Complaints & disputes
If something's wrong, we want to hear it plainly — and fix it quickly. Here's exactly how the process works, including where to go if you're not happy with our answer.
1. How to raise a complaint
Use the contact form (topic "Complaint") or email complaints@baqgybet.com, from the email address on your account. Include what happened, when, the bet or transaction IDs if relevant, and what outcome you're seeking. Complaints go straight to a senior staff member who was not involved in the original decision.
2. Our timeframes
- Acknowledgment: within 2 business days, with a reference number.
- Substantive response: within 10 business days for most matters.
- Complex investigations (integrity, fraud, verification): up to 21 days, with a progress update at day 10.
If a deadline can't be met — rare — we tell you before it passes, not after.
3. What you'll receive
A written outcome that states what we found, the rule or term it was assessed against, what we're doing about it, and your escalation options if you disagree. Where we got it wrong, we say so and put it right, including refunds or re-settlement where due. Complaint records are retained and reported as our licence requires.
4. External escalation — by type of dispute
You can escalate at any time; you don't need our permission, though giving us the first chance usually resolves things fastest.
| Type of dispute | Escalate to | Where |
|---|---|---|
| Betting, settlement, account or licence conduct | Liquor & Gaming NSW (our licensing regulator) | liquorandgaming.nsw.gov.au |
| Privacy and personal information | Office of the Australian Information Commissioner (OAIC) | oaic.gov.au · 1300 363 992 |
| Advertising content | Ad Standards | adstandards.com.au |
| Sports integrity concerns | Sport Integrity Australia | sportintegrity.gov.au · 13 000 27232 |
| General consumer matters | NSW Fair Trading / ACCC | fairtrading.nsw.gov.au · accc.gov.au |
Gambling harm is never a "complaint" to queue: Gambling Help Online is free and confidential 24/7 on 1800 858 858, and our own tools are on the Responsible Gambling page.