Bookmaker and racing industry complaints

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Use this guide to find out how you can make a complaint about a bookmaker or something to do with the racing industry.

Topic	Problem	Who is best to assist with this matter?
Responsible gambling	It is a legal requirement that a bookmaker must have a Responsible Gambling Code of Conduct. Some bookmakers use the Victorian Bookmakers’ Association (VBA) model Code and other bookmakers use their own. Do you believe that a bookmaker has breached a Responsible Gambling Code of Conduct used by the Bookmaker (i.e., either the VBA’s model Code or the bookmaker’s own Code? See the VBA’s Responsible Gambling Code of Conduct for more information. See also Victorian Gambling and Casino Control Commission (VGCCC) fact sheet on Responsible Gambling Code of Conduct for more and information. A complete list of all Responsible Gambling Codes can be found here. If a Bookmaker’s own Code is not listed here, you should assume that the bookmaker uses the VBA model Code.	Please contact Racing Victoria or the Victorian Bookmakers' Association. These bodies will then likely refer the matter to the Victorian Gambling and Casino Control Commission (VGCCC). The VGCCC is unable to deal with this type of matter unless Racing Victoria or the Victorian Bookmakers’ Association refer it to them.
	There are certain rules around what a Responsible Gambling Code must include. These can be found in the Ministerial Direction dated 6 July 2022 (PDF, 463.54 KB). Do you believe that a bookmaker’s Responsible Gambling Code of Conduct has breached these rules around responsible gambling and does not contain information it must include? See the Victorian Gambling and Casino Control Commission (VGCCC)’s fact sheet for more information.	You can make a complaint online to the Victorian Gambling and Casino Control Commission (VGCCC)
Self-exclusion	Do you believe that a bookmaker has breached the self-exclusion rules in the Responsible Gambling Code of Conduct used by the Bookmaker (i.e., either the Victorian Bookmakers’ Association (VBA)’s model Code or the bookmaker’s own Code)? See the list of all Responsible Gambling Codes for Victorian ‘registered bookmakers’.	Please contact Racing Victoria or the Victorian Bookmakers' Association. These bodies will then likely refer the matter to the Victorian Gambling and Casino Control Commission (VGCCC). The VGCCC is unable to deal with this type of matter unless Racing Victoria or the Victorian Bookmakers’ Association refer it to them.
	Do you believe that a bookmaker has breached the national self-exclusion register after you included your name on the register?	Once the national register is enacted, you can make a complaint online to the Australian Communication and Media Authority (ACMA).
Deposit limits	Were you allowed to create an account without being prompted to select a deposit limit? See the Ministerial Direction dated 6 July 2022 (PDF, 463.54 KB) for more information.	You can make a complaint online to the Victorian Gambling and Casino Control Commission (VGCCC), if you are a Victorian resident or if the bookmaker is licensed in Victoria. If you are not a Victorian resident or if the bookmaker is not licensed in Victoria please see ‘Non-Victorian complaints'.
	Were you able to deposit money into your account with a bookmaker so that your account balance was above your deposit limit? See the Ministerial Direction dated 6 July 2022 (PDF, 463.54 KB) for more information.	You can make a complaint online to the Victorian Gambling and Casino Control Commission (VGCCC) if you are a Victorian resident or if the bookmaker is licensed in Victoria. If you are not a Victorian resident or if the bookmaker is not licensed in Victoria please see ‘Non-Victorian complaints'.
	Did you request a bookmaker to lower your deposit limit (i.e., have less money in gambling account) and the bookmaker did not act immediately after they received the request? See the Ministerial Direction dated 6 July 2022 (PDF, 463.54 KB) for more information.	You can make a complaint online to the Victorian Gambling and Casino Control Commission (VGCCC) if you are a Victorian resident or if the bookmaker is licensed in Victoria. If you are not a Victorian resident or if the bookmaker is not licensed in Victoria please see ‘Non-Victorian complaints'.
	Did you request a bookmaker to increase your deposit limit (i.e., have more money in gambling account) and the bookmaker made this change within 7 days of your request? See the Ministerial Direction dated 6 July 2022 (PDF, 463.54 KB) for more information.	You can make a complaint online to the Victorian Gambling and Casino Control Commission (VGCCC) if you are a Victorian resident or if the bookmaker is licensed in Victoria. If you are not a Victorian resident or if the bookmaker is not licensed in Victoria please see ‘Non-Victorian complaints'.
Direct marketing (i.e., telephone, email, SMS, text message, post, or other electronic communication)	Were you sent direct marketing from a bookmaker, and you have not expressly consented to receive? See the Ministerial Direction dated 6 July 2022 (PDF, 463.54 KB) for more information.	You can make a complaint online to the Victorian Gambling and Casino Control Commission (VGCCC) if you are a Victorian resident or if the bookmaker is licensed in Victoria. If you are not a Victorian resident or if the bookmaker is not licensed in Victoria please see ‘Non-Victorian complaints'.
	Were you sent direct marketing without an unsubscribe link/option that was easy to access and use? See the Ministerial Direction dated 6 July 2022 (PDF, 463.54 KB) for more information.	You can make a complaint online to the Victorian Gambling and Casino Control Commission (VGCCC) if you are a Victorian resident or if the bookmaker is licensed in Victoria. If you are not a Victorian resident or if the bookmaker is not licensed in Victoria please see ‘Non-Victorian complaints'.
	Were you sent direct marketing from a bookmaker 5 or more business days after you notified that bookmaker you no longer consented to receiving direct marketing? See the Ministerial Direction dated 6 July 2022 (PDF, 463.54 KB)for more information.	You can make a complaint online to the Victorian Gambling and Casino Control Commission (VGCCC) if you are a Victorian resident or if the bookmaker is licensed in Victoria. If you are not a Victorian resident or if the bookmaker is not licensed in Victoria please see ‘Non-Victorian complaints'.
	Were you sent direct marketing at any time after 5 days from the day you notified the bookmaker you wished to close your account? See the Ministerial Direction dated 6 July 2022 (PDF, 463.54 KB)for more information.	You can make a complaint online to the Victorian Gambling and Casino Control Commission (VGCCC) if you are a Victorian resident or if the bookmaker is licensed in Victoria. If you are not a Victorian resident or if the bookmaker is not licensed in Victoria please see ‘Non-Victorian complaints'.
	Do you believe the bookmaker has breached the rules contained in the SPAM Act 2003 (Cth) and Do Not Call Register Act 2006 (Cth)? See ACMA’s fact sheet on spam and fact sheet on unwanted calls.	You can make a spam complaint online to the Australian Communication and Media Authority (ACMA). You can also make a do not call register complaint online to the Australian Communication and Media Authority (ACMA)
Account closure	Was the method to close your account with a bookmaker hard to understand and hard to find? See the Ministerial Direction dated 6 July 2022 (PDF, 463.54 KB) for more information.	You can make a complaint online to the Victorian Gambling and Casino Control Commission (VGCCC) if you are a Victorian resident or if the bookmaker is licensed in Victoria. If you are not a Victorian resident or if the bookmaker is not licensed in Victoria please see ‘Non-Victorian complaints'.
	Was the method to close your account with a bookmaker very technical and hard to use? See the Ministerial Direction dated 6 July 2022 (PDF, 463.54 KB) for more information.	You can make a complaint online to the Victorian Gambling and Casino Control Commission (VGCCC) if you are a Victorian resident or if the bookmaker is licensed in Victoria. If you are not a Victorian resident or if the bookmaker is not licensed in Victoria please see ‘Non-Victorian complaints'.
	Were you told that you were unable to close your account via telephone, email, the bookmaker’s website, or other service (i.e., live chat, mobile app)? See the Ministerial Direction dated 6 July 2022 (PDF, 463.54 KB)for more information.	You can make a complaint online to the Victorian Gambling and Casino Control Commission (VGCCC) if you are a Victorian resident or if the bookmaker is licensed in Victoria. If you are not a Victorian resident or if the bookmaker is not licensed in Victoria please see ‘Non-Victorian complaints'.
	Was there a significant delay in the bookmaker closing your account after you requested it be closed? See the Ministerial Direction dated 6 July 2022 (PDF, 463.54 KB) for more information.	You can make a complaint online to the Victorian Gambling and Casino Control Commission (VGCCC) if you are a Victorian resident or if the bookmaker is licensed in Victoria. If you are not a Victorian resident or if the bookmaker is not licensed in Victoria please see ‘Non-Victorian complaints'.
	Do you believe that the bookmaker closed your account to avoid betting you to the relevant minimum betting limit on Victorian thoroughbred racing? See Club Bookmakers' Licence Rules 2010 for more information.	You can make a complaint online to Racing Victoria by filling out the Minimum Bet Complaint Form.
Offers of credit, voucher, reward or other benefit (called inducements)	Did a bookmaker offer you an inducement for you to open an account? This includes where a Victorian licensed bookmaker offers services to both Victorian and non-Victorian customers, as well as a Victorian customer of an interstate licensed bookmaker. See section 4.7.10 of the Gambling Regulation Act 2003 (Vic) for more information	You can make a complaint online to the Victorian Gambling and Casino Control Commission (VGCCC).
	Did a bookmaker offer you an inducement to refer another person (such as family and friends) to open an account? See the Ministerial Direction dated 6 July 2022 (PDF, 463.54 KB) for more information.	You can make a complaint online to the Victorian Gambling and Casino Control Commission (VGCCC) if you are a Victorian resident or if the bookmaker is licensed in Victoria. If you are not a Victorian resident or if the bookmaker is not licensed in Victoria please see ‘Non-Victorian complaints'.
	Did a bookmaker offer you an inducement to consent or continue to consent to direct marketing? See the Ministerial Direction dated 6 July 2022 (PDF, 463.54 KB) for more information.	You can make a complaint online to the Victorian Gambling and Casino Control Commission (VGCCC) if you are a Victorian resident or if the bookmaker is licensed in Victoria. If you are not a Victorian resident or if the bookmaker is not licensed in Victoria please see ‘Non-Victorian complaints'.
	Did a bookmaker offer you an inducement to keep your betting account open after you requested to close it? Please note it is permissible for a bookmaker to explain to you the consequences of closing the account and to confirm whether you still wish to close the account. See the Ministerial Direction dated 6 July 2022 (PDF, 463.54 KB) for more information	You can make a complaint online to the Victorian Gambling and Casino Control Commission (VGCCC) if you are a Victorian resident or if the bookmaker is licensed in Victoria. If you are not a Victorian resident or if the bookmaker is not licensed in Victoria please see ‘Non-Victorian complaints'.
	Did a bookmaker require you to continue to bet with the winnings from free, bonus or complimentary bets before you could withdraw them? See the Ministerial Direction dated 6 July 2022 (PDF, 463.54 KB) for more information.	You can make a complaint online to the Victorian Gambling and Casino Control Commission (VGCCC) if you are a Victorian resident or if the bookmaker is licensed in Victoria. If you are not a Victorian resident or if the bookmaker is not licensed in Victoria please see ‘Non-Victorian complaints'.
	Did a bookmaker require you to continue to bet with the winnings from free, bonus or complimentary bets before you could withdraw them? See the Ministerial Direction dated 6 July 2022 (PDF, 463.54 KB) for more information	You can make a complaint online to the Victorian Gambling and Casino Control Commission (VGCCC) if you are a Victorian resident or if the bookmaker is licensed in Victoria. If you are not a Victorian resident or if the bookmaker is not licensed in Victoria please see ‘Non-Victorian complaints'.
	Any other matter related to bonus bets, free bets, or complimentary gambling products.	It is likely that this is a civil matter between you and the bookmaker. We recommend using the Law Institute of Victoria’s Referral Service to locate a suitable lawyer.
Advertising. Please note that advertising is a complex area. One breach of a Victorian law may also be a breach of Commonwealth law (i.e., the AANA Codes or the rules around live sports and children’s programs).	Was a gambling advertisement on or above a public road? See section 4.7.1 of the Gambling Regulation Act 2003 (Vic) for more information	You can make a complaint online to the Victorian Gambling and Casino Control Commission (VGCCC).
	Was a gambling advertisement on public transport? See section 4.7.1 of the Gambling Regulation Act 2003 (Vic) for more information.	You can make a complaint online to the Victorian Gambling and Casino Control Commission (VGCCC).
	Was a gambling advertisement on public transport? See section 4.7.1 of the Gambling Regulation Act 2003 (Vic) for more information.	You can make a complaint online to the Victorian Gambling and Casino Control Commission (VGCCC).
	Was a gambling advertisement present within 150 metres of a school? See section 4.7.1 of the Gambling Regulation Act 2003 (Vic) for more information.	You can make a complaint online to the Victorian Gambling and Casino Control Commission (VGCCC).
	Did a gambling advertisement not contain a responsible gambling message (i.e., “Gamble Responsibly”)? See section 4.7.9 of the Gambling Regulation Act 2003 (Vic) for more information.	You can make a complaint online to the Victorian Gambling and Casino Control Commission (VGCCC).
	Did a gambling advertisement encourage a breach of the Gambling Regulation Act? See section 4.7.8 of the Gambling Regulation Act 2003 (Vic) for more information.	You can make a complaint online to the Victorian Gambling and Casino Control Commission (VGCCC).
	Did a gambling advertisement target children? See section 4.7.8 of the Gambling Regulation Act 2003 (Vic) for more information. Please note that this may also be a breach of the AANA Codes, rules around children’s TV programming or rules around live sport (see below)	You can make a complaint online to the Victorian Gambling and Casino Control Commission (VGCCC).
	Did a gambling advertisement suggest that winning is a definite outcome of gambling? See section 4.7.8 of the Gambling Regulation Act 2003 (Vic) for more information. Please note that this may also be a breach of the AANA Codes or rules around live sport (see below)	You can make a complaint online to the Victorian Gambling and Casino Control Commission (VGCCC).
	Did a gambling advertisement suggest that a gambling can improve a person’s financial prospects? See section 4.7.8 of the Gambling Regulation Act 2003 (Vic) for more information. Please note that this may also be a breach of the AANA Codes (see below).	You can make a complaint online to the Victorian Gambling and Casino Control Commission (VGCCC).
	Was a gambling advertising “offensive”? See section 4.7.8 of the Gambling Regulation Act 2003 (Vic) for more information. Please note that this may also be a breach of the AANA Codes (see below).	You can make a complaint online to the Victorian Gambling and Casino Control Commission (VGCCC).
	Did a gambling advertisement promote using alcohol whilst gambling? See section 4.7.8 of the Gambling Regulation Act 2003 (Vic) for more information. Please note that this may also be a breach of the AANA Codes or rules around live sport (see below).	You can make a complaint online to the Victorian Gambling and Casino Control Commission (VGCCC).
	Do you believe that a bookmaker has breached the Australian Association of National Advertiser’s (AANA’s) Code of Ethics or Wagering Code?	You may be able to make a complaint with Ad Standards.
	Was a gambling advertisement broadcast during a children's TV or pay TV program?	The Australian Communication and Media Authority (ACMA) can assist you make a complaint to the broadcaster.
	Do you believe that a bookmaker has breached the rules around gambling advertising during live sport streamed over the internet?	You can make a complaint online to the Australian Communication and Media Authority (ACMA).
	Do you believe that a bookmaker has breached the rules around gambling advertising during live sport on broadcast TV and radio?	The Australian Communication and Media Authority (ACMA) can assist you to make a complaint to the broadcaster.
	Do you consider that a gambling advertisement was misleading, deceptive, or contained false information? See the ACCC’s guide for more information. See also material prepared by Consumer Affairs Victoria on misleading and deceptive conduct and false or misleading representations for more information.	The Australian Competition and Consumer Commission (ACCC) has a guide that may assist you with this matter. Alternatively, Consumer Affairs Victoria has a guide that may assist you with this matter.
Anti-money laundering	Do you believe that a bookmaker is not fulfilling their Anti-Money Laundering and Counter-Terrorism Financing obligations? Please see A USTRAC’s website for more information relating bookmakers’ obligations in this area.	We recommend getting in contact with AUSTRAC and contact Racing Victoria.
Privacy	Were your privacy rights under the Privacy Act 1988 (Cth) infringed by a bookmaker? For more information, see a fact sheet published by the Office of the Australia Information Commissioner or the Privacy Act 1988 (Cth). Some examples include: You were unable to locate a bookmaker’s Privacy Policy or were charged to access the Privacy Policy The bookmaker does not provide an ‘opt-out’ function relating to marketing communications The bookmaker did not notify you regarding an eligible suspected/actual data breach	You may be able to make a complaint online to the Office of the Australian Information Commissioner (OAIC).
Minors	Are you aware of a bookmaker accepting a bet from a person under the age of 18 years of age? See section 10.7.3 of the Gambling Regulation Act 2003 (Vic) for more information.	You can make a complaint online to the Victorian Gambling and Casino Control Commission (VGCCC).
Terms and conditions	Do you have a general complaint about a bookmaker’s terms and conditions? Terms and Conditions are usually found on the bookmaker’s website or mobile app. For example, there could be a link at the bottom of each page. An example of a general Terms and Conditions complaint could be: “My account was locked out and Bookmaker A has requested additional information. I have provided Bookmaker A with this information, but they have not unlocked my account and allowed me to withdraw my winnings."	We recommend contacting Racing Victoria. Please note Racing Victoria does not deal with specific issues about a bookmaker’s terms and conditions. However, Racing Victoria can ask questions about the general operation of the terms and conditions and identify issues where Racing Victoria may need to take action. If you have a more specific complaint, it is likely that this is a civil matter between you and the bookmaker. We recommend using the Law Institute of Victoria’s Referral Service to locate a suitable lawyer.
Improper or unlawful operations of a bookmaker	Do you believe a bookmaker has breached the bookmaker rules?	We recommend contacting Racing Victoria who may be able to investigate the matter further.
	Do you believe that the bookmaker has taken any action to avoid the betting you to the relevant minimum betting limit on Victorian thoroughbred racing? This includes but is not limited to: Closing your account Refusing to open your account Placing restrictions on your account in relation to Victorian thoroughbred racing Refusing to lay fixed odds bet to you when those fixed odds are publicly displayed Laying lesser odds on a fixed odds bet to you than those publicly displayed See Club Bookmakers' Licence Rules 2010 for more information.	You can make a complaint online to Racing Victoria by filling out the Minimum Bet Complaint Form.
	Were you offered in-play sports betting online? See section 10B of the Interactive Gambling Act 2001 (Cth) (IGA) and ACMA’s summary of the IGA for more information.	You can lodge a IGA complaint online to the Australian Communication and Media Authority (ACMA).
	Did a bookmaker offer you a line of credit or help you use third parties credit providers such as payday lenders to bet online? Please note this does not included the use of your own credit card. See Part 2B of the Interactive Gambling Act 2001 (Cth) (IGA) and ACMA’s summary of the IGA and summary of the credit rules for more information.	You can lodge a IGA complaint online to the Australian Communication and Media Authority (ACMA).
	Are you concerned that an online bookmaker is not on ACMA’s list of approved interactive gambling providers ?	You can lodge a IGA complaint online to the Australian Communication and Media Authority (ACMA).
General betting disputes	Do you have a general betting dispute? This means disputes not already covered by this chart particularly the following: the general operation of the bookmaker’s terms and conditions (see ‘TERMS AND CONDITIONS'); or the compliance with the bookmaker rules (see ‘IMPROPER OR UNLAWFUL OPERATIONS OF A BOOKMAKER’). Some examples of a ‘general betting dispute’ include: if you are unhappy with the treatment, you received when communicating with a bookmaker (i.e., bookmaker was rude or confrontational); or the bookmaker is not responding to communications	We recommend contacting Racing Victoria. Please note Racing Victoria deals with general betting disputes only. However, Racing Victoria can ask questions about the general operation of the terms and conditions and identify issues where Racing Victoria may need to take action. If you have a more specific complaint, it is likely that this is a civil matter between you and the bookmaker. We recommend using the Law Institute of Victoria’s Referral Service to locate a suitable lawyer.
Other complaints	Do you believe that someone else has logged into your account without your permission and stolen the funds it was holding?	Immediately notify the bookmaker who holds the account. We also recommend contacting Victoria Police and making a report.
	Do you believe that a bookmaker is engaging in tax evasion?	We recommend you make a tip to the Australian Taxation Office.
	Are you concerned that a bookmaker has hired a person with a relevant criminal conviction to assist in any part of their operations? See section 4.5A.17 of the Gambling Regulation Act 2003 (Vic) for more information.	You can make a complaint online to the Victorian Gambling and Casino Control Commission (VGCCC).
	Do you want to make a claim against the Victorian Bookmakers’ Association Guarantee Fund? See https://vicbookmakers.com.au/vba-guarantee/ for more information.	We recommend you get in contact with the Victorian Bookmakers' Association. See also ‘general betting disputes’ above.
	Do you believe that a bookmaker: has provided false or misleading information to the VGCCC? has contravened their licence conditions, the Gambling Regulation Act 2003 (Vic) or the Racing Act 1958 (Vic)? has been convicted of a “relevant offence”? is insolvent or under administration? is otherwise not suitable to hold a licence? See section 4.5A.14 of the Gambling Regulation Act 2003 (Vic) and the VGCCC’s FAQ’s regarding bookmaker disciplinary action.	You can make a complaint online to the Victorian Gambling and Casino Control Commission (VGCCC).
Non-Victorian complaints	If your complaint relates to a non-Victorian licensed bookmaker or you are not a Victorian resident, you may be able to make a complaint to other regulators: NSW – Liquor and Gaming NSW WA – Department of Local Government, Sport, and Cultural Studies SA – Consumer and Business Affairs SA QLD – Office of Liquor and Gaming Regulation TAS – Tasmanian Liquor and Gaming Commission NT – Northern Territory Racing Commission ACT – ACT Gambling and Racing Commission We recommend that you seek legal assistance about your next steps if you are not a Victorian resident or the complaint does not relate to a Victorian licensed bookmaker.

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Bookmaker and racing industry complaints