How to file a complaint against a casino for ignoring a problem game
Introduction
When the casino does not respond to the signs of your problem game - no pauses, ignoring requests for limits, intrusive marketing mailing - this is a violation of the principles of responsible play and licensing requirements. A properly filed complaint gives you a chance to get compensation, change practice and protect other players.
1. Collection and systematization of evidence
1. Interaction history
Screenshots of requests for limits or self-exclusion and their absence in responses.
Correspondence with technical support: chats, e-mail, ticket numbers.
2. Account statements
Detailed reports on replenishment, bets and losses with dates and amounts.
3. Marketing messages
Screenshots of e-mail, push notifications or SMS advertising promotions that you asked not to include.
Store everything in a folder and number the files for easy reference in the complaint.
2. Step 1 - Formal Call to Operator
1. Contact compliance
Find your e-mail or Responsible Gambling form on the casino website.
2. Structure of the letter
Headline: "Complaint - Responsible Gaming Breach."
Introduction: an indication of your login and a brief essence of the claim.
Facts: dates, operator actions, links to evidence.
Requirement: unlock limits, return funds, confirm changes in practice.
3. Feedback Due Date
Clarify: answer within 14 days. After it expires, proceed to the next step.
3. Step 2 - Complaint to State/Territory Licensing Authority
1. Regulator selection
VIC: VGCCC; NSW: Liquor & Gaming; QLD: OLGR, etc.
2. Filing a complaint online
Fill out the form: operator data, description of violations, attach files.
3. Case number
Save the case number and terms of consideration (usually up to 28 days).
4. Step 3 - contacting ACMA (for online operators)
1. Violation of advertising standards
If the casino sends marketing after a self-exclusion request or ignores your limits.
2. Complaint form
On the acma website. gov. au in the "Internet Gambling Compliance" section.
3. Result
The ACMA may initiate an investigation and issue an order to the operator.
5. Step 4 - Ombudsman and alternative dispute resolution
1. Independent Gambling Authority (IGA)
If the operator is a member, file a complaint through their portal.
2. ADR Ombudsman
Other industry ADR schemes: free mediation without trial.
3. Recommendations
The Ombudsman will make a recommendation to the operator; although not formally required, it is often observed.
6. Step 5 - Small Claims Court and Class Actions
1. Small claims
Debts up to ~ 10,000 AUD; prepare a statement of claim to the local Magistrates" Court.
2. Class action lawsuit
If there are many victims, unite through class action: contact experienced lawyers (for example, Maurice Blackburn).
3. Advantages
You can recover lost amounts and compensation for moral damage.
Conclusion
Consistent passage of all stages - from writing to the operator to going to court - maximizes the chances of satisfying the complaint and improving responsible play practices in the industry. Collect evidence from day one, fix deadlines and do not be afraid to seek protection of your rights.
When the casino does not respond to the signs of your problem game - no pauses, ignoring requests for limits, intrusive marketing mailing - this is a violation of the principles of responsible play and licensing requirements. A properly filed complaint gives you a chance to get compensation, change practice and protect other players.
1. Collection and systematization of evidence
1. Interaction history
Screenshots of requests for limits or self-exclusion and their absence in responses.
Correspondence with technical support: chats, e-mail, ticket numbers.
2. Account statements
Detailed reports on replenishment, bets and losses with dates and amounts.
3. Marketing messages
Screenshots of e-mail, push notifications or SMS advertising promotions that you asked not to include.
Store everything in a folder and number the files for easy reference in the complaint.
2. Step 1 - Formal Call to Operator
1. Contact compliance
Find your e-mail or Responsible Gambling form on the casino website.
2. Structure of the letter
Headline: "Complaint - Responsible Gaming Breach."
Introduction: an indication of your login and a brief essence of the claim.
Facts: dates, operator actions, links to evidence.
Requirement: unlock limits, return funds, confirm changes in practice.
3. Feedback Due Date
Clarify: answer within 14 days. After it expires, proceed to the next step.
3. Step 2 - Complaint to State/Territory Licensing Authority
1. Regulator selection
VIC: VGCCC; NSW: Liquor & Gaming; QLD: OLGR, etc.
2. Filing a complaint online
Fill out the form: operator data, description of violations, attach files.
3. Case number
Save the case number and terms of consideration (usually up to 28 days).
4. Step 3 - contacting ACMA (for online operators)
1. Violation of advertising standards
If the casino sends marketing after a self-exclusion request or ignores your limits.
2. Complaint form
On the acma website. gov. au in the "Internet Gambling Compliance" section.
3. Result
The ACMA may initiate an investigation and issue an order to the operator.
5. Step 4 - Ombudsman and alternative dispute resolution
1. Independent Gambling Authority (IGA)
If the operator is a member, file a complaint through their portal.
2. ADR Ombudsman
Other industry ADR schemes: free mediation without trial.
3. Recommendations
The Ombudsman will make a recommendation to the operator; although not formally required, it is often observed.
6. Step 5 - Small Claims Court and Class Actions
1. Small claims
Debts up to ~ 10,000 AUD; prepare a statement of claim to the local Magistrates" Court.
2. Class action lawsuit
If there are many victims, unite through class action: contact experienced lawyers (for example, Maurice Blackburn).
3. Advantages
You can recover lost amounts and compensation for moral damage.
Conclusion
Consistent passage of all stages - from writing to the operator to going to court - maximizes the chances of satisfying the complaint and improving responsible play practices in the industry. Collect evidence from day one, fix deadlines and do not be afraid to seek protection of your rights.
