How a player can complain about an online casino
In Queensland, how online casino complaints are handled depends on whether the operator has an Australian licence. Complaints against foreign unlicensed platforms are not formally regulated by OLGR, however, a player can take a number of steps to protect their interests.
1. Determination of operator status
Check for a licence through the Queensland Office of Liquor and Gaming Regulation (OLGR) or the licence register on the Australian Communications and Media Authority (ACMA) website.
Licensed operators are subject to Australian law and are required to consider player appeals.
2. How to file a complaint against a licensed casino
1. Contact the casino support service - describe the problem, attach screenshots, transaction and correspondence history.
2. File a formal complaint with the operator - specify dates, amounts, transaction numbers and the required decision.
3. If the answer is not satisfied, contact OLGR through the official portal, attaching:
3. Complaints about unlicensed offshore online casinos
OLGR and ACMA do not have the authority to compel a foreign operator to return the funds.
A player can:
4. When the complaint will be considered
The casino is licensed in Australia or cooperates with a regulator that recognizes Australian jurisdiction.
The player can confirm his identity and the fact of the game.
The problem is related to non-payment of winnings, refusal to withdraw funds, incorrect accrual of bonuses or violation of license conditions.
5. Documents and evidence
Copy of identity card;
History of deposits and withdrawals;
Screenshots of gameplay and balance;
E-mails with support.
6. Final conclusion
In Queensland, complaints about licensed online casinos are dealt with by OLGR when there is evidence and an attempt to settle the dispute directly with the operator. In the case of playing on an offshore platform, the protection of the player's rights is limited, and the only effective measures are contacting payment services and international arbitrations.
1. Determination of operator status
Check for a licence through the Queensland Office of Liquor and Gaming Regulation (OLGR) or the licence register on the Australian Communications and Media Authority (ACMA) website.
Licensed operators are subject to Australian law and are required to consider player appeals.
2. How to file a complaint against a licensed casino
1. Contact the casino support service - describe the problem, attach screenshots, transaction and correspondence history.
2. File a formal complaint with the operator - specify dates, amounts, transaction numbers and the required decision.
3. If the answer is not satisfied, contact OLGR through the official portal, attaching:
- copies of identity documents;
- evidence of play and transactions;
- correspondence with the operator.
3. Complaints about unlicensed offshore online casinos
OLGR and ACMA do not have the authority to compel a foreign operator to return the funds.
A player can:
- report the violation to ACMA to add the site to the blocking list;
- submit a claim to the payment system or bank with a request for a refund (chargeback);
- leave feedback in specialized international arbitrations for online gambling (for example, eCOGRA, AskGamblers Complaints Service), if the casino is accredited there.
4. When the complaint will be considered
The casino is licensed in Australia or cooperates with a regulator that recognizes Australian jurisdiction.
The player can confirm his identity and the fact of the game.
The problem is related to non-payment of winnings, refusal to withdraw funds, incorrect accrual of bonuses or violation of license conditions.
5. Documents and evidence
Copy of identity card;
History of deposits and withdrawals;
Screenshots of gameplay and balance;
E-mails with support.
6. Final conclusion
In Queensland, complaints about licensed online casinos are dealt with by OLGR when there is evidence and an attempt to settle the dispute directly with the operator. In the case of playing on an offshore platform, the protection of the player's rights is limited, and the only effective measures are contacting payment services and international arbitrations.
