I Tested the Customer Support on 10 Betting Apps: Here’s What Happened
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, I decided to test them. I 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, I 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 I asked every sportsbook:
My app says it can’t verify my location. How do I fix that?
From there, I graded each app based on a few key factors that matter when you need help.
My Scoring System
To compare each sportsbook fairly, I graded every interaction on a simple 1–10 scale across the categories below.
I'm 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 my results.
Overview of the Results
Breaking Down Individual Results
As we look a bit more closely at the results for each betting app, I 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
Customer Service Score: 8.7/10
🔥 Instantly connected me to a real person through live chat
🔥 Extremely fast and helpful email response time
👎 Could offer a slightly cleaner support layout in-app
My Thoughts: Bet365 offered the best overall customer support experience in my testing. The biggest difference was how quickly it got me to a real person without forcing me through endless chatbot prompts. On top of that, the email response arrived in just a few minutes and included clear, friendly troubleshooting steps.
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/MI/NJ/PA/TN. $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. With the Safety Net offer, loss is refunded as bonus bets up to $1,000. 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
Customer Service Score: 8.2/10
🔥 Best chatbot experience overall
🔥 Friendly and fast live chat support
👎 Never received a follow-up email response
My Thoughts: BetMGM made the process feel very smooth from start to finish. The chatbot automatically connected me to a live agent without extra steps, which almost no other sportsbook did. Once connected, the support rep was quick, knowledgeable, and easy to deal with.
BetMGM
21+. New users only. Offer available in AZ/CO/DC/IL/IN/IA/KA/LA/MA/MD/MI/ MO/NC/NJ/OH/PA/TN/VA/WV/WY. 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 or 1-800-MY-RESET. NY: Call (877-8-HOPENY) or text HOPENY (467369).
3. theScore Bet
Methods Offered: Live Chat, Email, FAQs
Customer Service Score: 8.0/10
🔥 Easiest support section to find in the app
🔥 Very friendly and knowledgeable agents
👎 Fewer support methods than most sportsbooks
My Thoughts: theScore Bet was surprisingly impressive despite offering fewer contact options. I liked how easy it was to find support directly from the login screen, and that the live agents offered detailed troubleshooting guidance rather than generic responses.
theScore Bet
4. Hard Rock Bet
Methods Offered: Chatbot, Email, FAQs
Customer Service Score: 7.7/10
🔥 Good response times
🔥 Simple support setup without too much clutter
👎 Chatbot system feels more like delayed email support
My Thoughts: Hard Rock Bet took a different approach than most apps, using the chatbot more like a message system than a traditional live chat. The responses came fairly quickly, but the interaction didn’t feel quite as direct or personal as the top sportsbooks in this test.
Hard Rock Bet
21+. New customers only. AZ, CO, IL, IN, MI, NJ, OH, TN, VA only. Eligibility restrictions apply.
Sign up for Hard Rock Bet Sportsbook, deposit, and place a first cash bet of $5+. If it wins, get $150 in Bonus Bets (6 x $25). First bet only. Min odds -500. Bonus Bets issued on settlement, expire in 7 days. Valid on eligible markets only. No boosts or round robins. Stake not returned. Early Cash Out voids eligibility. Excluded patrons are prohibited from participating in Promotions. To be eligible all personal and contact data associated to your account must be verifiable.
Concerned about gambling? In FL, call 1-833-PLAYWISE. In IN, if you or someone you know has a gambling problem and wants help, call 1-800-9-WITH-IT. In AZ, OH, & VA, call 1-800-MY-RESET. GAMBLING PROBLEM? CALL 1-800-GAMBLER (CO, IL, MI, NJ, TN)
See full T&C at Hard Rock Bet.
5. Caesars Sportsbook
Methods Offered: Call, Email, Live Chat, Chatbot, FAQs
Customer Service Score: 7.5/10
🔥 Easy-to-find phone support
🔥 Friendly experience when calling support
👎 Live chat requires too much information upfront
My Thoughts: Caesars had one of the better phone support experiences overall, especially compared to apps that push users heavily toward bots. That said, the live chat process felt more complicated than it needed to be and required several extra steps before getting help.
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
Customer Service Score: 7.2/10
🔥 Very helpful follow-up email after the chat ended
👎 Limited support methods available
👎 Chatbot makes you answer too many questions first
My Thoughts: FanDuel’s actual support quality was solid once I finally reached a person, but getting there was more frustrating than it should have been. The chatbot slowed things down quite a bit, and response times from the live representative were slower than expected.
FanDuel Sportsbook
21+ (18+ D.C., KY, WY). New customers only. Offer available in AZ/AR/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).
First online real money wager only. Min $5 wager required for 7 consecutive days. $5 first deposit required. Bonus issued as nonwithdrawable bonus bets which expire 7 days after receipt. Restrictions apply.
See full T&C at FanDuel.
7. DraftKings Sportsbook
Methods Offered: Chatbot, Call Back, Voicemail, Mail
Customer Service Score: 6.0/10
🔥 Call-back system avoids waiting on hold
👎 Chatbot experience feels overly automated
👎 Support mainly redirects to existing articles
My Thoughts: DraftKings had one of the stranger support setups in this test. Instead of traditional phone support, the app pushes users toward requesting a call back or leaving a voicemail. While the callback system has some convenience, the overall support experience felt too dependent on automation.
DraftKings Sportsbook
Bet $5+, Get $100 in Bonus Bets Instantly
21+ and present AR/AZ/CO/CT/DC/IA/IL/IN/KS/KY/LA (select parishes)/MA/MD/ME/MI/MO/NC/NJ/NY/OH/PA/TN/VA/VT/WY/WV. (18+ DC/KY/NH/PR/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 DraftKings customer. $5+ first-time bet req. Max. $100 issued as non-withdrawable Bonus Bets that expire in 7 days (168 hours). Stake removed from payout.
Terms: sportsbook.draftkings.com/promos. Ends 5/31/26 at 11:59 PM ET.
8. Fanatics Sportsbook
Methods Offered: Chatbot, FAQs
Customer Service Score: 5.2/10
🔥 Strong FAQ section and search function
👎 No live support options
👎 Chatbot would not connect to a live person
My Thoughts: Fanatics Sportsbook was probably the most disappointing result, considering how polished the rest of the app usually feels. The help center itself is organized well, but the lack of access to a real support agent made the experience much more frustrating than expected.
Fanatics Sportsbook
21+. New customers in AZ/CO/CT/IL/IN/IA/KS/KY/LA/MA/MD/ MI/MO/NC/NJ/OH/PA/TN/VT/VA/WV/WY/DC only. Different offers available in other Fanatics Sportsbook states.
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
Customer Service Score: 5.0/10
🔥 Offers several support methods
👎 Worst chatbot experience overall
👎 Phone support response took hours
My Thoughts: BetRivers had plenty of support options on paper, but the actual experience was rough. The chatbot constantly created extra hurdles before connecting to a real person, and even the callback system took far longer than expected.
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
Customer Service Score: 4.0/10
🔥 Live chat and email are available
👎 Chatbot was almost completely unhelpful
👎 Support options feel hidden compared to other apps
My Thoughts: Bally Bet finished last in this test largely because the support experience felt unfinished. The chatbot barely responded at all, and the app seemed to push users toward articles instead of real assistance. Overall, it was the least helpful support interaction of the group.
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.
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 my 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 my 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.
I encourage you to try out the top-ranked apps from this test, so you can be sure that if any issues come up during your sports betting endeavors, you will be taken good care of.
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.
