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Account & Eligibility

Wagering services are restricted to verified account holders aged 18 or older. You may hold one account only.

• You must provide accurate personal details and a residential address (not a PO Box).
• Your age and identity are confirmed through document verification (KYC) — not by a tick-box alone. We may request a government-issued photo ID, proof of address and source-of-funds documents.
• Every new and returning customer is checked against the BetStop National Self-Exclusion Register. Registered customers cannot open or use an account for the term of their exclusion.
• Two-factor authentication (2FA) is available in Account Settings → Security.

See AML/CTF & KYC for how we verify identity and monitor activity.

Responsible Wagering Tools

You are in control of your wagering. The following tools are available in Account Settings → Responsible Gambling:

• Deposit limits — cap how much you can deposit per day, week or month. See the dedicated Deposit Limits page.
• Activity statements — a plain-English summary of your deposits, withdrawals, bets, wins and losses. Your first statement is issued 14 days after your account opens and monthly after that, and you can download a statement for any period at any time.
• Spend / loss limits — set a ceiling on net losses over a chosen period.
• Deposit-limit reminders — customers are prompted annually to review their deposit-limit setting. If you declined to set a limit when you opened your account, we prompt you again at least every 12 months to review that decision.
• Time-outs (cool-off) — pause your account for 24 hours, 7 days or 30 days.
• Self-exclusion — close your account for a set period when you need a firmer stop. See Self-Exclusion.

Changing a deposit limit

• Lowering a limit takes effect immediately.
• Increasing a limit does not take effect straight away. The change is held for a 7-day cool-off period, after which you must re-confirm it before it applies. If you do not re-confirm, your existing limit stays in place.
• Removing a limit is treated as an increase. Taking a limit off is a relaxation equivalent to raising it, so it is subject to the same 7-day cool-off and re-confirmation. This prevents a customer from undoing a deposit limit (an NCPF harm-minimisation measure) with a single click.

Full detail is on the Deposit Limits page.

Betting & Settlement Rules

Bets are accepted and settled according to the rules for each sport or event published on the Platform. The full rules form part of our Terms & Conditions (Settlement Rules). In summary:

• Result markets settle on the official result declared by the relevant governing body. Subsequent disqualifications or appeals after the official result do not change settlement.
• Abandoned, postponed or suspended events — if a match is not completed within the period set out in the sport's rules, affected markets are void and stakes returned, unless the outcome is already determined.
• Dead heats — where two or more selections tie, the stake is divided by the number of selections in the dead heat and settled at the full odds on the divided stake.
• Palpable (obvious) errors — bets struck at clearly incorrect odds may be void and stakes returned.
• AFL / NRL / rugby settle on full-time score excluding extra time unless a market states otherwise.
• Cricket markets follow the official method for shortened matches (e.g. DLS); a match with no official result is void.
• Tennis — if a player retires or is disqualified, market-specific rules apply (some markets stand once a set/match is completed; others are void).
• Racing — fixed-odds win and place bets on a scratched runner are refunded; place terms depend on the number of runners; exotics follow the relevant racing authority's rules.

If you think a bet has been settled incorrectly, contact support — see Complaints below.

Payments

Deposit methods. Debit cards (Visa / Mastercard), PayID and bank transfer (POLi). Credit cards are not accepted for gambling under Australian law, and we do not accept cash.

• Minimum deposit: AUD $10.
• Deposit limits: any responsible-gambling deposit limit you have set applies across all deposit channels combined (card, PayID and bank transfer are counted together).
• Withdrawals are processed within 3–5 business days to a verified payment method in your own name. Card and PayID withdrawals are usually faster than bank transfer.
• Withdrawals to third-party accounts are not permitted. Funds are returned to the method used to deposit; where that is not possible, to another verified method in your name.
• KYC: we may withhold a withdrawal pending identity verification or where we have a reasonable suspicion of fraud or money laundering.
• Fees: we do not charge for deposits or standard withdrawals; third-party bank or card charges are your responsibility.

See Terms — Deposits & Withdrawals.

Account Closure

You can close your account at any time from Account Settings → Close Account, or by contacting support.

• Any withdrawable balance is paid back to your verified payment method before the account is closed.
• Open (unsettled) bets are left to settle normally, or are void and returned where the event does not take place.
• We retain certain records after closure where required by AML/CTF and other Australian law.
• If you are closing your account because of gambling harm, please use self-exclusion instead — it also blocks you from re-opening an account during the exclusion.
• Dormant accounts: an account with no activity for 12 months is treated as dormant. We notify you before any action; unclaimed balances are handled under applicable unclaimed-money law.

Full detail is on the Account Closure page.

Complaints

Step 1 — come to us first. The first step of any complaint is directly to us, the operator. Email support@pund123.bet with the subject “Complaint”, your account username (never your password), the date of the issue, what happened, any bet IDs or references, and the outcome you are seeking.

How we handle it. We acknowledge your complaint in writing within 2 business days and give you a reference number. We investigate and aim to send a full written response within 10 business days. If it is complex and needs longer, we tell you why and give you a revised date. If you are not satisfied, you can ask for a senior manager to review the matter (a further 10 business days).

Step 2 — escalate externally. Only once our internal process is complete and you remain dissatisfied do you take it higher — to the relevant independent or government body (the VGCCC for wagering, the OAIC for privacy, AFCA for certain financial matters, or ACMA). We will not penalise you for escalating.

Full process, timeframes and regulator contact details are on our Complaints & Dispute Resolution page.