Complaints and dispute resolution.

Fortuna Felicitas Pty Ltd investigates every complaint under its NTRWC licence conditions and the Australian Consumer Law. The short version: tell us what went wrong, we answer in writing on a clock, and if you're not happy with the answer there are independent bodies you can take it to — their details are all below.

Step 1. Internal review

Write to complaints@goldenbet888.co with your account identifier (if you have one), what happened, and the outcome you're after. We acknowledge within 1 business day and give a written outcome within 21 calendar days.

Every complaint gets a unique reference number at acknowledgement — quote it in any follow-up and nothing gets lost.

Step 2. Internal escalation

Unhappy with the first answer? Ask for review by a senior compliance officer within 14 days of the outcome. The senior review completes within a further 14 calendar days.

Step 3. External escalation

1. NTRWC — Racing and Wagering Commission of the Northern Territory, for wagering-conduct disputes that remain unresolved after internal review. Via Licensing NT: nt.gov.au/industries/gambling · (08) 8999 1800 · GPO Box 1154, Darwin NT 0801.
2. OAIC — Office of the Australian Information Commissioner, for privacy matters. Under the Privacy Act 1988 (Cth) and OAIC guidance, the OAIC takes a privacy complaint only if the operator hasn't resolved it 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 apply a 12-month window for lodging, measured from the event or from our final response — don't sit on it.

If no response is received

If Fortuna Felicitas Pty Ltd misses its own deadlines above, you may escalate straight to the relevant external body without waiting any longer.

Anonymous and third-party complaints

Anonymous complaints are accepted, though follow-up is limited since we can't contact you for details or tell you the outcome. Third-party complaints — from a family member, for instance — are accepted where appropriate authority or consent is provided, or where the matter concerns integrity.

Integrity matters

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

Australian Consumer Law

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

Records

Complaint records are retained in accordance with AML/CTF Act 2006 (Cth) record-keeping requirements and our NTRWC licence conditions.

Legal references

• Racing and Wagering Act 2024 (NT)
• NTRWC licence conditions and directions
• Privacy Act 1988 (Cth)
• Interactive Gambling Act 2001 (Cth)
• Corporations Act 2001 (Cth) — Part 7.10A (AFCA scheme)

Operated by Fortuna Felicitas Pty Ltd (ABN 30 674 922 788 734). Sports Bookmaker Licence NT-RWC-SB-2021-0843 granted by the Racing and Wagering Commission of the Northern Territory. Registered office: 15 Montclair Avenue, Glen Waverley VIC 3150. Contact: support@goldenbet888.co.