Complaints
We want to put things right. If you are unhappy with any part of our service, please tell us. This page explains how to make a complaint, how long we take to respond, and how to escalate to an independent body if you are not satisfied with our response.
Step 1 — Contact our support team
Most issues are resolved quickly. Contact us with the details below and we will acknowledge your complaint within 2 business days and aim to resolve it within 10 business days. If we need more time (for example, a complex investigation), we will tell you and keep you updated.
- Online: our Contact form — choose "Complaint".
- Email: support@traclie.bet
- Post: Complaints, Bonus Kingdom Pty Ltd, Principal place of business: Office 2898 G, 470 St Kilda Road, MELBOURNE VIC 3004
Please include your account name, what happened, when, and the outcome you are seeking. This helps us investigate quickly.
Step 2 — Escalate within Traclie
If you are not satisfied with the first response, ask for your complaint to be escalated to a senior manager. We will review it and provide a written final response, normally within a further 10 business days.
Step 3 — Independent dispute resolution
If we cannot resolve your complaint to your satisfaction, you can refer it — at no cost to you — to an independent body:
- Independent dispute-resolution provider — AFCA: the Australian Financial Complaints Authority is our appointed external dispute-resolution body. afca.org.au · 1800 931 678 · GPO Box 3, Melbourne VIC 3001.
- Regulator — VGCCC: Victorian Gambling and Casino Control Commission, the licensing authority for wagering in Victoria. vgccc.vic.gov.au · 1300 599 759.
- Privacy — OAIC: Office of the Australian Information Commissioner. oaic.gov.au · 1300 363 992.
- Advertising & media — ACMA: Australian Communications and Media Authority. acma.gov.au · 1300 850 115.
For gambling-harm support at any stage, contact Gambling Help Online on 1800 858 858 (free, confidential, 24/7).
How we handle your complaint
- We treat all complaints fairly, confidentially and without detriment to you for raising them.
- We keep records of complaints and use them to improve our service.
- We will not close or restrict your account because you have made a genuine complaint.