Price, cancellation, service limits and complaints

Withdrawal Case Pass is a private online workspace supplied by Casino Help Desk UK. The founding pilot costs £29 in total as a single payment. It is not a subscription, does not renew automatically and has no success fee.

A paid pass lasts for 90 days from activation. It includes a case timeline, evidence index and private file storage, an editable complaint draft, checkpoints, optional reminders and a print-ready export. The free withdrawal diagnostic, operator complaint route and any free ADR route remain available without buying Case Pass.

We organise information that you provide and create editable working materials from it. We do not independently prove the facts of the dispute, decide whether a contract term is lawful, guarantee that a casino will pay, or guarantee that an operator or ADR body will accept your complaint.

Case Pass is information and organisation software. It is not legal advice, financial advice, debt recovery, legal representation or claims management. We do not contact the operator, negotiate, submit a complaint or receive recovered funds for you. You review and send every complaint yourself.

Do not upload passwords, full card or bank details, wallet seed phrases, unredacted identity documents, casino credentials or information about another person. Redact names, addresses, account numbers, document numbers and QR codes before upload.

At checkout you expressly ask us to begin providing Case Pass immediately, before the usual 14-day cancellation period has ended. If you cancel within 14 days, we may deduct an amount proportionate to the service supplied before your cancellation, where consumer law allows. We will tell you the proposed calculation before processing the refund.

To cancel, email [email protected] with the subject “Case Pass cancellation” and your CHD case reference. You may also use the model wording below. We will use the original payment method for any refund unless you expressly agree otherwise.

Your statutory rights are not limited. If the service is faulty, unavailable for an unreasonable period or materially not as described, contact us so we can repair, repeat or otherwise remedy the service, or provide any refund required by law.

Workspace access and its working content expire 90 days after activation. If reminders are enabled and a deliverable email remains available, we aim to send an email seven days before expiry. You are responsible for printing or saving the export before expiry.

At expiry we delete the source snapshot, complaint draft, timeline, deadlines, terms URL and uploaded evidence from the active workspace. A private evidence object also has a storage expiry as a fail-safe. Minimal transaction, audit and one-way identity records may be retained where reasonably required for accounting, fraud prevention, chargebacks, complaints or legal obligations.

You can remove an uploaded file during the 90-day period from the workspace. We do not publish Case Pass files or use them as public player reports.

Saved checkpoints and emails are organisational reminders only. They are not legal limitation dates, regulator deadlines or promises by an operator. You must verify any formal deadline with the operator, regulator, ADR body or an appropriately qualified adviser.

You can turn reminders off in the workspace. Email delivery is not guaranteed. A missing reminder does not extend a complaint, ADR or legal deadline.

You do not need to pay CHD to complain directly to a casino. If the operator has an appointed alternative dispute resolution body and your case is eligible, you can approach that body directly without buying Case Pass. Availability and eligibility depend on the operator, licence and jurisdiction.

Case Pass does not turn an offshore complaint route into UK statutory ADR and does not create UK Gambling Commission protection where none exists.

Email [email protected] with the subject “Case Pass service complaint”, your case reference, what went wrong and the outcome you want. Do not email unredacted ID or payment credentials.

We aim to acknowledge a service complaint within two working days and provide a substantive response within 14 calendar days. If we need more time, we will explain why and give a revised date.

A human completeness review, if offered, is a separate invite-only pilot with its own confirmed price before purchase. It checks whether the case file appears complete. It is not included in the £29 Case Pass, is not legal advice or representation, has no success fee and does not include contacting the operator. You still send the complaint yourself.