State administration office of Saxony-Anhalt

As a player, report irregularities at a permitted gambling provider

If you, as a player, have information about irregularities in an offer or event of a permitted game of chance, you can report this to the relevant authority.

Detailed description

If you are dissatisfied with a gambling offer, first report this directly to the provider. If you do not receive a response or are dissatisfied with the solution offered, you can submit a complaint or report irregularities. Reports of irregularities in gambling are relevant, for example in the area of horse and sports betting, lotteries, online poker or virtual slot machine games. Your report can, for example, concern the following ambiguities:

  • Uncertainty as to whether you have won
  • amount of deposits and withdrawals
  • the way your payments were managed
  • General Terms and Conditions (GTC)
  • bonus offers
  • ID verification
  • closing your account
  • IT problems
  • customer service problems
 

Information

Prerequisites

  • You have verifiable evidence of irregularities in a gambling offer.
  • You have contacted the provider but were unable to clarify the irregularities.

Documents required

Optionally, you can provide evidence of the irregularity.

Please note

  • The online service is a whistleblower system. You cannot file a police report through it.
  • The Authority for the Interior and Sport (BIS) in Hamburg is responsible for the formal review and approval (accompanying specialist authority in the implementing country). The State Administration Office of Saxony-Anhalt is responsible for the content. The Joint Gambling Authority of the States is responsible for providing information about the online service.

Deadlines

Make your report at the earliest if you have not received any response from the provider after a waiting period of 8 weeks or if you are dissatisfied with the result and an alternative dispute resolution body does not produce any result.

Procedure

  • You submit your report online or in writing to the responsible authority.
    • If you wish, you can remain anonymous. Please ensure that your information does not allow any conclusions to be drawn about your personal data.
  • If you use the online service, you will receive a reference number after submitting your tip, which you can use to make additions.
  • The responsible authority will check your information and - if you provide your contact details - will contact you with further questions if necessary.
    • The online service offers you the opportunity to set up an anonymous mailbox if you wish. The responsible department can send you feedback or queries in this regard.
  • If necessary, the responsible authority will initiate further steps. You will not necessarily receive information about the further course of the procedure.

Processing time

4 - 8 weeks

Fees

No

Legal remedies

No

Legal basis

§§ 6a ff State Treaty on the New Regulation of the Gambling Sector in Germany (GlüStV 2021)


https://www.landesrecht-hamburg.de/bsha/document/jlr-Gl%C3%BCStVtrHA2021pP6a

Address and contact information

State administration office of Saxony-Anhalt

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Last updated: 20.01.2026