Complaints about this site go to [email protected]. Please include the URL in question, a short description of the problem, and (if relevant) the correct version of the information. We acknowledge receipt within 3 business days.
If a complaint about this site cannot be resolved directly with the editorial team, you can refer it to one of the following independent bodies:
- ACMA (Australian Communications and Media Authority) — acma.gov.au — for complaints about online content that may breach the Interactive Gambling Act 2001 or related content codes.
- ACCC (Australian Competition and Consumer Commission) — accc.gov.au — for complaints about misleading advertising claims or breaches of consumer law.
- Office of the Australian Information Commissioner (OAIC) — oaic.gov.au — for complaints about privacy, data handling, or breaches of the Australian Privacy Principles.
- State consumer-affairs regulators — if the complaint is about a specific service or purchase (not applicable here, but noted for completeness).
These bodies are independent of this site and operate under their own procedures and timelines. In most cases they will ask whether you have tried to resolve the complaint with us directly first — which is why the first step is always the editorial inbox.
We do not handle complaints about Lucky Hour or any other operator. If your issue is with the operator — an account block, a declined withdrawal, a disputed bonus, a KYC decision, a self-exclusion that is not being enforced — the first step is always the operator's support channel, followed by a formal written complaint if that does not resolve the issue. If the operator does not respond or the response is unsatisfactory, escalate to the licensing authority named on the operator's site. For Australian-facing operators, the relevant authorities are typically the Northern Territory Racing Commission or the state regulator that licenses the operator. For international licensees you may find a reference to the MGA (Malta), the Curaçao licensing body, or similar. We can help by pointing to the right authority, but we cannot pursue the complaint for you.
What the editorial team can do, in full:
- Correct factual mistakes on our pages, with a visible note describing what was changed.
- Add missing context or caveats to a page where the original wording turned out to be ambiguous.
- Remove outdated information that is no longer true (for example, a bonus that has ended or a payment method that has been dropped).
- Acknowledge receipt of your complaint in writing within three business days.
- Point you to the appropriate external body if the complaint is outside our remit.
That is the full scope. We cannot order operators to do anything, we cannot refund money, and we cannot override another organisation's decision.
If, after 10 business days, you believe your complaint has not been handled properly by the editorial team, you can escalate to one of the independent bodies listed under Alternative dispute resolution above. Keep the full thread history, timestamps, and any screenshots — external bodies ask for the paper trail first, and a complete record speeds the assessment up considerably. If your complaint is about privacy or data handling specifically, OAIC has an online complaint form that will walk you through the required information. If it is about advertising claims, ACCC has a reporting tool at accc.gov.au/report. Where multiple authorities might apply, you can lodge in parallel — they will coordinate between themselves.