Patron complaints

In most cases, gaming disputes can be handled quickly and amicably by discussion with the appropriate Casino Supervisor or Manager. 

Where a matter relating to the conduct of gaming in the casino is not resolved, then a patron may lodge a complaint with L&GNSW. 

L&GNSW will investigate the complaint under section 33 of the Gaming and Liquor Administration Act 2007 and Liquor Administration Act 2007. The casino operator will be informed of the substance of the complaint and given a reasonable opportunity to make a response. 

If as a result of the investigation L&GNSW is satisfied there has been a contravention of the game rules, condition of the casino licence or of a provision of the Casino Control Act, the matter will be dealt with in line with L&GNSW complaint handling procedures. If you wish to lodge a complaint, please complete the online feedback form.

If you lodge a complaint you will be informed of the results of the investigation of the complaint and any action taken or to be taken as a consequence of it.