Complaints Procedure

Casoola strives to provide an excellent service. If you are dissatisfied for any reason, we take your complaint seriously. Below we describe the steps you can take and how we will handle your complaint.

Step 1: Contact Us

Submit your complaint to our customer support team via the contact page or by email to info@casooola.org. Please describe the issue as fully as possible, including:

• Your username
• Date and time of the incident
• A clear description of the problem
• Any supporting evidence (screenshots, transaction numbers)

Step 2: Investigation

Upon receipt of your complaint, we will acknowledge it within 24 hours. Our team will thoroughly investigate the situation. The average handling time is 3–5 working days, depending on the complexity of the complaint.

Step 3: Response

You will receive a written response with our findings and, where applicable, the action taken or proposed resolution. We aim for a fair and transparent outcome in all cases.

Step 4: Escalation

Not satisfied with the outcome? You may escalate your complaint to our management team by sending an email to info@casooola.org with the subject line "Escalation". Management will review your complaint afresh and respond within 10 working days.

Independent Dispute Resolution

If your complaint has not been resolved to your satisfaction following our internal process, you may refer it to an independent Alternative Dispute Resolution (ADR) provider. As a UKGC-licensed operator, Casoola is required to provide access to an approved ADR scheme. You may also contact the UK Gambling Commission directly at gamblingcommission.gov.uk if you believe our licence conditions have not been met.

Timeline Summary

Related Pages

Please also refer to our Terms & Conditions for further information about your rights and obligations.