Customer Service is about people!

Customer service is about people.  It is about real people helping customers to get the best experience.  At TradaCasino, we are delighted to say that we know our customers. Our team of customer service agents take the time to get to know the real people behind the screen or on the other side of the telephone.  

In this series we will be introducing the team.  Join us and get to know the real people who are on hand 14 hours a day to ensure the best experience possible.

Today we are chatting to Rachel Morgan, the Head of Casino at

TradaCasino has been named as the best Customer Service provider by Casinomeiseter Forum.  As the person who heads up customer service can you must be proud, especially as this was voted for by users.  

I am incredibly proud of the team. They work so hard, day and night, to ensure our customers are get the best service possible. Whether it is a free bonus request, a technical issue, or just a chat, they always go above and beyond to look after the players.

It can be easy, in this industry, to let standards slip. We are committed to never letting that happen. We are constantly taking on new customer service agents and they take part in-depth training for weeks before taking their very first live chat.

We have positioned ourselves as a more boutique style casino. It isn’t about competing with the biggest in the industry, it is about doing the best for our customers.  We are a smaller operation and this allows us to have a close relationship with our players. We are committed to maintaining this at all times.

What is the company philosophy regarding customer service?

Our philosophy has always been ‘Fun, Fast, Fair’.

We provide a fun environment for players to enjoy their favourite casino games.

We provide a responsive and fast service to our players. In fact, we process withdrawals faster than most casinos in the industry (0-6 hours), and our average response time to live chat queries last month was 47 seconds!

As an award winner, I would imagine that most people are happy and their problems are resolved.  What hours are your customer service staff available?

Our staff work 9am – 11pm (7 days a week, 365 days a year). We answer most live chat queries instantly, and support emails within about an hour.

What formats is customer service available in – online, email or phone?  And what is most popular?

The vast majority of queries come through live chat. That is by far the best way for customers to get in touch. We can help out instantly and there is never any waiting time.

In this series we want to learn about the person behind the live chat window.  Can you tell us a little about yourself?

1.What do you dream about spending your big win on?

Knowing my luck, I’ll be dreaming for a while! If I did hit something substantial though, I would love to go to New York for a weekend… and stay in The Plaza Hotel! It’s always been a big dream of mine to stay there.

2. When you spend time online do you do it on your mobile, tablet or a laptop?

If I’m in the office, it’s always a laptop. At home I do everything on mobile – whether that is news, games, emails or a few spins on the slots. It’s pretty much mobile exclusively.

3. What do you do to relax?


4.What are your favorite TV shows?

(Don’t judge me)

I just love reality TV, my highlights being Big Brother and Strictly Come Dancing (I said don’t judge me!).

When I get the chance, there is nothing quite like sitting down to a box set binge.  My favourites are:

  • The Jinx
  • Black Mirror
  • The Affair

5. Tea or Coffee?

Coffee!  Always Coffee!

6. Describe your perfect Saturday night in.

Oh no, I have to mention Strictly Come Dancing again!

After a long week there is nothing nicer than relaxing in front of the TV with a glass of Malbec.

7. Who would you invite to dinner – choose three people, living or dead, fictional or real.

The Queen! I recently watched the Netflix series The Crown, and now I am fascinated by the royal family. I would have so many questions for her I wouldn’t even know where to start!

Ricky Gervais! Last night I watched his new Netflix stand up show Humanity and it was hilarious. He’s a straight talker, he’s not afraid of offending people, and I think he’d spark lots of debate at the dinner table.

Johnny Cash! I love Johnny Cash, he has the most unique voice and has had such an intriguing life. Walk the Line is one of my favorite movies (Yes, I’m beginning to realize I watch too much TV) and it was that movie that really cemented my super-fan status!

Thank you so much for taking the time out to chat with us for this blog series.  Keep a look out for our next customer service agent featured next month. I wonder if they are Strictly fans too?


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