The Pokies Casinos (AIC) Dispute Centre was initiated with the aim to assist players with resolving any issues they might encounter while enjoying their favorite online casino.

To be able to provide the best possible assistance to our members, there are some guidelines that we ask our members to consider when submitting a dispute. Please read through the guidelines below and to familiarize yourself with them before submitting a dispute. We ask:

  • Read through the casino’s and/or the bonus’ terms and conditions before submitting a dispute – the first thing the Pokies Casinos Dispute Resolution Team will do is determine if there was a breach in any of them before taking any further action in regards to the dispute.
  • If the online casino you want to log a dispute against is not listed on the Pokies Casinos website, chances are we won’t be able to assist you.
  • Be as truthful as possible – assuming, hiding or lying about facts will not help your case. The same goes for any proof that is submitted – any proof that is found to be falsified, will not only result in your dispute being rejected, but will also result in your membership to all the services available on the Pokies Casinos site (including the Dispute Centre) being instantly revoked.
  • Before you submit a dispute, take a breather, gather you’re thoughts, make a list of all the proof you have – a logical, descriptive and substantiated dispute will go a long way in a successful resolution. We aren’t asking you to write the next bestseller, but a one liner “The casino doesn’t want to pay me” doesn’t provide us with enough information to be able to assist.
  • Second to the point above – abusive and offensive language will not only lower your chance of a successful dispute resolution, but, could also result in the Pokies Casinos Dispute Resolution Team to not consider assisting you with your dispute at all. Just a tip – writing in “ALL CAPS” is considered shouting and the Pokies Casinos Dispute Resolution Team will ask you to rewrite your dispute before considering it!
  • Before attaching any documentation to your dispute, please remember to remove any personal identifiable information from it – i.e. if you are attaching a screenshot, please “black-out” your player name, email address and/or account balance. Keep in mind everyone visiting the site can access the details about your dispute and view the attachments you upload – this is a public service after all!All fields on the “Submit A Dispute” form are visible to site visitors, except the one’s specifically marked otherwise. These specially marked fields will never appear anywhere on the site and cannot be accessed by any visitors to the site – we take the privacy of these details very seriously!
  • To be able to best assist members with a successful dispute resolution, we ask members to mention the possible outcome(s) they desire. This gives the Resolution Team a target to aim for. But keep in mind, the Dispute Resolution Team aren’t miracle workers, be realistic with the your desired outcome – in other words, if you made a deposit, and lost it whilst playing at the casino, the Team won’t be able to “get you your money back”.
  • The Pokies Casinos Dispute Centre is not the place to add a comment about a bad (or good) experience at an online casino – please use the comment section on the particular casino’s review for that.
  • If, during the dispute resolution process, anything changes in regards to your submitted dispute (e.g. the casino processes your withdrawal request, the bonus is added, etc.), please contact the Dispute Resolution Team or update your dispute accordingly.
  • Please don’t submit the same dispute multiple times. The Dispute Resolution Team will consider your dispute within a reasonable time frame, usually 48 to 96 hours.
  • If there are any updates by the Dispute Resolution Team to a submitted dispute, the system will automatically send an email to the member’s provided email address. We ask that should a response be required by the member, that such a response be submitted withing a reasonable time frame. If there is no response from a member after a week of the last update, the dispute will be considered resolved and it will be closed.
  • If a previously submitted dispute (that has since been closed) has not been resolved, or has been partially resolved, and new facts emerge about the dispute, please contact the Dispute Resolution Team to re-open the dispute. Please do not create a new dispute, as the history of the dispute will most likely be relevant to the new facts.
  • If a dispute was closed due to a member not responding timeously, the dispute will only be re-opened if there was a valid reason for non-response.
  • The Pokies Casinos Dispute Centre is a free service. We do not ask members (or casinos for that matter) for any donations or charge for any part of the dispute resolution process.
  • Please read through the Dispute Centre FAQ’s to see if there isn’t perhaps an answer to your dispute before submitting a new dispute.
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