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 8 weeks (UKGC LCCP requirement). Stage 3 — if unresolved, escalate to an UKGC-approved ADR provider such as IBAS (ibas-uk.com) or eCOGRA.
Responsible-gambling complaints are prioritised. Free, confidential support 24/7: GamCare 0808 8020 133 or BeGambleAware.