Case Study

Withdrawal Delays and Account Holds

Withdrawal Delays and Account Holds

Problem:

Multiple users cited slow or inconsistent responses from Indibet support — sometimes taking weeks to respond, even after multiple follow‑ups.

Root Causes:

✔ Reliance on standard email with long reply times
 ✔ Limited escalation channels for urgent issues
 ✔ High volume of support tickets during peak events

Solution:

  • Introduce tiered support levels (standard + priority tickets).
  • Add 24/7 live chat agents specifically for withdrawal/security cases.
  • Use automated status updates to inform users when a ticket is received, under review, and resolved.

Outcome:

 Support SLA (Service Level Agreement) improved from response times of 48–72+ hours to <24 hours for urgent issues, leading to higher user satisfaction scores in surveys.