Dispute - Puntaa

Customer Queries, Disputes and Complaints Policy


  1. General Queries
    1. Q&A
      For general queries related to Puntaa, visit our Q&A section, which lists a range of answers to common questions.
    2. Contact Us
      If the Q&As do not provide an answer to your query, the Customer Support Team would love to hear from you. Please reach out by sending us an email at [email protected] or filling out the ‘Contact Us’ form on the Q&A page with the following information:

      1. Your Name;
      2. Your Email; and
      3. The query or issue we can assist you with.

      The Customer Support Team will endeavour to:

      1. provide an initial response to your query or complaint within 2 business days, and
      2. investigate and attempt to resolve your query within 5 business days or such longer period as is necessary and notified to you by our team member.
    3. Support within the Application
      IIf you have the Puntaa Application open, you can access both the Q&A and Contact Us functions from the Settings menu, allowing you to get answers to your queries immediately within the Application.
  2. Complaints and Dispute Resolution Process
    At Puntaa we are committed to, and pride ourselves on providing high quality customer service. We intend to deal with all player queries, complaints and disputes in an efficient and fair manner.The following steps are available to players:

    1. Contact Customer Service
      Your first point of reference in dealing with any queries, disputes or complaints you may have should be directed to our Customer Support Team at [email protected].
    2. Escalate to Management
      Should you be in any way dissatisfied with the resolution provided by the Customer Support Team regarding your query, dispute or complaint, you can request that the matter be escalated to a member of our Management Team.Once received our Management Team will personally review and respond to your query, dispute or complaint.Please allow up to three (3) business days for a response.
    3. Escalate to the respective Wagering Jurisdiction
      Should you be in any way dissatisfied with the resolution provided by the Management Team regarding your query, dispute or complaint, you can escalate the matter to the Northern Territory Racing Commission (NTRC) for final assessment and determination, via
      a) online – https://nt.gov.au/industry/gambling/complain-about-a-bookmaker-or-betting-exchange-operator; or
      b) post addressed to Gambling Disputes, GPO Box 1154, Darwin, Northern Territory.
      This may result in parties to the dispute being summoned to appear and give evidence before the NTRC, with the NTRC’s decision on the matter final and conclusive.
      A Dispute must be lodged with the NTRC by You within fourteen (14) days of the Dispute arising. The decision of the NTRC is final and binding on You and Us.
      Alternatively you may contact them directly via –

      Northern Territory Racing Commission
      Department of Business
      Level 3, NAB Building
      71 Smith Street
      Darwin NT 0800
      [email protected]Telephone
      (08) 8999 1800