Malta Gaming Authority introduces new complaints procedures for operators
New regulations create role for alternative dispute resolution providers
The Malta Gaming Authority (MGA) has issued a new directive for licensed operators, requiring them to provide players with procedures for dealing with complaints and disputes.
Under the new Alternative Dispute Resolution (ADR) directive, B2C licensees must provide all players with information on how to make a complaint and, where applicable, how to refer the complaint to an alternative dispute resolution entity.
Operators are required to confirm to the MGA which ADR representative they have entered into an agreement with, disclosing the name and the duration of the agreement.
The UK Gambling Commission recently made similar changes of its own.
In addition, from 21 January 2019, licensed operators must provide monthly reports detailing the number of disputes referred to ADR services, including the player ID, the subject of the dispute and any conclusions made.
As part of the new regulations, for the first time a distinction is made between player complaints and player disputes.
From April 2019, the MGA’s Player Support unit will no longer examine disputes between players and B2C licensees, deferring that authority to the operators ADR provider.
Any complaint which also includes what the MGA deems to be a dispute will be examined separately by the MGA from the ADR provider.