Had an issue with Crown Resorts? Get a real response.
How to submit a complaint with Crown Resorts
To make a Crown Resorts complaint, the fastest route is the online feedback form — it creates a written record you can reference for follow-up. Crown Resorts operates Crown Melbourne, Crown Sydney and Crown Perth, and accepts complaints through several channels across Australia.
For complaints, written channels (online form or post) give you a paper trail. Always include dates, the property or venue, names of any staff involved, your booking or membership reference, and the outcome you want.
Online Feedback Form (Recommended)
- Submit via the Crown Resorts feedback form, or the property-specific Crown Melbourne feedback form.
- Click "Submit feedback" to open the online form, describe your complaint, and add your contact details.
- Keep the confirmation as your reference for any follow-up.
Contact Us Enquiry Form
- Use the Crown Resorts Contact Us form or the Crown Melbourne Contact Us form.
- A Guest Services representative will be in touch after you submit the enquiry.
By Phone (Property-Specific)
- Crown Melbourne: +61 3 9292 8888
- Crown Sydney: +61 2 8871 7188
- Crown Perth: 1800 556 688
By Post
- Write to Crown Resorts, 8 Whiteman Street, Southbank VIC 3006, Australia.
Note on email: Crown does not publish a general complaints email. The published address — hoax@crownresorts.com.au — is only for reporting scam activity falsely using the Crown name, not for complaints.
Responsible-gambling support (not a complaints line): Crown PlaySafe Centre 1800 801 098; Gambling Helpline 1800 858 858; gamblinghelponline.org.au.
Crown publishes a clear commitment for how complaints are handled and resolved. Here's what to expect once your complaint is lodged.
- Acknowledgement: Crown acknowledges your complaint as soon as practicable, and no later than 3 business days after receipt.
- Resolution timeframe: Crown endeavours to resolve complaints within 30 days of receipt.
- How it's handled: Complaints are investigated sensitively, recorded in Crown's Complaints Management System, and managed in line with applicable legal and regulatory requirements, with your privacy protected throughout.
- Who assists you: Guest Services representatives handle and route complaints; for casino or gaming matters, dedicated venue staff and Crown's responsible-gambling teams may be involved.
To speed things up: submit through a written channel, quote your booking or membership reference, attach supporting documents (receipts, booking confirmations, photos), and clearly state the resolution you want — refund, correction, or apology.
Common complaints against Crown Resorts
Drawn from public reviews of Crown's hotels and casino across ProductReview.com.au, Trustpilot, Tripadvisor and Booking.com, these are the recurring issues guests raise.
Billing and Refund Errors
- Guests charged a higher rate than the confirmed check-in rate.
- Charged for more rooms than actually booked.
- Refunds debited rather than credited, often requiring repeated follow-up.
Slow or Missing Refunds
- Refunds not appearing after multiple follow-ups.
- A Crown Casino refund dispute can drag on without a written paper trail.
Check-In and Booking Handling
- Long check-in waits on arrival.
- Bookings going missing from the system.
- Unfriendly greetings reported by some guests.
Casino Payout and Withdrawal Concerns
- Delays in paying out winnings.
- Disputes over withdrawal of casino funds.
Service Standards and Amenities
- Reduced service since COVID, such as fewer cafes or limited drink service.
- Cleanliness issues, including rubbish in hallways.
- Long waits for room service.
Navigation and Crowding
- The casino floor described as crowded, loud and hard to navigate.
- Limited help available from floor staff or security.
Sources: ProductReview – Crown Hotels · Trustpilot – Crown Melbourne · Tripadvisor – Crown Casino · Booking.com – Crown Metropol
Crown Resorts complaints submitted through Ajust
How other consumers Crown Resorts complaints got resolved
Refund Processed the Wrong Way
A guest reported Crown debited a refund amount instead of crediting it, leaving them effectively owing double. After multiple follow-ups, no refund had arrived.
Tip: Lodge in writing via the feedback form and attach the bank statement showing the incorrect debit.
Charged a Higher Rate Than Confirmed
A guest was charged more than the rate on their check-in confirmation, was assured it would be corrected, then had to chase the refund.
Tip: Ask for a written commitment and date for when the correction will appear.
Booking Quantity Error
A guest booked one room but was charged for three. Raising it at the front desk and in writing helped create a traceable record.
Tip: Screenshot the original booking confirmation and follow up in writing within the 30-day resolution window.
If your complaint isn't resolved within Crown's 30-day window, escalate through these steps in order.
1. Request Escalation in Writing
- Reply to your feedback acknowledgement and ask for the matter to be escalated to a manager or Guest Services team leader.
- Quote your original reference number.
2. Call the Property and Ask for a Supervisor
- Crown Melbourne: +61 3 9292 8888
- Crown Sydney: +61 2 8871 7188
- Crown Perth: 1800 556 688
3. Write to Crown Resorts Head Office
- Address your letter to Guest Services / Complaints Management, 8 Whiteman Street, Southbank VIC 3006.
4. Use the Responsible-Gambling Team for Gaming Issues
- For gaming or responsible-gambling matters, raise the issue with Crown's responsible-gambling team before going external.
5. Escalate Externally
- If still unresolved, take it to the relevant regulator or consumer-protection body (see below).
Where you escalate depends on the nature of your complaint and the state your Crown property is in.
Gambling, casino conduct and self-exclusion (Crown Melbourne, VIC):
- Victorian Gambling and Casino Control Commission (VGCCC) — the independent gambling regulator. Phone 1300 599 759. Make a complaint to the VGCCC online, by phone or by mailed form, including venue, dates, names and supporting documents.
Gambling matters in other states:
- NSW Independent Casino Commission (ICC) (Crown Sydney) — escalate gaming complaints via the ICC website.
- Gaming and Wagering Commission of WA (Crown Perth) — through the WA Dept of Local Government, Sport and Cultural Industries.
Consumer issues (billing, refunds, hotel bookings, misleading conduct):
- Consumer Affairs Victoria (Crown Melbourne) — 1300 558 181, via the Consumer Affairs Victoria website.
- NSW Fair Trading (Crown Sydney) — 13 32 20, via NSW Fair Trading.
- Consumer Protection WA (Crown Perth) — 1300 304 054, via Consumer Protection WA.
- ACCC (national) — for misleading or deceptive conduct under Australian Consumer Law, via the ACCC website.
- Crown Resorts Contact Us: General enquiry form for non-urgent matters.
- Crown Melbourne Contact Us: Melbourne enquiry form for property-specific issues.
- Corporate directory: Crown Resorts corporate directory for the right department.
- Crown PlaySafe Centre: 1800 801 098 — responsible-gambling support, not complaints.
- Gambling Helpline: 1800 858 858 — confidential national support line.
- Postal address: 8 Whiteman Street, Southbank VIC 3006 — for written complaints.
Crown Resorts Complaints FAQs
How long does Crown Resorts take to resolve a complaint?
Crown Resorts aims to resolve complaints within 30 days of receipt, and acknowledges your complaint within 3 business days. To stay on track, lodge in writing, quote your reference number, and note the 30-day window so you know exactly when to escalate if nothing has changed.
What is the best way to make a Crown Resorts complaint?
The online feedback form is the best way to make a Crown Resorts complaint, because it creates a written record you can reference later. Include dates, the property (Melbourne, Sydney or Perth), staff names, your booking or membership reference, and the outcome you want. Keep the confirmation for follow-up.
Who do I escalate a Crown Resorts complaint to if it isn't resolved?
If a Crown Resorts complaint stalls past 30 days, escalate to the regulator for your state and issue type. Gambling matters go to the VGCCC (Melbourne), ICC (Sydney) or WA's Gaming and Wagering Commission. Billing or booking disputes go to Consumer Affairs Victoria, NSW Fair Trading, Consumer Protection WA, or the ACCC.
Can I email Crown Resorts to make a complaint?
No, Crown Resorts does not publish a general email address for complaints. The only published address, hoax@crownresorts.com.au, is solely for reporting scams that misuse the Crown name. For a complaint, use the online feedback form, the Contact Us form, post, or a property phone line instead.
You’ve done your part, now it’s time to hold Crown Resorts accountable.
Take the final step and submit a complaint that gets seen and responded to.