Italy Opens Portal for Online Gambling Complaints

Italy will launch a new online gambling complaints portal, officially called the Portale delle Segnalazioni, on 10 September 2026. Players will be able to report disputes with licensed operators and refer unresolved cases to the regulator.

The new platform eliminates long delays and ignored complaints in the Italian gaming market. Licensed operators must now legally respond to any formal dispute within 72 working hours. This strict deadline excludes weekends and public holidays.

A Clearer Complaint Process for Players

The portal will create one official route for disputes with Italy-licensed gambling sites. Players can submit their complaint, account details and supporting documents through the same system.

• Secure Access: Players can log in with SPID or CIE.

• Faster Response: The operator must respond within three business days.

• No Middlemen: Players bypass automated customer service emails entirely.

• Regulator Review: If the issue remains unresolved, the player can refer the case to ADM.

However, the portal will only cover operators licensed in Italy. Disputes with offshore gambling sites will remain outside the system. An ADM decision will close the case, and the same complaint cannot be submitted again.

Licensed Operators Face Closer Oversight

The portal will also help ADM monitor how operators handle player complaints. It will record response times and create a history of the information exchanged during each case.

Licensed gambling sites must add a link to the portal in their responsible gambling sections. Operators must also maintain dedicated contact centres for player complaints. Failure to establish this service can result in a €50,000 contractual penalty.

ADM developed the portal with the state-owned technology company SOGEI. The system forms part of Italy’s wider effort to strengthen consumer protection and supervision in the online gambling market.

Part of a Broader Crackdown

The complaints portal forms part of Italy’s broader efforts to tighten control over online gambling. On 5 August, the regulator ordered internet providers to block another 190 unauthorised gambling domains by 20 August, bringing the national blocklist to more than 12,000 websites.

Visitors to these domains will be redirected to an official notice explaining that the operator is not authorised in Italy. While domain blocking targets the unlicensed market, the new portal will give customers of licensed operators an official route for resolving disputes.