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Complaints and Dispute resolution

  • Casino Malta takes players` complaints seriously and shall use its best endeavours to resolve complaint as soon as possible.

    Player/s can submit a complaint using the following email [email protected] or through the access points located in the back reception or in the main bar.

    Casino Malta encourages players to establish contact as soon as circumstances for a complaint arise and in no case later than 10 working days of the occurrence thereof.

    The complaint, which is here referred to, is an expression of dissatisfaction made to the licensee about any aspect of the conduct of licensed activities. This means that the type of complaints relating purely to commercial issues, such as the quality of the décor or facilities or the availability of space at a particular gaming table, do not fall within this section of compliant handling.

    Casino Malta shall reply within 10 working days.

    In case we do not receive any reply to our communication within the following 10 days, Casino Malta shall consider the case as closed and resolved.

    Player/s, that is/are not satisfied with Casino Malta’s response, may decide to escalate the matter further by having it referred to an Alternative Dispute Resolution entity, which is an Independent Panel from the Casino.

    Player/s can refer their claim to European Alternative Dispute Resolution (EADR) through the following website: Moreover, the said website is also accessible through the CASINO MALTA official website, with the reference and link visible located at the bottom of the home page, from there player/s can also procced the Online Dispute Resolution Platform (ODR Platform)

    Dispute may also be submitted offline by post at the entity’s following address: 189/1, THE STRAND, GZIRA GZR 1024, MALTA.

    When a dispute is referred to the ADR Entity, in terms of the MGA Alternative Dispute Resolution Directive of 2018, the conclusions of the ADR Entity in arbitration/ adjudication capacity shall be binding upon both the Company and the Player, who referred the dispute. Furthermore, in accordance with Part V of the ADR Directive (Directive 5 of 2018) every dispute forwarded to the ADR entity will be reported to Malta Gaming Authority together with the final resolution of the said dispute/s.

    Casino Malta reserves the right to keep all the information and personal data in relation to player`s complaint to the extent that this is required or permitted by law. Player has the right to access personal data held by Casino Malta as established in the Privacy Policy.