Bookmaker and racing industry complaints

By law, bookmakers must have a Responsible Gambling Code of Conduct(opens in a new window).

• Has a bookmaker breached this?

(For more Code of Conduct information, visit: Responsible Service of Gambling and Responsible Gambling Code of Conduct.)

To view the full list of Responsible Gambling Codes, visit Venue Codes of Conduct.

*Note: If a Bookmaker’s own Code is not listed, assume that the bookmaker uses the Victorian Bookmakers' Association (VBA) model Code.

There are rules on what a Responsible Gambling Code must include. For more information, visit: Ministerial Direction pursuant to Section 4.8SA2 of the Gambling Regulation Act 2003.

• Has a bookmaker broken these rules?
• Is there information missing?
  

For more information, visit: Venue Codes of Conduct.

Has a bookmaker breached the self-exclusion rules in the Responsible Gambling Code of Conduct?

For the list of Responsible Gambling Codes for Victorian registered bookmakers, For more information, For more information, visit: Venue Codes of Conduct.

Please contact Racing Victoria (opens in a new window)or the Victorian Bookmakers' Association.(opens in a new window)

*Note: The VGCCC are unable to deal with these matters unless it is referred to them by the above bodies.

Were you able to create an account, without being prompted for a deposit limit?

For more information, visit: Ministerial Direction pursuant to Section 4.8SA2 of the Gambling Regulation Act 2003.

If you are a Victorian resident or if the bookmaker is licensed in Victoria, make a complaint online to the VGCCC.

If the above does not apply, please see ‘Non-Victorian complaints'.

Were you able to deposit money with a bookmaker, so that your account balance was above your deposit limit?

For more information, visit: Ministerial Direction pursuant to Section 4.8SA2 of the Gambling Regulation Act 2003.

If you are a Victorian resident or if the bookmaker is licensed in Victoria, make a complaint online to the VGCCC.

If the above does not apply, please see ‘Non-Victorian complaints'.

Did you request a bookmaker lower your deposit limit (e.g., have less money in gambling account), and they didn't act right away?

For more information, visit: Ministerial Direction pursuant to Section 4.8SA2 of the Gambling Regulation Act 2003.

If you are a Victorian resident or if the bookmaker is licensed in Victoria, make a complaint online to the VGCCC.

If the above does not apply, please see ‘Non-Victorian complaints'.

Did you request a bookmaker increase your deposit limit (e.g., have more money in gambling account), and they didn't act within 7 days?

For more information, visit: Ministerial Direction pursuant to Section 4.8SA2 of the Gambling Regulation Act 2003.

If you are a Victorian resident or if the bookmaker is licensed in Victoria, make a complaint online to the VGCCC.

If the above does not apply, please see ‘Non-Victorian complaints'.

Were you sent direct marketing from a bookmaker that you did not consent to?

For more information, visit: Ministerial Direction pursuant to Section 4.8SA2 of the Gambling Regulation Act 2003.

If you are a Victorian resident or if the bookmaker is licensed in Victoria, make a complaint online to the VGCCC.

If the above does not apply, please see ‘Non-Victorian complaints'.

Were you sent direct marketing without an easy 'unsubscribe' option?

For more information, visit: Ministerial Direction pursuant to Section 4.8SA2 of the Gambling Regulation Act 2003.

If you are a Victorian resident or if the bookmaker is licensed in Victoria, make a complaint online to the VGCCC.

If the above does not apply, please see ‘Non-Victorian complaints'.

Were you sent direct marketing from a bookmaker 5 or more business days after no longer consenting to receive it?

For more information, visit: Ministerial Direction pursuant to Section 4.8SA2 of the Gambling Regulation Act 2003.

If you are a Victorian resident or if the bookmaker is licensed in Victoria, make a complaint online to the VGCCC.

If the above does not apply, please see ‘Non-Victorian complaints'.

Were you sent direct marketing after 5 days from notifying the bookmaker you wished to close your account?

For more information, visit: Ministerial Direction pursuant to Section 4.8SA2 of the Gambling Regulation Act 2003.

If you are a Victorian resident or if the bookmaker is licensed in Victoria, make a complaint online to the VGCCC.

If the above does not apply, please see ‘Non-Victorian complaints'.

Has the bookmaker breached rules from the SPAM Act 2003 (Cth) and the Do Not Call Register Act 2006 (Cth)?

View ACMA’s spam fact sheet (opens in a new window)and unwanted calls fact sheet.(opens in a new window)

Was closing your account with a bookmaker hard to understand or find?

For more information, visit: Ministerial Direction pursuant to Section 4.8SA2 of the Gambling Regulation Act 2003.

If you are a Victorian resident or if the bookmaker is licensed in Victoria, make a complaint online to the VGCCC.

If the above does not apply, please see ‘Non-Victorian complaints'.

Was closing your account with a bookmaker very technical and hard to use?

For more information, visit: Ministerial Direction pursuant to Section 4.8SA2 of the Gambling Regulation Act 2003.

If you are a Victorian resident or if the bookmaker is licensed in Victoria, make a complaint online to the VGCCC.

If the above does not apply, please see ‘Non-Victorian complaints'.

Were you told you were unable to close your account via:

• phone
• email
• bookmaker’s website
• other service, such as live chat or mobile app?

For more information, visit: Ministerial Direction pursuant to Section 4.8SA2 of the Gambling Regulation Act 2003.

If you are a Victorian resident or if the bookmaker is licensed in Victoria, make a complaint online to the VGCCC.

If the above does not apply, please see ‘Non-Victorian complaints'.

Was there a significant delay in the bookmaker closing your account after you requested it?

For more information, visit: Ministerial Direction pursuant to Section 4.8SA2 of the Gambling Regulation Act 2003.

If you are a Victorian resident or if the bookmaker is licensed in Victoria, make a complaint online to the VGCCC.

If the above does not apply, please see ‘Non-Victorian complaints'.

Do you believe that the bookmaker closed your account to prevent you from betting to the relevant minimum betting limit on Victorian thoroughbred racing?

See Club Bookmakers’ Licence Rules(opens in a new window) for more information.

Offers of:

• credit
• voucher
• reward
• other benefit

(otherwise known as inducements)

Did a bookmaker offer you an inducement to open an account?

This includes:

• a Victorian licensed bookmaker offering services to Victorian and non-Victorian customers
• a Victorian customer of an interstate licensed bookmaker.

See section 4.7.10 of the Gambling Regulation Act 2003 (Vic) (opens in a new window)for more info.

Did a bookmaker offer you an inducement to refer another person (such as family and friends) to open an account?

For more information, visit: Ministerial Direction pursuant to Section 4.8SA2 of the Gambling Regulation Act 2003.

If you are a Victorian resident or if the bookmaker is licensed in Victoria, make a complaint online to the VGCCC.

If the above does not apply, please see ‘Non-Victorian complaints'.

Did a bookmaker offer you an inducement to consent (or continue to consent) to direct marketing?

For more information, visit: Ministerial Direction pursuant to Section 4.8SA2 of the Gambling Regulation Act 2003.

If you are a Victorian resident or if the bookmaker is licensed in Victoria, make a complaint online to the VGCCC.

If the above does not apply, please see ‘Non-Victorian complaints'.

Did a bookmaker offer you an inducement to keep your betting account open after you requested to close it?

*Note: a bookmaker may explain the consequences of closing the account and confirm if you still wish to close it.

For more information, visit: Ministerial Direction pursuant to Section 4.8SA2 of the Gambling Regulation Act 2003.

If you are a Victorian resident or if the bookmaker is licensed in Victoria, make a complaint online to the VGCCC.

If the above does not apply, please see ‘Non-Victorian complaints'.

Did a bookmaker require you to continue to bet with winnings from:

• free
• bonus, or
• complimentary bets

before you could withdraw them?

For more information, visit: Ministerial Direction pursuant to Section 4.8SA2 of the Gambling Regulation Act 2003.

If you are a Victorian resident or if the bookmaker is licensed in Victoria, make a complaint online to the VGCCC.

If the above does not apply, please see ‘Non-Victorian complaints'.

Advertising

*Note: advertising is a complex area. One breach of a Victorian law may also be a breach of Commonwealth law.

Was a gambling advertisement on or above a public road?

See section 4.7.1 of the Gambling Regulation Act 2003 (Vic) (opens in a new window)for more info.

Was a gambling advertisement on public transport?

See section 4.7.1 of the Gambling Regulation Act 2003 (Vic)(opens in a new window) for more info.

Was a gambling advertisement present within 150 metres of a school?

See section 4.7.1 of the Gambling Regulation Act 2003 (Vic) (opens in a new window)for more info.

Did a gambling advertisement not contain a responsible gambling message (e.g., “Gamble Responsibly”)?

See section 4.7.9 of the Gambling Regulation Act 2003 (Vic) (opens in a new window)for more info.

Did a gambling advertisement encourage a breach of the Gambling Regulation Act?

See section 4.7.8 of the Gambling Regulation Act 2003 (Vic)(opens in a new window) for more info.

Did a gambling advertisement target children?

See section 4.7.8 of the Gambling Regulation Act 2003 (Vic) (opens in a new window)for more info.

*Note: this may also be a breach of:

• AANA Codes(opens in a new window)
• rules on children’s TV programming, or
• rules around live sport (see below)

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)(opens in a new window) for more info.

*Note: this may also be a breach of:

• AANA Codes(opens in a new window), or
• rules around live sport (see below)

Did a gambling advertisement suggest that gambling can improve a person’s financial prospects?

See section 4.7.8 of the Gambling Regulation Act 2003 (Vic) (opens in a new window)for more info.

*Note: this may also be a breach of AANA Codes (see below)

Was a gambling advertisement offensive?

See section 4.7.8 of the Gambling Regulation Act 2003 (Vic)(opens in a new window) for more info.

*Note: this may also be a breach of AANA Codes(opens in a new window) (see below)

Did a gambling advertisement promote the use of alcohol whilst gambling?

See section 4.7.8 of the Gambling Regulation Act 2003 (Vic) (opens in a new window)for more info.

*Note: this may also be a breach of:

• AANA Codes(opens in a new window), or
• rules around live sport (see below)

Do you believe a bookmaker has breached the:

• Australian Association of National Advertiser’s (AANA) Code of Ethics, (opens in a new window)or
• Wagering Code(opens in a new window)?

Make a complaint to the broadcaster (opens in a new window)and then Australian Communication and Media Authority (ACMA)

Was a gambling advertisement misleading, deceptive, or containing false information?

For more info, view:

• ACCC’s guide(opens in a new window)
• misleading and deceptive conduct(opens in a new window)
• false or misleading representations(opens in a new window).

For more information, visit: The Australian Competition and Consumer Commission (ACCC).

Alternatively, Consumer Affairs Victoria may assist you with the matter

Has a bookmaker not fulfilled their Anti-Money Laundering and Counter-Terrorism Financing obligations?

View AUSTRAC’s website(opens in a new window) for more info.

Were your privacy rights infringed by a bookmaker under the Privacy Act 1988 (Cth)(opens in a new window)?

View What you can complain about for more info.

Examples include:

• inability to locate a bookmaker’s Privacy Policy
• being charged to access the Privacy Policy
• bookmaker not providing an ‘opt-out’ function for marketing communications
• bookmaker not notifying you about a data breach

Has a bookmaker accepted a bet from a person under 18 years of age?

See section 10.7.3 of the Gambling Regulation Act 2003 (Vic) (opens in a new window)for more info.

Do you have a general complaint about a bookmaker’s terms and conditions (T&C)?

T&Cs are usually found on the bookmaker’s website or mobile app.

An example of a general T&Cs complaint could be: “My account was locked out. Bookmaker A requested more information which I provided, but they haven't unlocked my account to withdraw my winnings."

We recommend contacting Racing Victoria(opens in a new window).

*Note: Racing Victoria doesn't deal with specific issues about a bookmaker’s T&Cs.

If you have a specific complaint, it's likely a civil matter between you and the bookmaker. We recommend finding a suitable lawyer via the Law Institute of Victoria’s Referral Service(opens in a new window).

Improper or unlawful operations of a bookmaker

Has the bookmaker stopped you betting to the minimum betting limit on Victorian thoroughbred racing?

This can include:

• closing your account
• refusing to open your account
• placing restrictions on your account
• refusing to lay fixed odds bet when they're publicly displayed
• laying lesser odds on a fixed odds bet than those publicly displayed

See Club Bookmakers' Licence Rules for more information.

Were you offered in-play sports betting online?

For more info, see:

• section 10B of the Interactive Gambling Act 2001 (Cth) (opens in a new window)(IGA)
• ACMA’s summary of the IGA(opens in a new window)

Did a bookmaker offer you a line of credit, or help you use third-party credit providers, to bet online?

*Note: this does not include the use of your own credit card.
For more info, see:

• Part 2B of the Interactive Gambling Act 2001 (Cth) (opens in a new window)(IGA)
• ACMA’s summary of the IGA(opens in a new window)
• summary of the credit rules(opens in a new window)

Do you have a general betting dispute?

*Note: these are disputes not covered by this chart.

Examples of a general betting dispute:

• being unhappy with treatment you received from a bookmaker
• the bookmaker not responding to communications

We recommend contacting Racing Victoria(opens in a new window).

*Note: Racing Victoria doesn't deal with specific issues about a bookmaker’s T&Cs.

If you have a specific complaint, it's likely a civil matter between you and the bookmaker. We recommend finding a suitable lawyer via the Law Institute of Victoria’s Referral Service(opens in a new window).

Has a bookmaker hired a person with a criminal conviction to assist in operations?

See section 4.5A.17 of the Gambling Regulation Act 2003 (Vic) (opens in a new window)for more info.

Want to make a claim against the Victorian Bookmakers’ Association Guarantee Fund?

For more information, visit: VBA Guarantee.

We recommend getting in contact with the Victorian Bookmakers' Association(opens in a new window).

See also ‘general betting disputes’ above.

Do you believe a bookmaker has:

• provided false information to the VGCCC?
• defied their licence conditions? (Gambling Regulation Act 2003 (Vic) (opens in a new window)or Racing Act 1958 (Vic)?)
• been convicted of a “relevant offence”?
• gone bankrupt or is under administration?
• become unsuitable to hold a licence?

See section 4.5A.14 of the Gambling Regulation Act 2003 (Vic)(opens in a new window)

If your complaint relates to a non-Victorian licensed bookmaker or you're not a Victorian resident, you can contact the following regulators:

• NSW – Liquor and Gaming NSW(opens in a new window)
• WA – Department of Local Government, Sport, and Cultural Studies(opens in a new window)
• SA – Consumer and Business Affairs SA(opens in a new window)
• QLD – Office of Liquor and Gaming Regulation
• TAS – Tasmanian Liquor and Gaming Commission(opens in a new window)
• NT – Northern Territory Racing Commission(opens in a new window)
• ACT – ACT Gambling and Racing Commission(opens in a new window)

*Note: we recommend seeking legal assistance if you are not a Victorian resident, or the complaint doesn't relate to a Victorian licensed bookmaker.