Hi BJF,
1. We aim to reply to all emails within 15 minutes; Live Chat is of course instant. Our Player Support Centre is open 24/7, so it should not take any longer at weekends, unless the staff are inundated with queries at any one time.
2. Personally, I think players should not have to wait longer than an hour for a reply. If a query requires further investigation, the player should be notified that they may have to wait a bit longer for full resolution, not left hanging.
3. Replies to all our promotional emails are sent directly to the Player Support Centre, so they are dealt with in exactly the same timescale as all other emails.
Thanks for starting a very interesting thread!
Kate