Italy Online Casino Complaints Portal: ADM Player Guide

Players at licensed Italian gambling sites are getting a formal place to raise disputes. The Agenzia delle Dogane e dei Monopoli (ADM) set 10 September 2026 as the start date for the Portale delle segnalazioni, its Italy online casino complaints portal, which also covers betting and other online gaming accounts.

ADM describes the portal as the single entry point for online players' complaints against licensed operators, built around a tracked, two-step process. Players file the complaint with the operator first, and the operator must reply within 72 working hours. ADM only steps in if that reply is missing or does not settle the matter.

What is the ADM Portale delle segnalazioni?

The portal is a web application inside ADM's main website. It lets holders of an online gaming account send a formal complaint to a remote gaming concessionaire, follow its status and read the reply. See the official Portale delle segnalazioni page for the login route.

According to AGIMEG's report on the portal, complaints can cover gaming account management and other matters within ADM's remit, such as how a concession is run and gaming products. ADM said links to the portal would also be placed in the responsible gaming sections of licensed operators' sites.

The portal puts into practice Article 17(3)(c) of the remote gaming concession agreement, which requires every licensed operator to run a customer contact centre for complaints.

How do you file a complaint on the Italy online casino complaints portal?

The main route is to sign in with SPID, Italy's public digital identity system, or with the CIE electronic identity card. You then give your gaming account details and name the operator involved.

Players without SPID or a CIE can email ADM's remote gaming office instead. The email should include a copy of your identity card, the number of a gaming account held in your name, the operator's name, a detailed description of what happened and any supporting documents. ADM staff then enter the complaint into the portal, and replies are sent to the player's email address. For these complaints, the operator's 72 hours start when the complaint is entered in the portal.

ADM said that from 10 September, if it receives remote gaming complaints at its institutional email or PEC addresses, it will tell the sender to take the matter to their operator first through the portal.

How does the 72-hour operator reply rule work?

The operator has 72 working hours to answer. Under ADM's rules, the clock starts at 00:01 on the day after the complaint is filed and ends at 23:59 on the third day, counting working days only. If a public holiday falls within that window, the deadline moves to the fourth day.

An operator that needs more evidence can ask for documents through the portal. Once the player sends them, a fresh 72-hour period begins.

When does ADM step in?

The second step opens if the operator does not reply or the player is not satisfied with the answer. For the first few months, and until ADM announces otherwise, this second step runs outside the portal: the player emails ADM's remote gaming office at dir.giochi.gad-scommesse@adm.gov.it with an identity document, the complaint code from the portal, a short explanation and any relevant documents.

ADM then reviews the case and can give the operator a further 72 hours to respond. Yogonet's coverage notes that ADM can then give the operator directions where appropriate, and may take further action if it finds a breach of licence obligations. ADM's final reply closes the case, and the same complaint cannot be filed again.

What it means for players

The portal only covers operators that hold an ADM remote gaming concession. If you play on a site without an Italian licence, this route is not available, which is one reason to check a site's credentials before signing up. Our checklist for spotting a trustworthy online casino covers what to look for.

Before filing, gather screenshots, transaction records and your account number. Keep complaints factual and respond quickly if the operator asks for documents, because the deadline restarts only once they arrive.

A complaint process is not a way to recover losses from normal play. If a dispute is causing stress, or gambling no longer feels like entertainment, our responsible gambling guide lists tools and support. For wider context on why regulated markets offer these routes, read how online casino licensing protects players.

Questions about the Italy online casino complaints portal

Can I use the ADM complaints portal without SPID?

Yes. You can sign in with a CIE instead, and if you have neither you can email ADM's remote gaming office with an ID copy, your account number, the operator's name and a description of the issue. ADM staff then load the complaint into the portal.

What happens if the casino does not reply within 72 working hours?

For now, you can take the case to ADM by email, including an ID document and the complaint code from the portal. ADM may give the operator a further 72 hours and then issues a final reply.

Does the portal cover unlicensed or offshore casinos?

No. It is limited to concessionaires licensed by ADM for remote gaming.

Can I complain directly to ADM first?

No. ADM requires players to take the complaint to the operator first through the portal. It only handles a complaint once the operator has failed to answer or the answer was unsatisfactory.

Source information checked on 13 September 2026. ADM may update the procedure, deadlines or contact details.