KEVIN MULLALLY Chief Executive Officer,
General Commercial Gaming Regula- tory Authority, UAE
Te line is clear: if the GCGRA does not license it, it is not legal. In 2024, we worked with UAE law enforcement and global partners to dismantle offshore platforms and shut down unauthorised operators. Our digital enforcement strategy has already blocked over 6,000 illegal websites. However, enforcement is only one side of the coin. Te other is building a credible, accessible, and well-regulated alternative that earns public trust and engagement.
built on transparency, accessibility, and accountability. However, there are important distinctions in how we’ve structured our approach to align with our commitment to excellence in every aspect of gaming regulation.
We maintain a clear, publicly accessible complaints portal on our website, which serves as a direct channel between the public and the regulator. Consumers can submit grievances related to any licensed gaming activity, and each complaint is reviewed thoroughly. Our team evaluates every submission to determine whether it falls within the regulatory scope of the Authority and how best to address it.
If a complaint involves general dissatisfaction, for example, a player expressing frustration that their favourite game has been removed from an operator’s offering or they think the operator should pay out more, it is typically a matter of customer service. In such cases, we refer the issue back to the operator and monitor the resolution to ensure responsiveness and fairness.
However, when a complaint involves a potential breach of regulatory standards, such as a player alleging they won $500 but were only paid $100, it triggers a different level of review. In such instances, we open a formal investigation to determine whether there has been a violation of rules relating to game fairness, payment accuracy, or responsible conduct.
If wrongdoing is found, we take corrective action, which could include requiring restitution, levying sanctions, or imposing disciplinary measures on the operator involved.
We believe that trust in the gaming system begins with a regulator who is visible, accessible, and responsive. Every complaint is an opportunity to reinforce public confidence in
the fairness of the industry and ensure that licensees are meeting their obligations.
Our grievance process reflects our broader mission: to safeguard the public interest while supporting a transparent, accountable, and innovative gaming environment.
How will the GCGRA differentiate legal and illegal gaming?
Te line is clear: if the GCGRA does not license it, it is not legal. In 2024, we worked with UAE law enforcement and global partners to dismantle offshore platforms and shut down unauthorised operators. Our digital enforcement strategy has already blocked over 6,000 illegal websites. However, enforcement is only one side of the coin. Te other is building a credible, accessible, and well-regulated alternative that earns public trust and engagement. We intend to marginalise illegal markets by making the legal one better, imposing relentless enforcement measures against law violators, and informing consumers of the dangers of playing with illegal operators.
How is the GCGRA engaging with international regulators and forums?
Global collaboration is essential in today’s industry. Regulators not involved in discussions with colleagues miss opportunities to access invaluable information and shared resources. We are active in the International Association of Gaming Regulators (IAGR), where I serve on the Board of Trustees. We’re also engaging bilaterally with peer agencies to share knowledge and align on issues like cross-border enforcement, virtual assets, and digital identity. By contributing to global dialogue, we improve our system and help raise standards across the industry.
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