Contact Us
Errors, Issues, Disputes and Complaints
We pride ourselves on our customer service, and we always aim to provide you with an awesome experience. However we appreciate there are times when you may feel, we don’t live up to this promise.
Our customer service team are your first point of contact for any issue and can be contacted via LiveChat, or email: \ [support@baggybet.com]( support@baggybet.com).
Live Chat Hours: Monday to Saturday 8:30am to 10:00pm AEST & Sunday 8:30am to 9:00pm AEST
The team is made of punters like yourselves, so they understand the frustration punters sometimes experience and they will look to help you as quickly and efficiently as possible.
While most of the time, the customer service team will be able to help you resolve your matter, for those times when they can’t, they will escalate your matter to a specific department for review.
\# Lodgement and Resolution of a Complaint
As a client of ours, you are fully entitled to make a complaint to us. However it doesn’t mean you have the right to be abusive to one of our team members.
We have a complaints resolution process to ensure all complaints are handled as efficiently and effectively as possible.
We maintain a five-point complaint resolution process:
- The complaint will be acknowledged quickly to reassure the client that their complaint is receiving attention;
- All complaints will be investigated objectively and impartially and will be considered on their merits considering the individual circumstances;
- Following the investigation, we will notify the complainant of our findings and any actions we have taken or plan to take regarding the complaint;
- Where appropriate we will amend our business practices or policies; and
- We will record the complaint for audit and continuous improvement opportunities.
If you wish to make a complaint, please email us at \ [complaints@baggybet.com]( complaints@baggybet.com). In your complaint you should include the following information
\* You first and last name.
\* Username.
\* Whether you have contacted BaggyBet about this issue?
\* Complaint description, including bet reference number (if applicable)
\* Preferred resolution
This will allow us to investigate and deliver a response to you in a timely manner. Depending on the type of issue it may take us up to 72 hours to come back to you. This isn’t because we are delaying for the sake of it but some issues are complex and we need sufficient time to conduct a thorough review.
Account Closure:
If you wish to close your betting account, you can phone +61 3 6316 5007. Your account will remain open until we advise you that your request has been received. Immediate account closure can be done via our website
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