Italy’s Customs and Monopolies Agency (ADM) will introduce a new centralised complaints system for online gambling customers on 10 September 2026, adding another consumer-protection measure to the country’s wider overhaul of the regulated digital market.
The regulator formally announced the launch on 3 August. Its official notice confirms that the new “Portale delle segnalazioni” will become operational from 10 September and will provide players with a dedicated channel for disputes involving licensed online gambling operators.
Under the new procedure, customers must initially raise their complaint directly with the gambling company involved. Licensed operators will have a maximum of 72 working hours to respond, with weekends and public holidays excluded from the calculation. The 72-hour requirement is also included in ADM’s concession framework governing the handling of player-account complaints.
If the operator does not reply within that period, or if the customer considers the response inadequate, the dispute can then be escalated through ADM’s portal.
Players using the service will need to authenticate themselves through Italy’s SPID digital identity system or an electronic identity card, known as CIE. They will also be required to provide information identifying their gaming account and the licensed operator involved.
ADM will not automatically intervene when a complaint is first submitted. The initial stage remains a matter between the player and the operator, with the regulator stepping in only when the established complaints process fails to deliver a satisfactory outcome.
Once ADM becomes involved, it can examine the operator’s handling of the case and request additional documentation or explanations. Operators will again have up to 72 working hours to supply the requested information. The regulator may then issue instructions to the licensee or take further action if its investigation identifies a breach of concession or regulatory requirements.
A complaint will be considered concluded once ADM delivers its final response, after which the same case cannot be resubmitted through the portal.
The system forms part of Italy’s broader restructuring of online gambling regulation, which has placed greater emphasis on direct regulatory oversight, player protection and stricter technical standards for licensed operators. ADM describes its role as safeguarding both consumers and state interests while supervising authorised gambling activity.
The complaints platform is being developed alongside further measures targeting illegal gambling websites. ADM continues to block access to unauthorised gaming domains under Italy’s existing website-inhibition framework, while authorities are also working on stronger technological protections intended to steer customers toward the regulated market.
Italy’s online reforms are progressing faster than the planned restructuring of the land-based sector. The government has delayed that part of the regulatory overhaul after failing to reach a final agreement on issues including licensing conditions and nationwide rules governing physical gambling venues.
The September launch therefore represents one of the clearest practical changes resulting from the online reform programme, giving Italian players a defined escalation route when disputes with licensed gambling operators cannot be resolved directly.