How to Make a Casino Complaint: Steps, What to Include and What Happens Next

FRENZY96 · 10 November 2026

Most problems at an online casino are about a deposit that has not shown up, a bonus that is holding up a withdrawal, or a game that stopped mid-round. Nearly all of them can be sorted out in one conversation if you give the right details. This guide walks through how to raise a problem at FRENZY96, how to escalate it if you are not happy with the answer, and what happens to a formal complaint.

Step 1: start with live chat

Live chat is open 24 hours a day, 7 days a week. If you are logged in, open it from the footer or the chat button on any page. If you cannot log in, for example because your account is frozen, message us on Telegram through the link on our terms page. Most issues are sorted out there in minutes.

Step 2: give the details that settle it fast

The date and time it happened, in Sydney time if you can.
The amount involved, in Australian dollars.
For a deposit: your PayID or bank transfer receipt. Deposits are checked against the receipt you upload.
For a game: the game name, the studio and roughly when the round was played.
For a bonus: the name of the promotion and what you expected to happen.
A screenshot of anything that looked wrong.

Never send your password or an SMS code. Our team will not ask for them. Our account security guide explains how to spot fake support.

Step 3: ask for it to be escalated

If you are not happy with the answer in live chat, ask for the issue to be escalated. It will be reviewed again. Say clearly what outcome you are asking for, for example a deposit credited or a round checked with the game studio.

Step 4: submit a formal complaint from your account

You can also submit a complaint from your account. It gets its own record with a status and every reply. Complaint records cannot be deleted by our staff, so every complaint stays on file, including how it was closed.

Our complaints record is public

We publish how many complaints players have submitted, how many are closed or still open, what they were about and how long a first reply and a resolution typically take. The figures are worked out from our complaint records each time the site is updated, good and bad. See the complaints record.

Common problems and how to avoid them

Deposit not showing: upload your transfer receipt. Our team checks it before the money appears, usually within 1 to 10 minutes. Deposit from a bank account in your own name.
Withdrawal held up by a bonus: a claimed bonus must have its turnover met before you can withdraw. You can always choose No bonus when you deposit. See bonus wagering explained.
Part of a withdrawal forfeited: withdrawals are limited by your withdrawal quota. See withdrawal limits and the quota.
Game stopped mid-round: games are supplied by third-party studios, and a round interrupted by a connection problem is settled according to that studio's rules.
Account says FROZEN: an account with no real deposits is frozen automatically when it shares at least two details with another account, one of them the same device or bank account. If that happened by mistake, contact live chat or Telegram and it will be reviewed.

If gambling itself is the problem

If you want a break, ask live chat to freeze your account. For free, confidential help in Australia, call Gambling Help Online on 1800 858 858, 24 hours a day. More on our responsible gambling page.

See our complaints record

Frequently asked questions

How do I make a complaint at FRENZY96?

Start in live chat, which is open 24/7. If you are not happy with the answer, ask for it to be escalated, or submit a complaint from your account so it gets its own record.

What if I cannot log in?

Message us on Telegram through the link on our terms page, for example if your account is frozen.

Can staff delete my complaint?

No. Complaint records cannot be deleted by our staff. Every complaint stays on file, including how it was closed.

What should I include in a complaint?

The date and time, the amount, the game or promotion involved, your transfer receipt for a deposit, and screenshots of anything that looked wrong. Never send your password or an SMS code.

Where can I see how complaints are handled?

Our complaints record page shows how many complaints were received and closed, what they were about and typical reply and resolution times.