Start with a short account of what happened and the outcome you are requesting. A useful complaint distinguishes an observed event from an assumption: a pending withdrawal on a casino screen is different from a bank transfer confirmed as sent.
Keep an evidence file
Record the exact domain and account reference, amount and currency, request date, status changes and relevant messages. Save the terms or offer wording that applied at the time. Keep originals privately and redact unnecessary identity and financial details from any copies you share publicly.
A simple chronology can use three columns: date and time; what occurred; supporting record. Include the time zone when timestamps come from different systems.
A complaint template
Subject: Request for a written explanation — reference [reference]
On [date and time zone], I requested [action] for [amount and currency]. The account currently shows [exact status].
I contacted support on [dates]. The response was [brief factual summary]. I have attached [relevant records, with unnecessary details removed].
Please confirm the current stage, the specific condition being applied and any information still required from me. I am requesting [clear outcome]. Please provide a complaint reference and your expected response date.
This is an enquiry format, not a guarantee of recovery or an instruction to send documents to an unverified recipient.
Operator decision or banking issue?
An operator’s refusal to approve a withdrawal concerns its account decision. A transfer confirmed as sent but missing from a bank account raises a different question. Ask for the payment reference and contact the bank through its established channel where appropriate. Explain the facts accurately; do not describe an authorised payment as unauthorised to obtain a different outcome.
AFCA’s complaint guidance says to usually raise a problem with the financial firm first. AFCA checks whether the firm is a member and the complaint is within its remit. Its banking guidance covers certain deposit and payment complaints. This does not make AFCA a general casino dispute resolver or establish that it can consider your particular case.
Check any proposed external body
Ask for the body’s exact name and verify its scope on its own website. Match the operator entity and domain to any cited licence record. A vague statement about referral to a regulator is not a usable escalation route.
The Winshark88 review records terms that mention possible external escalation without naming the body in the text checked. We do not fill that gap with an assumed regulator.
Keep the next step manageable
Use the withdrawal guide if the payment stage is still unclear. If the dispute or gambling is affecting your wellbeing, Australian support services offer another source of help. A complaint does not require further gambling.
Sources
Sources checked on 16 September 2026. This guide helps organise an enquiry; it does not assess an individual legal claim, promise reimbursement or publish unverified allegations.