How to file a complaint against a licensed casino in Australia
1. When to file a complaint
A complaint against a licensed casino is filed if the operator has violated the terms of the license or your rights as a player, for example:
2. The first step is to contact casino support
Before filing a formal complaint, you must try to resolve the problem directly:
3. The second step is to prepare evidence
It is important for the regulator to get the full data package:
4. Complaint to ACMA (Australian Communications and Media Authority)
Go to the official Australian Communications and Media Authority website.
Complete the online complaint form with the type of violation and casino details.
Attach all evidence electronically.
Confirm that you previously tried to resolve the issue directly with the casino.
Save the form submission confirmation.
The ACMA only handles complaints about casinos subject to Australian jurisdiction or providing services to players in Australia in violation of the law.
5. If the casino is foreign, but licensed
Determine the regulator (Curacao, MGA, UKGC, etc.).
Go to its official website and file a complaint via form or email.
Describe the problem and attach evidence in a similar pattern.
In some jurisdictions, filing is available through ADR (Alternative Dispute Resolution) - an independent intermediary.
6. Review Timeline and Outcome
The ACMA or overseas regulator usually responds within 14 to 30 days.
When a violation is confirmed, the operator is ordered to eliminate the problem, up to the forced payment of funds or suspension of the license.
The player receives an official response with the result of consideration.
7. Tips to improve the chances of a positive decision
Write a complaint clearly, without emotional assessments.
Make sure to attach all materials in a readable form.
Do not file the same complaints with several organs at the same time - this can delay the process.
Conclusion:
A complaint against a licensed casino is filed if the operator has violated the terms of the license or your rights as a player, for example:
- refused to pay winnings without legal grounds;
- changed rules or bonus terms retroactively;
- blocked the account without a transparent explanation;
- did not provide access to bid and transaction history;
- violated the rules of responsible play or data protection.
2. The first step is to contact casino support
Before filing a formal complaint, you must try to resolve the problem directly:
- Contact us via chat, email or phone.
- Describe the situation in as much detail as possible: dates, amounts, transactions, games.
- Please find attached screenshots confirming your position.
- Request a written response and deadline (usually up to 72 hours).
3. The second step is to prepare evidence
It is important for the regulator to get the full data package:
- your game account number;
- copies of letters or correspondence with support;
- screenshots of the lobby, betting history, transactions;
- bank statements or confirmations of crypto payments;
- copies of the bonus or share terms if the dispute concerns them.
4. Complaint to ACMA (Australian Communications and Media Authority)
Go to the official Australian Communications and Media Authority website.
Complete the online complaint form with the type of violation and casino details.
Attach all evidence electronically.
Confirm that you previously tried to resolve the issue directly with the casino.
Save the form submission confirmation.
The ACMA only handles complaints about casinos subject to Australian jurisdiction or providing services to players in Australia in violation of the law.
5. If the casino is foreign, but licensed
Determine the regulator (Curacao, MGA, UKGC, etc.).
Go to its official website and file a complaint via form or email.
Describe the problem and attach evidence in a similar pattern.
In some jurisdictions, filing is available through ADR (Alternative Dispute Resolution) - an independent intermediary.
6. Review Timeline and Outcome
The ACMA or overseas regulator usually responds within 14 to 30 days.
When a violation is confirmed, the operator is ordered to eliminate the problem, up to the forced payment of funds or suspension of the license.
The player receives an official response with the result of consideration.
7. Tips to improve the chances of a positive decision
Write a complaint clearly, without emotional assessments.
Make sure to attach all materials in a readable form.
Do not file the same complaints with several organs at the same time - this can delay the process.
Conclusion:
- Filing a complaint against a licensed casino in Australia is a formalized procedure that requires preparation of evidence and proper selection of a regulator. Following steps - from reaching out in support to filing with the ACMA or an international body - significantly improves the chances of protecting your rights.
