Complaints & Dispute Resolution
If something has gone wrong, we want to hear about it. The steps below set out how to make a complaint, and how to escalate it, at no cost to you.
Last updated: 11 June 2026
Step 1 — Contact us
Email concierge@jimmybet.co with your account name, the date on which the problem arose and the resolution you are seeking. We acknowledge complaints within 2 business days.
Step 2 — Internal review
If our initial reply does not resolve the matter, you can ask us to escalate it to a senior complaints officer. We aim to provide a final written response, including our reasons, within 14 days.
Step 3 — External resolution
If our final response does not satisfy you, or we have not provided one within 45 days, you may refer the matter — at no cost — to the relevant body listed below.
Wagering and account complaints
If you believe we have breached the law, you can approach the regulator at any time, at no cost, without needing to wait.
Victorian Gambling and Casino Control Commission (VGCCC)
GPO Box 1988, Melbourne VIC 3001
Phone: 1300 182 457
Email: contact@vgccc.vic.gov.au
Web: vgccc.vic.gov.au
Racing and sport integrity complaints
Sport Integrity Australia
Phone: 13 000 27232 (13 000 ASADA)
Web: sportintegrity.gov.au
Alternatively, the relevant racing controlling body — Racing Australia, Greyhounds Australasia or Harness Racing Australia.
Advertising standards
Ad Standards (formerly ASB)
Phone: (02) 6173 1500
Web: adstandards.com.au
Privacy complaints
Office of the Australian Information Commissioner (OAIC)
Phone: 1300 363 992
Web: oaic.gov.au
General consumer complaints
Australian Competition and Consumer Commission (ACCC)
Phone: 1300 302 502
Web: accc.gov.au
Funds held during a dispute
While we are investigating a complaint, the portion of your withdrawable balance that is not in dispute remains available to you. We will not close or restrict your account merely because you have raised a complaint.