Verified financial-dispute process. No merchant wrongdoing, reimbursement or chargeback outcome is presumed.
At a glance
| Record | What the official source says |
|---|---|
| First priority | Secure the account and contact the financial firm promptly |
| Evidence unit | Exact transaction, authority, device/account access and notices |
| Escalation | Internal complaint first; AFCA for an eligible unresolved financial complaint |
| Outcome limit | No automatic refund or fraud finding |
Protect the account before debating the label
Use the bank's official contact route, report the transaction, change compromised credentials and follow its instructions for cards or online banking. Do not call a number supplied in an unexpected message. If more transactions are pending, ask what immediate restriction is available.
Classify what happened
Separate a transaction you did not authorise from a payment you approved but later disputed because of a bonus, withdrawal, service or merchant-description issue. The second category is not made unauthorised simply because the gambling outcome or operator response was unsatisfactory.
Build a transaction-level record
- Statement date, amount, currency and full merchant descriptor.
- Card, bank-transfer or wallet route used.
- Login, device and security alerts around the transaction.
- Any operator account and complaint identifiers.
- The financial firm's acknowledgement and written decision.
Redact full card numbers and passwords from any copy shared outside the formal process.
Give the financial firm a clear complaint
State which transaction is disputed, whether authority is denied, when it was noticed and what remedy is requested. Answer reasonable evidence requests truthfully and promptly. Keep the complaint reference and the version of the evidence supplied.
Understand AFCA's boundary
AFCA can consider eligible complaints about participating financial firms after the internal complaint process. Its guidance is not a promise that a particular casino transaction will be reversed. The evidence, payment authority, relevant code obligations and the firm's response all matter.
Keep the requested outcome proportionate
Tell the financial firm exactly what you want it to investigate: authority for the transaction, security controls, notification timing or its complaint handling. Do not bundle a separate disagreement about casino terms into the banking allegation without explaining the connection. A focused request makes the evidence easier to compare with the institution's written reasons and any later external review.
Do not pay a recovery fee
A person who asks for another payment, voucher code or crypto transfer to release a refund adds a separate scam risk. Stop, verify through independently obtained contact details and report the approach through the appropriate official channel.
Official evidence trail
AFCA: unauthorised transactions
AFCA banking, deposits and payments complaints
Sources checked 30 July 2026. Later official records or programme terms may change this account.