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.