Complaints & Dispute Resolution

Step 1 — Contact us

Email support@playwestbets.co with your account name, the date of the issue and what you'd like resolved. We acknowledge complaints within 2 business days.

Step 2 — Internal review

If our first response doesn't resolve the matter, ask for it to be escalated to a senior complaints officer. We aim to provide a final written response, with reasons, within 14 days.

Step 3 — External resolution

If you are not satisfied with our final response, or if we have not provided a final response within 45 days, you may refer the matter free of charge to the appropriate body below.

Wagering and account complaints

You may contact the regulator at any time, at no cost, without waiting, if you believe we have breached the law or our licence conditions.

Gaming and Wagering Commission of Western Australia
The independent statutory authority that regulates wagering in Western Australia, supported by the Department of Local Government, Sport and Cultural Industries (Racing, Gaming and Liquor).
Web: dlgsc.wa.gov.au/racing-gaming-and-liquor
Please use the contact details published on the Commission’s website.

Racing and sport integrity complaints

Sport Integrity Australia
Phone: 13 000 27232 (13 000 ASADA)
Web: sportintegrity.gov.au
Or the relevant racing controlling body (Racing Australia, Greyhounds Australasia, Harness Racing Australia).

Advertising standards

Ad Standards (formerly ASB)
Phone: (02) 6173 1500
Web: adstandards.com.au

Privacy complaints

Office of the Australian Information Commissioner (OAIC)
Phone: 1300 363 992
Web: oaic.gov.au

General consumer complaints

Australian Competition and Consumer Commission (ACCC)
Phone: 1300 302 502
Web: accc.gov.au

Funds held during a dispute

Your undisputed withdrawable balance remains available to you while a complaint is being investigated. We will not close or restrict your account solely because you have made a complaint.