AusCasinos Complaint Handling Guidelines
At AusCasinos, we’re here to ensure a fair, transparent, and enjoyable online gaming experience for all our readers. Our complaint-handling process provides a clear pathway to help you resolve any disputes you may encounter with online casinos featured on our site.
Our team is here to help you find a solution to your online casino problems - acting as a neutral mediator between you and the casino.
Our Complaint Handling Principles
We’ve set out some clear principles for how we handle complaints:
- Impartiality: We approach every complaint with fairness and neutrality. We're here to help mediate a solution that respects your rights and obligations.
- Confidentiality: Your privacy is important to us. We handle all information you share during the complaint process with strict confidentiality. We won’t share any of your details with third parties without your consent.
- Transparency: Our complaint handling process is fully transparent. We’ll keep you updated about the status of your complaint at every stage. You’ll also get detailed explanations about complaint outcomes.
- Timeliness: We aim to resolve complaints as quickly as possible. Most are reviewed within 48 hours, and our goal is to resolve them within two weeks. However, more complex issues can take longer.
- Effectiveness: Our goal is to resolve your complaint effectively. We work closely with online casinos to ensure fair and just outcomes.
General Guidelines for Filing an Issue or Complaint
For the best chance of resolving your casino issue, we ask that you please adhere to the following guidelines when submitting a complaint to us:
- Provide accurate information: Submit all necessary details, including your full name, contact information, casino name, username, and a detailed description of your issue (with evidence, if possible). Accurate and detailed information helps us understand the problem, which means we can help resolve your issue faster.
- Reasonable complaints only: We handle complaints that involve significant issues such as non-payment of winnings, account suspension without a valid reason, or unfair treatment by the casino. We don't typically assist with minor complaints, like being unhappy with the quality of customer service.
- Attempt direct resolution first: Before submitting a complaint, we encourage you to try to resolve the issue with the casino’s customer support team. Many problems can be resolved faster when you approach the casino directly. We’re here to help if those attempts don’t work.
- Time limits: We encourage you to file a complaint as soon as the issue happens. Delays in submitting a complaint can make it harder to resolve.
- No duplicate complaints: Please don’t submit multiple complaints for the same issue. This can cause delays in the resolution process. If you've already filed a complaint, please wait for our team to respond.
Types of Complaints We May Refuse
While we strive to help with every genuine issue, we may refuse certain types of complaints:
- Lack of evidence: We may dismiss complaints with insufficient evidence.
- Bonus abuse claims: If we suspect a player of violating bonus terms (e.g., engaging in fraudulent activities or abusing promotions), we may refuse the complaint if the casino provides substantial proof of violation.
- Complaints against casinos not listed on our site: We can only mediate complaints against online casinos featured and reviewed on AusCasinos.
- Legal matters: Complaints involving legal disputes, criminal activity, or regulatory issues are beyond the scope of our complaint service. It's best to direct these to the appropriate legal or regulatory authorities.
Tips for Reporting an Issue or Complaint
So we can help you with your issue, follow these tips when submitting your complaint:
Be clear and concise: Clearly outline the issue you’re facing. Include relevant dates, amounts, and specific events that led to the complaint.
Keep records: Maintain copies of all correspondence with the casino, including emails, chats, and transaction receipts.
Be patient: While we aim to resolve complaints quickly, some cases may take longer, particularly if they’re complex. We appreciate your patience as we work to find a solution.
Our Commitment to Fair Play
At AusCasinos, every player deserves a fair and secure gaming experience. Our complaint-handling process is free of charge. By working with online casinos, we strive to maintain high standards of fairness and transparency in the online gaming industry.
If you have any questions or need further assistance, please contact our support team at support@auscasinos.org. We’re here to help!
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