Verified financial-dispute guidance. No casino, bank or card network is accused of misconduct.
At a glance
| Record | What the official source says |
|---|---|
| Primary process | Request through the card-issuing bank or credit union |
| First step for a service dispute | Try to resolve it with the merchant and keep the response |
| Availability | Only where a valid chargeback right exists under the applicable card-scheme rules |
| Timing | Scheme deadlines vary; AFCA warns not to wait |
| Outcome | A request can be accepted, rejected or referred to scheme arbitration |
| AFCA remit | Reviews whether the financial firm met its obligations, not the merchant's conduct or the card scheme's final decision |
Classify the transaction honestly
Start with whether the card payment was authorised. An unknown card debit may be an unauthorised-transaction report. A deposit you deliberately approved but now dispute is different. For the latter, identify the service promised, the terms in force and what was not provided. Calling an authorised payment unauthorised can weaken the record and does not create a chargeback right.
Contact the merchant and preserve the answer
AFCA's chargeback factsheet says the first step is generally to ask the merchant for a refund or reasonable alternative. Keep the original request, delivery or withdrawal terms, chat transcript and response. If the transaction is genuinely unrecognised, contact the card issuer immediately rather than delaying for a merchant exchange.
What the bank decides
The bank checks whether the card-scheme rules provide a valid chargeback reason. If so, it sends the request to the merchant's bank using an appropriate reason code. The merchant's bank can accept or challenge it, and unresolved bank-to-bank disputes may go to the card scheme. Starting the process does not mean the money will be returned.
Deadlines and evidence
AFCA warns that card-scheme time limits apply and vary. Contact the issuer as soon as the issue is known. Provide the statement entry, transaction date, amount, merchant descriptor, terms, evidence of the promised service, merchant correspondence and a clear explanation of the requested outcome. Keep the bank complaint reference and every written decision.
What AFCA can examine
If the bank complaint remains unresolved, AFCA can consider whether the financial firm identified and pursued an available chargeback appropriately. Its factsheet says AFCA cannot rewrite card-scheme rules or review the scheme's final arbitration decision. It also does not use a bank complaint to decide that the casino committed fraud.
Gambling and immediate protection
A payment dispute should not become a reason to deposit again or chase a loss. Remove the stored card, ask the bank about available gambling controls and use BetStop or a support service where relevant. Sources were checked 4 August 2026; obtain current deadlines directly from the issuer.
Official evidence trail
AFCA factsheet: Chargebacks
Banking deposits and payments complaints
ACMA: Protect yourself from illegal gambling operators
Sources checked 4 August 2026. Later official records or programme terms may change this account.