Italy to launch online gambling dispute resolution portal in 2026

Italy continues to reform its online gambling market, focusing on player protection, transparency of licensed operators, and digital oversight. One of the key innovations is the centralized online portal, Portale delle segnalazioni, launched by the Italian Customs and Monopoly Agency (ADM) to handle user complaints.

The new system aims to simplify interactions between players and operators while strengthening the regulator's oversight of compliance with regulations in the licensed market.

How the new ADM portal will work

Through Portale delle segnalazioni, players will be able to submit complaints related to disputes with licensed online operators. To use the system, users will need to verify their identity through the Italian digital system SPID or the CIE electronic identity card.

When submitting a complaint, users must provide information about their gaming account and the operator with whom the dispute has arisen. This will allow the ADM to centrally track complaints and create a more structured dispute resolution process.

At the same time, the regulator will not immediately intervene in every dispute. Initially, the player must attempt to resolve the issue directly with the operator.

72 hours to respond to the player

One of the features of the new procedure is a set response time for the operator. The licensee has 72 working hours, excluding public holidays, to respond to the complaint.

If the operator does not respond within the specified timeframe or the player is not satisfied with the decision, the dispute can be referred to the ADM.

Once the procedure is completed and a final decision is made, the complaint is closed. The same complaint cannot be resubmitted. This mechanism should make the conflict resolution process more consistent and reduce the number of unresolved complaints.

ADM Strengthens Digital Controls

The launch of the portal is part of a larger modernization of the Italian online gambling regulatory system. ADM continues its collaboration with the state-owned technology company SOGEI, which specializes in digital infrastructure and cybersecurity.

One of the areas of work is combating unlicensed operators and improving user security, as the transition of players and companies to the digital environment creates additional risks.

Additional resources for oversight have emerged following the reform of the online licensing system. New concessions have been awarded to 48 operators, each paying €7 million for a license. These funds should facilitate stronger oversight, market monitoring, and enforcement.

Online gambling is growing, while the land-based market awaits reform

Amid the digital modernization of the online sector, reform of the land-based gambling industry in Italy remains uncertain. Proposals to revise retail market regulations have not yet received the necessary political momentum.

As a result, a noticeable contrast is emerging: the online segment is receiving new tools for monitoring and protecting players, while regulation of land-based establishments remains without a clear timetable for changes.

For international operators, this means they must closely monitor Italian requirements and consider the differences between the online and offline segments when planning their market entry.

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