Complaints Resolution
A business wishing to conduct gambling activities from Gibraltar is required to undergo a rigorous application process to meet the necessary high standards of integrity and probity, as do the executive managers of the business. The operator is then obliged to conduct its business to these high standards once it has been successful in obtaining the licence applied for under the Gambling Act 2005.
There may be instances, however, where a participant believes that a licence holder has acted in an improper manner towards him/her. In this case (s)he, as the "complainant", should lodge a complaint directly with the licence holder (the "respondent") in order to resolve any point of contention. It is a legislative obligation of the licence holder to look into the issue without undue delay.
If the complainant is not satisfied with the decision of the respondent on the matter, (s)he can refer the complaint to the Gambling Commissioner at the Gibraltar Regulatory Authority ("GRA"). The Gambling Commissioner shall then, by the authority conferred on him under the Gambling Act 2005, refer the complaint back to the respondent, and look into the matter himself in order to reach his own conclusions on the issue.
If the respondent is registered with an independent arbitration service provider offering dispute resolution procedures on betting complaints, which is acceptable to the Gambling Commissioner, the Commissioner may agree to that dispute resolution service dealing with such complaints. However, the Commissioner reserves the right to intervene at any time during the dispute resolution process and, if necessary, enforce rulings made by the independent arbitration service provider.
Should a complainant wish to refer the complaint to the Gambling Commissioner, (s)he must complete a Complaint Resolution Request Form ("CRRF"). The following explains the complaints resolution mechanism of the GRA for complaints against holders of licences issued under the Gambling Act 2005, and also explains the steps a complainant must take before completing a CRRF.
See the Gambling Commissioner's advice on complaints.
