The Malta Gaming Authority (MGA) believes there are areas in which licensed operators can improve their player protection tools, despite an overall positive level of compliance with regulatory expectations among the majority of licensees.
A thematic review was conducted by the MGA in the first half of 2025 on the self-exclusion implementation and other responsible gambling safeguards across 20 licensees and 58 active URLs.
A mystery shopper exercise was used to determine effectiveness, cross-brand account controls and how responsible gambling protections were presented at key moments by licensees.
The MGA stated: “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 there was a strong level of compliance, the authority pointed out opportunities to strengthen player protection measures. This included:
- Self-exclusion activation delays
- Lifting exclusions without a mandatory cooling-off period.
- Detecting duplicate or closely matching player identity details across brands.
- Limit‑setting prompts being absent during registration.
- Reality check pop‑ups display incomplete information.
Relevant licensees have been told the areas that they need to improve and to submit rectification plans. Follow-up supervisory engagement will take place where necessary as part of a broader 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 bolster player protection, the authority launched a new online self-assessment tool in October last year to help people reflect on their gambling behaviour.
A nine-question questionnaire is used to assess a player’s behaviour, taking into account social and environmental influences. It utilises the Problem Gambling Severity Index and was developed in collaboration with several organisations, including Sedqa, Caritas Malta, the OASI Foundation and the Responsible Gaming Foundation.
The online self-assessment tool is completely anonymous, free to use, accessible to all and available in both English and Maltese, with players being asked to use the tool regularly to monitor their behaviour 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.”
