1. What’s happening?
The Vegas Infinite customer support platform will be powered by Intercom from 30 September, 2025.
2. Why are we making this change?
Providing great support is a crucial part of the gaming experience, so we’re always looking at ways to improve how we do it.
Intercom is an industry leader in providing AI first customer support technology. We’ve partnered with them so that that our customer support team can answer your questions and get you back up and running faster, and with fewer steps.
3. How do I contact customer support?
You can find our Support Center at https://help.vegasinfinite.com/
Here, you’ll be able to raise a ticket with our customer support team, browse our help articles, find tried and tested answers to frequently asked questions, and use our new AI-assisted chat feature to get the information you need right away.
4. What is Intercom?
Intercom is an industry leading AI-first customer support platform provider. Its technologies help customer support teams like ours provide the best possible service to our players.
5. Why do you want to use AI for customer support?
Our research found that many of the questions our customers have can be answered using the tips, alerts and help articles we publish on our Support Center.
By using AI, we can get you the right answers to those simpler questions instantly. So, you can get back in the game.
This also means our human customer support team can focus on more complex issues that can take a little extra time and need one-on-one attention, speeding up the whole process for everyone.
You can contact our human customer support team at any point.
6. Will I still be able to speak to a human?
Absolutely. Our customer support team won’t change. You can raise a ticket and speak to a human about any issue, any time.
7. How will this affect my existing customer support tickets?
Don’t worry. This change will not affect your existing customer support tickets.
If you have an open customer support ticket, it will remain open and we’ll be back in touch with a fix as soon as possible using the email address you originally provided.
And your history of customer support tickets will still be available to us, so we can still help with any ongoing issues.
8. If I have an open customer support ticket, do I need to resubmit it?
No. You won’t have to lift a finger. Your ticket will be transferred automatically and we’ll be back in touch as normal using the email address you originally provided.
9. How do I check on the status of my Intercom tickets?
To check back on your tickets, just go back to help.vegasinfinite.com. Open the support hub by clicking the Vegas Infinite logo in the bottom right corner of your screen. Then choose tickets.
10. Will I still be able to use email to contact you?
You can still raise a ticket any time and we’ll get back to you over email. To do this:
Go to help.vegasinfinite.com. Open the support hub by clicking the chat logo in the bottom right corner.
Choose ‘Home’ > Create Ticket > and choose the issue you’re experiencing, like ‘poker’.
Be sure to double check your email address and username, so that we can get back to you right away.
Enter the details of your issue and choose ‘Create Ticket’. We’ll be in touch with you using the email address you provided.
11. Will I always be speaking to an AI?
No. You always have the choice.
You can use our AI-assisted chat feature to get the answers you need. If you use this, you’ll be speaking to an AI.
If you can’t find the answers you need, or would prefer not to use the chat feature, you can raise a ticket at any point in the process.
Raising a ticket will put you in direct contact with our customer support team.
12. What happens to my personal data?
Your trust is always our priority. We take great care to ensure all use of AI complies with strict privacy standards in line with data protection regulations and laws. Your data will remain safe throughout the change to Intercom and into the future.
13. Will my personal data be used to train the AI?
No. Your personal data will not be used to train the AI or any of its underlying technologies.
Nevertheless, although it is safe to do so, we always encourage users not to volunteer any potentially sensitive information – like personal or financial information – into the chat feature.
This is good practice that should be adopted across any platform, not just our own. Just to be extra safe.
14. Is Intercom secure?
Intercom is an industry leader in providing customer support platform technologies and is trusted by more than 25,000 businesses. It upholds the highest standards for safety and security. You can read more about its security and compliance approach and accreditations here: https://trust.intercom.com/