$33,998 Recovered for Players in the First Three Months of Our Complaint Resolution System

• 46 complaints submitted
• 20 resolved successfully
• 7 couldn’t be resolved due to player T&C breaches
• 19 were against casinos that we don’t recommend
• A$33,998 recovered for players

Here are just a few examples of players who reported an issue with a more serious amount (with names blurred for privacy):

• Li Fle***** (Li*****y69) waited over two weeks for his KYC to be approved, with no return emails from the casino. After we stepped in and gathered the needed evidence by working together with the player, the casino finally processed his documents, and he was able to request a A$1,200 withdrawal.
• Ja Rob***** (Ja_The_R) was wrongly accused of bonus abuse and blocked from cashing out. Through gameplay screenshots and carefully analysing the terms and conditions, along with the casino not being able to provide sufficient evidence of bonus abuse, we secured his A$600 withdrawal after 4 days of back-and-forth.
• Lu Tho*** (Luc***naut) deposited A$2,500, and after a bit of playing, he wanted to withdraw A$2,656. Following this, he went into a lengthy operator investigation into a possible money laundering case. After reviewing his gameplay history and rollover (he rolled his deposit 3 times, which is a standard AML procedure), we managed to prove that his account is clean, after which the casino released his withdrawal.
• Ma Har*** (Mas***hem) had A$4,500 stuck for 19 days despite completing KYC verification. By contacting the casino directly, presenting proof of completed checks, and applying pressure with case evidence, we managed to get his funds released within four days of our involvement.
• Ol Bro*** (Oli***Bear) had been waiting on A$3,221 with no responses from support. After we escalated the issue with documented deposit and withdrawal requests, the casino finally processed the payment and confirmed the release of her funds.
• Ch You*** (Cha***ants) faced a frozen withdrawal of A$6,350, with no clear explanation from the casino. After gathering his full transaction history and challenging the freeze directly, the operator was unable to justify holding the money, and the funds were released in full.

Note: For privacy reasons, we are not yet publicly stating the full names of the players who submitted the complaints and the online casinos these complaints are against. In the near future, we will have a forum-like page where players will be able to post a complaint, which will add additional pressure to the operators to play fair, as everything will be publicly documented.

We know not every case can be solved. If a player breaks a casino’s terms, or if the casino is one we don’t recommend at all, there’s little we can do.

With that being said, every single case is reviewed carefully, and where players are being treated unfairly, we will step in and try to help.

This is just the beginning. Our next step is to build a public case database where everyone will be able to see resolved and unresolved complaints. That way, players will know exactly which casinos are treating their customers fairly, and which ones aren’t.

This will put huge pressure on operators as our system reaches more players, and their hands will be forced to solve complaints as fast as possible. This is part of a bigger strategic move aimed at putting pressure on Australian online casinos to treat players fairly.

We’re proud to say that in just three months, we’ve already put nearly A$34,000 back into players’ pockets.

You can check our complaints resolution page, where we have made a step-by-step guide to reporting an issue with us, along with the necessary details you need to send to help us assist you as best as we can.

On top of that, we can only help with legit Australian online casinos that we’ve tested ourselves. If you submit a complaint against a site not listed on our website, we will be of little help for the time being. Once we launch our public case database, players will be able to submit complaints against all online casinos in Australia – whether verified by our team or not.