Gambling Complaints and Consumer Help in Poland
If you have a problem with a legal gambling operator in Poland, the law gives you a complaint procedure and a six-month time limit for claims. Free consumer advice is also available. With unlicensed websites, your options are very limited.
Gambling is for adults aged 18 and over. It can lead to addiction and financial harm. Taking part in illegal online gambling in Poland can lead to a fine equal to your winnings.
Complaining to a legal gambling operator
Every legal gambling operator has rules (regulamin) approved by the Ministry of Finance. By law, the rules must explain how complaints are handled, the deadlines for dealing with them and how to make a claim (Gambling Act, art. 61(1)(4)). Start by following that procedure.
- Act within six months. Claims connected with taking part in gambling expire six months after they become due. The time limit is paused from the day you file a complaint until you receive the reply (art. 21(1)–(2)).
- Withheld winnings. An operator may hold back a payout for up to 30 days if there is doubt about who is entitled to it. If it holds back a payout without good reason, it must pay statutory interest for the delay (art. 19(3)).
- Ask for a winnings certificate. The operator must issue a certificate of winnings in your name if you ask, no later than the day after the win or payout (art. 20(1)–(2)).
- Keep records. Save screenshots, account statements, e-mails and chat messages.
Free consumer advice
If a legal operator rejects your complaint, free consumer advice can help you decide what to do next. These services are listed by the Office of Competition and Consumer Protection (Urząd Ochrony Konkurencji i Konsumentów, UOKiK):
| Service | Phone | Use it for |
|---|---|---|
| Consumer advice line Porady dla konsumentów | 801 440 220 or 222 66 76 76 | Advice on a dispute with a business, including a complaint the business has rejected |
| Local consumer ombudsmen Rzecznicy konsumentów | Online | Help with more complex consumer disputes, complaints and letters |
| European Consumer Centre Poland Europejskie Centrum Konsumenckie | 22 55 60 600 | Cross-border consumer disputes with businesses in other EU countries |
Source: Office of Competition and Consumer Protection (UOKiK) — checked .
Payment and bank disputes
If the problem is with your bank or payment firm, for example a blocked payment, complain to that firm first. If you are not satisfied, the Financial Ombudsman can help with disputes with financial firms. See our guide to gambling payments and banking rules.
| Service | Phone | Use it for |
|---|---|---|
| Financial Ombudsman Rzecznik Finansowy | 22 333 73 26 or 22 333 73 27 | Disputes with banks, payment and other financial firms |
Source: Office of Competition and Consumer Protection (UOKiK) — checked .
Unlicensed websites: few options
The Ministry of Finance warns that people who use illegal gambling websites have no guaranteed way to enforce their rights or make a complaint. These websites may refuse withdrawals or block accounts, and taking part was itself against Polish law. Read about the risks of offshore casino websites and the penalties for players.
Reporting breaches of the law
The National Revenue Administration (KAS) enforces the Gambling Act through its customs and tax offices. Its national intervention line accepts information about breaches of tax and customs law, 24 hours a day, by free phone or online form.
| Service | Phone | Hours |
|---|---|---|
| KAS national intervention line Krajowy Telefon Interwencyjny KAS | 800 060 000 | 24 hours a day (free phone line and online form) |
Source: National Revenue Administration (KAS) — checked .
Misuse of your personal data
If a gambling operator mishandles your personal data, you can use your rights under the GDPR, such as asking for access to your data or for it to be deleted. The organisation should reply without undue delay and within one month, which can be extended by two more months in complex cases. If it does not reply, or you disagree with its answer, you can complain to the President of the Personal Data Protection Office (Prezes Urzędu Ochrony Danych Osobowych, UODO). See UODO's guide to your GDPR rights.
- Behavioural addictions helpline 801 889 880 Daily, 17:00–22:00 · Charged at your operator's rate
- Support Centre for adults in mental crisis 800 70 2222 24 hours a day, 7 days a week · Free
In an emergency, call 112. Numbers listed by KCPU and the Ministry of Health, checked . More gambling support in Poland
Sources
- Gambling Act of 19 November 2009 (Ustawa z dnia 19 listopada 2009 r. o grach hazardowych)
- Help for consumers (Pomoc dla konsumentów)
- KAS national intervention line (Krajowy Telefon Interwencyjny KAS)
- What rights does the GDPR give you? (Jakie prawa daje Ci RODO?)
- Warning about the consequences of taking part in illegal gambling (Ostrzeżenie przed konsekwencjami udziału w nielegalnym hazardzie)
English explanations are our own translations of Polish law. The official Polish text prevails. How we check our sources.