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How the independent MGA arbitration system works
Shortly
On the Maltese license (MGA), player disputes with the operator are dealt with outside the court through independent ADR organizations (Alternative Dispute Resolution). The operator must first conduct an internal review of the complaint, and if the player does not agree with the outcome, provide an opportunity to transfer the case to the registered ADR. In parallel, the MGA itself has a Player Support Unit, which accepts complaints about non-compliance with the rules (compliance), but does not replace ADR arbitration in a player ↔ operator dispute.
Who is who
Player - submits a claim, provides facts: ID rounds, transactions, correspondence.
The operator (B2C licensee) must have an understandable procedure for receiving and responding to complaints, and after exhaustion of the internal procedure, it must be sent to the registered ADR organization.
ADR organization - an independent mediation/arbitration body registered with the MGA; reviews the dispute and draws conclusions. In arbitration/adjudication mode, the conclusion may be binding on the parties.
MGA Player Support Unit - accepts complaints about violations of license requirements (for example, lack of ADRs, opaque rules, unsafe practices), conducts compliance checks and can initiate supervision measures.
Basic rules for operators
1. Internal settlement: the operator is obliged to "immediately" consider the player's complaint according to the published procedure.
2. Right to ADR: if the player does not agree with the answer, the operator must offer a registered ADR organization and indicate it in his procedure.
3. ADR reporting: the license requires monthly reports on reviewed ADR cases through the MGA (Guidance Manual) portal.
4. Current requirements: MGA periodically updates the ADR-Directive (Directive 5 of 2018); from July 20, 2025, the outdated clause on the mandatory reference to the pan-European ODR platform in T&C was canceled (Article 13).
How the trial is going: step by step
Step 1. Casino claim
The player contacts the support/management service, attaches: dates, amounts, Round ID/Txn ID, screenshots, excerpts from the rules/bonus conditions. The operator is obliged to respond according to its public procedure.
Step 2. Transfer to ADR
If there is no answer or he did not satisfy, the player (or the operator at the request of the player) transfers the case to the registered ADR. Examples of such organizations for Maltese licenses: MADRE, etc. ADRs publish their own regulations (languages, deadlines, admissible evidence).
Step 3. ADR review
ADR requests operator position, logs and documents. Makes a conclusion on the result; if the ADR is in arbitration/adjudication mode, the opinion becomes binding on both parties (unless otherwise provided).
Step 4. Parallel line - complaint to MGA (compliance)
The player can send a complaint through the MGA Lodge a Complaint form - this is not a repetition of ADR, but a signal to the regulator about a possible violation of licensing requirements (for example, the operator did not give access to ADR, hides RTP, pulls with payments without reason, etc.). The Player Support Unit is reviewing the complaint as part of its oversight.
What the ADR considers and what the MGA considers
Timeline, format and evidence
Terms: are prescribed in the operator's policy and ADR regulations; The MGA requires an understandable and accessible procedure and regular reporting on cases.
Evidence: Always include Round ID/Txn ID, chat/mail history, screenshots, bonus rules (version/date). ADR forms explicitly require a brief and structured statement of the dispute.
Languages: MGA accepts Player Support calls in English/Maltese; ADR organizations specify languages in their rules.
Operator's obligations to ADR
Maintain up-to-date complaints procedure and indicate registered ADR.
Timely provide logs/documents upon ADR request.
Reflect ADR cases in reporting through the MGA portal.
Implement ADR decisions when they are mandatory under the review regime.
Typical cases that go to ADR
Delay or refusal to pay under the completed CCM/vager conditions.
Bonus dispute (restrictions, maximum bet, terms, "weight" of games).
Blocking an account/confiscating funds without sufficient argumentation.
Discrepancy between the actual mechanics and the published rules of the game.
These issues are the subject of a specific dispute, not general oversight. For "system" problems, MGA is connected.
What has changed in 2024-2025
ADR reporting guidelines have been issued (how and what to submit to MGA monthly).
The obligation to keep in T&C a link to the pan-European ODR platform (Article 13 of the ADR Directive) has been canceled - from July 20, 2025. At the same time, the essence of ADR remains: the availability of independent proceedings is mandatory.
Practical checklist
To the player
First, go through the internal procedure with the operator; Collect the billing document (rounds/transaction IDs, rules, screens).
If it didn't help, file with a registered ADR; in parallel, you can report process violations to MGA Player Support.
To the operator
Publish an easy-to-understand complaint procedure, specific ADRs, and response times.
Maintain monthly ADR reports through the MGA portal.
Update T&C in accordance with the current ADR Directive.
The MGA system is built on the mandatory availability of an independent ADR for each player and regulatory oversight through the Player Support Unit. Games and payments are argued in ADRs, and compliance with the rules is controlled by the MGA: the operator must have an understandable procedure, appoint a registered ADR organization and report on cases. Such a dual mechanism makes disputes faster and cheaper, and license compliance verifiable and coercive.