If an online casino is holding up your money, repeatedly asking for the same documents, or has voided a bonus you believe you earned, you are not out of options. We help Australian players raise complaints with the casinos we review, and where we can’t, we point you to the routes that genuinely exist. The service is free, and it never affects your account.
How dispute resolution works
When you send us a case about a casino we review, it moves through four steps:
- You file the details. You tell us the casino, what happened and when, and send the evidence listed below.
- We check it against the terms. We read your case against that casino’s own terms and bonus rules, so we can see where you stand before anyone is contacted. This is also where we catch the cases a casino would reject on sight.
- We contact the casino. We raise your case with our contact at the brand – not the general support queue – and set out what you are owed and why.
- We follow it to the end. We stay on the case until it is resolved or the casino stops cooperating, and we keep you updated throughout.
What we can help with
- Payments – delayed withdrawals, payouts that arrive short, or deposits that never credited.
- Verification (KYC) – being asked for the same documents again and again, or an account frozen mid-withdrawal for checks.
- Bonuses – welcome offers, free spins and wagering disputes where you believe the terms were met or applied unfairly.
- Conduct – support that has gone silent, or a decision that contradicts the casino’s published terms.
What to send us
The stronger your evidence, the faster your case moves. Please include:
- The casino name and the date the problem started.
- Screenshots of the relevant chat or email exchanges with the casino’s support.
- A plain description of what you expected versus what actually happened (for example, “withdrawal of A$850 requested on 1 November, still pending, no reason given”).
- Proof you contacted the casino first – we can only escalate a case the casino has already had a chance to resolve.
You can send all of this through our contact page.
Where we can’t help
To be straight with you, there are cases we cannot take:
- Casinos not on our reviewed list, including any we have blacklisted.
- Disputes where you have breached the casino’s terms – for example, multiple accounts, or wagering a bonus on excluded games.
- Problems that are personal, device or network related rather than caused by the casino.
- Cases with no evidence at all – we need something to work from.
How to escalate beyond us
If your casino is not one we cover, or you want to go further, these are the real options for Australian players:
- The casino’s licensing authority. Every legitimate casino shows its licence (often Curaçao, and occasionally Malta or the Isle of Man) in its site footer, usually with a complaint link or seal. The licensing body is the casino’s actual regulator and the proper place for an unresolved dispute.
- An independent ADR service. Some casinos are signed up to an alternative dispute resolution body such as eCOGRA, which mediates player complaints for free. Check the casino’s footer for a seal.
- The ACMA. You can report an operator to the Australian Communications and Media Authority if you believe it is offering prohibited online gambling to Australians. The ACMA enforces the Interactive Gambling Act 2001 and can investigate, warn and move to block illegal offshore services – but it does not recover funds or settle individual disputes. Reporting protects other players rather than returning your balance.
- Your bank or card provider. If a deposit was taken in error or you suspect fraud, your bank’s chargeback process may apply. This is separate from any gambling dispute and has its own time limits.
For the wider legal picture – what is and isn’t permitted for Australian players – see our gambling laws guide. If gambling itself has stopped feeling fun, our responsible gambling page lists free, confidential support, including Gambling Help Online on 1800 858 858.