Complaints & Disputes

Complaints & Disputes

1. (A).

   Complaints and disputes must be made directly to us in the first instance. If you have a complaint or dispute, you can contact us via Live Chat or at the email address on our Contact page.
2. (B).

   We will endeavour to acknowledge your complaint or dispute within 2 business days and respond within 14 days. In some circumstances we may request additional information from you which will delay our response.
3. (C).

   Information about bet cancellation and refunds are contained in our terms and conditions and betting rules.
4. (D).

   If you are not satisfied with the outcome of your complaint or dispute, you can escalate it to the following bodies (in respect of matters that each body is able to review):
   1. (1).

      For matters relating to wagering operations and licensing: Liquor & Gaming NSW (L&GNSW) – [email protected].
   2. (2).

      For matters relating to contract terms and conditions or consumer rights: NSW Fair Trading.
   3. (3).

      For privacy related matters, refer to our Privacy Policy.
   4. (4).

      For responsible gambling complaints, refer to our Responsible Gambling Policy or Code.
   5. (5).

      For payment complaints or disputes (including charge-backs), you must contact us directly in the first instance. If you are dissatisfied with the outcome of your complaint or dispute, you can contact:
      • (i).

        For card payment complaints (including chargebacks) – Fiserv.
      • (ii).

        For Apple Pay and Google Pay payment complaints – IPSI.
      • (iii).

        For non-card payment complaints (PayID and EFT deposits) – Zepto.
      • (iv).

        For EFTs – your bank or financial institution.