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Complaints

At Casinochan Casino, we aim to give every player a smooth and enjoyable experience. When something goes wrong, we want to hear about it. This page explains how to raise a concern, what to expect from our review process, and what options are available if you feel your complaint has not been resolved to your satisfaction.

How to Raise a Complaint

If you have a concern about any aspect of your account with us - including gameplay, promotions, withdrawals, or account management - our support team is your first point of contact. We encourage you to reach out as soon as possible so we can look into the matter without delay.

You can get in touch through the live chat function available on our site or by submitting a message via our Help Centre. Our support team is available around the clock to assist Australian players.

What to Include

To help us investigate your complaint as quickly as possible, please provide as much relevant detail as you can when you get in touch.

Your registered username or the email address linked to your account with us
A clear description of the issue and when it occurred
Any transaction IDs, game round references, or promotion details that are relevant
Screenshots or supporting documentation, where available

Our Review Process

Once we receive your complaint, a member of our team will acknowledge it and begin an investigation. We treat every complaint with care and aim to provide a full response in a reasonable timeframe. The time required to resolve a complaint will depend on its complexity, but we will keep you informed of progress along the way.

Stages of Review

Initial acknowledgement from our support team
Investigation by the relevant department - this may include reviewing account activity, transaction history, or game logs
A written response outlining our findings and any action taken
If applicable, a follow-up to confirm the matter has been resolved to your satisfaction

We ask that you allow our team adequate time to carry out a thorough review before escalating a complaint. In most cases, issues can be resolved at this stage.

Escalating Your Complaint

If you have gone through our internal complaints process and remain unsatisfied with the outcome, you have the right to escalate your complaint further. Casinochan Casino operates under a valid gaming licence, and players may refer unresolved disputes to the appropriate independent regulatory authority or alternative dispute resolution (ADR) service.

Details of the relevant regulatory body and ADR process are available in our Terms and Conditions. We fully cooperate with any external review and will provide all necessary information to facilitate a fair and transparent resolution.

Responsible and Fair Play

We believe every player deserves to be treated fairly. Our complaints process is designed to be straightforward, transparent, and free from bias. We do not penalise players for raising legitimate concerns, and all complaints are handled confidentially in accordance with our Privacy Policy.

If your complaint relates to problem gambling, account restrictions, or self-exclusion, please visit our Responsible Gaming page for dedicated support options available to Australian players.

Our Commitment to You

Casinochan Casino is committed to maintaining a high standard of player care. We view every complaint as an opportunity to improve our service. Your feedback matters to us, and we take each concern seriously regardless of its size or nature.

We thank you for bringing issues to our attention through the proper channels. Our goal is always to reach a fair outcome that reflects our values of integrity, transparency, and respect for our players.

All complaints are logged and reviewed internally
We aim to acknowledge every complaint promptly
Players are kept informed throughout the review process
Escalation options are available if internal resolution is not achieved