The Brazilian federal government’s Consumidor.gov.br platform received, between January and April 2025, more than 1,000 complaints related to gambling companies, most of them related to blocked accounts, bonuses with hidden rules, inefficient customer service, and campaigns accused of encouraging indebtedness.
According to the National Consumer Secretariat (Senacon), the most cited companies were Betano, for complaints of blocking after winning, delays in rewards, and poor support; bet365, for generic answers and poor problem solving; and Novibet, for alleged misleading advertising and inefficient service.
Betfair is also mentioned, for technical failures and difficulty in closing accounts, and XPbet, due to delays and withholding of amounts paid. However, the report did not detail the number of complaints received by each platform.
The Head of Senacon, Wadih Damous, said: “The situation is worrying. Many Brazilians are lured by illusory promises of quick profits, in an environment that lacks transparency and is sometimes abusive.”
According to the government, online operators must be registered with Consumidor.gov.br so that the various bodies of the National Consumer Defense System can monitor and follow up on complaints, promoting greater security and reliability in the industry.
Recently, representatives of the gambling sector participated in a webinar on how to use the platform. Experts introduced its functionalities, highlighting points such as public and internal indicators, response times, and the use of data to improve business practices.
The General Coordinator of the National Consumer Defense Information System, Alexandre Shiozaki, commented: “The platform is not only a complaints channel, but also a management tool that generates data for monitoring, prevention, and continuous improvement of the service.”
For his part, Vitor Hugo do Amaral, Director of the Department of Consumer Protection and Defense (DPDC), said: “Building a responsible gambling market requires strengthening consumer protection tools. Consumidor.gov.br plays a strategic role in this aspect.”
Finally, the SPA’s Deputy Secretary, Carolina Yumi de Souza, stated: “It is essential that companies offer efficient, decisive and transparent channels, ensuring that the gambling environment is not only safe from a legal point of view, but also respectful, ethical and aligned with the rights of Brazilian consumers.”
Original article: https://www.yogonet.com/international/news/2025/05/29/106288-brazilian-platform-consumidorgovbr-registers-1-000-complaints-on-gambling
