New Alternative Disputes Resolution Directive published by the Malta Gaming Authority

The Malta Gaming Authority (MGA) has issued an Alternative Dispute Resolution Directive (ADR). This directive has become a binding instrument which will go hand in hand with Article 72 of the new Gaming Act (Cap. 583 of the Laws of Malta).

This new directive has been implemented to protect players from any misdeeds that they might end up in. Through the Player Protection Regulations, the MGA has made sure that B2C licensees need to provide valid procedures. In this way, players will be able to pass on their complains to an ADR entity. Through this directive, guidance will be provided to B2C licensees as to the nature of the ADR entity and to which entity they should refer players to. Any other details with specific information should be forwarded to the respective authority, MGA.

The directive states that by 31st March, B2C licensees should make sure that they have abided by all laws and regulations and are complying with all necessary procedural requirements expected from them by the ADR.

Disputes are to be submitted monthly as of 21st January 2019. These disputes are to be referred to ADR entities, which should include player ID together with identifications of what the disputes are, as well as conclusions made by the ADR entities.

On the 1st of April 2019, the MGA’s Player Support Unit will cease to pick sides into the merits of a dispute between players and B2C licensee, since the decision will be forwarded to the ADR entities.

If you have not yet engaged an ADR Entity for your business get in touch. We would also be happy to discuss the entire process and guide you accordingly. Kindly contact us at or +356 2010 3020.

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