Complaints & Disputes

Last updated: 28 May 2026

PAIMERBETT is operated by Paimer Bookmaking Pty Ltd (ABN 89 154 794 411 · ACN 154 794 411), licensed by Liquor & Gaming NSW under wagering licence 5521/2023/WB, registered at C/- Canterbury Raceway, 98 King Street, Canterbury NSW 2193. We take every complaint seriously and aim to resolve issues fairly, transparently and promptly.

Before you lodge a complaint

Please check our Terms & Conditions and Responsible Gambling Policy first — many common questions are answered there. If your concern is about gambling harm or your account limits, you can also speak with our support team directly and ask for help with your responsible-gambling settings.

Step 1 — Contact our support team

Most issues are resolved quickly at first contact. Reach us by any of the following:

To help us resolve your complaint as quickly as possible, please include:

• Your full name and the email address registered on your account.
• A clear description of what happened and the outcome you are seeking.
• Relevant dates, bet reference numbers, transaction IDs or screenshots.

We will acknowledge your complaint within 5 business days of receiving it.

Step 2 — Formal complaint review

If your complaint is not resolved to your satisfaction at Step 1, or if you have not received a response within 5 business days, you may request a formal review. Please state clearly in your message that you wish to escalate to a formal complaint.

Our Compliance team will:

• Confirm receipt of your formal complaint in writing within 5 business days.
• Conduct a thorough, impartial investigation of your complaint.
• Provide a written final decision within 30 calendar days of receiving your formal complaint. In complex cases where more time is required, we will notify you in writing before the 30-day period expires and give you an updated timeframe.

Our final decision will set out our findings, the reasons for our conclusion, and any action we are taking.

Step 3 — External escalation

If you are not satisfied with our final decision, or if we fail to issue a final decision within 30 calendar days of receiving your formal complaint, you may escalate the matter externally.

Wagering licence regulator

Consumer protection

For consumer protection matters, you may also contact the Australian Competition and Consumer Commission (ACCC) at accc.gov.au.

Fair trading

NSW Fair Trading handles disputes relating to consumer dealings in New South Wales: fairtrading.nsw.gov.au.

Our regulator

PAIMERBETT is licensed and supervised by Liquor & Gaming NSW under wagering licence 5521/2023/WB. Liquor & Gaming NSW has jurisdiction over licensed bookmakers operating from New South Wales. Our full legal details:

• Legal entity: Paimer Bookmaking Pty Ltd
• ABN: 89 154 794 411
• ACN: 154 794 411
• Wagering licence: 5521/2023/WB
• Regulator: Liquor & Gaming NSW
• Principal place of business: C/- Canterbury Raceway, 98 King Street, Canterbury NSW 2193

Bet disputes

For disputes about the settlement of a specific bet, the official result declared by the relevant controlling body (for example, Racing NSW, Racing Australia, or the relevant sport's governing body) is final and determinative.

Where an obvious pricing or data error occurred, or where a market is declared void, we will contact you and return any void stake. Full details are in our Terms & Conditions — Bets, odds & errors.

For disputes about race results, you may also raise the matter with the relevant racing controlling body (for example Racing NSW for thoroughbred racing).

Privacy complaints

If your complaint concerns how we handle your personal information, you may also raise it with the Office of the Australian Information Commissioner (OAIC) at oaic.gov.au after you have first given us a reasonable opportunity to resolve it. See our Privacy Policy for details of our Privacy Officer contact.

Gambling harm — immediate support

If your complaint relates to gambling harm, account closure, self-exclusion, or deposit limits, please tell us and we will treat it with priority. Free and confidential support is also available around the clock:

• Gambling Help Online: 1800 858 858 · gamblinghelponline.org.au — free 24/7 counselling by phone and chat.
• BetStop (National Self-Exclusion Register): betstop.gov.au — self-exclude from all licensed Australian online operators at once.
• Lifeline: 13 11 14 — 24/7 crisis support.

Operated by Paimer Bookmaking Pty Ltd · Licence 5521/2023/WB · Liquor & Gaming NSW.