Legal
Complaints &
Dispute Resolution
We want every customer to be treated fairly. If something has gone wrong, we want to know and we will work to put it right. This page explains how to raise a complaint, how long we take to respond, and how to escalate to an independent body if you are not satisfied with our resolution.
How to Make a Complaint
Contact us directly first — the operator
The first step is always to bring your complaint directly to us. Email support@pund123.bet with the subject line “Complaint”. Include your account username, the date of the issue, what happened, and the outcome you are seeking. Attach any screenshots or reference numbers. External escalation is only appropriate after our internal process has been completed.
We acknowledge your complaint
We will acknowledge your complaint in writing within 2 business days and give you a reference number so you can track it.
We investigate and respond
We aim to provide a full written response within 10 business days. If a complaint is complex and needs longer, we will tell you why and give you an expected timeframe.
Internal escalation
If you are not satisfied with the first response, you can ask for the complaint to be reviewed by a senior manager. Reply to our response and request escalation. A senior review is completed within a further 10 business days.
External / independent escalation
If your complaint is still unresolved after our internal process is complete, you may refer it to an independent body (see the “Escalating to an Independent Body” section below). External escalation is only appropriate once you have completed Steps 01–04 above. We will not penalise you for escalating a complaint.
What Counts as a Complaint
A complaint is any expression of dissatisfaction about our products, services, staff or the handling of a previous complaint, where you expect a response or resolution. Examples include disputed bet settlements, withdrawal delays, account restrictions, or how your personal data has been handled.
Information to Include
To help us resolve your complaint quickly, please provide:
- Your account username (never send your password).
- The date and time of the issue.
- A clear description of what happened.
- Any bet IDs, transaction references or screenshots.
- The resolution you are seeking.
Our Timeframes at a Glance
- Acknowledgement: within 2 business days.
- Full response: within 10 business days.
- Senior review (if escalated internally): within a further 10 business days.
If we cannot meet these timeframes, we will contact you to explain why and provide a revised date.
Gambling-Related Harm
If your complaint relates to gambling harm, self-exclusion, or you need urgent support, please do not wait for the complaints process. Call 1800 858 858 (Gambling Help Online, free and confidential, 24/7) or visit our Responsible Gambling page.
Escalating to an Independent Body
If you have completed our internal process (Steps 01–04 above) and remain dissatisfied, you may refer your complaint to the relevant independent body listed below. Escalation to an external body is only appropriate after our internal process is complete.
Gambling & wagering complaints
Victorian Gambling and Casino Control Commission (VGCCC) — the authority that licenses PUNT 123 PTY LTD.
- Website: vgccc.vic.gov.au
- Phone: 1300 599 759
- Post: GPO Box 1988, Melbourne VIC 3001
Privacy & personal data complaints
Office of the Australian Information Commissioner (OAIC) — after first raising the matter with us.
- Website: oaic.gov.au
- Phone: 1300 363 992
- Post: GPO Box 5288, Sydney NSW 2001
Interactive gambling, spam & online complaints
Australian Communications and Media Authority (ACMA).
- Website: acma.gov.au
- Phone: 1300 850 115
- Post: PO Box 13112, Law Courts, Melbourne VIC 8010
Eligible financial-services matters
Australian Financial Complaints Authority (AFCA) — for matters within its jurisdiction.
- Website: afca.org.au
- Phone: 1800 931 678
- Post: GPO Box 3, Melbourne VIC 3001
We will cooperate fully with any independent review and will provide the relevant records on request.
Your Rights Under Australian Consumer Law
Nothing in this complaints process limits, restricts or excludes any right or remedy you may have under the Australian Consumer Law (Schedule 2 to the Competition and Consumer Act 2010 (Cth)) or any other applicable law. Our internal complaints process is provided in addition to — and not as a substitute for — your statutory rights.
Under the Australian Consumer Law, you may have rights relating to consumer guarantees, misleading or deceptive conduct, unconscionable conduct, and unfair contract terms. These rights exist regardless of anything stated in our Terms and Conditions. If you believe your ACL rights have been affected, you may also contact the Australian Competition and Consumer Commission (ACCC) or your relevant state consumer affairs body.
Contact for Complaints
- Email: support@pund123.bet (subject: “Complaint”)
- Live chat: available to logged-in account holders, 7 days a week
- Post: Complaints Officer, PUNT 123 PTY LTD, 72 Brady Road, BENTLEIGH EAST VIC 3165
See our Contact page for general enquiries.
This document is a structural draft only. It does not constitute legal advice. PUNT 123 PTY LTD must have this complaints process reviewed and approved by a qualified lawyer admitted in Victoria, Australia, and aligned with its licence conditions, before publication.