1. Matters covered by the complaints process
You can make a complaint about account access, customer service, wagering markets, settlement, payments, verification, privacy, promotions, responsible-gambling controls or another aspect of the CashCage service. A complaint is different from a routine support question because it indicates that you are dissatisfied with an action, decision, delay or outcome and want the matter reviewed.
Where an issue concerns immediate gambling harm or an urgent request to restrict access, use the responsible-gambling controls and support channels without waiting for the complaint process to finish.
2. Step 1 — Send the issue to support
Send the complaint through the contact form or by email to [email protected] with “Complaint” in the subject line. Include your name, preferred contact details, the date of the issue, any account or transaction reference that is relevant and a clear description of what happened.
If the complaint concerns a wager, include the event, market, selection, approximate time and any reference shown by the service. If it concerns a payment, include the date, amount and payment method, but do not send full card numbers, passwords or one-time security codes.
3. Acknowledgement and case reference
After a complaint is received, CashCage should acknowledge it and create a case reference where appropriate. The acknowledgement should identify the next step and may request additional information if the issue cannot be assessed from the material already provided.
We will acknowledge the complaint, review the relevant records and respond within a reasonable period. More complex matters may take longer, in which case we will keep you informed of progress. Most complaints are intended to be resolved within 28 days.
4. Step 2 — Internal review
The complaint should be reviewed using the records relevant to the issue. Depending on the subject, those records may include account history, wager records, market rules, price history, payment records, verification checks, support communications, technical logs and responsible-gambling restrictions.
Where possible, the person conducting a further review should not simply repeat the original decision without considering the reasons raised in the complaint. The outcome should explain the basis for the decision and identify any action taken to correct an error.
5. Wagering, market and settlement disputes
A wagering dispute may involve price changes, suspended markets, event status, incorrect participants, settlement rules, dead heats, abandoned events or an alleged acceptance issue. The review should apply the market rules that were relevant to the wager and the official event information used for settlement.
If a technical incident is alleged, system and account records should be considered to determine whether a wager was accepted and what price or status applied at the time. A selection visible in a browser does not, by itself, establish that a wager was accepted.
6. Payment and account complaints
Payment complaints may involve delays, declined transactions, verification checks, payment ownership or account restrictions. CashCage may need information from a bank or payment provider before the matter can be finalised.
Where a transaction is subject to security, fraud-prevention or legal checks, the complaint response may explain that additional verification is required without disclosing security controls that could undermine the protection of the service.
7. Privacy complaints
Privacy complaints can concern access to personal information, inaccurate information, unwanted marketing, data security, disclosure or another privacy matter. These complaints should also be referred to the privacy contact identified in the Privacy Policy.
If a privacy complaint remains unresolved, you may also refer the matter to the Office of the Australian Information Commissioner (OAIC).
8. Step 3 — External escalation
If you are not satisfied after the internal complaint process is complete, you may be entitled to refer the matter to an external regulator, dispute-resolution body or other authority. The correct body depends on the operator’s licence, the type of complaint and the law that applies.
If you are not satisfied with the outcome of the internal complaints process, wagering complaints may be escalated to the Northern Territory Racing and Wagering Commission.
9. Complaint records and confidentiality
Complaint records may be retained for customer service, audit, legal, regulatory, security and dispute-resolution purposes. Access should be limited to people who need the information to investigate or manage the matter.
Information from a complaint may be disclosed to advisers, regulators, payment providers, dispute bodies or other organisations where that disclosure is reasonably necessary and permitted by law.
10. Safer-gambling support remains available
The complaint process is separate from immediate gambling-harm support. If you need to stop gambling, set restrictions or obtain independent help, do not wait for a complaint outcome.
Gambling Help Online provides free and confidential support on 1800 858 858 and at gamblinghelponline.org.au. BetStop, Australia’s national self-exclusion register, is available at betstop.gov.au and on 1800 238 7867. Lifeline is available on 13 11 14.