During our assessment, we started chats at various hours during both day and night. The initial automated greeting was displayed consistently in under two seconds, followed by a handover to a human agent. We observed that the wait management system gives accurate wait time predictions rather than optimistic figures designed to keep users waiting indefinitely. This transparency helps players make informed decisions about whether to wait or switch to an alternative contact method. The agents we encountered were well-versed in UK-specific payment methods and regulatory questions, including questions about Faster Payments processing times and PayPal integration.