Complaints & dispute resolution
Last reviewed: 22 May 2026.
If something has gone wrong, please get in touch. For general account assistance, email support@tradiae.bet. To lodge a formal complaint, write to complaints@tradiae.bet.
Our service standards
We acknowledge every complaint within two business days of receipt. We aim to resolve complaints within 21 calendar days, extending to 45 calendar days for complex matters that require external input, an integrity review, or a deeper investigation. Where additional time is required, we will write to you with the reason and a revised target date.
Step 1 — Tell us what happened
Email complaints@tradiae.bet and include:
- Your full name and account ID.
- The date and time of the issue.
- The wager, transaction or interaction concerned. A screenshot or bet reference helps.
- A clear summary of what occurred.
- The resolution you would like.
You may also write to us at:
Bonus Kingdom Pty Ltd
c/- LBW Business & Wealth Advisors, 35-37 Gordon Avenue, Geelong West VIC 3218, Australia
Step 2 — Internal review (tier 1)
A member of our customer-service team reviews the complaint and responds in writing. Most complaints are resolved at this point.
Step 3 — Compliance review (tier 2)
If the tier-1 outcome does not satisfy you, reply on the same email thread and ask for an Internal Review. A senior compliance officer who was not involved in the original decision will re-examine the complaint and reply in writing.
Step 4 — External escalation
If you remain dissatisfied after the Compliance Review, the matter can be escalated externally.
Wagering disputes
Wagering disputes may be referred to the Victorian Gambling and Casino Control Commission (VGCCC), our licensing regulator. Current contact information is published at vgccc.vic.gov.au. The VGCCC can also be contacted by post at GPO Box 1988, Melbourne VIC 3001.
Payment-services aspects (debit transactions, refunds)
The Australian Financial Complaints Authority (AFCA) may accept eligible complaints relating to payment-services elements of your Account. AFCA can be reached at afca.org.au or on 1800 931 678.
Privacy complaints
Privacy complaints can be referred to the Office of the Australian Information Commissioner (OAIC) at oaic.gov.au.
Advertising and communications
Complaints about a specific advertisement may be referred to the Australian Communications and Media Authority (ACMA) at acma.gov.au where applicable.
Wager-settlement disputes
Where a dispute concerns the settlement of a specific market, the official result published by the recognised governing body of the relevant sport or racing authority will be used as the controlling source.
Where two recognised authorities publish conflicting results, the rule attached to the specific market determines which source applies.
Recordkeeping
We retain complaint records for at least seven years from the date of resolution, consistent with the requirements of Victorian licensing conditions and the Anti-Money Laundering and Counter-Terrorism Financing Act 2006 (Cth).
You can request a copy of your own complaint file by emailing complaints@tradiae.bet.
Privacy of complaint material
Complaint information is handled in accordance with our privacy collection statement. We disclose complaint information to third parties only where this is necessary for investigation, for escalation to a regulator or court, or where the law requires us to do so.
