Pokies

New

Complaints

We take every concern seriously. If something hasn't gone the way you expected, this page explains how to raise a formal complaint with us and what you can expect throughout the process.

Raising a Complaint with Us

At Mybet9 Casino, we want every interaction with our platform to be a positive one. We understand, however, that issues can sometimes arise - whether that involves a technical problem, an account-related matter, or a question about a transaction. When they do, we want to hear from you.

To lodge a complaint, please reach out to our customer support team through the contact methods listed on our Contact Us page. Our team is available around the clock to assist you.

Steps to Follow

Gather the relevant details about your concern before getting in touch.
Contact our support team and clearly describe the issue you experienced.
Provide any supporting information that may help us investigate promptly.
Allow our team the time needed to review and respond to your complaint.

Information to Include

To help us investigate and resolve your complaint as efficiently as possible, please include the following details when you get in touch.

Your registered username or the email address linked to your account with us.
The date and time the issue occurred.
A clear description of the problem and the outcome you are seeking.
Any relevant reference numbers, such as transaction IDs or game round identifiers.
Screenshots or other supporting documentation, if available.

Providing complete information upfront allows us to get to the bottom of your concern without unnecessary delays or back-and-forth.

How We Review and Resolve Complaints

Once we receive your complaint, our team will acknowledge it and begin a thorough review. We treat all complaints fairly and with full confidentiality.

Our Review Process

Acknowledgement - We confirm receipt of your complaint and let you know it is being looked into.
Investigation - Our team gathers the relevant information, which may include reviewing account activity, transaction records, and system logs.
Resolution - We provide you with a full response outlining our findings and, where appropriate, the action we are taking.

We aim to resolve the majority of complaints within a reasonable timeframe. More complex matters may take longer, and we will keep you informed of progress along the way.

If You Are Not Satisfied

We hope to resolve every complaint to your satisfaction. If you feel that the outcome we have provided does not adequately address your concern, you may request that your complaint be reviewed at a higher level within our team.

Should you remain dissatisfied after our internal review process is complete, you may have the option to refer your complaint to a relevant external dispute resolution body. We will provide guidance on this option where applicable.

Acting in Good Faith

We ask that all complaints be raised in good faith and relate to genuine concerns about our services. We reserve the right to decline complaints that are frivolous, vexatious, or that have already been thoroughly investigated and resolved.

Our Commitment to You

Our goal is to operate a fair, transparent, and enjoyable gaming environment for every player. Your feedback - including complaints - helps us identify areas for improvement and address the things that matter most to our community.

We are committed to handling every complaint with professionalism, care, and respect. We will always aim to communicate clearly, act promptly, and reach outcomes that are fair for everyone involved.

If you have a concern today, we encourage you to reach out. We are here to help, and we appreciate you giving us the opportunity to make things right.