Had an issue with Sportsbet? Get a real response.
How to submit a complaint with Sportsbet
Follow these quick and easy steps to lodge your Sportsbet complaint:
1. Live Chat or Phone (Recommended First Step)
- Live Chat: Available from 6am–Midnight (AEST) via Sportsbet’s website or app.
- Phone: Call Sportsbet Customer Service at 1800 990 907 (24/7 free call within Australia). Have your account username or ID, and bet details (bet ID, date, event) ready.
2. Submit a Written Complaint (Email)
- If initial resolution fails, email your detailed complaint to complaints@sportsbet.com.au.
- Clearly state your full name, username/account ID, previous interaction reference numbers, and issue details. Expect a reply within approximately 48 hours.
3. In-App Help
- Access help via the Sportsbet app (My Account > Help & Support) for live chat or requesting a callback, ideal for mobile convenience.
4. Responsible Gambling Team
- For responsible gambling issues (self-exclusion, deposit limits), call the specialised team at (02) 8000 5711 for dedicated, confidential support.
Sportsbet follows a structured complaint resolution process designed to resolve your issues efficiently:
Initial Resolution (Immediate)
- Customer service agents quickly address simpler issues (account verification, bet queries) during your first contact.
- Immediate resolutions are common for minor issues; always request a complaint reference number if unresolved initially.
Escalation to Complaints Team
- Serious or unresolved complaints are escalated internally. A separate Complaints Officer investigates and responds within 48 hours via email, explaining outcomes clearly.
Final Internal Review
- If still unsatisfied, you can request further review by a senior manager.
- Throughout this process, Sportsbet maintains transparent communication, documenting interactions carefully in case external escalation becomes necessary.
Common complaints against Sportsbet
Sportsbet customers commonly encounter these issues:
Delayed or Non-Payment of Winnings
- Issues include delays in payout, reversed winnings, or confusion over adjusted odds (e.g., void legs in multis). Sportsbet generally resolves these through investigations and eventual payment, but delays cause frustration.
Account Restrictions or Closures
- Sportsbet sometimes restricts or closes accounts after sustained wins or bonus usage. Customers often feel unfairly penalised. However, Sportsbet typically stands firm, citing terms and trading decisions.
Bet Settlement Disputes
- Common disputes arise from misunderstood settlement rules, voided bets, odds changes, or payout adjustments. Sportsbet resolves by clarifying rules or adjusting errors. Unresolved cases often escalate externally.
Withdrawal Verification Issues
- Mandatory ID verification for withdrawals causes delays or confusion. Sportsbet insists verification is security-related but customers often perceive this as unnecessary obstacles.
Technical Glitches & App Issues
- App crashes, live betting glitches, cash-out feature failures, or live-streaming issues generate frequent complaints. Sportsbet may offer goodwill compensations in such cases, resolving promptly once reported.
Complaints submitted through Ajust
I placed a winning multi using Sportsbet’s power-up feature and got a message days later saying it was void because the events were related. Then they locked my account and froze access to my money. I couldn’t even cash out my live bets. This felt like changing the rules after the fact, and I still don’t have answers. - Ross
My bet clearly won, but Sportsbet refused to pay it out, saying it didn’t qualify-even though it met all the listed criteria. I checked the rules, and I know I was in the right. It’s frustrating to feel like they can just ignore valid claims without a clear reason. - David
My son’s account sat locked for over a year because of ID issues, even though the money had already been deposited. No one followed up, and when I tried to help, I was shut down by rude customer service-even with him present. It was a birthday gift and turned into a long, upsetting mess. - Leanne
I reported a serious underage gambling issue, someone used their parent’s name to bet through Sportsbet and no ID was ever checked. It’s alarming that a platform this big doesn’t have the right safeguards in place. They need to take this more seriously. - Caidyn
How other consumers Sportsbet complaints got resolved
Withdrawal Dispute – Regulator Pressure: A customer’s $230 withdrawal disappeared between Sportsbet and the bank. After threatening escalation to NT Racing Commission, Sportsbet identified a transaction glitch, resolved it promptly, and provided additional compensation.
AFL Betting Market Controversy: Sportsbet voided AFL bets, citing pricing errors, angering customers who won fairly. The NT Racing Commission eventually mandated payout. Customers received rightful winnings, proving external escalation can correct unfair outcomes.
App Cash-out Glitch (Goodwill Resolution): A punter’s cash-out attempt failed due to an app glitch, causing a loss. Sportsbet reviewed logs, admitted fault, and granted compensation equal to lost cash-out amount as a goodwill bonus.
Use these escalation pathways if initial responses fail:
- Request Supervisor Review: On calls or chat, politely ask for a manager or supervisor if initial agent solutions aren't satisfactory.
- Formal Complaint: Explicitly label email communications as a formal complaint under Sportsbet’s Internal Dispute Resolution (IDR) process.
- ACCC/Consumer Affairs: Report misleading promotions or breaches of consumer rights. Useful for regulatory breaches rather than specific bet outcomes.
- Media & Forums: Raise public awareness if your legitimate complaint isn't addressed.
Key external regulatory bodies to escalate unresolved issues:
- Australian Communications and Media Authority (ACMA):
For regulatory breaches involving illegal betting options or advertising targeting self-excluded individuals. - Australian Financial Complaints Authority (AFCA):
Typically not applicable for gambling disputes. Sportsbet-related financial issues usually routed via NT Commission instead. - State Gambling Regulators:
Rarely involved unless concerning regional advertising breaches or local gambling codes (e.g., SA's responsible gambling standards). - Problem Gambling Support:
Gambling Help Online (1800 858 858) provides external advocacy and support if responsible gambling mechanisms fail or are mishandled by Sportsbet.
Access these official resources for rapid Sportsbet support:
Sportsbet Complaints FAQs
How do I start a complaint with Sportsbet the fastest way?
The quickest way to lodge a complaint with Sportsbet is via Live Chat or phone. These channels offer immediate access to support agents. Sportsbet’s Live Chat is available daily from 6am to midnight (AEST), while their phone line (1800 990 907) is open 24/7. Prepare your account ID and bet details before contacting them to speed things up and ensure your issue is directed to the right team.
What should I do if Sportsbet doesn’t resolve my complaint?
If Sportsbet doesn’t resolve your issue, escalate it by emailing a formal complaint to complaints@sportsbet.com.au. Clearly label it as a formal complaint and include your account info, previous contact history, and a full issue summary. If unsatisfied with their response, you can request a review by a senior manager or escalate to the NT Racing Commission, the relevant industry regulator for gambling complaints in Australia.
What types of Sportsbet complaints are most common?
The most common Sportsbet complaints include delayed or missing payouts, bet settlement disputes, account restrictions, and app glitches. Customers often raise issues around voided multis, technical errors during live betting, and withdrawal verification delays. While most are resolved internally, unresolved or serious cases may benefit from external escalation for fair outcomes.
Can Ajust help with my Sportsbet complaint?
Yes, Ajust helps you turn frustrating Sportsbet issues into clear, formal complaints that get noticed. Ajust removes the stress by writing the complaint for you, escalating if needed, and pushing for a resolution (like a payout or explanation). It’s faster and more effective than going it alone, especially if you've hit a dead-end or don't have time to chase support.
You’ve done your part, now it’s time to hold Sportsbet accountable.
Take the final step and submit a complaint that gets seen and responded to.