If you wish to file a complaint

The Danish Gambling Authority is not an appeals body and therefore cannot resolve disputes between you and a gambling operator. However, we are always interested in hearing from you if there are problems with a gambling operator.

Some enquiries may lead the Danish Gambling Authority to look further into the matter and may result in the operator being asked to change its practices if we find it necessary.

How to complain about a gambling operator

If you want to file a complaint about a gambling operator, you must send your complaint directly to the operator, who is required to handle complaints from players.

Your complaint must include your identity. You must also provide a reason for your complaint. If these requirements are not met, the operator may reject the complaint. The operator must process the complaint as quickly as possible. If the matter has not been resolved within 14 days, the operator must inform you when you can expect a decision.

You also have the option of submitting a complaint to the Mediation Team for Consumer Complaints regarding the purchase of a service.
See the requirements for submitting a complaint

The Mediation Team for Consumer Complaints and the Consumer Complaints Board

You have the option of submitting a complaint to the Mediation Team for Consumer Complaints and subsequently to the Consumer Complaints Board, provided you meet the requirements for filing a complaint.

The Mediation Team for Consumer Complaints is the first step in the public consumer complaints system. Here, a neutral mediator can help you and the gambling operator find a mutual solution and provide general guidance on consumer protection rules. The Mediation Team does not make decisions.

If you and the operator cannot reach a mutual solution, the case will be closed by the Mediation Team. You then have the option of submitting a complaint to the Consumer Complaints Board.

It is a requirement that you have first complained to the Mediation Team before you can bring the case before the Consumer Complaints Board.

The Consumer Complaints Board is a court‑like body that issues a legal decision in the case.

You can take your case to the courts

If you disagree with the gambling operator’s decision, you have the option of bringing the matter before the courts. In this area, the general rules on judicial review apply.

For more information about taking a case to court, please refer to the website domstol.dk.

If you want to complain about gambling advertisements

The marketing of gambling is regulated both by the Danish Gambling Act and the Marketing Practices Act, which is supervised by the Danish Consumer Ombudsman.
You can submit a complaint to the Consumer Ombudsman about:

Advertisements on TV, online, or in print
Information on companies’ websites or in stores
Communication between a seller and a consumer during a purchase situation

Complain to the Consumer Ombudsman

Although the Danish Gambling Authority is not an appeals body, we are still very interested in hearing from you if you experience problems with the marketing carried out by a licence holder.

If we decide to pursue your enquiry, we are not able to inform you about the process, as the Danish Gambling Authority cannot comment on specific cases

You can read more about the rules on the marketing of gambling in the Danish Gambling Act.

Anonymity

If you provide information that can be used to identify you (for example, your name), the Danish Gambling Authority cannot process your complaint anonymously.
The Danish Gambling Authority is required to register all information you provide, and therefore you cannot later request to remain anonymous if you have already disclosed your name.

If others request access to documents in your case, the Danish Gambling Authority will assess the request in accordance with applicable laws. This means that, in some cases, others may have the right to see parts of the information in your case.