AV Casino Complaint Forms, Evidence and Review Timelines

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Use ordinary support first when an issue can still be handled as a support request. If the matter remains unresolved and requires formal review, it can move into the AV Casino complaints process.

A formal complaint can be submitted through the online complaint form or the downloadable Complaint form using the published complaint channel.

Complaints should be submitted within six months. Include your full name, username, registered email and a clear description of the issue with relevant dates and times.

A complaint can be acknowledged within one week, while resolution can take up to four weeks. Acknowledgement and resolution are separate stages and neither timing window guarantees a particular outcome.

Use Support First, Then the Formal Complaint Process

Ordinary support should be used first when the issue can still be handled as a support request. The formal complaint process is the next procedural route when an unresolved matter requires formal review.

A formal complaint is different from continuing a routine support conversation. Moving to the complaint process also does not guarantee a different or favourable outcome.

Submit Through the Online Form or Downloadable Complaint Form

Two formal complaint formats are available: the online complaint form and the downloadable Complaint form.

1. Use the online complaint form or obtain the downloadable Complaint form.
2. Complete the required account and contact details.
3. Describe the complaint and add the relevant dates and times.
4. Add supporting evidence that is relevant to the matter.
5. Submit the completed complaint through the published complaint channel.

The complaint route should be taken from the published form process. An email address, postal route or telephone complaint channel should not be inferred where one is not provided through that process.

Submit the Complaint Within Six Months

A formal complaint should be submitted within six months. This is the published filing window for making the complaint.

The six-month period is not the complaint resolution time and should not be confused with the separate acknowledgement, review or extension periods.

Include the Required Account and Contact Details

The complaint should identify the account and explain the matter clearly. Include the full name, username and registered email connected with the account.

• Full name
• Username
• Registered email
• Clear description of the complaint
• Relevant dates
• Relevant times

Additional payment or transaction details should be included when they are relevant to the complaint rather than treated as mandatory information for every case.

Add Evidence Relevant to the Complaint

Supporting evidence can help establish what happened and provide context for the formal review. Use material that is directly relevant to the complaint.

• Transaction records where the complaint concerns a transaction
• Screenshots that show relevant information
• Chat logs from previous support contact where relevant
• Other supporting evidence directly connected with the complaint

Not every evidence type is required for every complaint. The material included should match the issue being raised rather than adding unrelated documents by default.

Acknowledgement and Resolution Are Different Stages

A complaint can be acknowledged within one week. Resolution can take up to four weeks, so the acknowledgement stage should not be treated as the final complaint decision.

Acknowledgement confirms that the complaint has entered the process. The later resolution stage covers the outcome of the formal review.

• Acknowledgement: within one week.
• Resolution: up to four weeks.

These timelines describe different procedural stages and do not guarantee that the final decision will be favourable.

Complex Cases Can Receive One Additional Four-Week Extension

A complex complaint can receive one additional four-week extension when further review is needed.

• The extension applies to a complex case rather than automatically to every complaint.
• The additional period is four weeks.
• One additional four-week extension is the stated extension.
• An extension does not indicate what the final complaint decision will be.

Responsible-Gambling Complaints Receive Priority Handling

Responsible-gambling complaints are prioritised within five business days. This priority rule is separate from promotional or general account activity and should be treated as a serious complaint-handling measure.

Priority handling should not be read as a guarantee that the final complaint outcome will be favourable or that every stage of the process will be completed within that period.

Review the Applicable Terms Without Treating Them as an Outcome Guarantee

The complaint procedure operates within the wider contractual rules that apply to the account and the matter under review.

The applicable complaint rules set the wider contractual framework without guaranteeing a particular complaint outcome.

The complaint process does not create a guaranteed refund, compensation payment or favourable decision.

Common Complaint Situations

Support Has Not Resolved the Issue

If ordinary support handling has not resolved the matter and formal review is needed, move to the formal complaint process. Filing a complaint does not guarantee a particular result.

You Are Preparing the Complaint Form

Prepare your full name, username, registered email, a clear description of the complaint and the relevant dates and times before submission. Unsupported account identifiers should not be added as mandatory fields.

The Complaint Concerns a Transaction or Previous Support Contact

Add evidence that is relevant to the dispute, such as transaction records, screenshots or chat logs. Not every evidence type is required for every complaint.

The Complaint Was Acknowledged but Is Not Yet Resolved

Acknowledgement and resolution are separate stages. A complaint can be acknowledged within one week, while resolution can take up to four weeks.

The Case Is Complex

A complex case can receive one additional four-week extension for further review. The extension is conditional and does not determine the final outcome.

FAQ – AV Casino Complaints

When Should I Move From Support to a Formal Complaint?

Use ordinary support first when the matter is still a support issue. Move to the formal complaint process when the unresolved matter requires formal review.

How Can I Submit a Formal Complaint?

A formal complaint can be submitted through the online complaint form or the downloadable Complaint form using the published complaint channel.

How Long Do I Have to Submit a Complaint?

A complaint should be submitted within six months.

Which Details Must Be Included?

Include your full name, username, registered email, a clear description of the complaint and the relevant dates and times.

What Evidence Can Support a Complaint?

Relevant evidence can include transaction records, screenshots and chat logs. The evidence should match the issue rather than every item being treated as mandatory.

How Long Does Complaint Acknowledgement Take?

A complaint can be acknowledged within one week. This is the acknowledgement stage rather than the final resolution.

How Long Can Complaint Resolution Take?

Complaint resolution can take up to four weeks. This period is separate from the acknowledgement window.

Can a Complex Complaint Take Longer?

Yes. A complex case can receive one additional four-week extension for further review.

Are Responsible-Gambling Complaints Prioritised?

Yes. Responsible-gambling complaints are prioritised within five business days, but this should not be treated as a guarantee of final resolution or a favourable outcome within that period.

Does the Complaint Process Guarantee Compensation or a Refund?

No. The complaint process does not guarantee compensation, a refund or another favourable outcome.