The launch of the new portal was announced by the ADM on 3 August, as the agency completes a further directive of the reorganisation of Italy’s online gambling sector, focused on strengthening consumer protection and player safety.
Named the “Portale delle segnalazioni”, the ADM has created a central system to track disputes between customers and licensed online gambling operators.
Under the new requirements, operators have 72 working hours to respond to a customer complaint, with the period calculated according to working days and excluding public holidays.
Should a customer fail to reach a resolution or believe that the response provided by the operator is unsatisfactory, they will be able to escalate the matter for review by the ADM.
Users of the portal must register complaints using SPID or Italy’s electronic identity card (CIE) and provide ..