The event was held in the context of advancements in the regulation of sports betting and online gaming in Brazil. With the market expanding, it is increasingly necessary to ensure that the rights of consumer-bettors are respected, providing a safer, more transparent, and balanced environment.
In the opening remarks, Vitor Hugo do Amaral, Director of the Department of Consumer Protection and Defense (DPDC), emphasized that “the development of a responsible betting market necessarily involves strengthening consumer protection tools. Consumidor.gov.br plays a strategic role in this scenario.”
Next, Carolina Yumi, Deputy Secretary of the Secretariat for Prizes and Betting (SPA) of the Ministry of Finance, highlighted that the betting market, upon becoming regulated, takes on the responsibility not only of meeting legal and fiscal obligations but also of adopting best practices in customer service for consumer-bettors.
“It is essential that companies offer efficient, responsive, and transparent channels, ensuring that the betting environment is not only legally secure but also respectful, ethical, and aligned with the rights of Brazilian consumers,” she said.
Platform features
Throughout the webinar, experts from Senacon and the SPA presented the platform’s features, explaining how it works in practice for both consumers and companies in the sector. They detailed aspects such as service flow, public and internal indicators, response times, and the use of data to improve business practices.
According to Alexandre Shiozaki, General Coordinator of the National Consumer Defense Information System, “the platform is not just a complaints channel, but also a management tool that generates data for monitoring, prevention, and continuous improvement in customer service.”
Another key point was a presentation on the continuous monitoring of betting companies’ performance, led by Daniele Cardoso, General Coordinator for Responsible Gaming Monitoring at SPA.
She stressed that “monitoring company performance on Consumidor.gov.br allows us to identify conduct patterns and assess whether practices are aligned with the principles of responsible gaming and consumer protection.”
The webinar also featured the participation of the National Consumer Defense School (ENDC), d with Senacon, which officially launched the “Training for Bets” project. “The goal is to provide knowledge to both companies and consumers, strengthening consumer relations, especially in a market that is new to many Brazilians,” explained Ana Menezes, ENDC Coordinator.
The event concluded with an interactive session for questions and additional guidance. The activity reaffirmed the commitment of the Ministry of Justice and Public Security and the Ministry of Finance to ensuring that the regulation process of betting in Brazil is accompanied by robust consumer protection mechanisms, promoting a safer, more transparent, and responsible environment for all stakeholders.
Source: GMB
