Italy’s ADM Sets September 10 Launch for Online Gambling Dispute Escalation Portal

Italy’s Customs and Monopolies Agency (ADM) will open a formal channel for online gambling customers to escalate unresolved disputes with licensed operators on September 10. The system, named Portale delle segnalazioni, centralizes complaints as part of the agency’s reorganization of the regulated online sector.

Customers must first direct complaints to the operator, which is required to respond within 72 working hours, calculated on business days excluding public holidays. Escalation to ADM is permitted only if the operator misses the deadline or if the customer finds the response unsatisfactory. Registration requires SPID or Italy’s electronic identity card (CIE), along with player account details and the operator name.

ADM Review and Resolution Process

Once escalated, ADM examines the operator’s original response and may initiate a supplementary investigation, providing the licensee an additional 72-hour period to furnish further information. Depending on its conclusions, ADM can direct operational changes or pursue measures for any breach of licensing obligations. The agency’s final response closes the matter, with no option for resubmission.

The portal supports ADM’s collaboration with state-owned IT provider SOGEI on a protective shield to block consumer access to unlicensed operators. The Ministry of Economy and Finance (MEF) has endorsed the project. Funding flows in part from the new online licensing regime, in which 48 operators secured concessions at €7 million ($8.05 million) each. ADM Director Roberto Alesse identified these resources as key to expanded oversight.

Online Advances Against Land-Based Stalemate

These steps contrast with stalled reform in Italy’s land-based gambling sector. Last week the government led by Prime Minister Giorgia Meloni withdrew the Reorganization Decree from the parliamentary agenda for the remainder of 2026. The action followed Meloni’s rejection of a negotiated settlement between MEF and autonomous regions on licensing terms and nationwide rules. Prospects for resumption in 2027 are uncertain given the pending budget cycle and next general election. According to reporting by Yogonet International, the online measures form part of ADM’s sustained sector reorganization.

Reporting: Yogonet International

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