Dispute channel
Italy's Customs and Monopolies Agency (ADM) will open a formal escalation route for players with unresolved disputes against licensed online operators from September 10. The system is called Portale delle segnalazioni and gathers complaints in one place.
A complaint is filed through SPID or an electronic ID card (CIE), and requires the gaming account details and the operator's name. ADM stays out at first: the customer and the licensee settle it between themselves. The operator has 72 working hours to answer, counted in working days excluding public holidays. No reply, or an unsatisfactory one, sends the complaint to the agency. ADM reviews the operator's original response and can open a further check, giving the licensee another 72 hours to supply information. The agency then issues operational orders or applies other measures where a breach of licensing obligations is found. Once ADM gives its final answer the complaint is closed and cannot be filed again. For operators that means a mandatory response procedure for claims, with the working calendar to be tracked.
Licensing regime
The portal sits inside ADM's work with the state IT provider SOGEI on a 'protective shield' for the regulated online market: cybersecurity meant to limit consumers' access to unlicensed operators. The Ministry of Economy and Finance (MEF) backed the project. Funding comes partly from the new online gambling licensing regime, under which 48 operators took concessions at €7 million ($8.05 million) each. ADM head Roberto Alesse has called the resources of the new regime the basis for tighter oversight of the sector.
Land-based gambling is behind. The reform has stalled: last week Giorgia Meloni's government pulled the decree on reorganising land-based gambling from the parliamentary agenda until the end of 2026. The trigger was Meloni's refusal of a settlement on licence terms and nationwide rules agreed between MEF and the autonomous regions. Whether talks resume in 2027 is unclear, with government attention moving to the budget cycle and the electoral calendar ahead of the next general election.
