Contact us
Account questions, privacy requests and complaints all have a route below. For gambling support, the national helpline is independent of us and free.
Effective from 1 July 2026 · Last reviewed July 2026
Send us a message
Use this form for account and betting enquiries. Please do not include your password, card number or identity document numbers.
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Thank you. In the live service this message would reach our team and you would receive an acknowledgement within one business day, with a reference number.
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- Account and betting enquiries
- support@upcoz.co — answered seven days a week
- Privacy, access and correction requests
- privacy@upcoz.co — acknowledged within five business days
- Complaints
- complaints@upcoz.co — see our complaints process
Post
UPCOZ PTY LTD
101 Sheridan Street, CAIRNS QLD 4870
Australia
Gambling support — free and independent of us
- Gambling Help Online
- 1800 858 858 · gamblinghelponline.org.au — 24 hours, every day
- BetStop — National Self-Exclusion Register
- 1800 238 786 · betstop.gov.au
- Lifeline
- 13 11 14 — crisis support, 24 hours
Complaints and disputes
If something has gone wrong, tell us first — most matters are resolved quickly. This is the published process we work to.
Step 1 — Tell us
Send the details to complaints@upcoz.co, or use the form above and choose "a complaint". Include:
- your name and the email address on the account;
- what happened and when, with dates and times where you have them;
- the bet reference or transaction reference, if the complaint concerns one;
- what outcome you are looking for.
Complaints about a settlement should reach us within 30 days of the settlement.
Step 2 — Our response
| Stage | Time frame |
|---|---|
| Acknowledgement, with a reference number | 1 business day |
| Substantive response for a straightforward matter | 5 business days |
| Substantive response where an investigation is needed | 21 days, with progress updates |
| Final written position if you are not satisfied | Within 30 days of the complaint |
Our response sets out what we found, the rule or term we applied, and what we are doing about it. If we got it wrong, we say so and correct it.
Step 3 — Internal review
If you disagree with the response, reply and ask for a review. The review is carried out by someone who was not involved in the original decision, and you receive a final written position.
Step 4 — External escalation
If you are still not satisfied, you can take the matter to the Office of Liquor and Gaming Regulation in Queensland, which licenses and supervises us. You do not need our permission, and taking that step does not affect your account.
- Wagering conduct, licence conditions, betting disputes
- Office of Liquor and Gaming Regulation (OLGR), Queensland — business.qld.gov.au
- Privacy and personal information
- Office of the Australian Information Commissioner — oaic.gov.au, 1300 363 992
- Advertising content
- Ad Standards — adstandards.com.au
- Consumer guarantees
- Australian Competition and Consumer Commission — accc.gov.au
Disputes about a bet or settlement
We reconstruct the bet from our records: the market as it stood, the price taken, the time of acceptance and the official result used to settle. Where the dispute turns on a controlling body's declared result, that result governs. Where it turns on a palpable error, we explain the price that was generally available at the time and why the rule was applied. Our betting rules set out both situations.
Complaints and their outcomes are recorded and retained as our licence requires, and are available to the regulator on request.
Accessibility
We aim to meet the Web Content Accessibility Guidelines 2.2 at Level AA across this website: keyboard operation for every control, a visible focus ring, contrast above the AA threshold, headings in order, labelled form fields, and animation that switches off when your device asks for reduced motion. If something here is difficult or impossible to use, email support@upcoz.co with the page address and a short description. We reply within one business day, and if the website is not workable for you we will complete the task with you by phone or email instead.
Gambling can be harmful. Free and confidential support is available around the clock on 1800 858 858 or at gamblinghelponline.org.au. To block every licensed Australian online wagering provider at once, register with BetStop.