MADRE is an independent dispute resolution center set up to mitigate disputes between customers and online gambling operators according to the MGA Alternative Dispute Resolution Directive.
Alternative dispute resolution means settling a complaint out of court with the assistance of an impartial dispute resolution body. Resolving consumer disputes this way is easier, faster and less expensive than going to court. The EU framework for alternative dispute resolution was created by the Directive 2013/11/EU by the European Parliament and implemented into Maltese law by the Subsidiary Regulation 378.19 Consumer Alternative Dispute Resolution Regulations.
MADRE is recognized by the Consumer Affairs Council of Malta and registered with the European Commission as an ADR. MADRE is listed on the EU Commission‘s official website as an ADR provider for gambling.
According to the MGA Player Protection Directive and the MGA Alternative Dispute Resolution Directive, every Malta based gambling operator shall offer players the possibility of referring any dispute to a registered ADR entity if the player feels that a dispute was not resolved to their satisfaction.
If you are a customer and you are not satisfied with the response that has been provided by your gambling operator, you can file a complaint for free by filling in our Claims Form or sending us an email to madre@rgoal.org
The dispute resolution is free of charge for the customer independent of the outcome of the case. MADRE offers ADR services only and is not part of the Malta Arbitration Centre. Our ADR services are not arbitration covered by the Arbitration Act, Chapter 387 of the Laws of Malta.
Please make sure to include all details of your complaint, including any correspondence with your gambling operator and any relevant documentation, and that you have read and agree to our Rules of Procedure and other Policies.
MADRE is an initiative of RGoal Ltd.
Malta licensed operators can fulfill their legal obligation of providing their customers with access to an Alternative Dispute Resolution by subscribing to the MADRE services. Licensed operators can submit to our ADR services ad-hoc or on a subscription basis. For details please contact us at: operators.madre@rgoal.org