Complaints

If you complain about something on this site, we will investigate and reply. If you complain about an operator we linked to, we will help you escalate — but we cannot access accounts, release funds or override an operator's decision. Operators are independent licensed businesses, and the first port of call for account issues is always the operator's own support team.

What we can do, in practice: we can review the public terms the operator relied on, compare them with your account of what happened, and either side with you or explain why we do not. If we side with you, we can make the case to the operator in writing and ask for an answer within a reasonable timeframe.

What we cannot do: force a payout, override a KYC decision or reverse a self-exclusion. Those decisions sit with the operator and its regulator, and that is the right place for them to sit.

To file a complaint, write to the editorial inbox with "Complaint" in the subject line. Include: your Australian state, the operator name if the complaint concerns one, dates and screenshots where you have them, and a short summary of what you want resolved. We confirm receipt within two business days.

The more specific your message is, the better we can help. Please include: screenshots of the relevant pages, the operator's reference number for your ticket, the dates of any transactions in question, and a short timeline of what happened and when.

If you have already filed a complaint with the operator, include their reply as well. We will not write to the operator on your behalf without seeing the operator's current position — walking into a conversation blind rarely helps.

Alternative dispute resolution for licensed gambling is handled by the regulator in the operator's licensing jurisdiction. Depending on the licence, that can be the relevant state body (for AU-licensed operators), the Malta Gaming Authority, the UK Gambling Commission, or an independent adjudicator such as IBAS. We can point you to the right body once we know which operator is involved.

Some operators publish the name of their ADR body directly on their terms page — look for a section titled "Dispute resolution", "Complaints" or "Arbitration". If the operator's terms do not name an ADR body, you can look up the licence number on the regulator's public register — the regulator will either handle the dispute directly or point you to the body that does.

ADR services are typically free to the player. The operator pays a fee to the body for handling the case. That does not mean the body is biased — reputable ADR services maintain independence by design.

If our editorial reply does not resolve things, you can escalate to the editor-in-chief by replying to the same thread with "Escalate" in the subject line. For operator-side complaints, the final step is the regulator in the licensing jurisdiction — and, for Australian players, the Australian Financial Complaints Authority for any related payment issue.

When a complaint is escalated inside our team, it is logged with the original date, the editor who handled it first and the editor it is escalating to. That log is reviewed monthly so we can spot patterns — if a specific operator generates several complaints in a short window, we re-read our review for that operator and consider whether anything material has changed.

Outside the editorial escalation, the final step for a payment-related dispute with an Australian-licensed operator is a complaint to the Australian Financial Complaints Authority. For operators licensed overseas, the licensing regulator is the correct escalation point. Either way, document everything and do not delete any messages while the dispute is live.