Complaints & dispute resolution

Last updated: 2026-05-22.

If something has gone wrong, please contact us. For general account support, email support@bookiepnice.com. For formal complaints, email complaints@bookiepnice.com. The process below explains how complaints are handled and escalated under our internal procedures and applicable New South Wales licensing requirements.

Service standards (SLA)

We acknowledge complaints within 2 business days of receipt. We aim to resolve complaints within 21 calendar days, or 45 calendar days for complex matters such as integrity reviews, third-party processor disputes or matters requiring information from a regulator. Where a longer time is needed, we will tell you in writing, explain the reason, and keep you updated on progress.

Acknowledgement, progress updates and the final outcome are sent in writing to your verified email address. You may also request that we send a copy by post to your registered address.

Step 1 — Tell us

Email complaints@bookiepnice.com and include:

Your full name and account ID.
The date and time of the issue.
The bet, transaction or interaction in question. A screenshot or bet reference number is helpful.
A clear description of what happened.
The outcome you are seeking.

You may also write to us at:

BookiePrice Pty Ltd
Attn: Complaints
Level 3, 91 Phillip Street, Parramatta NSW 2150, Australia

If your complaint relates to a bet that has not yet been settled, please tell us immediately so we can preserve the relevant market and account records while the matter is reviewed.

Step 2 — Internal review (tier 1)

A customer support team member will review your complaint and respond. Where the matter can be resolved at this step, we will confirm the outcome in writing. If you are not satisfied with the response, reply to the same email thread and ask for an Internal Review. Internal Reviews are conducted by a senior team member who was not involved in the original decision.

Step 3 — Compliance review (tier 2)

If you remain unsatisfied after the Internal Review, you may request a Compliance Review. The Compliance Review is conducted by our compliance team, independently of customer support. The Compliance Review may include additional fact-finding, review of customer interaction history, payment trail review, and integrity review where relevant. The outcome is provided in writing with reasons.

Step 4 — External escalation

If you remain unsatisfied after the Compliance Review, you may escalate to the appropriate external body:

Wagering disputes — Liquor & Gaming NSW. Current contact information is available at liquorandgaming.nsw.gov.au. Liquor & Gaming NSW can also be contacted by post at GPO Box 7060, Sydney NSW 2001.
Financial-services aspects of a dispute, including payment processing — Australian Financial Complaints Authority (AFCA), afca.org.au, phone 1800 931 678.
Privacy — Office of the Australian Information Commissioner (OAIC), oaic.gov.au.
Advertising — Australian Communications and Media Authority (ACMA), acma.gov.au.

Bet-settlement disputes

Where a complaint concerns the settlement of a specific market, the official result published by the recognised governing body of the relevant sport or racing authority will be used as the controlling source. Where two recognised authorities publish different results, the rules of the specific market determine which source applies. Where a result is later changed by the governing body or racing authority after settlement, settlement may be revised in accordance with the rules of the specific market.

We may pause a payout or hold a bet while a settlement dispute is reviewed. We will keep you informed by email if a pause applies to your bet, with the reason and an expected timeframe for the review.

Integrity, AML/CTF and sanctions matters

Some matters cannot be discussed with you for legal reasons, including tipping-off restrictions under the AML/CTF Act 2006 (Cth) and confidentiality requirements relating to sports integrity. Where a legal restriction applies, we will tell you the general nature of the restriction without disclosing information that is itself restricted.

Records

We keep complaint records for seven years from the date of resolution, in line with applicable New South Wales licensing requirements and our AML/CTF program. You can request a copy of your own complaint file by contacting complaints@bookiepnice.com. Where personal information of another customer or third party is included in the file, that information will be redacted before the copy is sent to you.

Customers experiencing vulnerability

If you are experiencing vulnerability — for example, financial hardship, family or domestic violence, serious illness, mental health concerns, language difficulties, or signs of gambling harm — please tell us. We will adjust the complaints process where it is reasonable to do so, including by allowing more time to respond, by accepting communication through a representative you nominate, or by referring you to free support services.

Anonymous complaints

You may make a complaint anonymously. We will record and investigate anonymous complaints to the extent we are able, but we may not be able to respond to you, verify the details of your account, or provide a remedy that requires access to a specific account. Anonymous complaints relating to integrity matters can be sent to integrity@bookiepnice.com.