Malta MGA launches new mandatory ADR player dispute scheme

Continuing to overhaul its online gambling licensing frameworks, The Malta Gaming Authority (MGA) has this week announced the launch of its Alternative Dispute Resolution (ADR) scheme directive.

In place from 3 December 2018, the ADR scheme seeks to support online gambling consumers with reliable and consistent procedures and processes for challenging MGA licensed operators on matters relating to disputes, transactions and promotional offerings.

Moving forward the MGA enforces that all its licensed operators, must ‘clearly offer’ the ADR procedures to customers, who believe that their dispute or services complaint has not been resolved to a satisfactory level.

The ADR scheme forms a key directive of the MGA’s ‘Gaming Act’ revamp, outlined by MGA Chief Executive Heathcliff Farrugia last May, in which the Malta government seeks to improve consumer protections for online, improve AML standards, whilst adhering to EU standards on data and digital transactions.

The directive sees the MGA reformat the responsibilities of its ‘Player Support Unit – PSU’ which will no longer mediate B2C level disputes between players and licensees.

Instead, from 2019 the PSU will focus its operations on handling complaints/charges made against MGA licensees which can be deemed to be unlawful/criminal and in breach of operator licensing arrangements.

Keeping stakeholders informed with the schemes resolutions and progress, the MGA’s office will publish monthly ADR reports outlining dispute categories, transaction dates, subject matters, case notes and conclusions.

Check Also

Lighter JPJ Group focused on returning JackpotJoy to growth

Publishing its full-year 2018 results, the governance of London-listed JPJ Group declares that it has …

Sweden’s Spelinspektionen proposes tougher advertising regulations

Swedish regulator Spelinspektionen has proposed new plans to restrict excessive gambling advertising, while also focusing …

Christer Fahlstedt – Paf on course to eliminate all big player losses by 2020

Detailing an ‘industry first’, Åland Island (Finland) based betting group Paf has moved to openly …