MGA’s new manual for ADR reporting

Garance Limouzy July 1, 2024

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MGA’s new manual for ADR reporting

The Malta Gaming Authority (MGA) has recently released a comprehensive guidance manual for reporting Alternative Dispute Resolution (ADR) proceedings. This manual equips licensees with detailed instructions on the requirements and procedures for submitting monthly ADR reports via the Licensee Portal on the MGA website.

Understanding ADR

Alternative Dispute Resolution (ADR) is a process that allows disputes to be settled outside of court with the help of an impartial entity. This process includes methods such as mediation, arbitration, and conciliation. ADR is particularly valuable as it offers a less formal, often more expedient, and cost-effective resolution mechanism compared to traditional court proceedings.

ADR and iGaming in Malta

In 2018, the Malta Gaming Authority issued the Alternative Dispute Resolution Directive: iGaming companies operating in Malta are required to inform players about the procedures for filing a complaint and how to escalate it to an ADR entity that will assist them free of charge.

Operators are also mandated to report each dispute referred to an ADR entity, along with the outcomes, to the MGA. The MGA’s newly released manual on reporting states: “The Authority shall be notified that a dispute has been referred to an ADR entity by the 20th of the following month together with the monthly report on player funds and details the information that shall be submitted to the Authority, including the details of the parties involved as well as the subject matter of the dispute. B2C licensees are also obliged to notify the Authority of the outcome of the dispute with the submission of the following monthly report on player funds.”

SiGMA ADR Platform

SiGMA has launched its own ADR platform to assist players with gambling disputes involving licensed operators. The service is offered free of charge to players, while operators pay a fixed monthly fee. Using its extensive experience in the iGaming industry, SiGMA was able to develop an user-friendly and trustworthy platform to help players with their disputes.

Mex Emini, CTO of SiGMA Group and MD of SiGMA Play, explains:?“During our efforts to assist players with their gambling disputes, our main goal is to connect them with operators and contribute to the creation of stronger relationships. This is?also what we do during our events —?connecting people. This is our biggest mission.”

SiGMA East Europe Summit powered by Soft2Bet, will take place in Budapest from 2-4 September 2024.