Report a Casino Issue or Complaint
Playing online casinos should be fun. But if you encounter problems while you’re playing, it can be frustrating. And the whole thing can end up detracting from your overall playing experience.
The good news is that our team is here to help. AusCasinos provides guidance and support for Australian players. Whether it’s difficulties with making a withdrawal at an online casino, or you’re not getting the support you need from customer service - our team can support you.
If you can’t find the answers to your questions on our website, you can also submit a support request - so we can investigate your issue directly with the casino.
What to Do Before Reporting an Issue or Complaint
Before submitting a support request we recommend taking the following steps to help resolve your problem first.
- Contact Casino Support: First, contact the casino’s customer service team. In our experience, most online casinos (especially the ones we recommend that are licensed and have good reputations) can resolve most issues directly.
- Read our Guidelines: Check out our Complaint Guidelines before submitting your request. You'll find useful tips to help you submit your complaint, and information about the types of issues we can help you with.
- Check Our FAQ: Take a look at our FAQ section for common solutions to most problems we hear about from players.
Just Remember
We’re not a casino or an official mediator, so we don’t have access to your account information to see exactly what’s going on. However, we can contact the casino on your behalf to request an investigation.
Common Problems We See
In our experience, some of the most typical problems we see from players include:
Withdrawing winnings
Sometimes, players experience issues withdrawing money due to technical issues or rules. You may also find that your money hasn’t arrived in your account or you’re experiencing issues depositing cash.
Log in issues
You’re having trouble logging into your account or your account has been closed.
Bonus issues
You haven’t received your bonus or you’re experiencing issues activating your bonus (whether it’s a welcome bonus, free spins bonus, no deposit bonus or other type of bonus).
Technical issues
Players often complain about experiencing technical issues or bugs that hinder their gaming experience, such as game lag or freezing.
Reporting an Issue/Complaint
If you’re having trouble with an Australian online casino listed on our site, please report the issue using the below form. When submitting your request, include your name (your player pseudonym - not your real name) and your email.
Please make sure you describe your issue in as much detail as possible. Be specific about the type of issue you're having, whether it's withdrawing your money, not getting your bonus, or problems with gameplay.
Make sure to include the name of the casino you're playing. We’ll then ask the casino to investigate. While we can’t guarantee the casino will cooperate, we’ll do our best to get a response and help resolve your issue.
By submitting this request, you confirm that you consent to AusCasinos contacting the casino on your behalf and forwarding your email to the casino. You also confirm that you’ve read and accepted our Terms and Conditions and agree that your personal data will be used in the ways described.
What Happens After Reporting a Problem
After you submit a request, a team member will accept or reject your request. We’ll then contact the casino for you and request an investigation. We’ll keep you updated via email.
Make sure to also check your Junk inbox so you don’t miss our messages. If you hear from the casino direct, please let us know so we can update the issue.
AusCasinos - Helping Aussie Casino Players
Since launching our site, our team has received numerous reports from players about casinos. We’ve contacted those casinos on their behalf to resolve any issues, often helping to recover players' winnings to get our readers cash back in their pockets.
Problems reported by Aussie players - around 400
Issues we’ve investigated with casinos - 92
Number of responses from casinos - 52
Resolved cases confirmed - 44
Winnings recovered for players - approximately $12,000
Best Casinos for Prompt Service Responses
We’ve reached out to many casinos over the years, and consistently get good responses from the following - who seem to genuinely care about the satisfaction of their players.
Testimonials from Our Readers
We've helped plenty of Aussie players over the years! Here are what our readers have to say about their experience.
Nico99: "Thank you for the help with the casino, I received my money!"
KindEyes21: "Thanks for the assistance, the casino support wasn’t helpful at all so it was great to get some third party assistance to get my issues sorted."
LadyLuck19: "After reporting my issue with AusCasinos I ended up getting the rest of my money back - thanks for your help."
Jenny N.: "Finally resolved, thank you for your guidance and support!"
TiaTia: "The casino contacted me and returned my winnings this morning after I reported the issue with you guys - thanks for your support!"
Greggo_G: "Thanks for the help in withdrawing my winnings. I’d tried unsuccessfully for around two weeks and didn’t get any response from customer service until you helped out. Much appreciated."
Tala: "I was having serious technical glitches playing at a site that I loved and have managed to get it working - thanks!”
Reporting Issues and Complaints FAQ
To submit a complaint, please use our complaint submission form (link). Make sure to provide your full name, contact details, the name of the casino, your casino username, and a detailed description of the issue. Providing as much info as possible ensures we understand the problem and can help resolve your complaint quickly.
AusCasinos handles complaints about major issues, such as payment delays or non-payment, account suspensions, verification problems, unfair game practices, and disputes regarding bonuses or promotions. We don’t help with minor service complaints, such as dissatisfaction with customer service.
Our team aims to review your complaint within 48 hours of submission. While most complaints are resolved within two weeks, the exact timeframe can vary depending on how complex your issue is. And how responsive the casino is. We’ll keep you updated throughout the process.
Yes, your information will be kept confidential. Your privacy is a top priority for us. We’ll only share your info with necessary parties involved in resolving your complaint. We don’t disclose your details to third parties without your consent.
Before you report any issues or complaints, we recommend trying to resolve the issue directly with the casino’s customer support. Most casinos want to help players resolve issues quickly and efficiently.
If your complaint is rejected, we’ll let you know why and provide guidance on alternative steps. We do reject complaints if players don’t provide enough evidence or if they don’t fall within our scope. For example, they’re made about a casino not listed on our site or they concern legal or regulatory issues.
If you are unsatisfied with the resolution provided, you may request further review by our team. We will reassess the case to ensure all aspects have been considered. If no satisfactory resolution is found, we may recommend other avenues for escalation, including external mediation services or regulatory bodies.
Daniel helps you to find the best online casinos to play, with his well-researched, unbiased and accurate casino reviews. He uses strict criteria to only recommend the most trusted and reliable sites for you.
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