Lagos gaming regulator backs common patron dispute principles at GRAF
The LSLGA said player complaints can provide regulatory intelligence on operator practices and consumer protection measures.
Nigeria.- The Lagos State Lotteries and Gaming Authority (LSLGA) has called for clearer procedures for resolving patron complaints as Africa’s gaming sector becomes increasingly digital and interconnected. Hassan Faruq, manager of strategy and global engagements at the LSLGA, made the comments during a panel discussion at the Gaming Regulators Africa Forum (GRAF) in Mozambique.
The session, titled “The Importance of Effective Patron Dispute Resolution in Building and Maintaining Trust and Confidence in the Industry”, examined how regulators and operators can handle complaints, protect players and balance contractual terms with fair outcomes.
Faruq said the LSLGA has established channels through which patrons can lodge complaints against licensed operators and agents. Its online complaint system allows users to submit details of an incident and the operator involved, alongside supporting evidence such as bet slips, receipts and screenshots. He noted that patron disputes are not widespread in Lagos, but unresolved complaints can affect confidence in the gaming sector.
Faruq said complaints can also provide regulatory information, helping authorities protect patrons, hold operators accountable and identify weaknesses in operator practices or consumer protection measures. He also stressed the importance of preserving transaction records so they can be reviewed when disputes arise. He called for defined resolution timelines and decisions based on evidence submitted by the parties.
Faruq urged African regulators to consider common minimum principles for patron dispute resolution as digital gaming expands across national borders. He said any such framework should complement the laws and institutional structures of individual jurisdictions.
The panel was moderated by Annalisa Emelia S., vice president of CP Games. Other speakers included Robin Bennett, head of department for regulatory compliance at the Western Cape Gambling and Racing Board; Shantal Chengelrayen, head of marketing at Tic Tac Bets; and Morné Pieterse, director of legal and compliance at Betway Africa.
The discussion formed part of the wider GRAF 2026 programme in Maputo, which brought together regulators, policymakers and industry stakeholders from September 14–17 to examine issues including player protection, responsible gambling, artificial intelligence and cross-border regulatory cooperation.
