Alternative Dispute Resolution (‘ADR’) Policies and Procedures

Pardee Consulta service is an impartial mediation service for disputes that arise between, most notably, registered sites that hold an operating licence from the Malta Gaming Authority or the Great Britain Gambling Commission and their players. We are pleased to offer our assistance to these players and approved licence holders (‘operator’), provided the below measures are followed:

1. Players must ensure that the site is included on our list of approved licence holders found here.
2. Players must ensure that they have followed the operators’ internal complaints procedure and that all reasonable attempt have made to negotiate a solution with the operator before submitting the ADR dispute form.
3. Players may not request assistance if the dispute is being or has been considered by another approved ADR provider.
4. Players may not request assistance more than one year after the conclusion of the operator’s review of the complaint.
5. Pardee Consulta reserves the right to decline any assistance if in Pardee Consulta’s opinion the dispute is frivolous, vexatious, or does not relate to the outcome of a gambling transaction (for example, game results, betting results application of bonus offers, or account managing) or is currently being investigated by a third party. Pardee Consulta will within three weeks of receiving the dispute inform the player and the operator, together with a reasoned opinion, should Pardee Consulta decide to decline the dispute on these grounds.
6. Players must submit a concise, clear and to the point summary of the circumstances of their dispute which will allow Pardee Consulta to provide the best service. Superfluous, nonessential, redundant correspondence will only serve to impede progress.
7. There is no need for the player to initially include copies of correspondence to/from the approved licence holder with the dispute form, this information will be requested by Pardee Consulta on acceptance of the dispute.
8. Pardee Consulta will make every effort to conclude the dispute resolution process within ninety (90) days of receiving the dispute and all other relevant information to enable the dispute to be processed.
9. Pardee Consulta will not enter into any verbal communication with the player at any time, unless such verbal communication is recorded or in the presence of a third party who will take minutes of such communication which will then have the approval of both the Operator and the player.
10. Pardee Consulta will use its reasonable efforts to resolve the dispute through reference to the operator’s terms and conditions and a process of non-binding mediation between the player and approved licence holder. The process will follow Pardee Consulta’s standard practice which may be varied by Pardee Consulta at any time at its discretion. The process does not restrict a player’s right to bring proceedings against the operator in any court of competent jurisdiction before or following Pardee Consulta’s proposed solution to the dispute.
11. Once dispute had been referred to Pardee Consulta, the player and approved licence holder should refrain from contacting each other and discussing the dispute. All communication should be channelled through Pardee Consulta.
12. Upon request Pardee Consulta will provide the player and operator with the evidence, documents and facts put forward by the other party including any statements made, or opinions given, by an expert. Information relating to fraud protection measures adopted by the operator will not be disclosed.
13. Players may make a written request to Pardee Consulta to cease assistance at any time.
14. Players and operators are required to keep the details of dispute and resulting decisions confidential. This confidentiality does not apply to information requested by the regulator or in the course of legal proceedings.
15. By using our ADR service, the player agrees that there is no entitlement to claim in respect of the process or its outcome. Accordingly, Pardee Consulta accepts no liability for any loss, damage, loss of opportunity or inconvenience arising from the dispute between a player and an approved licence holder, the failure of a party to comply with the process and/or any agreement reached between the parties, the process itself, or the conduct of Pardee Consulta in relation to the dispute.

The ADR service is managed by Dr Arthur Azzopardi, Managing Partner at Pardee Consulta. The mediation team includes a list of Advocates, all of which have the capacity, expertise, and experience necessary to provide dispute resolution services at Pardee Consulta. Pardee Consulta makes use of professional arbiters and adjudicators who are not controlled, influenced or directed by Pardee Consulta or any other external force. Pardee Consulta demands that decision-making during dispute resolutions is strictly and solely in the hands of the Arbiter or adjudicator appointed for such decision. All communication and decision making during the alternative dispute resolution sessions are strictly confidential and neither the arbiter or adjudicator discloses communications or decisions to Pardee Consulta.

With each step of our dispute resolution, Pardee Consulta will have a more active role only and solely for the purpose to assure players and operators of a settlement. Pardee Consulta introduces its activity with the lowest possible intrusion to make sure that flexibility and liberty of the parties involved is preserved, to the extent of the possibility to do so in relation to the intended aim of resolution.