Complaints & dispute resolution
Last reviewed: 22 May 2026.
If something has gone wrong, please contact us. For general account support, email support@bookiprice.com. For formal complaints, email complaints@bookiprice.com.
Service standards
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 that require third-party input, integrity review or extended investigation. Where additional time is required, we will write to you with an explanation and a revised target date.
Step 1. Tell us
Email complaints@bookiprice.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 can help.
- A clear description of what happened.
- The outcome you are seeking.
You may also write to us at:
BookiePrice Pty Ltd
Level 3, 91 Phillip Street, Parramatta NSW 2150, Australia
Step 2. Internal review (tier 1)
A member of our customer support team reviews the complaint and will respond in writing. Most complaints are resolved at this stage.
Step 3. Compliance review (tier 2)
If you are not satisfied with the initial response, reply to the same email thread and ask for an Internal Review. A senior compliance team member who was not involved in the original decision will review the complaint again and respond in writing.
Step 4. External escalation
If you remain dissatisfied after the Compliance Review, you may escalate the matter to the relevant external body.
Wagering disputes
Wagering disputes may be referred to Liquor & Gaming NSW, our licensing regulator. 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 (debit transactions, refunds)
The Australian Financial Complaints Authority (AFCA) may accept eligible complaints relating to payment-services aspects of your wagering Account. AFCA can be contacted at afca.org.au or on 1800 931 678.
Privacy complaints
Privacy complaints can be referred to the Office of the Australian Information Commissioner (OAIC) at oaic.gov.au.
Advertising and communications
Complaints about a specific advertisement may be referred to the Australian Communications and Media Authority (ACMA) at acma.gov.au where applicable.
Bet settlement disputes
Where a dispute 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 will determine which source applies.
Records
We retain complaint records for at least seven years from the date of resolution, in line with applicable New South Wales licensing requirements and the Anti-Money Laundering and Counter-Terrorism Financing Act 2006 (Cth).
You can request a copy of your own complaint file by contacting complaints@bookiprice.com.
Privacy of complaint information
Complaint information is handled in accordance with our Privacy Policy. We disclose complaint information to third parties only where required for investigation, escalation to a regulator or court, or where required by law.
