The Malta Gaming Authority (MGA) and the Malta Competition and Consumer Affairs Authority (MCCAA) have signed a Memorandum of Understanding (MoU) to strengthen cooperation on consumer affairs.
The agreement aims to improve player protection within the gaming sector.
The agreement covers consumer concerns, complaints, and dispute-related matters that fall within both authorities’ remits.
Under the MoU, the two authorities will coordinate their handling of relevant cases through a formal framework for cooperation, communication and information sharing, in line with applicable legal and regulatory requirements.
The agreement is intended to help both bodies determine the appropriate course of action, provide clearer guidance and improve outcomes for consumers and players. It will also help ensure that consumers are directed to the relevant authority and receive the support they need.
Charles Mizzi, MGA CEO, said: “Effective player protection requires more than strong regulatory frameworks. It also depends on authorities working together, sharing expertise and ensuring that consumers do not fall through the gaps between their respective remits. This agreement strengthens our ability to do just that, reinforcing our commitment to a regulatory environment where player interests remain firmly at the forefront.”
Carmen Ciantar, MCCAA Executive Chairperson, said: “The protection of consumers remains at the heart of our work. This agreement formalizes an already constructive relationship between the MCCAA and the MGA and provides a clear framework for cooperation that will help ensure that consumer concerns arising within the gaming sector are addressed efficiently and effectively.”
The MGA’s Alternative Dispute Resolution (ADR) Directive distinguishes between player complaints and disputes. From April 1, 2019, the authority’s Player Support Unit stopped assessing the merits of disputes between players and business-to-consumer (B2C) licensees, a role reserved for ADR entities.
The unit continued to accept complaints from any individual reporting that a licensee’s gaming service was unlawful or not safe, fair or transparent.
The Malta Gaming Authority (MGA) issued 19 new gaming licences in 2025
