Malta’s gambling regulator has issued new rules for resolving disputes between its online gambling licensees and their customers.

On Monday, the Malta Gaming Authority (MGA) issued a new directive for Alternative Dispute Resolution (ADR) in order to provide more guidance for both licensees and their customers as to the proper procedure for resolving squabbles.

The directive, which took effect on Monday, require the MGA’s B2C licensees to have a written procedure for handling player disputes, which licensees must make “ready available” to their customers and be included within an operator’s terms and conditions.

This includes (a) establishing a time-scale within which B2C licensees must resolve disputes, (b) offering players the option to refer the matter to an ADR entity if the player feels the matter wasn’t resolved to their satisfaction, and (c) explaining the ramifications of an ADR entity’s decision and the effect this may have on a player’s right to pursue further legal recourse.