The Betting Adjudication Group IBAS has given its backing to a new dispute resolution scheme developed by the Malta Gaming Association (MGA).
The MGA’s Alternative Dispute Resolution scheme was introduced to create a more coherent structure to support challenges from European consumers addressed to MGA operators in the area of disputes, promotional queries and transaction disagreements.
Earlier this week, the MGA announced that all of its licensed operators would be required to stick to the procedures and dispute processes laid out in the new scheme. IBAS, which has specialised in adjudicating in disputes between gambling operators and gambling customers for twenty years, has long supported the principle of ADR schemes, and speaking about the new MGA scheme, the Chief Executive of IBAS, Richard Hayler, said that it was a sensible development for the MGA:
“Doing so removes the more time-consuming aspects of complaints handling from the daily regulatory workload and allows the regulator to take an independent view of whether those complaints are being handled appropriately, building in an additional layer of protection for all parties.”
IBAS has been acting as an independent reference on betting disputes since 1998 and in that time has adjudicated in 53,886 cases, leading to settlements worth around £4,708,523.
In addressing the ADR issue, Hayler also said that one of the common problems for gambling operators in handling complaints is that operators are not always clear on what the relevant gambling regulator requires of them in terms of resolving disputes, so by introducing a clear framework, the MGA was taking a positive step and bringing clarity to the process.
Image sourced from Shutterstock.