GITNUXREPORT 2025

Customer Experience In The Igaming Industry Statistics

Excellent customer support boosts retention, loyalty, and revenue in iGaming industry.

Jannik Linder

Co-Founder of Gitnux, specialized in content and tech since 2016.

First published: April 29, 2025

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Statistic 1

78% of online gamblers say that customer service influences their choice of an iGaming site

Statistic 2

45% of players have stopped playing on an iGaming site due to poor customer service experiences

Statistic 3

82% of iGaming operators rank customer experience as a top priority for retention

Statistic 4

67% of players are willing to recommend a platform with excellent customer support

Statistic 5

59% of customers report that personalized support improves their loyalty to an iGaming platform

Statistic 6

40% of complaints in the iGaming industry are related to withdrawal issues, often linked to customer service delays

Statistic 7

33% of players have abandoned a session due to unresolved support issues

Statistic 8

86% of iGaming companies invest in AI-driven customer support solutions to enhance CX

Statistic 9

54% of players say that multi-channel support options improve their overall experience

Statistic 10

70% of iGaming operators experienced increased customer satisfaction after deploying live chat features

Statistic 11

60% of players report a better gaming experience when customer support is available 24/7

Statistic 12

90% of players have used FAQ sections before reaching out to support, indicating the importance of comprehensive FAQs

Statistic 13

85% of iGaming companies measure customer satisfaction through NPS (Net Promoter Score)

Statistic 14

54% of players feel more valued when they receive personalized messages from support representatives

Statistic 15

65% of complaints in the iGaming industry are related to payout delays, often mitigated by effective customer support

Statistic 16

43% of players report that they are less likely to use a platform again after poor customer support

Statistic 17

84% of operators agree that improving CX leads directly to increased revenue

Statistic 18

66% of iGaming companies have dedicated CX teams to address player concerns more effectively

Statistic 19

73% of players would stop playing if they experience unresolved issues more than twice, indicating the importance of efficient support

Statistic 20

80% of players report that a friendly and professional support interaction increases their likelihood to return

Statistic 21

81% of operators have implemented customer feedback loops to continually improve support quality

Statistic 22

46% of players believe that quick resolution times are the most critical element of positive CX

Statistic 23

76% of operators see a direct correlation between CX improvements and player lifetime value

Statistic 24

50% of iGaming platforms provide multi-language support to cater to a global audience, improving overall player satisfaction

Statistic 25

71% of players are more likely to stay with a platform that offers proactive support, such as alerts about issues or delays

Statistic 26

39% of customer complaints are related to bonus and promotion misunderstandings, often resolved through effective customer service

Statistic 27

88% of players would recommend a platform with excellent customer service to others

Statistic 28

63% of players prefer to communicate with customer support in their native language, affecting retention rates

Statistic 29

62% of iGaming operators have increased investment in customer analytics to better tailor CX

Statistic 30

47% of companies have reported a rise in player satisfaction after implementing targeted support interventions

Statistic 31

65% of players are more likely to re-engage with an iGaming platform if they received prompt support

Statistic 32

50% of players prefer live chat support over email or phone support

Statistic 33

72% of users expect quick responses to their inquiries, with 24-hour response times being the standard

Statistic 34

48% of customers are more likely to continue playing on platforms that resolve issues within 1 hour

Statistic 35

75% of users prefer quick, automated responses for simple inquiries, such as deposit or withdrawal status

Statistic 36

69% of players prefer to have multiple ways to contact support, including social media, email, live chat, and phone

Statistic 37

58% of customers consider response time as the most important factor in assessing customer support quality

Statistic 38

36% of players prefer self-service options for account management and troubleshooting

Statistic 39

57% of iGaming players use mobile devices for customer support, emphasizing the need for mobile-optimized support channels

Statistic 40

77% of operators have increased use of data analytics to personalize CX

Statistic 41

55% of players believe that a dedicated account manager enhances their trust in online gambling sites

Statistic 42

74% of users expect transparency about terms and conditions from customer support teams

Statistic 43

49% of players are more likely to trust an iGaming platform that clearly explains its policies

Statistic 44

42% of players have left a platform due to perceived lack of security in customer data handling, mitigated by transparent support practices

Statistic 45

52% of players report that human interaction in support increases their trust more than automated responses

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Sources

Our Reports have been cited by:

Trust Badges - Publications that have cited our reports

Key Highlights

78% of online gamblers say that customer service influences their choice of an iGaming site
65% of players are more likely to re-engage with an iGaming platform if they received prompt support
45% of players have stopped playing on an iGaming site due to poor customer service experiences
82% of iGaming operators rank customer experience as a top priority for retention
50% of players prefer live chat support over email or phone support
72% of users expect quick responses to their inquiries, with 24-hour response times being the standard
67% of players are willing to recommend a platform with excellent customer support
59% of customers report that personalized support improves their loyalty to an iGaming platform
40% of complaints in the iGaming industry are related to withdrawal issues, often linked to customer service delays
33% of players have abandoned a session due to unresolved support issues
86% of iGaming companies invest in AI-driven customer support solutions to enhance CX
54% of players say that multi-channel support options improve their overall experience
70% of iGaming operators experienced increased customer satisfaction after deploying live chat features

In the fiercely competitive iGaming industry, delivering exceptional customer experience — backed by data showing that 78% of gamblers consider customer service a key factor in choosing a platform — has become the ultimate game-changer for retention, trust, and revenue growth.

Customer Experience and Satisfaction

78% of online gamblers say that customer service influences their choice of an iGaming site
45% of players have stopped playing on an iGaming site due to poor customer service experiences
82% of iGaming operators rank customer experience as a top priority for retention
67% of players are willing to recommend a platform with excellent customer support
59% of customers report that personalized support improves their loyalty to an iGaming platform
40% of complaints in the iGaming industry are related to withdrawal issues, often linked to customer service delays
33% of players have abandoned a session due to unresolved support issues
86% of iGaming companies invest in AI-driven customer support solutions to enhance CX
54% of players say that multi-channel support options improve their overall experience
70% of iGaming operators experienced increased customer satisfaction after deploying live chat features
60% of players report a better gaming experience when customer support is available 24/7
90% of players have used FAQ sections before reaching out to support, indicating the importance of comprehensive FAQs
85% of iGaming companies measure customer satisfaction through NPS (Net Promoter Score)
54% of players feel more valued when they receive personalized messages from support representatives
65% of complaints in the iGaming industry are related to payout delays, often mitigated by effective customer support
43% of players report that they are less likely to use a platform again after poor customer support
84% of operators agree that improving CX leads directly to increased revenue
66% of iGaming companies have dedicated CX teams to address player concerns more effectively
73% of players would stop playing if they experience unresolved issues more than twice, indicating the importance of efficient support
80% of players report that a friendly and professional support interaction increases their likelihood to return
81% of operators have implemented customer feedback loops to continually improve support quality
46% of players believe that quick resolution times are the most critical element of positive CX
76% of operators see a direct correlation between CX improvements and player lifetime value
50% of iGaming platforms provide multi-language support to cater to a global audience, improving overall player satisfaction
71% of players are more likely to stay with a platform that offers proactive support, such as alerts about issues or delays
39% of customer complaints are related to bonus and promotion misunderstandings, often resolved through effective customer service
88% of players would recommend a platform with excellent customer service to others

Customer Experience and Satisfaction Interpretation

In the iGaming industry, where 78% of gamblers declare customer service influences their choice, it’s clear that a swift, personalized, and multi-channel support system isn’t just a perk but the bet that turns players into loyal bettors—because apparently, even in the high-stakes world of online gaming, players just want to be seen, heard, and paid promptly.

Player Engagement and Retention

63% of players prefer to communicate with customer support in their native language, affecting retention rates
62% of iGaming operators have increased investment in customer analytics to better tailor CX
47% of companies have reported a rise in player satisfaction after implementing targeted support interventions

Player Engagement and Retention Interpretation

With 63% of players favoring native-language support and nearly half experiencing increased satisfaction from tailored interventions, the iGaming industry’s latest stats underscore that personalized, language-conscious customer experience isn’t just good service—it's a strategic game-changer for retention and loyalty.

Support Channels and Responsiveness

65% of players are more likely to re-engage with an iGaming platform if they received prompt support
50% of players prefer live chat support over email or phone support
72% of users expect quick responses to their inquiries, with 24-hour response times being the standard
48% of customers are more likely to continue playing on platforms that resolve issues within 1 hour
75% of users prefer quick, automated responses for simple inquiries, such as deposit or withdrawal status
69% of players prefer to have multiple ways to contact support, including social media, email, live chat, and phone
58% of customers consider response time as the most important factor in assessing customer support quality
36% of players prefer self-service options for account management and troubleshooting
57% of iGaming players use mobile devices for customer support, emphasizing the need for mobile-optimized support channels

Support Channels and Responsiveness Interpretation

In the fast-paced world of iGaming, providing swift, accessible, and multi-channel support isn't just a nicety—it's the{name}game changer for keeping players engaged and loyal.

Technological Innovations and Data Utilization

77% of operators have increased use of data analytics to personalize CX

Technological Innovations and Data Utilization Interpretation

With 77% of iGaming operators leveraging data analytics to personalize customer experiences, it's clear that in the digital casino of the future, personalized plays are reigning supreme, blending high-stakes innovation with smart strategy.

Trust, Transparency, and Industry Practices

55% of players believe that a dedicated account manager enhances their trust in online gambling sites
74% of users expect transparency about terms and conditions from customer support teams
49% of players are more likely to trust an iGaming platform that clearly explains its policies
42% of players have left a platform due to perceived lack of security in customer data handling, mitigated by transparent support practices
52% of players report that human interaction in support increases their trust more than automated responses

Trust, Transparency, and Industry Practices Interpretation

These iGaming statistics reveal that trust hinges on transparency and human connection—showing that in online gambling, honesty and a personal touch are more valuable than ever in betting on confidence.