Complaints and Dispute Resolution Procedure

Should you wish to make any complaint regarding our services, you can contact us via email at hey@casumo.com or Live chat. We will acknowledge all complaints within 24 hours of receipt.

Complaints are handled in our support department and are escalated in the organisation of Recro Limited and/or Casumo in cases where the support personnel do not solve the case immediately.

In the first instance, we will try to resolve the complaint to the satisfaction of both parties as soon as reasonably possible and no later than eight weeks from receiving your complaint. Should this not be possible we will contact you to explain why and provide a date by which you can expect a full response.

If you are not satisfied with the resolution of your complaint/claim and/or your complaint is not resolved to your satisfaction within eight weeks of receiving the complaint, you may report your complaint to the alternative dispute resolution organisation eCOGRA. eCOGRA is a third-party organisation which offers independent adjudication in relation to betting and gaming disputes. You may file your complaint by clicking on this link and filling out the dispute form.

Alternatively, you may direct your complaint to the European Commission’s Online Dispute Resolution (ODR) Platform, which will then forward it on to the relevant Alternative Dispute Resolution (“ADR”) entity.

The nominated ADR entity will act as an impartial adjudicator on disputes that arise between us and you only when:

you have made every reasonable effort possible to resolve the dispute before speaking to them – in practice this means that you should go through our own internal customer complaint process (set out above in this Section) before referring the matter to ADR; and
a deadlock regarding the resolution exists.