How to file a complaint against a casino that violates the principles of responsibility
Introduction
Even licensed operators can violate the principles of responsible play: ignore requests for limits, do not block accounts for self-exclusion, or unscrupulously apply bonus conditions. If you encounter this behavior, it is important to know how to properly file a complaint in order to achieve a response from regulators and protect your rights.
1. Establish facts and preserve evidence
1. Record all requests: copies of letters, technical support chats, screenshots of site sections and notifications.
2. Collect transaction history: account statements with dates, bet amounts and transactions.
3. Describe the violation: clearly state which principles of responsible play were violated (for example, refusal to set a limit or block, intrusive advertising, incorrect calculation of winnings).
2. Step 1 - Call Operator
1. Please contact [compliance @ operator. com](mailto: compliance@operator. com) or through the "Responsible Gambling" form on the site.
2. Specify the details: your login, description of the problem, attached screenshots and statements.
3. Please respond within 14 days. The legally recommended response period for operators is two weeks.
3. Step 2 - Contact State/Territory Licensing Authority
Depending on the jurisdiction, the operator is licensed by one of the local regulators:
Actions:
4. Step 3 - Complaint to ACMA and eSafety Commission
If the operator offers gambling through online resources, you can complain to:
The submission form is available on the websites of regulators; please find attached your screenshots and copies of correspondence with the operator.
5. Step 4 - Appeal to the Independent Ombudsman (IGI)
Some operators are members of the Independent Gambling Authority (IGA) or similar industry bodies:
Even licensed operators can violate the principles of responsible play: ignore requests for limits, do not block accounts for self-exclusion, or unscrupulously apply bonus conditions. If you encounter this behavior, it is important to know how to properly file a complaint in order to achieve a response from regulators and protect your rights.
1. Establish facts and preserve evidence
1. Record all requests: copies of letters, technical support chats, screenshots of site sections and notifications.
2. Collect transaction history: account statements with dates, bet amounts and transactions.
3. Describe the violation: clearly state which principles of responsible play were violated (for example, refusal to set a limit or block, intrusive advertising, incorrect calculation of winnings).
2. Step 1 - Call Operator
1. Please contact [compliance @ operator. com](mailto: compliance@operator. com) or through the "Responsible Gambling" form on the site.
2. Specify the details: your login, description of the problem, attached screenshots and statements.
3. Please respond within 14 days. The legally recommended response period for operators is two weeks.
3. Step 2 - Contact State/Territory Licensing Authority
Depending on the jurisdiction, the operator is licensed by one of the local regulators:
| State/Territory | Regulator | Site |
|---|---|---|
| New South Wales (NSW) | Liquor & Gaming NSW | liquorandgaming. nsw\.gov. au |
| Виктория | Victorian Gambling and Casino Control Commission (VGCCC) | vgccc. vic. gov. au |
| Queensland | Office of Liquor and Gaming Regulation (OLGR) | olgr. qld. gov. au |
| South Australia | Consumer and Business Services (CBS) | cbs. sa. gov. au |
| Western Australia | Gaming and Wagering Commission | gaming. wa. gov. au |
| Tasmania | Department of Treasury and Finance | treasury. tas. gov. au |
| Northern Territory | Northern Territory Racing Commission | nt. gov. au/leisure/gaming |
| Australian Capital Territory | ACT Gambling and Racing Commission | gaming. act. gov. au |
Actions:
- File an online complaint or email with a description and attachments.
- Specify the case number, date and register in the system.
- The expected review period is up to 28 days.
4. Step 3 - Complaint to ACMA and eSafety Commission
If the operator offers gambling through online resources, you can complain to:
- Australian Communications and Media Authority (ACMA): Breaches of advertising regulations and gambling promotion.
- eSafety Commission: aggressively targeting minors or vulnerable groups.
The submission form is available on the websites of regulators; please find attached your screenshots and copies of correspondence with the operator.
5. Step 4 - Appeal to the Independent Ombudsman (IGI)
Some operators are members of the Independent Gambling Authority (IGA) or similar industry bodies:
- 1. Check the operator's website for information on ombudsman membership. 2. File a complaint on IGA by attaching:
- Detailed description of the problem.
- A copy of the operator's response (if any).
- Your contact details for feedback.
- 3. The Ombudsman will conduct an independent investigation and make a recommendation to the operator.
6. Step 5 - Alternative Resolution Paths
Small Claims Court (small claims courts): if you have suffered financial losses due to operator actions.
ACCC (Australian Competition and Consumer Commission): In consumer infringement and misleading advertising.
7. What should be in the complaint
Headline: "Complaint - Responsible Gambling Breach"
Introduction: briefly - who you are and which operator you complain about.
The essence of the problem: clear facts, dates, violated clauses of the code (RG Code).
Applications: screenshots, extracts, copies of letters.
Claim: compensation, review of controversial rates, official statement from the regulator.
Contact: e-mail, phone.
8. Deadlines and expectations
Response from the operator: up to 14 days.
State regulator review: Up to 28 days.
ACMA/eSafety: Up to 60 days, depending on difficulty.
Ombudsman: up to 45 days to make a decision.
9. Tips for an effective complaint
1. Be accurate and objective: emotions will not help - give facts.
2. Follow the formats: use official forms and samples.
3. Record all correspondence: keep copies of letters and confirmation of sending.
4. Watch the status: when delaying deadlines, make polite reminders.
5. Ask for help: in case of difficulties - to free consultants Gambler's Help (1800 858 858).
Conclusion
Filing a well-executed complaint is a key tool for protecting your rights if the casino ignores the norms of responsible play. A clear collection of evidence, appeal to the operator, state regulators, ACMA and the Ombudsman will ensure a comprehensive review of the situation and increase the chances of a fair decision.
