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Which bookmaker has the Best customer service?

Which Bookmaker Has The Best Customer Service?

One of the key aspects we look for in any bookmaker comparison we undertake is customer service. It’s important that any issue that arises with a bookmaker account can be dealt with quickly and efficiently. This helps build trust between bookie and punter, with the reassurance that our betting account is in safe hands.

Different operators have different strengths when it comes to customer service. Some bookmakers offer live chat services, whereas others concentrate on email and telephone facilities.

The rise in social media has also led to customer service offered on both Facebook and Twitter. We’ve taken social media data into consideration when we’ve picked our top bookmakers for customer service.

Bookmaker Customer Service: A Comparative Analysis

For this bookmaker comparison, we’ve analysed the customer service facilities of 25 top bookmakers. The table below illustrates which bookmakers we’ve covered and compared.

PETAR ALT 888sport social media bet365 social media William Hill social media
Betfair social media Betfred social media Betsafe social media Betway social media BetVictor social media
Boylesports social media ComeOn social media Coral social media Energy bet social media Genting bet social media
Ladbrokes social media LeoVegas social media Marathonbet social media Matchbook social media Netbet social media
Paddy Power social media skybet white Sportingbet social media Winner Sports social media Unibet social media

So, what did we actually look for in this bookmaker comparison? We tested each customer service function in full to develop a list of the following:

  • Best customer service via Live Chat
  • Best customer service via Phone
  • Best customer service via Email
  • Best customer service via Twitter

To ensure an objective and unbiased bookmaker comparison, we asked each bookmaker the same questions. Our data comes from their responses, which we will look at shortly. The questions we asked our as follows.

Live Chat & Phone

  • Do you have a bonus?
  • What is it?
  • Is it available for new players?


  • What is your welcome bonus?


  • What offers do you have for new players?

We carried out our research during April 2019. Now, it’s important to point out that these were our findings during this period only. The results of each test can vary, depending on when you access customer service and from which country.

The Best Bookmakers For Customer Service

After analysing the data we’ve gathered for this bookmaker comparison, we’ve determined our top three. The operators with the highest rating for customer service are as follows:

  • Matchbook
  • Ladbrokes
  • Betsafe

Customer service 2019

Our number one is Matchbook. Firstly, let’s look at their Live Chat service. It took just 20 seconds to make contact with a member of the team, and 115 seconds to receive an answer that satisfied our query.

Matchbook were also quick to respond to our email and telephone queries, and it took less than half an hour for a response on Twitter.

Matchbook don’t provide a 24/7 Live Chat service, which can be somewhat of a drawback. However, this function is available most of the day, so for overall customer service, Matchbook come out on top.

Second in our bookmaker comparison is Ladbrokes. Using their 24/7 Live Chat service, we received a satisfactory response to our query in 185 seconds. Our phone call was responded too very quickly too, and it took around two hours to receive a reply via email.

One disappointment was the length of time it took to receive a response on Twitter. It took around 75 minutes for an answer. This isn’t too surprising, though, considering the bookmaker giants have thousands of followers, and they were one of only 11 bookmakers to even reply via this method.

Coming up in third place is Betsafe. It took around five seconds to make contact with their Live Chat team, and we got the answers we were looking for in around 30 seconds.

Our telephone and email queries were dealt with extremely quickly and efficiently too, waiting around 30 seconds to make contact via telephone and around half an hour for an email response.

We were let down by the lack of response via Twitter, though. Betsafe could certainly improve on what is a pretty decent customer support facility.

Just missing out on our general top three are Marathonbet and BoyleSport. Both offer adequate customer support services, but Marathonbet’s lack of Twitter response sees them in fourth place. As for BoyleSports, we were unable to make contact via Live Chat, which should be considered a basic customer contact point.

Best Bookmaker For Live Chat Services

We’ve discussed our general top three bookmakers for customer service, let’s delve into more detail and look at the best customer service via Live Chat options.

In our bookmaker comparison, we’ve established that the best bookmaker for live chat is Betsafe. The lack of contact via Twitter may be a disappointment, but we were impressed by how we were dealt with via Live Chat.

It took just 30 seconds to receive a response via Betsafe’s Live Chat function. The first point of contact is a robot, but chatting to a real human is an option too. Live Chat here is available 24/7, so no matter what time a problem arises, you can deal with it quickly.

According to our data, the second best bookmaker via Live Chat services is a tie between Betfred and Matchbook. With a response time of around 115 seconds, we were impressed with how promptly our Betfred query was dealt with. We did have to wait slightly longer before contact was made, but that’s to be expected with such a popular online bookie.

In joint second is Matchbook. Number one in our general bookmaker comparison for customer service, Matchbook’s Live Chat service is a huge reason why they’re ranked number one.

We also have a tie for third place, too. Winner Sports and Betfair offer a good Live Chat service. It did take a few minutes for initial contact to be made, but both bookmakers dealt with our questions rather quickly.

Best Bookmaker Via Phone Customer Service

A surprise outcome possibly, but our best customer service via phone is Energy Bet. Our team had to wait just 10 seconds to make contact via telephone, an extremely rapid response time.

Making up our top three best bookmakers for phone customer service are BoyleSports and Winner Sports.

Best Bookmaker Via Email Customer Service

We received automatic responses from 14 of the 25 operators we tested in this bookmaker comparison. In terms of responses that resolved our queries, it’s Matchbook who get the highest rating, with a response time of around 10 minutes.

Also impressing in this category are Betsafe, Energy Bet, Bet At Home and Sporting Bet. The latter two make their first appearance in our top bookmakers for customer service list.

Best Bookmaker Via Twitter Customer Service

Onto Twitter. Using social media can make contacting customer support much easier. A number of bookmakers agree, with many taking their social media interactions with their customers seriously.

Not all do, though. We only received Twitter responses from 11 of the 25 bookmakers we attempted to make contact with. Of these, we received the quickest responses from the following bookmakers:

  • BoyleSports
  • William Hill
  • bet365
  • Betfair

Bookmaker Comparison: Conclusion

What we found most interesting is the number of so-called ‘smaller’ bookmakers who make appearances in our top three lists. There are a number of reasons why this could be the case.

The more famous bookmakers have thousands of members, and therefore receive many more customer requests. In addition, bookmakers with smaller numbers of members seem to focus more on retaining the customer base they already have, in the hope this could encourage others to join.

It’s also interesting that relatively few bookmakers seem to use Twitter as a way to offer customer support. We were disappointed that 14 bookmakers we researched failed to make contact with us via their Twitter channels. We expect these operators to improve on their social media communication in the near future.

The best customer service via live chat operators don’t necessarily offer a 24/7 service, but do offer efficient support. Similarly, the best customer service via phone may not be available throughout the day, but the most important aspect is a support facility that offers quick and simple answers.