The Malta Gaming Authority released findings from a sector-wide assessment examining how online gaming operators apply self-exclusion and related responsible gambling measures. The initiative focused on identifying structural gaps, clarifying regulatory expectations, and assessing how effectively player protection tools operate across licensed online platforms.
The exercise followed reports indicating that some individuals who had excluded themselves due to gambling concerns still accessed services offered under the same licensing groups. Regulators conducted the review during 2025, analysing real operational practices across multiple brands to determine how safeguards perform in practical scenarios rather than theoretical compliance frameworks. The analysis involved 20 licensees and 58 active websites, supported by mystery-shopping procedures designed to replicate genuine user interactions and account behaviour.
Assessment Framework And Compliance Observations
Regulatory investigators tested exclusion procedures, cross-brand account detection, and the visibility of responsible gambling information during gameplay. The process included account registration, deposits, self-exclusion requests, and attempts to re-enter related brands under similar identity details. This approach allowed regulators to observe system responses under real operating conditions.
The Authority reported generally satisfactory compliance levels. Most operators demonstrated practices consistent with regulatory expectations, indicating established responsible gambling systems across much of the online sector. At the same time, specific operational weaknesses emerged. Some operators delayed activation of self-exclusion requests, occasionally lifted exclusions without the required cooling-off period, and struggled to detect similar customer details across affiliated brands. Missing prompts encouraging players to set limits at registration also appeared, alongside incomplete information in session-tracking alerts commonly known as Reality Checks.
Regulators communicated the findings directly to affected licensees and requested corrective action plans. Continued supervisory monitoring will track how operators implement improvements.
Self-Exclusion Controls And Identity Detection Issues
Testing showed that cross-brand exclusion enforcement remains a technical challenge. Investigators identified cases where players registered accounts under similar personal details despite existing exclusions. The review emphasised the need for systems capable of identifying duplicate or closely matching identity data across brands operating under the same licence.
The guidance stresses immediate implementation of exclusion requests and prohibits conditions that delay activation. Systems must also respect mandatory cooling-off periods before reversing exclusions. Regulatory expectations include clearer communication with players about the timing of changes and consistent enforcement of exclusion across related brands where gambling harm concerns exist.
Operators received recommendations encouraging stronger internal frameworks, including improved identity-matching tools, clearer prompts for responsible gambling limits, and better presentation of session statistics during gameplay. Regulators consider these measures essential for maintaining player protection integrity in online gaming environments.
Ongoing Oversight And Industry Guidance
Authorities positioned the review as part of a broader risk-based supervision model intended to maintain consistent standards across remote gaming markets. Licensees have been asked to incorporate insights from the findings into their internal governance structures and responsible gambling controls.
The regulatory document highlights expectations for continuous improvement, encouraging operators to assess gaps in their compliance frameworks and refine protective measures where necessary. The publication also serves as guidance for the wider industry, outlining practical approaches to maintaining safer gaming environments while reinforcing accountability standards.
The full thematic review remains publicly accessible for operators and stakeholders seeking detailed technical guidance on player protection measures in the online gaming sector.
Source:
Self-Exclusion Practices in the Online Gaming Sector, mga.org
