Complaints process
Every complaint is reviewed carefully, with the aim of reaching a fair, timely and clearly explained outcome.
Matters covered by our complaints process
- Decisions involving account registration, restriction or closure.
- Questions about whether a bet was accepted, settled or voided.
- Deposits, withdrawals and other account transactions.
- Identity checks and KYC reviews.
- Safer gambling controls, including limits, breaks and self-exclusion.
- Promotional or marketing messages.
- Privacy concerns and use of personal information.
- Other issues relating to our service.
Step 1 — Send the issue to support
Email [email protected] with the subject line "Complaint".
Include the following details:
- your complete legal name;
- the email linked to your account;
- any relevant bet, transaction or reference number;
- the date the issue occurred;
- a concise explanation of the events;
- supporting screenshots or documents, where available.
Step 2 — Internal assessment
We will confirm receipt, examine relevant account records, transactions and communications, then provide a response within a reasonable timeframe. For complex matters, progress updates will be supplied. We aim to close most cases within 28 days.
Step 3 — External escalation
If you are not satisfied with our response, you may escalate the matter to the relevant regulator. For wagering complaints, this is the Northern Territory Racing and Wagering Commission (nt.gov.au/industry/gambling). Privacy complaints may also be referred to the Office of the Australian Information Commissioner (oaic.gov.au).
chasebet.co is operated by PUNTAA PTY. LTD., licensed as a Sports Bookmaker by the Northern Territory Racing and Wagering Commission under the Racing and Betting Act 1983 (NT). Sports Bookmaker Licence No. NT-RWC-SB-2017-0412. The service is available only to Australian residents aged 18 and over.