Complaint handling

Last updated: 25 September 2026

Matters covered by the complaints process

The complaints process can be used for account access, market settlement, payments, privacy, responsible gambling, service quality or other concerns about BetExpress.

Include enough detail to identify the issue, such as relevant dates, event names, transaction references or previous correspondence. Do not include passwords.

Step 1 — Send the issue to support

Submit the complaint through the Contact page or the designated complaint channel. The complaint should be acknowledged and assigned for review.

Step 2 — Independent internal review

If the first response does not resolve the matter, request an internal review by a person who was not responsible for the original decision where practicable. The review should consider the account record, applicable rules and supporting information.

Step 3 — External escalation

Where an external dispute or regulatory pathway applies, the escalation route will depend on the nature of the complaint and the applicable regulatory requirements. BETEXPRESS PTY. LTD. is licensed as a Sports Bookmaker by the Northern Territory Racing and Wagering Commission under Sports Bookmaker Licence No. NT-RWC-SB-2017-0412.

Records, privacy and response information

Complaint records should be handled in line with the Privacy Policy and applicable recordkeeping requirements. Responses should explain the outcome, the main reasons and any further review options.

Operator: BETEXPRESS PTY. LTD. Sports Bookmaker Licence No. NT-RWC-SB-2017-0412, Northern Territory Racing and Wagering Commission.

Information to include in a complaint

Provide your name, the account email or another account reference, a concise description of the issue and the outcome you are seeking. Include dates, transaction or wager references and copies of relevant correspondence where available.

Do not include your password, full card number or other credentials that support staff do not need to investigate the complaint.

Acknowledgement and case reference

A formal complaint should be acknowledged within a reasonable period and given a reference that can be used in later correspondence. The acknowledgement should identify the channel for providing any additional evidence.

If the complaint cannot be understood from the initial information, support may ask focused questions before the substantive review begins.

How the review is carried out

The reviewer may examine account records, wager acceptance logs, market rules, payment records, support contacts and any documents provided by the customer. Where technical evidence is relevant, system timestamps and provider records may also be reviewed.

The investigation should focus on the issues raised and should not require unrelated personal information.

Expected response content

The written response should identify the decision, explain the main reasons and state any corrective action or next step. If only part of a complaint is accepted, the response should distinguish the accepted and rejected issues.

Where further review is available, the response should explain how to request it and any relevant time limit.

Urgent account or safety issues

Security, unauthorised-access and responsible-gambling concerns may require immediate account controls before the broader complaint review is complete. Raising a complaint does not prevent support from taking proportionate steps to protect the account or customer.

If there is an immediate threat to personal safety, contact emergency or crisis services in addition to notifying BetExpress.

Privacy during complaint handling

Complaint information should be shared only with staff, service providers, advisers or authorities who need it for the review, legal compliance or dispute resolution. Records should be stored and retained in accordance with the Privacy Policy.

If a complaint concerns privacy itself, the matter may be handled under both the complaints procedure and the applicable privacy process.

External review and regulatory pathways

An external complaint pathway depends on the operator, licence, jurisdiction and subject matter of the dispute. The correct regulator or dispute body must be confirmed from the operator's current verified authorisation rather than inferred from another wagering business.

Where an external pathway applies, the final internal response should provide the relevant contact details and explain any steps that must be completed before escalation.