Italy’s Customs and Monopolies Agency, known as the ADM, is set to launch a new centralised complaints portal for online gambling disputes on 10 September.
The launch was formally announced by the ADM on 3 August as the agency continues its broader reorganisation of Italy’s online gambling sector.
The initiative forms part of a wider regulatory push aimed at strengthening consumer protection and improving player safety across the country’s licensed online gambling market.
The new portal has been named the “Portale delle segnalazioni” and will serve as a central tracking system for disputes between customers and licensed online gambling operators.
Under the new requirements, operators will have 72 working hours to respond to any customer complaint, with the timeframe calculated according to working days and excluding public holidays.
If a customer fails to reach a satisfactory resolution with an operator, they will be permitted to escalate the matter directly to the ADM for further review.
The ADM can step in where an operator fails to respond or where the customer considers the operator’s response unsatisfactory or unable to fully resolve the dispute.
Once involved, the ADM has the authority to review the operator’s response and launch a supplementary investigation, requiring the licensee to supply further information within an additional 72-hour window.
The development marks a meaningful step forward in Italy’s ongoing effort to bring greater accountability and transparency to its online gambling sector.
However, progress on land-based gambling reform has hit a notable obstacle, with the Meloni government removing the Reorganisation Decree for land-based gambling from its remaining parliamentary agenda for 2026.
That decision followed Prime Minister Giorgia Meloni’s rejection of a proposed settlement covering licensing terms and nationwide rules for land-based gambling, which had been negotiated between the MEF and Italy’s autonomous regions.
The contrast between the ADM’s active digital reforms and the stalled land-based agenda highlights the uneven pace of gambling regulation modernisation across the country.
