Maltese Gambling Regulator Introduces New Policies
The gambling regulator malta has released new rules to resolve disputes between its licensees of gambling online games and their clients.
On monday, the maltese gambling regulator mga has published a new directive for alternative dispute resolution (adr), which presents advanced recommendations for both licensees and their clients regarding the correct conflict resolution procedure.
The directive, which entered into force on monday, requires that b2c operators have implemented a written procedure for processing gaming disputes. It is necessary to make templates so that, if necessary, customers could file a complaint in the most convenient form and in the shortest possible time.
New rules regulate the time provided by the ability to refer to the dispute, the ability to refer to the adr subject if the player is not satisfied with the decision, as well as explaining the consequences of the decision on the client.
Mga licensees shold use only adr units created in the european union or in the european economic area competent in the gambling sector. Operators should also report mga on identifying its adr providers, whose services, in turn, should be provided to players without charges.
The conclusion of the adr provider will be binding on both sides in the dispute. Nevertheless, operators can offer customers the opportinity to use the form of optional adr services, including mediation.
Operators are also required to report mga on the fact of the transfer of the dispute to the adr subject, as well as the decision.
From april 1, 2019, a combination of support for mga players (psu) stops engaged in disputes between operators and clients, transferring the competence of adr.
Recall, earlier, the commission on gambling uk also released new standards for adr providers.