COMPLAINTS & ARBITRATION

We encourage players to first exhaust our internal complaint procedure and we aim to handle any issues you have in a fair and open way.

Complaints, queries, and difficulties are to be directed to our Customer Support Department on the following email: complaints@cascade.casino all complaints should be raised in a respectful manner, we will not accept abusive or threatening language towards our team and your account could be closed as a result.

The Customer Support Department will do its best to provide the customer with a reply or solution within 48 hours from the customer’s query or complaint. In any case, however, the outcome of the complaint will be communicated within 10 business days from receipt of the complaint. In exceptional circumstances wherein we feel that adequate resolution of the complaint requires further investigation, we may extend the timeframe by a further 10 business days. We shall inform you about this delay within the first 10 business days of receipt of the complaint. In that case, we will also inform you about the process, and possibly also put forward the necessary requests as deemed necessary.

However, if any complaint is not resolved to your satisfaction, you have the right to refer such complaint free of charge to an alternative dispute resolution (‘ADR’) entity, specifically disputes@egis-adr.com.