Since 1 July 2026, Irish punters have had a formal route to complain about any GRAI-licensed betting site. Part 7 of the Gambling Regulation Act 2024 gives any person the right to submit a complaint to the Gambling Regulatory Authority of Ireland (GRAI) if a licensee breaches a relevant obligation. The process is set out in the Gambling (Complaints Procedures) Regulations 2026 (S.I. No. 170/2026), published 24 April 2026.
Why You Have the Right to Complain
The Gambling Regulation Act 2024 establishes that licensed operators must meet a set of consumer-facing obligations. When they fail to meet those obligations, any affected person can bring a complaint to the GRAI under Part 7 of the Act. This is not a discretionary right — it is a statutory entitlement. A successful complaint can trigger the GRAI's enforcement powers under Part 8 of the Act.
What You Can Complain About
You can submit a complaint to the GRAI about any breach of a licensee's relevant obligations, including:
- Withdrawal delays — the operator is not paying out your winnings within a reasonable time
- Refused winnings — the operator is declining to pay a valid bet
- Failure to close your account — you requested account closure and the operator has not acted
- Credit card accepted — GRAI rules ban operators from accepting credit card deposits
- Deposit limits not applied — you requested an immediate deposit limit and the operator did not implement it
- Responsible gambling tools not working — self-exclusion not actioned, cooling-off ignored
- Bonus disputes — terms applied unfairly or changed without notice
Step-by-Step: How to Make a GRAI Complaint
Collect account statements, screenshots of relevant screens, emails from the operator, and any chat transcripts. Record dates and amounts. The stronger your evidence, the clearer the investigation.
Under the Complaints Procedures Regulations 2026, you must first raise the complaint with the licensee directly. Use the operator's official complaints channel (usually email or online form). State clearly what happened, what obligation was breached, and what outcome you want. Keep a copy.
Operators are required to investigate and respond to complaints within a prescribed timeframe under the Regulations. If you receive no response, or the response is unsatisfactory, make a note of the date and move to step 4.
If the operator does not resolve the complaint to your satisfaction, submit your complaint to the GRAI at grai.ie. Include all evidence and your correspondence with the operator. The GRAI complaints team will assess whether the licensee has breached a relevant obligation.
The GRAI may request further information from you or from the operator. Respond promptly and completely. The investigation is a formal regulatory process — it feeds directly into enforcement action if a breach is found.
What Happens After You Complain
The GRAI will assess your complaint and determine whether the licensee has breached a relevant obligation. The complaint acts as a gateway to enforcement under Part 8 of the Gambling Regulation Act 2024. The GRAI may decide to:
- Level 1 Enter a compliance agreement with the operator — an agreed plan to fix the breach
- Level 2 Issue a preliminary notice formally identifying the suspected breach
- Level 3 Issue a notice of non-compliance — a formal finding of breach
- Level 4 Launch a directed investigation into the operator's wider conduct
Enforcement Powers — What the GRAI Can Do
The GRAI's enforcement powers under Part 8 of the Gambling Regulation Act 2024 are substantial. Where a breach is confirmed, the GRAI can impose:
- Fines of up to €20 million or 10% of annual turnover (whichever is greater)
- Criminal prosecution leading to prison sentences of up to 8 years
- Suspension or revocation of the operator's licence
These powers apply to all GRAI-licensed operators. The enforcement framework was brought into force by S.I. No. 31/2026 on 5 February 2026.
The National Gambling Exclusion Register
If you want to self-exclude from all GRAI-licensed gambling sites at once, the National Gambling Exclusion Register (NGER) is operated by the GRAI. It is built on a Salesforce platform developed by Deloitte Ireland. Registering on the NGER means every GRAI-licensed operator must block your account. Self-exclusion periods cannot be reversed early — this is by design, to protect those who request it.
To register, visit grai.ie. If you need support, contact the Gambling Awareness Trust on freephone 1800 753 753 or visit gamblingcare.ie.