Help and support.

Contact

• General support: support@playwestbets.com
• Complaints: complaints@playwestbets.com
• Privacy: privacy@playwestbets.com
• Accessibility: accessibility@playwestbets.com
• Integrity reporting: integrity@playwestbets.com

Responsible wagering tools

Customers may set, lower, increase or remove a deposit limit at any time. Decreases take effect immediately. Increases observe a seven-day cool-off, after which the customer is asked to re-confirm the new figure before it applies. Removal of a deposit limit is treated as an increase and observes the same seven-day cool-off and re-confirmation step.

Customers are prompted annually to review their deposit limit setting. Customers who declined to set a limit at account opening are prompted to reconsider at least every 12 months.

Activity statements. Each account holder receives an activity statement summarising deposits, wagers, wins, losses and net position. The first statement is issued 14 days after account opening; subsequent statements are issued monthly while the account remains active. All statements are available for download from inside the account at any time.

• Deposit limits
• Self-exclusion and the National Self-Exclusion Register (BetStop)
• Gambling Help Online · 1800 858 858 (24/7)

Betting rules

Markets are settled by the trading desk in accordance with the settlement rules published in the Terms of service. Settlement is governed by the official result declared by the relevant controlling body.

• Head-to-head and match markets settle on the official full-time result, including any scheduled overtime unless the market states otherwise.
• Racing win and place markets settle on the official placings as declared by the principal racing authority, subject to protests, scratchings and deductions.
• Futures and outright markets settle on the official outcome of the relevant competition.
• Abandoned, postponed or void events are settled or refunded in accordance with the market rules and the Terms of service.

Payments

Deposits are accepted by eligible debit cards, BPay, PayID, Apple Pay and Google Pay where linked to an eligible debit card. Consumer credit cards (including BNPL), cryptocurrency and third-party instruments are not accepted. Deposit and withdrawal limits, and minimum amounts, are published inside the account and may be adjusted on a risk basis.

Withdrawals are processed to a verified payment method in the customer's name after identity verification, payment screening and AML/CTF checks. Processing times vary by instrument and by submission time. No withdrawal fees apply. Know Your Customer (KYC) verification under the AML/CTF Act 2006 (Cth) must be complete before a withdrawal is released.

Account closure

An account can be closed at any time by request to support@playwestbets.com. Any remaining balance, after settlement of open bets and completion of AML/CTF and payment checks, is returned to a verified payment method in the customer's name. Account and transaction records are retained for the period required by the AML/CTF Act 2006 (Cth). Accounts with no activity for an extended period may be treated as dormant; dormant-account handling and any applicable treatment of unclaimed balances are set out in the Terms of service.

Complaints

The first step is to raise the matter directly with us. Email complaints@playwestbets.com with your account identifier (if any), a description of the matter and the outcome you are seeking. We acknowledge your complaint, investigate it internally and issue a written determination within the timeframes set out in the complaints policy.

If your complaint is not resolved to your satisfaction after internal review, you may escalate to the relevant external body: VGCCC (wagering disputes), OAIC (privacy), ACMA (advertising and IGA), AFCA (financial-services disputes where eligible). The full escalation chain and contact details are in the complaints policy.

Hours of operation

Email is the primary channel. Replies are issued during Australian business hours (Monday to Friday, 9:00 am to 5:00 pm AWST, which is 11:00 am to 7:00 pm AEST or 12:00 pm to 8:00 pm AEDT), excluding Western Australian public holidays. For urgent harm-minimisation support, contact Gambling Help Online on 1800 858 858 at any time.