The Malta Gaming Authority (MGA) has published the findings of a thematic review into how online B2C licensees implement self-exclusion measures and other responsible gambling safeguards, identifying areas for improvement while noting overall compliance with regulatory expectations.
The review, conducted in 2025, followed reports that some players were able to access multiple brands despite being self-excluded due to problem gambling. It assessed the real-world effectiveness of player protection tools across 20 licensees and 58 active websites.
As part of the exercise, the regulator carried out mystery shopping to evaluate self-exclusion processes, cross-brand account controls, and how responsible gambling protections are presented at key stages of play.
The findings indicate a generally positive level of compliance, with most licensees demonstrating practices broadly aligned with regulatory standards. However, it also highlighted several areas where safeguards could be strengthened.
Among the issues identified were delays in activating self-exclusion requests, instances where exclusions were lifted without applying a mandatory cooling-off period, and difficulties in detecting duplicate or closely matching player identity details across different brands.
The review also noted the absence of limit-setting prompts during registration in some cases and incomplete information displayed in Reality Check pop-ups.
The Authority has communicated the findings to the relevant licensees and requested rectification plans to address the shortcomings. It will continue follow-up supervisory engagement where necessary, including monitoring the implementation of corrective actions.
The review forms part of the MGA’s broader risk-based oversight approach aimed at promoting consistent standards of player protection across the online gaming sector.
Through the accompanying guidance document, the regulator encouraged all licensees to use the findings to strengthen internal frameworks and enhance responsible gambling controls to support a safer and more sustainable gaming environment.