In today’s igaming industry, fast and fair complaint handling plays a crucial role in building player trust, especially as player numbers increase and regulations become more stringent. With rising expectations and greater public visibility, it has become integral to brand reputation, player retention, and long-term success.
RocketPlay Casino continues to enhance the player experience through clear communication, transparent processes, and a commitment to prompt and equitable complaint resolution. With a loyalty score that has tripled recently—now reaching 88%—the platform attributes this progress to its customer-first strategy and its ability to act on player feedback at every stage.
As the platform expands, so does the volume of player interactions. RocketPlay has responded by refining its internal systems and developing a structured, multi-channel approach to handling complaints. The result: faster resolution times, improved satisfaction scores, and a more resilient player relationship model.
### Complaints as a Signal to Act
Each complaint highlights a point of friction in the player’s journey. RocketPlay treats complaints not as isolated incidents but as opportunities to address systemic gaps. Ignoring them risks damaging both brand reputation and trust in the industry. RocketPlay ensures every player has a clear path to raise concerns via email, live chat, or chatbot. Our internal tools allow us to prioritize and resolve cases efficiently, and our policy is simple: respond quickly, clearly, and respectfully.
Our analysis showed that 27% of all incoming queries were repetitive—an immediate case for automation. A chatbot was introduced to handle these, and today, 50% of players use it as their first step when seeking support. It now resolves 25% of all requests independently, allowing agents to focus on complex, high-value cases. Our complaints policy is easily accessible on the RocketPlay website, ensuring players can easily find information on how to submit feedback or complaints.
We use an omnichannel support tool that helps categorize, track, and prioritize tickets efficiently. As a result, the average response time for high-priority emails has decreased from 10 to three hours. Collaboration across customer care, product, risk, PR, and operations ensures each case is handled with consistency and attention to detail.
### Strategic and AI-powered Solutions
AI-powered tools play a key role in how we manage incoming email requests. Each message is automatically categorized based on its content before it reaches an agent. The system detects the topic, assesses urgency, and assigns a priority level. If the message is a complaint or marked as time-sensitive, it is routed to the top of the queue.
Roughly 25% of all incoming emails are flagged as high-priority and processed first. This AI-based prioritization has substantially improved our response times, with the average reply time on urgent tickets reduced from 10 to three hours, a 70% improvement in speed.
Regular trend analysis allows us to spot complaint surges and systemic issues at an early stage. In one example, after identifying a spike in email delivery issues, targeted updates led to a 38% decrease in related complaints. We also gather feedback through live chat ratings, player comments, and quarterly surveys—all of which continue to inform updates to both product and support processes.
Most issues are resolved before they escalate, thanks to clear service level agreement (SLA) thresholds and smart routing. Tickets that aren’t resolved on time are automatically escalated to senior agents. Early-stage concerns are also shared with product teams and often lead to improvements before a formal complaint is submitted.
### Results and Recognition
As a result, 88% of all support requests are now resolved internally. In our latest player survey, response volume doubled, with players highlighting helpful agents, quick replies, and 24/7 support as key strengths. Satisfaction metrics support this progress: our product and service satisfaction rate reached 92% in the latest quarterly survey, while our customer satisfaction score (CSAT) continues to exceed 75%, confirming consistently strong player approval.
Our team uses structured review mining tools and categorization techniques to identify emerging patterns in player concerns. By closely tracking external platforms, we can detect signals early, often before they escalate into formal complaints. “We aim to address potential issues at the earliest stage,” says Kate Jones, PR manager at RocketPlay. “Our goal is for the player to feel heard and understood before frustration sets in.”
This approach is reflected in RocketPlay’s strong ratings across major platforms. We also hold trust certificates from recognized entities, and have been verified twice by notable industry reviewers. Looking ahead, we want to raise the bar for how complaints are handled in the igaming space, with fast action, real data, and a clear focus on the player.