The Ministry of Justice and Public Security (MJSP) and the Ministry of Finance (MEF) have ordered all SPA-licensed online gambling operators to register on SENACON, the Brazilian consumer agency’s platform at Consumidor.gov.br. The platform allows players to resolve disputes with operators through a free public service.
The platform aims to facilitate information sharing and communication between consumers and companies during disputes. SENACON will monitor consumer rights in the new regulated online gambling market. It went live in January. Authorities warned operators about potential penalties for non-compliance. They could face these penalties if they fail to join the platform or follow its rules.
Players will be able to lodge complaints against licensees directly through the consumidor.gov-br platform. Within 10 days, operators will have to review complaints. SENACON does not act as an intermediary and stresses that the platform serves to facilitate interactions on disputes. It makes it easier to track the progress of complaints in a transparent way.
SENACON reports that its platform resolves 81 percent of cases and has handled over 8.9 million consumer complaints successfully.
Authorities warned operators of potential penalties for non-compliance. These penalties would apply if they fail to join the platform or follow its rules. Brazilians now have a direct and efficient channel to register and monitor their complaints, strengthening balance in consumer relations.
According to federal gambling regulator SPA, it would work with SENACON to monitor the conduct and reputation of gambling licensees.
Regis Dudena, the secretary, said that betting operators’ participation on Consumidor.gov.br reflects the Ministry of Finance’s commitment. It ensures that all practices comply with legal standards and respect consumer-bettors.
For now, SPA has invited Brazilian states to a meeting. They will discuss the possibility of closer alignment between federal gaming regulations and state-level rules. The SPA has also updated its list of licensed betting operators. 4Win of Lucky Gaming, together with Esporte 365, BetAki, and Jogo de Ouro of Vanguard Entretenimento Brasil. Currently, the regulator has issued 80 online betting licenses. Of these, 71 were granted through the standard regulatory process, while nine were provisional, covering a total of 175 brands.
