Live chat — fastest route to a human
Live chat is the quickest way to resolve account questions, bonus claims, payment delays or game disputes. Open it from the help icon on any logged-in screen and a real agent picks up the conversation in seconds — no chatbot routing.
Agents are based across the UK business hours and rotate to keep the service truly 24/7. They can apply bonuses, raise withdrawal limits, escalate KYC documents and trigger same-day cashouts where eligible.
Email, post and complaints
Email info@cassoola.com for anything that needs documents, screenshots or a formal record. Always send from the address registered to your account so we can identify you safely. Allow up to twelve hours for the first reply.
Formal complaints: include the word "complaint" in the subject and we'll route to a senior agent. We respond in writing within 14 days. If you're not satisfied, you can escalate to the Curaçao eGaming Authority — full details are on our complaints page.
Responsible gambling help
If you'd like to talk to someone outside Cassoola, GamCare is free and confidential on 0808 8020 133, around the clock. They can connect you with local services if you'd like ongoing support.