to their query within an average of 41 seconds. This ensures a smooth, easy and fast service is provided to every player by the agents and TradaCasino constantly work to maintain these response times.
Access to Live Chat is subject to fair usage and TradaCasino have the right to block/remove access to Live Chat for a period of time, determined by the Live Chat agents, if they feel that Live Chat privileges are being abused. Instances that may result in removal of Live Chat access are:
Abusive Language:
Using abusive or derogatory language towards any live chat agent is completely unacceptable and may result in a permanent ban from accessing the Live Chat feature, or permanent closure of the player account.
Agent Surfing:
This refers to regularly opening/abandoning chats until a preferred live chat agent answers.
Duplicate Queries:
This refers to asking different agents the same question, despite the query already being handled in previous chats.
Misleading Information:
This refers to intentionally providing Live Chat agents with misleading information such as deposit amounts, individual cashback/bonus deals, previous conversations with support agents etc.
These rules are in place to ensure every player receives timely, helpful and accurate information from Live Chat agents at all time and ensures the support staff have sufficient time to deal with each individual query.
