SiGMA Online Casino Complaints
Our ADR specialists strive to resolve and mediate disputes between players and online casinos efficiently. Players can rely on our Alternative Dispute Resolution services for professional assistance with any issue they may experience while gambling online—our official holds associate-level membership with the Chartered Institute of Arbitrator
Important Jurisdiction Notice
SiGMA ADR is authorised to handle complaints only in respect of operators holding a valid licence issued by the Malta Gaming Authority ("MGA"). SiGMA ADR is not authorised to handle complaints against operators licensed in any other jurisdiction. If the operator against whom you wish to submit a complaint does not hold a valid MGA licence, SiGMA ADR will be unable to accept or process your complaint.
The display of SiGMA branding, participation in SiGMA events, sponsorships, partnerships, awards, advertising activities, or inclusion on any SiGMA platform does not indicate that SiGMA ADR services are available in respect of that operator.
Players are advised to verify whether the relevant operator holds a valid MGA licence before submitting a complaint. The MGA's register of licensed operators is publicly available at www.mga.org.mt. If the operator does not hold a valid MGA licence, players should direct their complaint to the licensing authority or approved ADR body of the jurisdiction in which the operator is licensed.
Why Trust SiGMA ADR With Your Complaint?
Our ADR team has resolved numerous gambling complaints from players worldwide, holds qualifications with the Chartered Institute of Arbitrators (CIArb) and has great experience in dispute resolution for the online gambling industry. SiGMA ADR is authorised by the Malta Consumer Affairs Council (CAC) to act as an ADR service for Malta Gaming Authority (MGA) licensees. This means that we can offer binding rulings on player complaints against MGA licensed gambling operators.
To maintain transparency, we will be publishing annual reports on the complaints that we have managed over the previous year.
Latest Complaints
FAQ's
In online gambling, ADR, or Alternative Dispute Resolution, is a service provided by an unbiased third party where the goal is to solve a dispute between a player and an operator. ADR acts as a mediator between the parties, aiming to resolve issues without legal action.
If you have experienced an issue while gambling online, whether it is related to account creation, making a deposit or requesting a withdrawal, you should first reach out to the casino’s dedicated support team. If you do not receive any response within a reasonable timeframe, you are encouraged to make use of our ADR services.
Our processes are streamlined for your convenience. Firstly, create an account on our platform, then proceed to complete the complaint form. Simply follow the prompts and provide as much information as possible. Once done, hit the submit button and one of our ADR agents will be in touch as soon as the complaint is processed.
Unfortunately, no. The correct and most efficient way to ensure your complaint is picked up and advocated is by submitting it via our dedicated ADR platform. Our platform is built to streamline and track the entire mediation process while keeping track of the progress and status of your complaint.
Once you have submitted your complaint, one of our team members will review the details provided. During this process, we assess several aspects including validity, nature, and whether or not the dispute can be resolved without involving the casino. After we know the exact nature and best course of action, you will receive a notification via email on our findings and the next steps needed to resolve the issue.
We strive to keep the entire ADR process as streamlined as possible, keeping you in the know and updated every step of the way. Once a complaint is resolved, one of our agents will reach out to you via email with details on your case.
There is no definite answer to how long the process will take as each complaint is unique and handled as such. Several factors will also play a role in how much time it could take to solve your issue, which includes the nature of your complaint and whether or not it can be solved without getting additional third parties involved.