Build a timeline
Keep dates, transaction identifiers, applicable terms, account messages and a concise description of the problem. Separate facts you can document from assumptions about motive. Redact identity documents and payment details before sharing material publicly.
Identify the correct recipient
Start by locating the operator's written complaints process. The available external channel depends on the product, operator and jurisdiction. A foreign licensing claim does not guarantee that an Australian agency can recover funds.
Avoid recovery scams
Be cautious of unsolicited services that promise to release funds in return for an advance fee, crypto payment or access to your device. Keep original records and do not provide another person's credentials. ACMA's consumer guidance explains the limitations associated with illegal offshore services.
Quick checklist
- Dated timeline
- Terms and payment records
- Specific requested remedy
- No public identity documents
Sources & scope
Primary documents are linked below. Operator statements and independently checked records are different kinds of evidence.
Source review: 5 November 2026. Links can change. No transaction or customer-support test is implied.
About this explanation
Numerical examples are hypothetical unless a source is expressly identified. This page does not recommend an operator or promise an outcome. The UK regulator references explain technical terms; they are not Australian legal guidance.
Research method · Flag an issue
National self-exclusion register ↗
Independent support information ↗