ADM to launch new Italy gambling disputes portal for players in September

Italy’s Customs and Monopolies Agency (ADM) is moving ahead with a new digital system intended to give players a more structured route for raising complaints about licensed online gambling operators. The initiative places greater emphasis on transparency, accountability and consumer protection as Italy continues to reshape its regulated online gambling market.

The new gambling disputes process is expected to provide a central point through which players can submit complaints after first seeking a resolution directly from the relevant concessionaire. The development forms part of a broader effort to strengthen supervision of Italy’s expanding digital gambling sector while maintaining a clear distinction between operator-level customer service and regulatory intervention.

ADM prepares a central complaints system

The planned Portale delle segnalazioni is designed to create a more consistent process for handling complaints involving licensed online gambling operators. Rather than requiring players to navigate different procedures without a common regulatory interface, the system is intended to provide a central route for cases that remain unresolved after the initial complaint has been made to an operator.

The system is expected to rely on Italy’s established digital identity infrastructure. Users will need to authenticate themselves through recognised electronic identification methods such as SPID or the electronic identity card, known as CIE. These systems are already widely used for secure access to Italian public administration services.

Players will also be expected to provide relevant information about their gaming account and the concessionaire involved. This should allow complaints to be associated with the correct operator and account while giving the regulator a more structured record of the matter under review.

The approach is significant because the regulatory process is not intended to replace the operator’s own customer support system. Under the framework governing Italy’s new online concessions, players are required to contact the concessionaire first. Where an operator does not respond or where the response does not resolve the matter, the player can then escalate the complaint through the ADM system.

Operators remain responsible for the first response

The introduction of the portal does not remove the responsibility of licensed operators to maintain effective customer support arrangements. The current concession framework requires operators to establish dedicated contact centres for player complaints involving gaming accounts.

Operators are required to respond to complaints within a maximum of 72 hours. The same framework provides for the subsequent handling of unresolved complaints through the ADM reporting portal.

This structure creates a two-stage process. The first stage remains a direct exchange between the player and the licensed operator. The second stage allows ADM to become involved when the initial process has not produced a satisfactory resolution.

For operators, this makes complaint handling a regulatory compliance issue rather than simply a customer-service matter. The concession arrangements also provide for financial penalties where specified obligations are not met. ADM has previously reminded concessionaires of their obligations concerning contact centres and indicated that failure to establish the required service can result in a €50,000 penalty.

A stronger regulatory record for gambling disputes

One of the main advantages of a centralised system is the potential to make complaint handling more measurable. A regulator can obtain a clearer picture of how many complaints are being submitted, how quickly operators respond and which types of disputes require further attention.

That does not necessarily mean ADM will decide every disagreement between a player and an operator. Instead, the system provides a regulatory channel through which unresolved cases can be brought to the agency after the operator has had the opportunity to address the complaint.

This distinction is important from a legal and regulatory perspective. A complaint submitted to ADM does not automatically establish that an operator has breached its concession or that a player's allegation is correct. The underlying circumstances must still be assessed under the applicable rules.

The centralised model can nevertheless improve procedural clarity. Players can understand where a complaint begins, when escalation may be appropriate and which authority is responsible for the regulatory stage of the process.

Sogei supports the digital infrastructure

ADM is working with state-owned technology company Sogei on the digital infrastructure supporting the reporting system. Sogei has a longstanding role in developing and managing information technology services for the Italian public administration.

The cooperation is particularly relevant as Italy's gambling regulation becomes increasingly dependent on digital monitoring, account identification and the secure exchange of information. ADM already operates a broad range of digital systems covering online gaming accounts, concessionaire services and regulatory data.

The reporting portal therefore fits into a wider technological transition rather than representing an isolated consumer-service project. The objective is to connect player complaints with the regulatory infrastructure already used to supervise licensed gambling activity.

The wider online framework also places considerable emphasis on traceability and control. Italy's 2024 legislation governing the reorganisation of public gambling established a concession system for online gambling and introduced a range of requirements covering operators, technology, player protection and the fight against unauthorised gambling.

Italy strengthens its online licensing framework

The complaints system comes as Italy continues to implement its revised online gambling concession regime. The new framework established concessions lasting up to nine years and introduced a €7 million one-off payment for each concession requested, subject to the applicable rules and limits on the number of concessions available to a single corporate group.

The original account of the reform referred to 48 operators receiving concessions. More recent reporting indicates that the online tender ultimately produced 52 concessions at €7 million each, generating €364 million in one-off concession revenue. The figure of 52 should therefore be used rather than 48 when describing the completed allocation.

The scale of the licensing process underlines why effective regulatory monitoring has become increasingly important. Operators are subject to more detailed obligations while ADM is required to supervise a market that is becoming more technologically complex.

The new complaints infrastructure can consequently be viewed as part of the wider implementation of Italy's online gambling reform rather than as a standalone consumer initiative.

Player protection remains a central consideration

Consumer protection is becoming increasingly important as more gambling activity takes place through digital channels. Online operators can provide services around the clock and across multiple devices, making effective identity management, account controls and complaint procedures essential parts of the regulatory framework.

ADM's wider regulatory programme also includes measures designed to restrict unauthorised gambling websites. The agency maintains systems for blocking websites that offer or promote gambling without complying with Italian requirements.

The distinction between licensed and unlicensed activity is particularly important for players. A regulated operator operates under a concession framework that includes technical, financial and consumer-protection requirements. A central complaints process can therefore help reinforce the accountability mechanisms attached to that regulatory status.

At the same time, players should continue to follow the complaint procedures established by their operator before escalating a matter to ADM. The regulator's portal is not intended to eliminate the first stage of communication with the concessionaire.

Online reform advances while retail policy remains unsettled

The development of the online complaints system contrasts with the slower progress of Italy's reform of land-based gambling. The government and regional authorities have continued discussions over the reorganisation of the physical gambling network, including issues involving territorial rules, licensing arrangements and the distribution of gambling-related revenues.

The retail reform remains politically and institutionally more complicated because responsibilities and interests are divided between central government, regions and local authorities. Discussions during 2026 have continued to focus on finding a workable framework for the physical gambling network.

This creates two different regulatory trajectories. Online gambling has already moved through a substantial legislative and licensing transformation, while the physical market remains subject to ongoing institutional negotiations.

The difference is important because Italy is attempting to create a coherent framework for a market that now operates across both digital and physical channels. The online sector has a more clearly defined path towards new concession arrangements and digital oversight, whereas land-based reform still requires further political coordination.

What the new system could mean for operators

For licensed operators, the central complaints system is likely to increase the importance of accurate record keeping and timely customer support. A complaint that remains unresolved may move beyond the operator's internal processes and become visible to the regulator through the formal escalation mechanism.

This does not mean every complaint will result in regulatory action. Individual disputes can involve contractual questions, account information, payment issues or disagreements over the interpretation of applicable terms. The role of ADM is to assess matters within its regulatory responsibilities rather than automatically support either side of a private disagreement.

Operators are therefore likely to have a strong incentive to maintain clear procedures for handling complaints and to ensure that staff understand the applicable response deadlines. A well-documented internal process can also make it easier to demonstrate compliance if a matter later reaches the regulator.

What players should know

Players using licensed online gambling services should generally begin by contacting the operator directly when a dispute arises. Relevant account information, transaction records and correspondence may be useful when explaining the issue and requesting a resolution.

If the operator fails to respond within the applicable period or provides an answer that does not resolve the matter, the player may then be able to use the ADM reporting channel under the applicable procedure.

Players should also distinguish between a complaint about an operator and a general request for information about gambling regulation. Different ADM services exist for different purposes and the agency has previously indicated that certain issues should be directed through the appropriate gaming channels rather than unrelated reporting systems.

A significant step in Italy’s digital gambling oversight

The planned expansion of ADM's digital complaints infrastructure reflects a broader change in how Italy supervises online gambling. The emphasis is increasingly on traceable transactions, identifiable operators, measurable customer-service obligations and regulatory systems capable of handling complaints in a structured way.

For players, the principal benefit is procedural clarity. A centralised channel can make it easier to understand what happens when an operator-level complaint remains unresolved.

For operators, the development reinforces the importance of treating customer complaints as part of the wider compliance framework. The combination of mandatory contact centres, response requirements and regulatory escalation means that complaint management is becoming more closely connected with concession obligations.

The significance of the initiative should therefore be measured not simply by the launch of another government website. Its importance lies in the creation of a clearer link between the player, the licensed operator and the regulator.

As Italy continues to modernise its online gambling framework, the handling of gambling disputes is becoming an increasingly visible part of regulatory policy. A central reporting mechanism can provide a more consistent route for unresolved complaints while giving ADM better visibility over how concessionaires fulfil their obligations. If implemented effectively, the system could strengthen confidence in the regulated market without changing the fundamental principle that operators remain responsible for addressing player complaints in the first instance.

Conclusion

Italy's evolving online gambling framework is entering a more mature phase in which licensing is being accompanied by stronger mechanisms for monitoring operator conduct and protecting players. The ADM complaints portal represents an important part of that transition because it creates a clearer escalation route when a player's initial complaint has not been resolved.

The initiative also demonstrates how regulation is moving beyond traditional licensing and enforcement. Digital identity, centralised reporting and measurable response requirements are becoming integral components of the supervisory structure.

For players, the process should offer greater clarity about where to turn when a complaint remains unresolved. For operators, it reinforces the need for reliable customer-service procedures and careful compliance with concession requirements.

The wider Italian market is still undergoing significant change, particularly in the land-based sector. Yet the direction of travel for online gambling is increasingly clear. Italy is seeking a system in which licensed operators remain accountable, complaints can be tracked through defined procedures and the regulator has the digital tools needed to supervise a rapidly changing market. The development of the new portal is therefore more than an administrative adjustment. It is another indication that player protection and regulatory accountability are becoming central features of Italy's modern gambling framework.

FAQs

What is Italy's new gambling disputes portal?
It is a digital reporting system associated with ADM that is intended to provide players with a central route for escalating unresolved complaints involving licensed online gambling operators.

Who should players contact first when a dispute arises?
Players should normally contact the relevant licensed operator first. The operator is responsible for handling the initial complaint before the matter can be escalated through the ADM process where applicable.

How quickly must an online gambling operator respond?
The concession framework requires operators to provide a response to player complaints within a maximum of 72 hours in the circumstances covered by the relevant requirements.

Will ADM automatically decide every player complaint?
No. A complaint reaching ADM does not automatically mean that the regulator will rule in favour of the player. The agency's role is governed by its regulatory responsibilities and the circumstances of the individual case.

What information may players need to submit?
Players may need to provide identifying information, details concerning their gaming account, the operator involved and information explaining the complaint and the steps already taken with the concessionaire.

Why is digital identification relevant?
Digital identification helps establish the identity of the person submitting a complaint and supports secure access to public digital services. Italy's public administration uses systems including SPID and CIE for digital authentication.

What is Sogei's role?
Sogei is an Italian state-owned technology company that works on information technology infrastructure and digital services for public administration. It has been involved in the development of the digital infrastructure supporting the ADM reporting system.

Does the portal replace operator customer support?
No. The regulatory reporting system is intended to complement rather than replace the complaint and customer-service channels that licensed operators are required to maintain.

How does the portal fit into Italy's wider gambling reform?
The system forms part of a broader regulatory transformation of online gambling that includes new concessions, technical requirements, player-protection measures and stronger controls over unauthorised gambling activity.

What could the system mean for the Italian gambling market?
It could provide greater procedural clarity for players and give ADM a more structured way to monitor complaint handling and operator compliance within the regulated online gambling market.