Customer Support - Channels and Hours of Operation

Customer Support - Channels and Hours of Operation

Hours of Operation:

 

The Customer Service team is available 24-hours a day, 7-days a week for player assistance. Support is available through the channels mentioned below.

 

Channels of Support:


Support Portal: Players can use self-help articles published on the support portal https://support.on.stardustcasino.com for more information, resolution to frequently asked questions and troubleshooting for common issues. The support portal is available 24-hours 7-days a week. If the articles do not cover a question or resolve the issue satisfactorily, the player can submit their enquiry through the web-form by clicking on the ‘Submit a ticket’. All messages are received by the Customer Service software as emails, and will be responded to, within 4 hours on average. The Customer Service team periodically reviews and updates the help articles published on the support portal.

 

Email: The customer support team can be reached by sending an email to support@on.stardustcasino.com. Emails are responded to within 4 hours on average.

 

Chat: Players can initiate a live-chat interaction with the Customer Support team via the chat button available on the support page, which will indicate the availability of the support team in real time - a chat can be initiated only if an agent is available to address the chat. If all agents on duty are engaged in a chat with other players, new chats cannot be initiated. If all agents are busy, players can click the chat button to submit a message. The message will be received by customer service software and the Customer Service team will respond to it via email. All chats are responded to within 60 seconds. In cases where a chat is not responded to within 60 seconds, the initial message from the Player is converted into an email ticket and registered in the customer service software and responded to as an email.

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