Testing Betting Apps' Customer Support
We Tested Customer Support Across 10 Betting Apps
Customer support is one of the most overlooked parts of choosing a betting app. Most people focus on betting bonuses, odds, and features, but none of that really matters when something goes wrong and you need help.
And issues come up more often than you’d think. Withdrawals can get stuck, bets don’t go through, promos don’t credit, or something just doesn’t look right in your account. When that happens, you’re relying on support to actually fix the problem.
So instead of guessing which apps are the most helpful, we decided to test them. We reached out to customer support at 10 of the best betting apps using the exact same question to see how they would respond. Some made it easy and actually explained what was going on. Others were not quite as helpful.
The Method for Testing Customer Support
To keep things fair, we ran the same test across every sportsbook and followed a consistent process from start to finish.
• Used live chat support when available
• Looked at how easy it was to actually find the support option in the app
• Noted whether a chatbot was used and how helpful it was
• Asked the exact same question at each sportsbook
• Measured response time
• Evaluated the quality of the answer
The question we asked every sportsbook:
“My app says it can’t verify my location. How do I fix that?”
From there, we graded each app based on a few key factors that matter when you need help.
Our Scoring System
To compare each sportsbook fairly, we graded every interaction on a simple 1–10 scale across the categories below.
We are only looking at the in-app customer support available. For example, a sportsbook may have a phone number to call that you can look up, but if it isn't an option in the app, it won't be included in our results.
Overview of the Results
Breaking Down Individual Results
As we look a bit deeper into the results for each betting app, we have reordered the list accordingly. Here is a breakdown of the customer support, ranked from best to worst.
1. Bet365
Methods Offered: Live Chat, Email, Call, FAQs
Overall Score: 8.7/10
What Stood Out: The chat immediately connects you to a real person, without making you jump through hoops to get live help. I was amazed by the email response time: it took only about 5 minutes to receive a very helpful, friendly response that offered steps toward a solution.
Bet365
21+ (18+ in KY). New customers only. Offer available in AZ/CO/IN/IA/ KY/LA/MO/NC/OH/VA. Different offer(s) available in IL/NJ/PA. $10 first deposit required within 30 days. Offer must be claimed via mobile app. Minimum wager of $10 required to claim the $365 Bonus Bets. Must contain at least one selection at odds of -500 or greater. Loss refunded as bonus bets up to $1,000 with Safety Net Offer. Bonus issued as non withdrawable bonus bets that expire in 7 days. Bonus Bets wager excluded from returns. See full T&C at Bet365. #ad
2. BetMGM
Methods Offered: Call, Chatbot, Live Chat, Email, FAQs
Overall Score: 8.2/10
What Stood Out: I gave BetMGM's chatbot the highest score because it connected me to a live person without having to ask, and with no extra steps. The live agent was very friendly and timely. I asked my question through live chat and email, but didn't hear back on the email on the same day. Maybe it didn't come because the chat resolved my issue, but I expected an answer on both.
BetMGM
21+. New users only. Offer available in AZ/CO/IL/IN/IA/KS/LA/MD/MA/MI/NJ/OH/PA/TN/VA/WV/WY. Different offer available in NC. Offer not available in NV/NY/PR.
Qualifying deposit (min $10) and first real money wager required. If qualifying bet settles as a loss, user is refunded 100% in non-withdrawable bonus bets up to $1,500. Rewards are non-withdrawable bonus bets that expire in 7 days.
See full T&C at BetMGM.
21+. Bet Responsibly. Gambling problem? Call 1-800-GAMBLER. NY: Call (877-8-HOPENY) or text HOPENY (467369). 21+.
3. theScore Bet
Methods Offered: Live Chat, Email, FAQs
Overall Score: 8.0/10
What Stood Out: I liked that there is a 'contact us' button on the login screen, and the email address was displayed without having to search too much. That makes it rank first for 'easiest to find' among these apps. Agents are available 24/7 for live chat; you just have to ask the AI bot for one. While lacking options, the ones they have are very friendly and knowledgeable, offering an array of potential fixes for my problem.
theScore Bet
4. Hard Rock Bet
Methods Offered: Chatbot, Email, FAQs
Overall Score: 7.7/10
What Stood Out: The chatbot acts a bit differently, because instead of connecting you to an agent upon request, it will notify you when the question you sent has been answered. In that sense, it essentially acts the same as the email option. Both have good response times, but the answers & friendliness were just about average.
Hard Rock Bet
21+. New customers only. Offer available in AZ, CO, IL, IN, MI, NJ, OH, TN, or VA. Eligibility restrictions apply.
Sign up for Hard Rock Bet Sportsbook and receive ten 100% Profit Boost tokens, each valid on a cash wager up to $50. Profit Boosts apply to winnings only and must be manually applied in the bet slip. Boosts can be used on any available market, excluding boosted bets and round robins. Early Cash Out voids eligibility. Profit Boosts expire 7 days after issuance. Winnings paid as cash.
See full T&C at Hard Rock Bet.
5. Caesars Sportsbook
Methods Offered: Call, Email, Live Chat, Chatbot, FAQs
Overall Score: 7.5/10
What Stood Out: To start a live chat, you have to provide a bunch of info like your Caesars rewards number and email. It's a more general chat, because it takes you to Caesars.com rather than support just for the sportsbook. However, the experience of calling was good, with quick and friendly service. The number was easy to find compared to the others as well.
Caesars Sportsbook
21+ only. New customers only. Must use Promo Code BADYW.
AZ/CO/IL/IN/IA/KS/KY/LA/ME/MA/MD/MI/ MO/NJ/NY/NC/OH/PA/TN/VA/WV/WY/DC only.
Deposit required (min $1). Must place first real money Qualifying Wager (min $1) within 30 days. Receive ten 100% Profit Boosts to use on any market. Maximum wager for each profit boost is $25. Maximum additional winnings for each rewarded profit boost is $2,500. Profit Boosts expire 14 days after receipt.
See full T&C at Caesars.
6. FanDuel Sportsbook
Methods Offered: Chatbot, Live Chat, FAQs
Overall Score: 7.2/10
What Stood Out: Besides being limited in methods, I found it annoying that the chatbot makes you answer a handful of questions before connecting you to a representative. Response times from the representative were slow. However, I got a helpful follow-up email very quickly after ending the live chat, with suggestions on how to resolve my issue. It was the most helpful overall.
FanDuel Sportsbook
21+ (18+ D.C., KY, WY). New customers only. Offer available in AZ/CO/CT/IA/IL/IN/KS/KY/LA/MD/MA /MI/MONC/NJ/NY/OH/PA/TN/VA/VT/WV/WY/DC (for KS, in affiliation with Kansas Star Casino).
Minimum $5 first deposit required. Must apply select token on a losing bet each day. Max refund of $300 per No-Sweat Token. Refund will be credited within 72 hours of bet settlement. Bonus bets are nonwithdrawable and expire 7 days after receipt. Tokens are received in increments of 1 per day. Restrictions apply.
See full T&C at FanDuel.
7. DraftKings Sportsbook
Methods Offered: Chatbot, Call Back, Voicemail, Mail
Overall Score: 6.0/10
What Stood Out: They won't answer a customer service call, but will call you back if you leave a voicemail or request a call back (using the chatbot). While not as great as someone answering your call, it is still helpful and saves you time by not being on hold. However, the chatbot is quite annoying, makes you answer a bunch of questions, and really only directs you to existing articles.
DraftKings Sportsbook
Bet $5+, Get $200 in Bonus Bets Instantly + 100% NCAA Tournament Winner Profit Boost
21+ and present in most states (18+ in DC/KY/NH/WY). Void in NH/OR/ONT/PR. Eligibility restrictions apply. On behalf of Boot Hill Casino (KS). Pass-thru of per wager tax may apply in IL. 1 per new customer. Min. $5 first-time bet req. Max. $200 issued as non-withdrawable Bonus Bets that expire in 7 days (168 hours). Stake removed from payout. Plus, upon qualifying bet placement, get 1 100% Profit Boost Token, valid only for a NCAA Tournament Winner bet. Max. Bet: $10. Profit Boost Tokens are single-use and expire on 4/6/26 at 11:59 PM ET. Must select Token BEFORE placing bet. Boost only applies to winnings. Ends 4/6/26 11:59 PM ET.
Full T&C apply, visit DraftKings Sportsbook for more details.
8. Fanatics Sportsbook
Methods Offered: Chatbot, FAQs
Overall Score: 5.2/10
What Stood Out: With no other real options available, I would have expected the chatbot to be better and redirect me to a person. Even though I kept requesting, it wouldn't let me talk to someone. The FAQ section is thorough, at least, and the one highlight was a search bar in the help center that is great at locating pre-existing answers for the question you are looking for. I expected much better from one of the top sportsbooks, which seems to excel at everything else.
Fanatics Sportsbook
21+. New customers in AZ/CO/CT/IN/IA/KS/KY/LA/MA/MD/ MI/MO/NJ/OH/PA/VT/VA/WV/WY/DC only. Different offer available in other Fanatics Sportsbook states.
Must opt-in to offer of your choosing.
Bet $5, Get $200 Offer: Minimum $5 first wager with odds of -500 within 7 days of opening account is required. Promotion bonus will be credited to your account after qualifying wager is accepted. First online real money wager only (minimum $5). Bonuses issued as non-withdrawable FanCash that expire in 7 days.
10 x $100 Bet Matches Offer: Apply promotion in bet slip and place a $1+ cash wager (min odds -200) daily for 10 consecutive days starting day of account creation. FanCash rewards will equal the qualifying wager amount (max $100 FanCash/day). FanCash issued under this promotion expires at 11:59 p.m. ET 7 days from issuance.
See full T&C at Fanatics.
9. BetRivers
Methods Offered: Chatbot, Live Chat, Call, FAQs
Overall Score: 5.0/10
What Stood Out: This app by far had the worst chatbot. It was very reluctant to connect me to a real person, and kept sending verification codes to my phone in order to do so. Also, the help center takes you off-app into a browser, which I didn't care for. When I called the phone number (somewhat hidden at the bottom of the browser page), the automation offered to call back instead of answering, and it took a few hours to receive that call back. Overall, it was one of the worst of these customer support experiences.
BetRivers
21+. New customers only. Offer amount varies by state.
Up to $500 bonus in IL/IN/MD/LA/MI/PA/VA.
Up to $250 bonus in CO/NJ
Up to $100 bonus in AZ/IA/NY/OH/WV
Must make a qualifying deposit of $10+ with promo code SPORTS. Must make qualifying cash wager with odds of -200 or greater. If the first qualifying wager settles as a loss, receive a non-withdrawable Bonus Bet equal to your stake, up to a maximum of $500.
See full T&C at BetRivers.
10. Bally Bet
Methods Offered: Live Chat, Email, FAQs
Overall Score: 4.0/10
What Stood Out: The email option was a bit hidden, as they would clearly rather you use the suggested articles or chatbot. Speaking of which, the chatbot was the least helpful, as when I messaged it my question, it just didn't say anything. It didn't say it was connecting me with anyone, suggest an article, or anything. I get left on seen enough in my life, I don't need a chatbot to do the same.
Bally Bet Sportsbook
21+. 1 per new customer. Offer available in AZ/CO/IN/IA/MD/MA/NJ/NY/OH/TN/VA. Eligibility restrictions apply.
Min. $10 deposit. Min. $10 qualifying wager with minimum odds of -250. Bonus bet tokens issued within 48 hours of settlement of qualifying wager. $50 bonus issued as two non-withdrawable $25 Bonus Bets. Bonus Bets expire 7 days (168 hours) after issuance. Bonus Bet stakes removed from payout.
See full T&C at Bally Bet.
The Final Verdict
Customer support might not be the first thing bettors look at when choosing an app, but it becomes the most important when something goes wrong. Based on our testing, there is a pretty clear gap between the top sportsbooks and the rest of the field.
Apps like Bet365 and BetMGM stood out by making it easy to reach a real person and providing helpful, clear answers without wasting time. Those apps didn't lean too heavily on chatbots, and actually felt like they cared about helping me. One thing they had in common was following up after the case was closed, with an emailed summary and an option to give feedback on the support.
One surprising outcome was that the three biggest sportsbooks in the US, FanDuel, DraftKings, and Fanatics Sportsbooks, all had major flaws and ranked in the bottom half of our list. With all the resources those companies have, you would think it would translate to superior customer support. Instead, it feels like an afterthought. Since those brands are always expanding and innovating, it sort of makes sense that something simple would be put on the back burner.
One of the biggest takeaways is that how quickly you can reach a real person matters just as much as the answer itself. The best apps didn’t just respond fast; they made the process simple from the start. Meanwhile, the worst experiences came from apps that added extra steps, hid support options, or relied too much on automated responses.
At the end of the day, most betting apps will eventually help you. The difference is how easy they make it. And when your money is on the line, that difference matters more than any bonus or odds boost.
Customer Support Test FAQs
Based on our testing, Bet365 and BetMGM offered the best overall customer support experiences. Both made it easy to reach a real person and provided clear, helpful responses without unnecessary steps.
No, not all sportsbooks offer true live chat with a real person. Some rely heavily on chatbots, while others offer email or call-back options instead. Availability can vary depending on the app.
Customer support is extremely important, even if it is often overlooked. Issues like withdrawals, bet errors, or account verification problems happen regularly, and having quick, helpful support can make a big difference.
Look for apps that:
- Offer multiple contact methods
- Make support easy to find in the app
- Connect you to a real person quickly
- Provide clear, useful answers
These factors tend to lead to the best overall experience.
Using the same question allowed for a fair comparison across all apps. It ensured that differences in responses came from the quality of support, not from the complexity of the question.
