First, raise it with us

Email support with DISPUTE in the subject. Tell us your username, what happened and when, and what outcome you are after. Where a bet is involved, the receipt number saves a round of correspondence.

Our process

1. Acknowledged within one business day.
2. Reviewed by somebody who had no part in the original decision.
3. Any further information requested once, rather than piecemeal.
4. A written answer with reasons, normally inside ten business days.
5. Where we were wrong we correct it, including when the error favoured us and you had not spotted it.

Then, the regulator

If our answer does not resolve it, the Northern Territory Racing Commission can review the matter. The Commission licenses us under sports bookmaker licence NT-RWC-SB-2017-0412 and its determinations bind us. Bringing a matter to it costs nothing and requires no legal representation.

Other routes

• Personal information. The Office of the Australian Information Commissioner can review privacy complaints once we have had our opportunity to respond.
• South Australia. Gambling operations affecting you are additionally governed by the South Australian Gambling Codes of Practice.
• Consumer rights. Nothing in this process limits what the Australian Consumer Law gives you.

Our records

Each dispute is logged with its date, substance, outcome and the time it took. That data goes to our regulator as required, and we read the log quarterly looking for the cause rather than counting the cases.