Complaints and dispute resolution.

MarantelliBet Partnership investigates every complaint in accordance with the Victorian Gambling and Casino Control Commission Code of Conduct and the Australian Consumer Law.

Step 1. Internal review

Write to complaints@marantellbet.com with the account identifier (if any), a description of the matter, and the desired outcome. An acknowledgement is issued within 1 business day. A written outcome is issued within 21 calendar days.

Each complaint receives a unique reference number on acknowledgement. The customer may quote this number in all follow-up correspondence.

Step 2. Internal escalation

If the customer is unsatisfied with the initial outcome, they may request review by a senior compliance officer within 14 days of the outcome. Senior review is completed within 14 calendar days.

Step 3. External escalation

1. VGCCC — Victorian Gambling and Casino Control Commission, for wagering-conduct disputes that remain unresolved after internal review. vgccc.vic.gov.au · 1300 599 759 · GPO Box 1988, Melbourne VIC 3001.
2. OAIC — Office of the Australian Information Commissioner, for privacy matters. Under the Privacy Act 1988 (Cth) and OAIC guidance, OAIC accepts a privacy complaint only if it has not been resolved by the operator within 30 days. oaic.gov.au · 1300 363 992 · GPO Box 5288, Sydney NSW 2001.
3. ACMA — Australian Communications and Media Authority, for advertising and Interactive Gambling Act matters. acma.gov.au · 1300 850 115 · PO Box 13112, Law Courts Melbourne VIC 8010.
4. AFCA — Australian Financial Complaints Authority, for financial-services disputes where eligible. afca.org.au · 1800 931 678 · GPO Box 3, Melbourne VIC 3001.

Most external bodies impose a 12-month window for lodging a complaint, measured from the event or from the operator’s final response.

If no response is received

If MarantelliBet Partnership fails to respond within the stated SLA, the customer may escalate immediately to the relevant external body without waiting further.

Anonymous and third-party complaints

Anonymous complaints are accepted but follow-up is limited as the complainant cannot be contacted for further information or outcome notification. Third-party complaints (for example, from a family member) are accepted where appropriate authority or consent is provided, or for integrity matters.

Integrity matters

Suspected match-fixing, corruption or other sports-integrity issues are escalated to Sport Integrity Australia and the relevant racing controlling body. Reporters may remain confidential.

Australian Consumer Law

Nothing in this complaints process excludes, restricts or modifies any consumer guarantee, right or remedy conferred by the Australian Consumer Law that cannot lawfully be excluded, restricted or modified.

Records

Complaint records are retained in accordance with the AML/CTF Act 2006 (Cth) record-keeping requirements and the VGCCC Code of Conduct.

Legal references

• Gambling Regulation Act 2003 (Vic)
• VGCCC Directions
• Privacy Act 1988 (Cth)
• Interactive Gambling Act 2001 (Cth)
• Corporations Act 2001 (Cth) — Part 7.10A (AFCA scheme)

Operated by MarantelliBet Partnership (ABN 98 032 757 426). Sports Bookmaker Licence VIC-BM-2022-0661 granted by the Victorian Gambling and Casino Control Commission. Registered office: 144 Hildebrand Road, COTTLES BRIDGE VIC 3099. Contact: support@marantellbet.com.