Complaints

From 1st of July 2026, licensed remote betting (online/telephone betting) and remote betting intermediaries must comply with new obligations under the Gambling Regulation Act 2024. It is important to note that the GRAI’s role in investigating complaints as set out in the Act, it is to examine alleged contraventions of obligations by licensed operators. As a result, the GRAI cannot resolve disputes between consumers and operators. We monitor compliance with the Gambling Regulation Act 2024 and determine whether a contravention of an obligation has occurred. Customers should escalate any disputes directly with the operator.

Making a Complaint

If your issue is in relation to a dispute with an operator, you will need to escalate it directly with the operator.

The GRAI investigates complaints in relation to potential breaches by licensed operators of their obligations under the Gambling Regulation Act 2024 (the “Act”).

Please note that currently only remote betting and remote betting intermediaries are licensed by the GRAI and not all obligations under the Act have commenced. To find out more about our complaint’s role click here.

Before you make a complaint, check:

  • Is the operator on our register of licensed betting operators? If your complaint is in relation to an unlicensed betting operator click here to use our general enquiries form here.

  • Did the alleged breach of a licenced operator’s obligations under the Act occur after the 1st of July 2026? If not, please note, we cannot investigate alleged breaches that occurred prior the operator receiving a licence from the GRAI.

  • Does the alleged breach relate to a commenced obligation ? If not, we cannot investigate alleged breaches of obligations that are not in force. More information on the obligations can be found here. A full list of the commenced obligations in the Gambling Regulation Act can be found here.

What can I make a complaint about?

GRAI licensed operators providing betting services online or through other remote means must comply with the commenced obligations which include, but are not limited to:

  • A licensee cannot allow a child to participate in a gambling activity.

  • A licensee cannot employ a child.

  • A licensee can only allow an individual to participate in remote gambling if they hold an account with the licensee.

  • Licensees must verify the age and identity of a participant. Who wants to open an online gambling account.

  • A licensed operator cannot unreasonably withhold the payment of a consumer’s winnings, unless for example, the operator becomes aware of a suspicious gambling pattern in relation to the gambling activity.

  • A consumer must be provided with the ability to set a spending limit for gambling with the licensed operator.

  • A licensee cannot accept credit card payments (including payment by any electronic or digital means that uses money loaded from a credit card) or provide credit.

  • A remote gambling licensed operator must close an account holder’s account when requested in writing by the account-holder or after 13 months of inactivity.

  • A licensee must provide a copy of their terms and conditions when an individual first accesses the licensee’s remote betting services.

  • A licensee must provide a copy of the terms and conditions to the consumer each time the terms and conditions change.

  • The licensee must provide a hyperlink to parental control programmes displayed on their homepage and on each online platform where a gambling activity can be accessed.

What are we unable to examine at this time?

  • The complaints form cannot be used to submit a complaint about an unlicensed betting operator. Instead, please use our general enquiries form.

  • Alleged breaches that happened prior to the 1st of July 2026, as the GRAI cannot investigate alleged breaches that occurred prior to the operator receiving a licence from the GRAI. or in relation to obligations that have not yet commenced, for example:

    • Advertising rules and watersheds;

    • Targeted inducements;

    • Sponsorships;

    • National Exclusion Register.

How do I make a complaint?

You can make a complaint using our dedicated online form . Before submitting, please ensure your complaint meets the eligibility criteria outlined above.

You will need to provide:

  • Your name and contact details;

  • The name of the licensed operator your complaint refers to;

  • A clear description of your complaint and the obligation(s) you believe has been breached;

  • The date(s) on which the alleged breach occurred;

  • Any supporting evidence you wish to include.

If you wish to report a potential breach of the act by a licensed operator, please complete the complaints form HERE.

Please note: This page is subject to ongoing review and will be updated as required.