The Malta Gaming Authority (MGA) notes that, despite a generally high level of regulatory compliance among most licensees, licensed operators still have room to improve their player protection tools.
In the first half of 2025, the authority conducted a thematic review of the implementation of self-exclusion mechanisms and other responsible gambling measures, covering 20 licensees and 58 active websites.
The effectiveness of the systems was assessed using a “mystery shopper” approach: the review examined platform functionality, cross-brand account controls, and how responsible gambling tools were presented to users at key points during their interaction with the service.
The MGA explained: “For Brand A, a player account was registered using a fixed set of personal details, followed by deposits and gameplay to test platform functionality.
“Brand B involved registering with the same details, initiating self-exclusion on Brand A, and verifying whether this exclusion extended to Brand B.
“Brand C tested the system’s ability to detect linkage by registering with similar but not identical personal details; where registration succeeded, deposits and gameplay were used to determine whether the system failed to identify the previously self-excluded profile.”
While compliance was generally strong, the authority highlighted areas where player protection measures could be strengthened. Specific points included:
- delays in activating self-exclusion;
- lifting exclusions without a mandatory cooling-off period;
- insufficient detection of duplicate or closely matching player identity details across brands;
- absence of limit-setting prompts during registration;
- reality check pop-ups displaying incomplete information.
Licensees with identified issues have been instructed to address the shortcomings and submit rectification plans to the regulator. Where necessary, additional supervisory measures may be carried out as part of a risk-based oversight approach.
“The Authority encourages all Licensees to treat these insights as an opportunity to critically assess their internal controls, address any gaps and adopt a proactive approach to regulatory compliance,” concluded the MGA”.
Online Self-Assessment Tool
As part of efforts to strengthen player protection, the regulator launched a new online self-assessment tool in October last year, enabling users to evaluate their gambling behavior.
The tool consists of nine questions assessing player behavior while taking social and environmental factors into account. It uses the Problem Gambling Severity Index and was developed in collaboration with organizations including Sedqa, Caritas Malta, OASI Foundation, and Responsible Gaming Foundation.
The online self-assessment tool is fully anonymous, free to use, accessible to all, and available in English and Maltese. Users are encouraged to use it regularly to monitor changes in their behavior over time.
“The tool encourages self-reflection in an accessible way, helping players consider whether they may benefit from reaching out for professional guidance,” said the authority.
“Should a user’s results indicate the need for further support, they will be directed to one of the participating organisations, each of which serves as a trusted point of contact for advice and care. Information is also available on safer gambling tools, such as setting limits or using global bet-blocking tools.
“This initiative represents a collaborative, people-first approach to player protection, working alongside local entities in Malta and Gozo to ensure that anyone experiencing gambling-related harm is not only informed but also supported.”
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