Complaints
A clear, fair process — and how to escalate to the regulator if we can't resolve it.
We want every customer to be treated fairly. If something has gone wrong, please tell us — most issues are resolved quickly. This page sets out exactly how to complain, how long we take, and how to escalate if you are not satisfied. Making a complaint is free, and we keep a written record of every complaint and its outcome.
Step 1 — Contact us
Raise your complaint through any of the following. Please include your account name, the date of the issue, and what outcome you are seeking.
- Online form: Contact Us (select "Make a complaint").
- Email: support@marantelibet.com
- Post: Complaints, MarantelliBet Partnership, 144 Hildebrand Road, COTTLES BRIDGE VIC 3099.
Step 2 — Acknowledgement & response timeframes
- We acknowledge complaints within 2 business days of receipt.
- We aim to resolve straightforward complaints within 10 business days.
- If a complaint is complex and needs more time, we will tell you why and give an expected timeframe, generally no longer than 45 days.
- We will give you our decision and the reasons for it in writing.
Step 3 — Internal escalation
If you are not satisfied with the first response, you can ask for the complaint to be escalated to a senior staff member for review. We will confirm the outcome of that review to you in writing.
Step 4 — External escalation
If your complaint remains unresolved after our internal process, you can escalate it externally:
- Regulator — Victorian Gambling and Casino Control Commission (VGCCC) (VGCCC),
which oversees licensed wagering in Victoria, Australia:
- Phone: 1300 599 759
- Email: contact@vgccc.vic.gov.au
- Post: GPO Box 1988, Melbourne VIC 3001
- Web: vgccc.vic.gov.au
- ACMA — the Australian Communications and Media Authority handles complaints about prohibited or unlicensed interactive gambling services: acma.gov.au.
Using our complaints process does not affect any other legal rights you have.
If your complaint is about gambling harm
For confidential support, contact Gambling Help Online on 1800 858 858 (24/7) or visit gamblinghelponline.org.au.