The gaming authority published a directive in which it urges B2C licensees to comply with procedures.
Malta.- The Malta Gaming Authority (MGA) has issued the Alternative Dispute Resolution (ADR) Directive, in which it requires that B2C licensees must make readily available to players the applicable procedures for making a complaint to them and for referring a complaint to an ADR entity.
The MGA explained that the Directive is intended to provide additional guidance to B2C licensees as to the nature of the ADR entity which B2C licensees must refer players to, and details as to the specific information which must be notified to the MGA.
The authority said that those who have not yet informed the MGA as to which ADR entity they have entered into an agreement with are to do so as soon as possible. The MGA will be distinguishing between players’ complaints and disputes.
As of April 1, 2019, the MGA’s Player Support Unit will no longer be delving into the merits of a dispute between a player and a B2C licensee, since this function is reserved for the relevant ADR entity. Disputes are understood to be a disagreement between a player and the MGA B2C licensee with which that player is registered.
However, the Player Support Unit will be open to receiving complaints from any individuals. Complaints are understood to be a report by any individual that any aspect of the provision of the gaming service by an MGA licensee is unlawful, or conducted in a manner which is not safe, fair, or transparent. In the event that the Player Support Unit receives a dispute which also includes a complaint, the Unit will be examining the complaint independently of the ADR entity, as part of its compliance functions.