How to complain about a casino violating its self-exclusion policy
Introduction
If you have self-excluded and the casino continues to accept bets or send marketing, this is a direct violation of their licensing obligations and BetStop terms. It is important to act quickly and according to the scheme to achieve blocking and protection of their rights.
1. Evidence gathering
1. Screenshots of the interface: an attempt to log into an account after starting SD and an error message should be absent or incorrect.
2. Correspondence with support: save chat logs or e-mail, where you activated SD and the operator confirmed the blocking.
3. Promotional messages: e-mail, SMS or push notifications - save the date, time and content.
4. Betting statements: if the casino still accepted bets, record the time and amounts in the game diary or statement.
2. Contacting the operator
1. Contact RG: chat or [support @ casino. com](mailto: support@casino. com) (approximate address) with the theme "Complaint: Breach of Self-Exclusion."
2. Request content:
3. Complaint via BetStop
1. BetStop Personal Account: Log in to betstop. gov. au.
2. Report a Breach section, select Submit Complaint.
3. Complaint form: upload evidence (screenshots, correspondence), specify the details of the violation and the name of the operator.
4. Processing: ACMA and BetStop will relay information to the operator for immediate investigation; you will be notified of the progress of the case.
4. Complaint to state regulator or ACMA
1. ACMA (online operators):
If you have self-excluded and the casino continues to accept bets or send marketing, this is a direct violation of their licensing obligations and BetStop terms. It is important to act quickly and according to the scheme to achieve blocking and protection of their rights.
1. Evidence gathering
1. Screenshots of the interface: an attempt to log into an account after starting SD and an error message should be absent or incorrect.
2. Correspondence with support: save chat logs or e-mail, where you activated SD and the operator confirmed the blocking.
3. Promotional messages: e-mail, SMS or push notifications - save the date, time and content.
4. Betting statements: if the casino still accepted bets, record the time and amounts in the game diary or statement.
2. Contacting the operator
1. Contact RG: chat or [support @ casino. com](mailto: support@casino. com) (approximate address) with the theme "Complaint: Breach of Self-Exclusion."
2. Request content:
- Specify the SD start date and the exclusion date.
- Attach screenshots and correspondence.
- Demand confirmation of cessation of activity and compensation for improperly accepted rates.
- 3. Response time: the operator must respond within 5-7 working days.
3. Complaint via BetStop
1. BetStop Personal Account: Log in to betstop. gov. au.
2. Report a Breach section, select Submit Complaint.
3. Complaint form: upload evidence (screenshots, correspondence), specify the details of the violation and the name of the operator.
4. Processing: ACMA and BetStop will relay information to the operator for immediate investigation; you will be notified of the progress of the case.
4. Complaint to state regulator or ACMA
1. ACMA (online operators):
- Fill out the Internet Gambling Compliance form on the acma website. gov. au.
- Attach BetStop complaint and evidence. 2. Staff commissions (ground and online, if required):
- VIC: VGCCC — online form на vgccc. vic. gov. au.
- NSW: Liquor & Gaming — complaint portal.
- QLD: OLGR - e-complaint to olgr site. qld. gov. au.
- 3. Review period: up to 28 days, after which the regulator will notify you of the results and measures against the operator.
- Complaint to Australian Competition and Consumer Commission alleging unfair practices. 2. Small Claims Court:
- If the operator has not returned illegally accepted rates, up to AUD 20,000 can be recovered without a lawyer. 3. Legal aid:
- Contact Legal Aid or a private lawyer to prepare a claim for breach of contract and damages.
5. Legal actions and compensations
1. Consumer Law (ACL):
6. Additional protection measures
Technical barriers: Install Gamban/BetBlocker and DNS filters.
Blocking promotions: Create a rule in the email client or report spam to the regulator.
Continuous monitoring: keep a log of violations and update the evidence base every time you try to bypass SD.
Conclusion
A complaint against a casino for violating its self-exclusion policy requires a clear collection of evidence, an official appeal to the operator, filing applications with BetStop and relevant regulators, and, if refused, legal measures through ACL and Small Claims Court. Consistent implementation of all steps ensures the protection of your rights and the cessation of illegal activity on the part of the casino.
