Uganda Regulator Resolves 90% of Betting Payout Complaints, Strengthens Consumer Protection
Uganda’s National Lotteries and Gaming Regulatory Board (NLGRB) has resolved nearly 90 per cent of betting payout complaints received during the current financial year, settling 112 out of 125 disputed claims worth Shs2.6 billion (US$710,000).
Speaking during a recent stakeholder engagement, NLGRB Chief Executive Denis Mudene Ngabirano said licensed betting operators have demonstrated strong cooperation in addressing legitimate customer complaints, particularly those relating to unpaid winnings.
According to Ngabirano, while the time required to resolve disputes depends on the quality of evidence submitted by players, operators have generally worked closely with the regulator to ensure that valid claims are paid promptly.
He also highlighted Uganda’s security bond mechanism as a key consumer protection measure within the country’s regulated gaming sector. Under the framework, every licensed betting operator is required to maintain a Shs500 million (US$136,000) security bond or bank guarantee, which the regulator can draw upon to compensate players where an operator fails to honour legitimate winnings.
Operators that fail to replenish the security bond after it has been utilised risk regulatory sanctions, including the suspension or revocation of their operating licence.
The NLGRB said the security bond framework not only provides an additional layer of protection for consumers but also reinforces accountability, financial discipline, and regulatory compliance among licensed operators.
The update comes as regulators across Africa continue to strengthen player protection measures and dispute resolution mechanisms as part of broader efforts to build confidence in regulated gambling markets.
Uganda’s National Lotteries and Gaming Regulatory Board (NLGRB) says it has resolved nearly 90 percent of betting payout complaints received during the current financial year, settling 112 out of 125 disputed claims worth Shs2.6 billion (US$710,000).
