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Chances are you're about to lose. Think! About your choices. GambleAware NSW · 1800 858 858 · gambleaware.nsw.gov.au

Complaints

UpcShovDown.com is committed to resolving customer complaints fairly, promptly and in line with our licence conditions. This page explains what you can raise a complaint about, how to lodge one, and how we will handle it.

What you can raise a complaint about

You can raise a complaint with us about any of the following:

  • Account opening, account closure, or account suspension.
  • Identity verification (KYC), source-of-funds or source-of-wealth checks.
  • Bet acceptance, bet settlement, voiding of bets or pricing errors.
  • Deposits, withdrawals or other transaction issues.
  • Responsible gambling tools (deposit limits, loss limits, take-a-break, self-exclusion).
  • Marketing communications, including opt-outs.
  • Privacy or handling of your personal information.
  • Customer service or the operation of the website.

Step 1 — Contact our support team

Please lodge your complaint by email so we have a written record. Send your complaint to:

To help us review your matter promptly, please include the following information:

  • Your full name as it appears on your UpcShovDown account.
  • The email address registered to your account.
  • Any relevant bet ID, transaction ID or reference number.
  • The date and time the issue occurred.
  • A clear description of what happened and the outcome you are seeking.
  • Any supporting documents, screenshots or correspondence.

Step 2 — Our review

We will acknowledge receipt of your complaint as soon as practicable, usually within one business day. We will review your matter fairly and in good faith, taking into account our Terms and Conditions, our licence conditions, applicable laws and the National Consumer Protection Framework for Online Wagering.

We aim to provide a substantive written response within a reasonable period. Where additional investigation is required (for example, where we need to retrieve betting logs, payment records or third-party information), we will keep you updated on progress and expected timing.

Step 3 — External escalation

If you are not satisfied with the outcome of our internal review, you can escalate your complaint externally. The appropriate body depends on the nature of the matter.

  • Liquor & Gaming NSW — for matters relating to our wagering licence, conduct of betting, or breaches of the Betting and Racing Act 1998 (NSW). liquorandgaming.nsw.gov.au
  • NSW Office of Responsible Gambling — for responsible gambling concerns and harm-minimisation matters. responsiblegambling.nsw.gov.au
  • NSW Fair Trading — for general consumer disputes that are not specifically about wagering conduct. Phone 13 32 20. fairtrading.nsw.gov.au
  • Office of the Australian Information Commissioner — for unresolved privacy complaints after escalation to our Privacy Officer. oaic.gov.au

If you need responsible gambling support right now

Our complaints process is separate from urgent responsible gambling support. If gambling is causing you, or someone you know, harm, please contact a confidential support service immediately. These services are independent of UpcShovDown and free to use.

Record-keeping

We keep records of complaints and their outcomes in line with our licence conditions, anti-money-laundering and counter-terrorism financing obligations and the National Consumer Protection Framework. Complaint records are stored securely and handled in accordance with our Privacy Policy.

UpcShovDown.com is operated by UPCOZ Pty Ltd and licensed by Liquor & Gaming NSW under the Betting and Racing Act 1998 (NSW). Sports Betting Licence No. 4597/2024/WB. Available only to Australian residents aged 18 and over. Chances are you're about to lose. Think! About your choices.