Brazil mandates online betting operators to join government complaint platform

Brazilian authorities have announced a new requirement for all online betting operators seeking to operate in the country: mandatory registration on the government-run complaint platform, Consumidor.gov.br.

The decision, jointly issued by the National Consumer Secretariat (Senacon) under the Ministry of Justice and the Secretariat of Prizes and Betting (SPA) of the Ministry of Finance, is a push to increase transparency and safeguard consumer rights in the growing online betting market.

National Consumer Secretary Wadih Damous described the move as a critical one to foster transparency. “The mandatory registration on Consumidor.gov.br is a fundamental step to ensure that bettors’ rights are respected. Now, Brazilians have a direct and efficient channel to register and monitor their complaints, strengthening the balance in consumer relations,” he said.

Regis Dudena, Secretary of Prizes and Betting, added that the integration of operators into the platform is key to fostering responsible oversight. “The participation of betting operators in the Consumidor.gov.br platform reflects the Ministry of Finance's commitment to ensuring that all practices are carried out in accordance with legal standards, with respect for consumers-bettors,” Dudena said.

The platform, which already handles complaints from various sectors, has processed over 8.9 million cases with an estimated resolution rate of around 81%. Officials say the inclusion of betting companies will bolster consumer confidence, while also allowing regulatory agencies within the National Consumer Defense System to monitor the industry more effectively.

Through Consumidor.gov.br, consumers will be able to file complaints directly with registered betting companies. Once a complaint is lodged, operators have ten days to respond. Consumers then have up to twenty days to evaluate the response, indicate whether the issue was resolved, and rate the level of satisfaction with the service received.

To verify whether an online betting company is officially registered and authorized to operate, consumers can search for the operator’s name on the platform before placing any wagers. The authorities emphasized that this step should become routine for bettors to ensure they are engaging with legitimate services.