The Victorian Gambling and Casino Control Commission ('VGCCC') is the independent regulator for gambling in Victoria. Its role is to make sure the state’s gambling industry is run fairly, safely, and with integrity. The VGCCC reports to the Victorian Parliament through the Minister for Casino, Gaming and Liquor Regulation.
What types of complaints can you make?
The VGCCC looks into complaints about the integrity, safety and fairness of Victoria’s gambling industry. You can complain if gambling providers, venues, or operators break the rules, act unfairly, or fail to protect people from harm.
You can make a complaint if you see or experience:
- Responsible gambling failures: for example, staff not checking on people gambling for long periods, encouraging harmful play, or allowing someone to use more than one machine at a time.
- Self-exclusion breaches: when someone who has chosen to exclude themselves is still allowed to gamble.
- Deposit limit breaches: when online gambling services don’t follow the rules on setting, lowering or changing deposit limits.
- Underage gambling: if people under 18 are allowed to gamble or enter gambling areas.
- Direct marketing without consent: being sent gambling ads or messages without your consent or without an option to unsubscribe.
- Problems closing accounts: delays or confusing processes when trying to close a gambling account.
- Illegal inducements: such as interstate companies offering sign-up bonuses to Victorians.
- Advertising breaches: ads that target children, appear near schools, or suggest gambling guarantees wealth.
- Improper gambling activities: raffles, bingo, or trade promotion lotteries that are unlicensed or run unfairly.
- Venue breaches: such as no Responsible Gambling Officer present, pokies running outside approved hours, ATMs too close to gaming areas, or required signs and brochures missing.
- Faulty or unfair poker machines: machines not working properly, rigged, or not paying correctly.
- Gambling by staff: staff gambling while on duty or using insider knowledge.
- Criminal activity: suspected money laundering or fraud linked to gambling.
- Casino misconduct: if Crown Melbourne or another casino allows unsafe gambling, breaches rules, or treats people unfairly.
You can also complain about interstate bookmakers if the issue involves things like inducements, unwanted marketing, deposit limits, account closure, missing records, poor staff training, or ads that break Victorian laws.
The VGCCC cannot help with:
- Personal gambling losses or requests for refunds.
- Disputes about bet outcomes, odds, or payouts.
- Complaints about food, drinks, or customer service in venues.
- Offshore or overseas gambling providers not licensed in Australia.
- General gambling harm support (for counselling, contact Gambler’s Help on 1800 858 858 or gamblershelp.com.au).
- Complaints about interstate gambling companies, except for the specific issues listed above.
Other notes:
- There is no strict time limit to make a complaint, but it is best to act as soon as possible.
- The VGCCC does not have to investigate every complaint. It considers factors like the seriousness of the issue, whether there is evidence, if the matter has already been looked at, and whether it has the resources to act.
Who can you make a complaint against?
You can complain to the VGCCC about organisations or people who are licensed or authorised to run gambling in Victoria. This includes:
- Victorian-licensed bookmakers: businesses licensed in Victoria to offer wagering services (like sports betting or racing bets) online or in person.
- Interstate bookmakers: companies licensed in another state or territory but providing services to people in Victoria. The VGCCC can only look at certain issues (such as inducements, marketing, deposit limits, account closure, records, training, or ad breaches).
- Gaming venue operators: pubs, clubs and hotels in Victoria that run pokies. They must follow rules on responsible gambling, operating hours, staff training, self-exclusion, and signage.
- Casino operators: such as Crown Melbourne, which must follow strict casino laws and protect patron safety.
- Racing industry participants: licensed bookmakers and tote operators in Victoria. The VGCCC may take some complaints, but most racing matters go to Racing Victoria or another racing regulator.
- Trade promotion or fundraising operators: groups running raffles, bingo, or lotteries for fundraising or promotion, which must be authorised and follow fairness rules.
The VGCCC cannot take complaints about:
- Private individuals: personal gambling behaviour or disputes between individual gamblers.
- Unlicensed offshore or international gambling sites: providers not licensed in Australia.
- Racing Victoria matters: betting disputes, bookmaker rules, minimum bet limits, or terms and conditions. These must go to Racing Victoria.
- Other state and territory regulators: if a gambling provider is licensed elsewhere, your complaint may need to go to the local regulator (e.g. Liquor & Gaming NSW, QLD Office of Liquor & Gaming Regulation, NT Racing Commission).
- Spam or telemarketing: unwanted gambling marketing that breaches the Spam Act or Do Not Call Register should be reported to the Australian Communications and Media Authority (ACMA).
- Non-gambling issues in venues: like food, drink, prices, cleanliness, or customer service, unless directly linked to gambling conduct.
Are you eligible to make a complaint?
Who can complain?
Anyone living in Victoria can make a complaint about the fairness, safety, or integrity of gambling in the state.
Do you need to try resolving it first?
If your complaint is about how an organisation handled an outcome (for example, how they responded to your concerns), you should try contacting them directly first. If this doesn’t fix the problem, the VGCCC may step in.
Can you complain for someone else?
Yes. You can lodge a complaint on another person’s behalf, but you’ll need to show proof that you’re authorised to act for them.
The VGCCC cannot deal with:
- Complaints from people outside Victoria, unless they relate to specific issues with interstate bookmakers (such as inducements, marketing, deposit limits, account closure, betting records, training, or ad breaches).
- Complaints about a bookmaker’s terms and conditions — these are usually civil matters between you and the bookmaker, and should go to Racing Victoria.
- General betting disputes, including breaches of bookmaker rules or minimum betting limits.
If your complaint is about a provider licensed outside Victoria and does not fall into the categories above, you’ll need to contact the regulator in that state or territory (for example Liquor & Gaming NSW, QLD Office of Liquor & Gaming Regulation, NT Racing Commission).
Other information:
- Making a complaint to the VGCCC is free.
- You don’t need a lawyer, though you can seek legal advice if you want.
- Complaints can be made anonymously, but this limits what the VGCCC can do and means you won’t get updates on your case.
What can this body do to help?
The VGCCC has strong regulatory powers, but it cannot give you money back, cancel bets, or resolve personal disputes about odds or payouts. Instead, it focuses on holding gambling operators to account and improving industry standards.
The VGCCC may:
- Refer you elsewhere: If your complaint is outside its powers, the VGCCC can point you to the right body (for example, Racing Victoria for betting disputes, Consumer Affairs Victoria for venue service issues, or ACMA for spam/marketing breaches).
- Use inspector powers: Inspectors can visit venues, request documents, question staff, seize equipment, and call police if needed. It is an offence to obstruct or mislead an inspector.
- Take disciplinary action:
- Against venue operators: licences can be suspended, cancelled, changed, fined, or formally censured.
- Against gaming employees: licences can be varied, suspended, cancelled, or disqualified if the employee is unsuitable or has committed offences.
These actions are made public on the VGCCC website, newsletters, and annual reports.
- Conduct public inquiries: The VGCCC can investigate systemic or emerging issues in the gambling industry (for example, its current inquiry into bingo). These inquiries are held publicly and aim to strengthen oversight and reduce harm.
- Issue public warnings and raise awareness: The VGCCC can release public statements, name licence holders involved in misconduct, and publish updates on gambling risks through its website, newsletters, and media releases.
- Support enforcement: Serious breaches may be referred to Victoria Police or other agencies for prosecution.
- Monitor compliance: Some complaints lead to audits, follow-up inspections, or ongoing monitoring of gambling operators.
The VGCCC does not:
- Provide financial compensation or refunds for gambling losses.
- Cancel or reverse bets, or decide payout disputes.
- Enforce bookmaker terms and conditions.
- Act like a court or tribunal (it cannot make legally binding compensation orders).
- Deal with non-gambling issues in venues (like food, drink, or general customer service).
- Handle complaints about offshore gambling companies not licensed in Australia.
How to prepare your complaint:
When you make a complaint, include as much clear and specific information as you can. This will help the VGCCC assess and investigate your concerns.
Your complaint should include:
- Your details: name, contact number, and email (postal address optional).
- Who you are complaining about: the name of the gambling venue, provider, or operator.
- What happened: the date, time, and a clear description of the incident or problem.
- Supporting documents: such as emails, letters, photos, or other records. You can upload these when using the online form (up to 10MB per file).
Other things to know:
- If you want to stay anonymous, you cannot lodge a formal complaint but you can submit a confidential “tip-off” through the online form.
- Do not include false or misleading information. Making a false statement is an offence.
- You will need to declare that the information you provide is true. In some cases, you may be asked to give evidence in court.
Lodging your complaint and next steps:
You can submit your complaint in one of three ways:
- Online: fill in the complaint form on the VGCCC website.
- Phone: call 1300 599 759.
- Post: send to GPO 1988, Melbourne VIC 3001.
If you need an interpreter, you can arrange one free of charge through the Translating and Interpreting Service by calling 131 450.
What happens after you lodge a complaint:
- Acknowledgement: the VGCCC will usually confirm they’ve received your complaint within 5 business days (it may take longer by post).
- Initial assessment: the VGCCC will check whether it has the power to handle your complaint. If another agency is better placed, they will refer you and give you the right contact details.
- Investigation: if the VGCCC investigates, it may first do a preliminary inquiry to decide whether a full investigation is needed.
- Outcome: you will be advised in writing of the result. Most complaints are finalised within 90 working days, though more complex matters may take longer.
More information:
Refer to the factsheet provided below for more information.
