S.L. 583.8 Art. 13Players to be informed of complaint mechanisms.

(1) Operators shall make available easily accessible information to players, clearly delineating the applicable procedures for making complaints to them and for referring disputes to ADR

entities:

Provided that operators shall also inform players that they may lodge complaints with the Authority’s Player Support Unit if they have reason to believe that any aspect of the gaming service is unlawful, or conducted in a manner which is not safe, fair or transparent.

(2) (a) Operators shall, upon receipt of a complaint made by a player who makes or has made use of their gaming service, immediately inquire into the complaint.

(b) Operators shall inform the complainant of the results of such inquiry within ten days from the date on which the complaint is received:

Provided that where the nature of the inquiry is such that more time is necessary to complete it, such period may be extended by a further ten days:

Provided further that where such extension is necessary, the player shall be informed within the first ten days from the date of receipt of the complaint that the authorised person shall be making use of such extension, and the reason or reasons why such extension is warranted.

(c) In communicating the results of the inquiry to the complainant, the operator shall also provide the complainant with the procedure for referring disputes to an ADR entity and any complaints arising out of or in connection with the gaming service to the Authority’s Player Support Unit or to any directorate of the Authority as the Authority may from time to time determine.