General Queries
a. Try Our FAQ's
For general queries related to Picklebet, visit our Help Centre, accessible through our website or app, which lists a range of answers to common questions.
b. Contact Us
If the FAQ's do not provide an answer to your query, the Customer Support Team would love to hear from you. Just reach out by sending an email to support@picklebet.com with the following information:
- Your Name;
- Your Username; and
- The query we can assist you with.
The Customer Support Team will endeavour to:
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provide an initial response to your query within one (1) business day; and
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investigate and attempt to resolve your query within five (5) business days, or such longer period as is necessary and notified to you by our team member.
c. Support Within the Application
If You have the Picklebet Website / Application open, You can access both the FAQ and Live Chat functions, allowing You to get answers to your queries immediately within the Website / Application.
Complaints and Dispute Resolution Process
At Picklebet we are committed to, and pride ourselves on providing high quality customer service. We intend to deal with all User complaints and disputes in an efficient and fair manner.
The following steps are available to Users:
a.) Contact Customer Service
A formal complaint should be made via email to complaints@picklebet.com.
Your first point of reference in dealing with any disputes or complaints is our Complaints Team, who will acknowledge your Complaint within one (1) business day of receipt, and pass the complaint on to the team best suited to review the matter.
The Complaints Team will respond to the complaint, providing relevant facts and information where necessary, within 10 business days of initial receipt.
b.) Escalate to Management
Should You be in any way dissatisfied with the resolution provided by the Complaints Team. You can request that the matter be escalated to a member of our Management Team. We will acknowledge receipt within 2 business days, and escalate the matter internally.
Once received our Management Team will personally review and respond to your dispute or complaint.
Please allow up to ten (10) business days for a response.
c.) Escalate to the Respective Jurisdiction
Should you remain dissatisfied with the resolution provided by the Management Team, you can escalate your dispute to the Northern Territory Racing and Wagering Commission (NTRWC) for assessment and determination.
Your complaint must be made within 14 days of the unsuccessful resolution of your dispute with Picklebet.
You may contact them directly:
1. Online - https://nt.gov.au/industry/gambling/racing/complain-about-a-bookmaker-or-betting-exchange-operator; or
2. Via Post addressed to Disputes, GPO Box 1154, Darwin, Northern Territory. This may result in parties to the dispute being summoned to appear and give evidence before the NTRWC.
The decision of the NTRWC, in the event they choose to hear the matter, is legally binding.