Malta’s gambling regulator has issued new rules for resolving disputes between its licensees of online gambling games and their customers.
On Monday, the Maltese gambling regulator MGA published a new Directive on Alternative Dispute Resolution (ADR), which provides extensive recommendations for both licensees and their clients regarding the proper conflict resolution procedure.
The directive, which came into force on Monday, requires that B2C operators implement a written procedure for handling gaming disputes. It is necessary to create templates so that, if necessary, clients can file a complaint in the most convenient form and as soon as possible.
The new rules regulate the time given to the company to resolve the dispute, the opportunity to contact the ADR subject if the player is not satisfied with the decision made, as well as an explanation of the consequences of the decision made in respect of the client.
MGA licensees should use only ADR units created in the European Union or in the European Economic Area that are competent in the gambling sector. Operators should also inform MGA about the identification of their ADR providers, whose services, in turn, should be provided to players without charge.
The ADR supplier’s findings will be binding on both parties to the dispute. However, operators may offer customers the option of using the optional ADR form, including mediation.
Operators are also required to inform the MGA of the fact that the dispute has been transferred to the ADR entity, as well as the nature of the dispute and the decision taken.
From April 1, 2019, MGA Player Support (PSU) ceases to engage in disputes between operators and customers, transferring the competence of ADR.