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Complaints & Dispute Resolution
At Lego 66 Casino, we take every complaint seriously. If something hasn't gone the way you expected, we want to hear about it and make it right. This page explains how to raise a concern, what happens next, and what options are available to you if you're not satisfied with our response.
Our Commitment to You
We're committed to providing a fair, safe, and enjoyable experience for every player. When something goes wrong, we believe you deserve a clear process and a genuine effort to resolve your concern. Our complaints procedure is designed to be straightforward, respectful, and impartial. Whether your issue relates to a game, a transaction, a bonus, your account, or our customer service, we encourage you to bring it to our attention.
We aim to acknowledge all complaints promptly and to reach a resolution as efficiently as possible. Throughout the process, we'll keep you informed of progress and treat your concern with the care it deserves.
How to Raise a Complaint
The quickest way to raise a concern is to contact our customer support team directly through the live chat or support form available on our site. Before you get in touch, it helps to have the following information ready so we can investigate efficiently:
- Your registered username or account details
- A clear description of the issue and what outcome you experienced
- The date and time the issue occurred, if known
- Any relevant transaction IDs, game round IDs, or screenshots
- What resolution you're seeking
Providing as much detail as possible upfront helps us investigate thoroughly and reduces back-and-forth. You're welcome to submit your complaint in writing via our support portal if you prefer a documented record of the exchange.
What Happens After You Submit
Once we receive your complaint, here's what you can expect from us:
- Acknowledgement: We'll confirm we've received your complaint and provide a reference for your records.
- Investigation: A member of our team will review all relevant account activity, game logs, and supporting information related to your concern.
- Response: We'll contact you with our findings and, where applicable, propose a resolution.
- Follow-up: If further information is needed, we'll reach out and keep you updated throughout the process.
We aim to resolve most complaints within a reasonable timeframe. Complex cases may take longer, and we'll notify you if additional time is required. All decisions are made honestly and without bias.
Escalation and External Dispute Resolution
If you've gone through our internal complaints process and remain unsatisfied with the outcome, you have the right to escalate your complaint to an independent external body. We operate under a valid gaming licence, and the relevant licensing authority provides an avenue for players to seek independent review of unresolved disputes.
Details of the applicable regulatory body and how to contact them are available on request through our support team. We fully cooperate with any external review process and abide by outcomes reached through legitimate dispute resolution channels.
Alternative Dispute Resolution
In addition to regulatory escalation, players may also have access to independent alternative dispute resolution (ADR) services. These services offer an impartial assessment of complaints that haven't been resolved to your satisfaction internally. Our support team can provide guidance on how to access ADR options relevant to your situation.
Our Promise of Fairness
At Lego 66 Casino, we never dismiss a complaint without proper consideration. We treat every player with respect regardless of the nature of their concern, and we use feedback from complaints to continuously improve our service. We do not tolerate any form of harassment or abuse directed at our support team, and we ask that all communication remains respectful on both sides.
If you have a concern about responsible gambling rather than a service issue, we encourage you to visit our Responsible Gaming page. There you'll find tools and resources to help you manage your play, including self-exclusion options and links to professional support organisations available in Australia.
Your trust matters to us. A transparent and fair complaints process is part of how we earn and keep that trust. We're here to help.