Italy’s Customs and Monopolies Agency (ADM) will launch a central portal for complaints concerning licensed online gambling operators on 10 September.
The system will provide a single route for players to report unresolved issues involving gaming accounts, concession requirements and gambling products. It will also allow ADM to monitor whether operators comply with mandatory response periods.
Players must initially submit complaints to the operator with which their gaming account is registered. Operators will have 72 hours, counted across working days, to respond through their customer support operations.
A player may escalate the matter to ADM when the operator does not answer, provides an unsatisfactory response or fails to resolve the issue. Operators receiving a complaint through the regulator’s portal will then have a further 72 hours to reply to ADM.
The deadline begins at 00:01 on the day after submission and normally expires at 23:59 on the third working day. A public holiday extends the calculation accordingly.
Operators can request supporting documents or additional information through the portal within the response period. Supplying that information will start a new 72-hour deadline.
Access will require identification through Italy’s SPID digital identity system or an electronic identity card. Players without either credential may contact ADM’s Remote Gaming Office by email, but must provide identification, their gaming account number, the relevant concessionaire and a detailed account of the alleged breach.
ADM staff will then enter the complaint into the portal and the system will send the resulting response to the user’s email address. Complaints sent directly to ADM’s general email channels after the launch will be redirected to the required operator-first process.
The measure accompanies Italy’s reorganisation of remote gambling oversight under Legislative Decree No. 41/2024. The framework introduced nine-year online concessions, a €7m ($8.1m) entry fee and strengthened operational and player-protection requirements. Forty-six applicants were admitted to the first stage of the licensing process.
ADM has also revised its treatment of extended land-based concessions. On 3 August, the regulator replaced fixed bingo extension charges with 81 revenue-linked bands following rulings from Italian and European courts.
Operators must place a link to the reporting portal within the responsible gaming section of their websites
