MGA Announces New Dispute Directive

By Ben Hamill - December 11 2018
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Malta Gaming Authority

Whilst most of us try our best to make love and not war, sometimes, disputes are inevitable. The reality is that we do not always see eye to eye because we’re viewing the same situation from different angles. We’re not talking about marriage therapy or the Trump administration, despite the obvious similarities. We’re referring to situations that tend to arise when players and online casinos develop opposing views about decisions made by casino operators.

In order to prevent the claws from coming out, or rather to limit the injuries when they do, the Malta Gaming Authority has decided to do its bit for keeping the peace by publishing a new Alternative Dispute Resolution Directive (or ADR for short). Going forward, all MGA-licensed operators will be required to adopt the new ADR if they wish to keep in good standing with one of the most trusted gaming authorities in the world.

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Customer Protection Is A Priority

As is the MGA’s want of always keeping matters nicely above board, the new directive is perfectly in line with the recently passed Malta Gaming Act. The directive leaves nothing to the imagination in terms of what is expected of operators when it comes to assisting their players with how to go about with lighting the peace pipe.

But on a more serious note, the main idea behind the new directive is the establishment of better customer protection in the industry. The ADR also seeks to promote transparency by providing an avenue for a more effective resolution procedure when disputes with regards to withdrawals and promotions arise.

A More Streamlined Approach

As of April the 1st, 2019, the governing body previously responsible for everything from the resolution of petty disputes to the prevention of fraudulent activities and money-laundering, the MGA Player Support Unit, will be relieved of its seat at the head of the player dispute-resolution household, and will be free to focus on activities that can be classified as actual financial crimes.

The MGA Player Support Unit will return to fulfilling its original role, which is one of compliance. No longer having to deal with day-to-day complaints, it will hopefully be in a better position to slam down on serious criminal activities within the industry.

B2C licensees have been advised to inform players of the existence and implementation of the new directive as well as of the fact that their queries and complaints will in future enjoy a more direct resolution approach thanks to the new streamlined system.

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