Complaints & dispute resolution
Last reviewed: 1 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.
Most complaints are resolved within a few business days. The process below explains how complaints are handled and escalated under our internal procedures and applicable Northern Territory licensing requirements.
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 5, 19 Smith Street, Darwin NT 0800, Australia
We will acknowledge your complaint within one business day and aim to resolve it within seven business days.
If a complaint requires further investigation, such as an integrity review, payment review or third-party processor dispute, we will keep you updated and aim to conclude the matter within 28 calendar days.
Step 2. Internal review
If you are not satisfied with the initial response, reply to the same email thread and ask for an Internal Review.
A senior team member who was not involved in the original decision will review the complaint again and respond in writing.
Step 3. Independent escalation
If you remain unsatisfied after the Internal Review, you may escalate the matter to the relevant external body.
For wagering-related disputes, you may contact the Northern Territory Racing Commission (NTRC), our licensing regulator. The NTRC may review eligible disputes involving licensed wagering operators. Details are available at nt.gov.au/industry/gambling.
For privacy-related complaints, you may contact the Office of the Australian Information Commissioner at oaic.gov.au.
For complaints about wagering advertising or communications, information is available from 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 keep complaint records for seven years from the date of resolution, in line with applicable Northern Territory licensing requirements.
You can request a copy of your own complaint file by contacting complaints@bookiprice.com.
