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.