Malta MGA does not respond to complaint

Lyylas

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Joined
Aug 21, 2022
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home
Does anyone have experience of making complaint to the mga and can give some sort of timeframe? I have made complaint and have not seen any kind of reply in 17 days.

Just starting to feel that the whole point of mga license is only to collect license fees from casinos without offering any support/protection to players.

I assume there is nothing to do if they simply do not reply to complaints. Even the license holder warned that if i do mga complaint its waste of time because they dont handle customer complaints. I even checked reasons why casinos have lost their license and only reasons i could find was unpaid license fees. It seems that casinos can do what ever they please if fees are paid.

Have no idea whats the point of this license if they dont protect players in any way.
 

maxd

PAB (Complaints) Manager
Staff member
Joined
Jan 20, 2004
Location
Saltirelandia
Hello,

I hope you don't mind that I've tweaked the title a little, helps with SEO stuff.

Now, to the MGA: my understanding is that the MGA is fairly determined to move complaint resolution off to the casinos who are now required to have an ADR -- Alternate Dispute Resolution -- 3rd party named in the Terms. The idea is that you go to the casino's ADR and they are supposed to handle the case. That may explain why the MGA themselves haven't responded.

Problem is -- one of a few in fact -- that Malta _strongly_ favours Malta-based ADRs (we know this because they told us so when they rejected our application) and those ADRs aren't always the most capable or conscientious ADRs around. In fact I've heard of a good many instances where the Malta ADRs just sit on a case, sometimes for months at a time, for reasons best known to themselves I suppose.

The point is that Malta has given the Malta ADRs a bit of as monopoly on the market and consequently they don't have to try too hard to please anyone involved, least of all the player.
 

bamberfishcake

Senior Member
PABinit
MM
Joined
Jan 8, 2019
Location
Essex
Does anyone have experience of making complaint to the mga and can give some sort of timeframe? I have made complaint and have not seen any kind of reply in 17 days.

Just starting to feel that the whole point of mga license is only to collect license fees from casinos without offering any support/protection to players.

I assume there is nothing to do if they simply do not reply to complaints. Even the license holder warned that if i do mga complaint its waste of time because they dont handle customer complaints. I even checked reasons why casinos have lost their license and only reasons i could find was unpaid license fees. It seems that casinos can do what ever they please if fees are paid.

Have no idea whats the point of this license if they dont protect players in any way.

Did you use the online form or email them directly?

It says on the site that they will not respond to complaints sent to their usual contact address and the following form is necessary to lodge an official complaint:

You do not have permission to view link Log in or register now.


As Max mentioned, you should be seen to make an effort with the casino first through the usual channels.

I had a quick scour and could not see a timescale for a response, but an educated guess would be 30 days.
 

Lyylas

Newbie member
Joined
Aug 21, 2022
Location
home
Hello,

I hope you don't mind that I've tweaked the title a little, helps with SEO stuff.

Now, to the MGA: my understanding is that the MGA is fairly determined to move complaint resolution off to the casinos who are now required to have an ADR -- Alternate Dispute Resolution -- 3rd party named in the Terms. The idea is that you go to the casino's ADR and they are supposed to handle the case. That may explain why the MGA themselves haven't responded.

Problem is -- one of a few in fact -- that Malta _strongly_ favours Malta-based ADRs (we know this because they told us so when they rejected our application) and those ADRs aren't always the most capable or conscientious ADRs around. In fact I've heard of a good many instances where the Malta ADRs just sit on a case, sometimes for months at a time, for reasons best known to themselves I suppose.

The point is that Malta has given the Malta ADRs a bit of as monopoly on the market and consequently they don't have to try too hard to please anyone involved, least of all the player.
Thanks for the information. Adr used for the license is "thepogg" and i most certainly wont release my private information to some casino affiliate site.

Did you use the online form or email them directly?

It says on the site that they will not respond to complaints sent to their usual contact address and the following form is necessary to lodge an official complaint:

You do not have permission to view link Log in or register now.


As Max mentioned, you should be seen to make an effort with the casino first through the usual channels.

I had a quick scour and could not see a timescale for a response, but an educated guess would be 30 days.
I did use the online form. That already made some huge red flags that they wont allow email as a option. Anyways this was a good lesson for me, last time i play outside state owned veikkaus that has monopoly in finland. Now i finally understand why monopoly is truly the only option for online casinos.
 

dunover

Unofficial T&C's Editor
Staff member
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Thanks for the information. Adr used for the license is "thepogg" and i most certainly wont release my private information to some casino affiliate site.


I did use the online form. That already made some huge red flags that they wont allow email as a option. Anyways this was a good lesson for me, last time i play outside state owned veikkaus that has monopoly in finland. Now i finally understand why monopoly is truly the only option for online casinos.
FYI thePOGG is a highly respected and trustworthy ADR and has indeed been entrusted even with my personal info in the past when helping with affiliate disputes - and I'm a mod here. He probably knows more about Data Protection than any of us here and has been solving disputes for years. Don't forget CM is also an affiliate business, so you won't trust our CM PAB dispute process either?

Remember, you don't disclose ANY information to the affiliate site itself, ONLY the official person qualified to deal with disputes and act as intermediary.

So in the case of thePOGG only the main man himself will see your info and always acts within scope of the DPA laws.

In the case of CM's PAB service, only Max sees the info. Not me, no staff not even the owner, nobody aside from the officially nominated person.

Just gettin' you straight....:cool:
 

orion

Experienced Member
PABnononaccred2
Joined
Nov 22, 2013
Location
deep south of Eu
1) thePogg is more than ok
2) I had a complaint to MGA some months ago, they responded (in about 2/3 days) to my file, but the reply was really disappointing. Don't hold your breath waiting for them.
 

bamberfishcake

Senior Member
PABinit
MM
Joined
Jan 8, 2019
Location
Essex
I did use the online form. That already made some huge red flags that they wont allow email as a option.

Not sure it's a red flag, many companies are divided into different departments, and I would guess this is a system that helps direct the workflow.

Just a guess, but I would imagine you will get points of contact when they reply. Perhaps @orion could confirm if this is the case.

If it's an in-depth complaint, the MGA may be gathering info before communicating with you.

But, as others have suggested, I have only heard good things about The Pogg, and a PAB with Max through Casinomeister helped me out recently - a brilliant service, professional, with no concerns about sharing sensitive info :)
 

maxd

PAB (Complaints) Manager
Staff member
Joined
Jan 20, 2004
Location
Saltirelandia
Thanks for the information. Adr used for the license is "thepogg" ...
In which case you would be in good hands, as others have said. ThePogg is a very experienced and trustworthy ADR, you would be hard pressed to find better.
 

Lyylas

Newbie member
Joined
Aug 21, 2022
Location
home
Mga still have not replied in any way after almost a month. This is just a friendly warning for anyone who think that mga protects players. Sure there is all kind of fancy documents and rules/regulations. Truth is however that mga does not regulate casinos. Only way casinos can lose their mga license is not pay their license fees.

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Here is the proof, cancelation only when casinos do not pay their fees. They could care less when casinos abuse their customers.
 

Speedy38

Experienced Member
PABinit
Joined
Nov 23, 2019
Location
Nl
The MGA is a joke mate! I send a complaint last July regarding Rant casino refusing to pay me my winnings of 18k. Almost 2 months later still no reply from te MGA…
 

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