Brazil Plans New Customer-Support Rules for Betting Firms

Brazil.- 30 July 2026 www.zonadeazar.com The Brazilian Government is preparing at least two new regulations for the fixed-odds betting market, focusing on operator ombudsman services and specialist health-support channels for customers experiencing gambling-related harm.

The measures could be published during the coming months and before the end of 2026 as part of a broader effort to strengthen consumer protection and responsible-gambling policies.

News Details

One of the proposed regulations is expected to define the customer-support services that betting platforms must provide for complaints concerning individual wagers, withdrawals, account registration and other aspects of the operator-customer relationship.

The Government is also considering a requirement for ombudsman services to operate with sufficient independence from operators’ commercial and operational departments, supporting an impartial review of customer complaints.

The second measure will address health-support channels for customers at risk of gambling addiction or related disorders. Although some platforms already provide such services, the authorities believe further clarity is required regarding their scope, protocols, referral procedures and promotion among users.

Industry Context

Existing rules already require authorised operators to provide internet-accessible customer-support and ombudsman channels. These services must also guide at-risk customers and their families towards appropriate support and treatment. Land-based operations must additionally provide access in person.

The Secretariat of Prizes and Betting is developing a broader review of responsible-gambling policies. Planned initiatives include an integrated tool allowing customers to view and monitor their gambling behaviour while supporting the identification of risk profiles and harm-prevention measures.

Brazil’s Ministry of Health also launched a national campaign in July warning consumers about the risks of problematic online betting and promoting mental-health services available through the Unified Health System to affected customers and their families.

Next Steps or Impact

The future regulations could establish minimum requirements covering staffing, independence, accessibility, complaint records, response deadlines and referral mechanisms for customers requiring specialist support.

Operators may need to review their customer-service structures, train employees and document complaints and gambling-harm interventions more rigorously.

The Government is not currently planning an immediate prohibition of the regulated betting market. The more likely approach is a gradual tightening of supervision through targeted restrictions and controls, rather than dismantling an industry with significant economic links to sport and the media.

Edited by: @_fonta