Alternative Dispute Resolution Directive From MGA

By Brian Cullingworth, Last updated Dec 7, 2018

Implementation with immediate effect

The Malta Gaming Authority has published an Alternative Dispute Resolution (ADR) directive which all licensees are required to adopt with immediate effect.

The directive compels B2C licensees to make applicable alternative dispute procedures readily available to players while ensuring ADR reports are submitted to the MGA’s Player Support Unit (PSU) on a monthly basis.

As of 1 April 2019, the PSU will no longer be assessing disputes between a player and a B2C licensee, as this function will be reserved for the relevant ADR entity, however, the PSU will be open to receiving complaints from any individuals, according to an MGA press statement, and will examine the monthly dispute reports submitted by B2C licensees.

B2C licensees are instructed to ensure their player dispute procedures do not refer players to the Malta Gaming Authority, but rather to the relevant ADR entity, in accordance with the Directive.

Brian Cullingworth

Infopowa news was a staple of Casinomeister’s news from 2000 until 2019. Brian Cullingworth was the main writer, contributor, and was one of the most knowledgeable persons I have ever known involved in the online casino industry.

We first met in January 2001 at the ICE in London where I observed him going booth to booth interviewing online casino, software, and licensing jurisdiction representatives. Brian was also heavily involved with our forum as “Jetset“, he was involved as an informal consultant to eCOGRA, the OPA, and was a player advocate who assisted countless aggrieved players with his connections to industry folks. He also published “Casino Cautions” via Infopowa news for quite a number of years. These can be found in our news archives.

His passing in February 2019 was a dark day for us. He will be forever missed.

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