Complaints about operators - where to go in NSW
In New South Wales (NSW), gambling players and customers have the right to complain about operators' actions or omissions if terms of service, gambling laws or consumer rights are breached. The procedure for contacting depends on the type of operator, the nature of the violation and the applicable law.
1. Major regulators accepting complaints
Liquor & Gaming NSW
Addresses complaints about land-based casinos, slot machines in pubs and clubs, and betting shops.
Verifies operators' compliance with license terms, responsible gaming regulations, and advertising requirements.
NSW Independent Casino Commission (NICC)
Specializes in the control of licensed casinos (for example, The Star Sydney).
Handles complaints related to violations in casino management, gaming integrity and AML/CTF compliance.
Australian Communications and Media Authority (ACMA)
Accepts complaints about illegal online casinos and prohibited types of online betting.
May block sites that violate Interactive Gambling Act 2001.
Australian Competition and Consumer Commission (ACCC)
Addresses complaints of misleading advertising, unfair commercial practices and consumer infringement.
Fair Trading NSW
Processes complaints related to general violations of the terms of service and consumer protection.
2. Complaint procedure
1. Contacting the operator is the first stage; it is necessary to send a written statement describing the situation and evidence (check, screenshots, correspondence).
2. Record Response - Operator to provide written response or resolution.
3. Submission of the complaint to the regulator - if the issue is not resolved. The choice of organ depends on the type of impairment.
4. Consideration - the regulator conducts an inspection, requests additional materials, can interview witnesses.
5. Decision and measures - fines to the operator, revocation of the license, compensation to the player or rejection of the complaint in the absence of violations.
3. Types of complaints
Incorrect payments or delayed withdrawals.
Violation of the terms of bonus programs.
Denied refunds for erroneous transactions.
Failure to comply with the rules of responsible play.
Suspected fraud or game manipulation.
4. Evidence that improves the chances of success
Screenshots of correspondence with the operator.
Bank statements or transaction confirmations.
Photo or video materials that record a violation.
Saved terms of the promotion or rules at the time of the game.
Conclusion:
1. Major regulators accepting complaints
Liquor & Gaming NSW
Addresses complaints about land-based casinos, slot machines in pubs and clubs, and betting shops.
Verifies operators' compliance with license terms, responsible gaming regulations, and advertising requirements.
NSW Independent Casino Commission (NICC)
Specializes in the control of licensed casinos (for example, The Star Sydney).
Handles complaints related to violations in casino management, gaming integrity and AML/CTF compliance.
Australian Communications and Media Authority (ACMA)
Accepts complaints about illegal online casinos and prohibited types of online betting.
May block sites that violate Interactive Gambling Act 2001.
Australian Competition and Consumer Commission (ACCC)
Addresses complaints of misleading advertising, unfair commercial practices and consumer infringement.
Fair Trading NSW
Processes complaints related to general violations of the terms of service and consumer protection.
2. Complaint procedure
1. Contacting the operator is the first stage; it is necessary to send a written statement describing the situation and evidence (check, screenshots, correspondence).
2. Record Response - Operator to provide written response or resolution.
3. Submission of the complaint to the regulator - if the issue is not resolved. The choice of organ depends on the type of impairment.
4. Consideration - the regulator conducts an inspection, requests additional materials, can interview witnesses.
5. Decision and measures - fines to the operator, revocation of the license, compensation to the player or rejection of the complaint in the absence of violations.
3. Types of complaints
Incorrect payments or delayed withdrawals.
Violation of the terms of bonus programs.
Denied refunds for erroneous transactions.
Failure to comply with the rules of responsible play.
Suspected fraud or game manipulation.
4. Evidence that improves the chances of success
Screenshots of correspondence with the operator.
Bank statements or transaction confirmations.
Photo or video materials that record a violation.
Saved terms of the promotion or rules at the time of the game.
Conclusion:
- There are several public bodies in NSW where complaints can be directed against gambling operators. The success of the consideration of the appeal largely depends on the correctness of the submission, the availability of evidence and the choice of the right regulator. It is important for players to record all violations and act within the established procedures.
