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New Alternative Dispute Resolution Directive by MGA Comes Into EffectPublished December 6, 2018 by Ivan P
The newly published Alternative Dispute Resolution Directive will take some of the work-load off the MGA Player Support Unit and shift it to carefully selected ADR entities.
As previously announced, the Malta Gaming Authority (MGA), one of the major licensing bodies for online gambling providers, has published its new Alternative Dispute Resolution (ADR) Directive, making it mandatory for all casinos licensed by the Authority to provide players with access to an independent third party in charge of resolving disputes between them and operators.
More Recourse for the Players
The new Directive is in line with the new Malta Gaming Act and it goes in detail to explain what is expected from the operators in terms of providing dispute resolution facilities. The document offers guidance to B2C licensees (operators) that aren't currently cooperating with any ADR entities and advises them to find one as soon as possible and notify the MGA via email.
The main idea behind the latest provision is to offer better protection for the customers who, moving forward, will have access to more resources in disputes arising over issues concerning withdrawals, promotional offers, and similar.
More Focus on Serious Issues
With the new Directive in place, the MGA Player Support Unit will be able to shift its focus to more serious matters reported by the players. As of April 1, 2019, the Unit will no longer deal with things that fall under the heading of disputes as this part will be handled by the selected Alternative Dispute Resolution entity.
Instead, they will focus more heavily on complaints, which belong to a different category. Complaints are reports that contain indications of a licensee engaging in unlawful behavior or conducting in a manner which is not fair, safe, or transparent. Thus, the Player Support Unit will continue its daily operations separately from ADR entities, dealing with more serious matters as a part of their compliance role.
Moving forward, B2C licensees are advised to instruct their players accordingly and have any and all matters that fall under the heading of disputes directed at their selected ADR body instead of the MGA Player Support Unit.