Complaints Handling

At Casino Malta, we take player complaints seriously and will make every effort to resolve any issues as quickly as possible. Players can submit a complaint by emailing [email protected] or using the designated access points located at the back and front receptions.

We encourage players to submit complaints as soon as an issue arises, but no later than 10 working days from the date of the incident.

A complaint is defined as an expression of dissatisfaction made to the licensee regarding the conduct of licensed gaming activities. Please note that complaints about non-gaming-related issues, such as the quality of décor, facilities, or availability of space at gaming tables, do not fall within this complaint handling procedure.

Casino Malta will respond to complaints within 10 working days of receiving them. If we do not receive a response from the player to our communication within the following 10 days, we will consider the case closed and the issue resolved.

If a player is not satisfied with Casino Malta’s response, they may escalate the complaint by referring it to an Alternative Dispute Resolution (ADR) entity, such as the European Alternative Dispute Resolution (EADR). Players can submit their claim via the website https://eadr.org. This website is also accessible through the Casino Malta official website https://casinomalta.com.mt, with a link located at the bottom of the home page. From there, players can also proceed to the Online Dispute Resolution Platform (ODR Platform) at ec.europa.eu/consumers/odr.

Disputes can also be submitted offline by post to the following address: 189/1, THE STRAND, GZIRA GZR 1024, MALTA.

When a dispute is referred to the ADR entity, in accordance with the MGA Alternative Dispute Resolution Directive (Directive 5 of 2018), the conclusions reached by the ADR entity in an arbitration or adjudication capacity will be binding on both the player and Casino Malta. Furthermore, in compliance with Part V of the ADR Directive, all disputes forwarded to the ADR entity, along with their final resolution, will be reported to the Malta Gaming Authority.

Casino Malta will retain all information and personal data related to the player’s complaint to the extent required or permitted by law. Players have the right to access their personal data held by Casino Malta in line with the Privacy Policy.