Between January and April 2025, Brazil’s federal consumer complaint platform, Consumidor.gov.br, received more than 1,000 complaints about online gambling companies. This has raised serious concerns about consumer protection and responsible gaming in the country.

The National Consumer Secretariat (Senacon) revealed users primarily reported issues such as blocked accounts, bonuses with hidden conditions, and illicit promotional campaigns. The increased number of grievances reflects rising public frustration with online gambling operators in Brazil’s digital betting market.

Betano, bet365, and Novibet Among Most Cited

Betano, bet365, and Novibet were among the companies with the highest number of complaints. According to Senacon, Betano was frequently flagged for blocking accounts after winnings, delayed reward payments, and unresponsive customer service. Another global operator, Bet365, was cited for generic responses to users and poor problem resolution. Also, Novibet faced criticism over misleading advertising and inefficient support channels.

The authority mentioned other platforms like Betfair and XPbet. However, the report didn’t provide an exact breakdown of the complaints per platform.

Government Calls for Stronger Consumer Protections

Speaking on the matter, Wadih Damous, Head of Senacon, expressed alarm:

“The situation is worrying. Many Brazilians are lured by illusory promises of quick profits, in an environment that lacks transparency and is sometimes abusive.”

Damous emphasised the need for consumer safeguards in the face of deceptive gambling promotions. The federal government has made it clear that Brazilian gambling companies must register on Consumidor.gov.br. So, national and regional consumer defense bodies can monitor complaints and improve accountability.

Webinar Highlights Platform as a Monitoring Tool

To strengthen regulations and cooperation with the gambling sector, the government hosted a webinar attended by company representatives. During the event, experts highlighted the platform’s features, including public performance indicators, average response times, and data analytics capabilities to improve business practices.

Alexandre Shiozaki, General Coordinator of the National Consumer Defense Information System, noted:

“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.”

A Strategic Role in Responsible Gambling

The government’s message shows that Brazil’s online gambling industry must champion consumer protection. 

Vitor Hugo do Amaral, Director of the Department of Consumer Protection and Defense, highlighted the platform’s strategic value of the platform:

“Building a responsible gambling market requires strengthening consumer protection tools. Consumidor.gov.br plays a strategic role in this aspect.”

Carolina Yumi de Souza, Deputy Secretary of the Secretariat for Evaluation, Planning, Energy, and Lottery (SPA), also added:

“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.”

With this move, Brazil’s regulated market emphasizes consumer rights and accountability through platforms like Consumidor.gov.br to shape its future direction.