Contact live chat first — most issues are resolved within minutes. For a formal complaint, email info@cassoola.com with 'COMPLAINT' in the subject and include your username, date and a clear description.
Stage 1 — support replies within 48 hours. Stage 2 — unresolved complaints go to compliance for a written response within 14 days. Stage 3 — if you remain unsatisfied, you can escalate to the Curaçao licensing authority or an independent ADR provider.
Responsible-gambling complaints are prioritised. Free, confidential support 24/7: 0800 654 655.