If something goes wrong, contact our live chat first, most issues are resolved within minutes. If you need a formal complaint logged, email info@cassoola.com with 'COMPLAINT' in the subject and include your username, the date and a clear description.
Stage 1, our support team responds within 48 hours. Stage 2, unresolved complaints escalate to the Casoola compliance team for a written response within 14 days. Stage 3, if you remain unsatisfied, you can escalate to the Curaçao eGaming licensing authority or an independent alternative dispute resolution (ADR) provider.
Complaints related to responsible-gambling concerns are prioritised. Free, confidential support is available 24/7 via Gambling Help Online on 1800 858 858.