Recently, Malta's regulator, the MGA, set out a new procedure for dealing with disputes between casinos and players. The document came into force immediately, but gives operators time to adapt until March 31, 2019. Casinos will now be required to refer players to alternative dispute resolution sites.
MGA casinos should post a dispute resolution procedure in the general terms and conditions. It should state within what time frame the casino is required to resolve disputes without involving a third party, and the player's ability to apply to ADR (Alternative Dispute Resolution) if they were dissatisfied with the decision. Operators are required not only to indicate the name of the ADR, but also to provide players with a link to the site.
This ADR treatment scheme is valid in the UK. Players do not send their complaints directly to the regulator, but turn to an independent party with which the casino cooperates. The Maltese regulator has moved to the same order.
Prior to this, operators sent players to contact the MGA directly. Apparently, this gave too much load on the regulator. Now, instead, a dedicated MGA department will review the ADR dispute resolution reports that casinos will be required to submit on a regular basis.
