Australian casino complaints statistics in 2025

Introduction

Player complaints about casinos are an important indicator of the state of the gambling industry. In 2025, in Australia, the number of calls to regulators and independent organizations has become one of the key indicators for assessing market transparency, quality of service and compliance with fair play standards. Analysis of the dynamics allows you to identify the weaknesses of operators and determine which factors cause the greatest complaints from users.

Number of complaints

In 2025, there is an increase in the number of requests by 12-15% compared to 2024.
The largest proportion of complaints are received through the ACMA (Australian Communications and Media Authority) and through gambling ombudsmen in individual states.
On average, about 30-35 thousand complaints are recorded per year, of which about 70% concern online operators.

Root causes of complaints

1. Delayed payments are the largest source of player discontent (about 40% of all calls).
2. Violations in bonus conditions - non-compliance of real conditions with the declared ones (approximately 25%).
3. Suspicion of foul play - complaints about slots, live games and incorrect results (up to 15%).
4. Problems with identity verification - KYC delays and account blocking (about 10%).
5. Responsible Gambling restrictions - players complain about the ineffectiveness of limits or the inability to quickly activate self-exclusion (up to 10%).

Segmentation by operator type

Legal Australian-licensed casinos: Complaints are below average, but the main complaint is the difficulty of withdrawing funds.
Foreign licensed operators: the share of complaints is higher, especially on issues of payments and bonuses.
Illegal operators: the highest frequency of appeals, complaints relate to non-payment and blocking without explanation.

Dynamics compared to previous years

In 2023-2024, complaints decreased, but in 2025 the growth is associated with an increase in the migration of players to the online segment and an increase in the number of illegal sites.
The number of complaints about offline casinos is steadily decreasing: users consider regulation more transparent, and conflicts are easier to resolve on the spot.

Regulator response

ACMA has strengthened site blocking, in 2025 their number exceeded 1,500.
New requirements have been introduced for the transparency of bonus conditions and the speed of payments.
Additional hotlines and online complaint platforms are being set up.

Result

Complaints about casinos in Australia in 2025 demonstrate that payments, bonus conditions and the work of illegal operators remain key issues. Despite the increase in the number of requests, the very fact of active monitoring and involvement of ACMA indicates an increase in market transparency and increased protection of the interests of players.