If you want to lodge a complaint about a Victorian bookmaker, you must follow these steps:
Step 1. Contact the Victorian bookmaker
Before you make a complaint, you must make every reasonable effort to resolve the complaint directly with the bookmaker. Contact the bookmaker as soon as the dispute happens. Explain the issue and the outcome you want to achieve.
The bookmaker will likely ask you for proof of identity and information that supports your complaint.
All licensed operators have systems in place to review, record, manage and investigate complaints. In many cases, a phone call or email can fix the problem.
Ensure you check the bookmaker's terms and conditions linked to your account or transaction, including the dispute resolution process.
Step 2. Refer to the Complaints Handling matrix to determine the type of complaint you want to make AND who to lodge your complaint with
Complaints are handled by different regulators and statutory bodies depending on the type of complaint. Please refer to the Complaints Handling matrix to determine the type of complaint you want to make, and who to lodge your complaint with.
This may include the Victorian Gambling and Casino Control Commission (VGCCC), the Victorian Bookmakers Association (VBA), Ad Standards, the Australian Communications and Media Authority, AUSTRAC, the ATO, or the interstate regulator where the bookmaker is licensed.
Refer to the complaints handling matrix here to determine who to lodge your complaint with.
Step 3. Check to ensure your complaint can be handled by Racing Victoria
The complaints that Racing Victoria can consider in relation to Victorian licensed bookmakers includes:
General Betting disputes;
Terms and Conditions;
Account closure or suspension; and
Improper or unlawful operations of a bookmaker.
A summary of complaints and disputes handled by Racing Victoria can be found here.
Step 4. Lodging a complaint with Racing Victoria
If your dispute still hasn’t been resolved, you may lodge a dispute with Racing Victoria by emailing b.admin@racingvictoria.net.au.
You will need to include all relevant information in relation to the dispute, including a description of the issue, any relevant screen shots, and your betting account number.
You must provide as much of the following information as possible:
The name of the bookmaker;
Your betting account name or number;
Details of the bet or event in dispute;
A summary of the complaint and the outcome you are seeking;
What contact you have had with the bookmaker to try and resolve the dispute;
Copies of betting slips, where applicable;
Screen shots of any Live Chat conversations; and
Any other information or correspondence that supports your complaint.
Step 5. What happens after you submit a complaint?
Racing Victoria will correspond with both parties and set out the information we require and the due date for this information to be provided.
Step 6. Assessing the complaint
Racing Victoria may request additional information from both parties to the complaint, including, but not limited to:
Circumstances of event;
Betting slips;
Pricing and betting logs;
Activity statements; and
Copies of emails, Live Chat transcripts, or other correspondence.
Step 7. Determining the resolution of the dispute
Racing Victoria’s Authorised Officer will determine the outcome of the dispute based on the evidence provided.
Depending on the circumstances these options can include:
Taking no further action;
Offering mediation to resolve the issue;
Referring the matter to the Racing Victoria Wagering Committee to make a decision;
Recommending action be taken in accordance with the Club Bookmakers' Licence Rules; or
Referring the matter to another regulatory body which, in the opinion of the Authorised Officer, is the more appropriate body to deal with the complaint.
Responsible Gambling
If you or someone you know has a gambling problem, you can get help through Gambling Help Online.
You can also sign up to BetStop – the National Self-Exclusion RegisterTM to exclude yourself from all online betting services.