Uganda gaming regulator resolves nearly 90% of betting payout complaints, says operators are highly responsive
NLGRB says operators are highly responsive after resolving 112 of 125 payout disputes through stronger safeguards and oversight.
Uganda.- 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 of 125 disputed claims after players reported that their winnings had not been honoured by operators. The disputed claims involved Shs2.6bn (US$710,000) in winnings.
Speaking during a recent stakeholder engagement, Denis Mudene Ngabirano, NLGRB chief executive, said licensed operators generally respond promptly to legitimate player claims. “The resolution time depends on the evidence provided by the player, but I can assure you that operators are very responsive, especially when it comes to financial matters,” Mudene said, according to The Observer.
Mudene also highlighted how Uganda’s security bond framework protects players in cases of unpaid winnings. “If a licensed operator fails to pay a legitimate winner, the board can use the operator’s security bond to compensate the player. Once the bond is used, the operator loses the licence,” he said.
Under Uganda’s licensing regulations, betting operators are required to lodge a Shs500m (US$136,000) security bond or bank guarantee as a condition of obtaining a licence. The regulator may draw on the security bond to compensate players if a licensed operator fails to honour a legitimate winning claim.
Revenue, oversight and enforcement strengthened
According to figures cited by the NLGRB, Uganda’s regulated gaming sector generated Shs353bn (US$96.7m) in government revenue during the 2024/25 financial year, while Shs271bn (US$74.2m) had already been collected during the first nine months of the 2025/26 financial year.
The regulator said its primary focus remains responsible gaming and protecting the public, while acknowledging that the sector’s revenue contribution supports Uganda’s economic transformation.
It also highlighted the National Central Electronic Monitoring System (NCEMS), which enables real-time oversight of gaming transactions and strengthens regulatory supervision of licensed operators.
The complaint resolution framework builds on the wider technology-led oversight strategy, which has strengthened monitoring, enforcement and player protection across Uganda’s gaming industry.
Beyond payout disputes, authorities have stepped up action against illegal gambling, seizing more than 7,000 illegal gaming machines, with over 6,000 destroyed following court approval. In addition, 23 illegal online operators have been blocked, while enforcement has led to 24 prosecutions and 21 convictions.
The regulator also reported growing uptake of responsible gambling measures, with more than 16,000 players enrolled in self-exclusion programmes.
Mudene noted continued expansion in online gaming, with more than 75 per cent of licensed operators now operating digital platforms. He said the regulator is reviewing Uganda’s gambling laws to strengthen oversight of the evolving market while expanding regional cooperation with the Gaming Regulators Africa Forum (GRAF).
