Complain about a bookmaker or betting exchange operator

If you are unhappy with a bookmaker or betting exchange operator you can complain to the Northern Territory Racing Commission.

They can investigate and impose penalties on complaints that are upheld.

Find out more about the role of the commission on the Department of Industry, Tourism and Trade website.

Before you make a complaint

You must make every reasonable effort to resolve the situation directly with the bookmaker or betting exchange operator.

You should read the wagering operator’s terms and conditions prior to placing a bet, it is also important that you review the relevant terms and conditions before you make a complaint.

What the commission can't investigate

The commission can’t investigate any of the following:

  • requests for compensation/damages
  • any disputes relating to customer service
  • complaints about bets that were never accepted, processed or refused, including cash outs not being offered
  • betting accounts where restrictions have been imposed by the wagering operator on the amount a customer can bet
  • betting accounts that have been closed by the wagering operator.

If your complaint relates to any of the above, you should seek your own legal advice as to what options are available to you.

If your complaint relates to a bookmaker or betting exchange operator outside of the NT, you should contact the relevant authority in that state or territory.

How to complain

To begin the dispute process fill in the online gambling dispute form. You must do this within 14 days of the event happening.

You must provide all of the following information:

  • the name of the bookmaker or betting exchange operator, and your betting account details
  • what you are complaining about
  • what contact you have had with the bookmaker or betting exchange operator to try and resolve the dispute, and the outcome
  • details of the bet in dispute
  • copies of information including betting slips and correspondence.

How your complaint will be handled

The commission will handle any matter involving significant amounts of money and can take any of the following actions:

  • hold a hearing and summon the people involved to give evidence on oath
  • take evidence from other people
  • request books, accounts, tickets or other documents from those involved.

If the commission upholds the complaint it can do any of the following:

  • impose penalties including fines
  • suspend or cancel the licence of a bookmaker or betting exchange operator
  • direct the licence holder to take specific action.

Publishing the decision

Dispute or discipline decisions can be published if the commission decides it is in the public interest.

Decisions can be released to the media without the identities of non-bookmakers/betting exchange operators.

Last updated: 21 July 2021

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