Usually, many cases result from a misunderstanding between the operator and the player and are promptly resolved through the PSC mediation if mediation cannot be achieved or the PSC suspect's irregularity, then it resolves to investigation and will take measures permitted under law to solve the case.
An investigation is based on the facts presented by the player, information and documents to support their complaint. The Player Support Channel (PSC) then contacts the Representative of the Licensee involved, requesting documentation and their response to the player's complaint.
The investigation process includes the collection of all the information from the player and the Licensee. Researching of the events that took place taking into account all the rules of the game, the terms and conditions the player has registered under and the Regulations in place.
The outcome is determined by the evidence and the facts presented for each separate complaint in accordance with the Regulations.
Players who are experiencing a problem with an operator's license by the Lotteries and Gaming Authority can contact our Players' Support Channel on Playresponsibly.org.mt
Click here for the Player's Charter