Rising complaints prompt urgent call for consumer protection reforms

The Chilean Association of Casinos (ACCJ) recently held a meeting with the country’s National Consumer Service (Sernac) to address the growing concerns regarding consumer protection in relation to online betting platforms.

Over the past three years, the Chilean Gaming Board (SJC) has received a total of 157 complaints. In 2021 alone, 26 complaints were registered, which significantly escalated to 113 complaints the following year. As of the current year, 18 additional complaints have been lodged.

Among the online betting platforms, Betano received 25 complaints, while Betsson and Juegalo were the subjects of 16 complaints each. Coolbet received eight complaints during this period.

The ACCJ emphasised that the increasing number of complaints highlights the urgent need for legal reform, as these online operators are essentially operating outside the purview of the law. Cecilia Valdés, the executive president of the ACCJ, expressed her concern regarding the difficulties in effectively addressing these complaints, stating, “It is very difficult to identify the responsible person, and the powers of the Public Ministry are limited.”

Valdés further explained that despite the complaints being investigated by regional prosecutor’s offices, none of the cases have reached the formalisation stage due to the challenges in identifying the individuals responsible for the illicit activities conducted through websites with domains located outside of Chile. This has hindered the enforcement process, rendering the existing powers of the Public Ministry inadequate.

In an effort to rectify this situation, Cecilia Valdés met with the National Consumer Service (Sernac) to collaborate and enhance customer protection policies. Valdés expressed her interest in working closely with the government body to strengthen legal measures and improve the overall safety and security of online betting platforms.

The ACCJ’s initiative seeks to bring about significant improvements in consumer protection measures in Chile, addressing the current challenges faced by customers and fostering a more secure and regulated online betting environment.

As the discussions progress, stakeholders anticipate the implementation of comprehensive measures to safeguard consumers and ensure a transparent and accountable online betting industry in Chile.

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