Key Moments:
- The Malta Gaming Authority conducted an undercover assessment of gambling platforms using mystery shoppers in early 2025.
- The investigation discovered significant delays and loopholes in self-exclusion and identity verification processes.
- Operators who failed the assessment are now required to develop action plans to improve their player safety measures.
Undercover Approach to Evaluating Player Protection
The Malta Gaming Authority (MGA) completed an extensive covert review to determine how effectively gambling sites safeguard their users. In the first half of 2025, the regulator utilized secret shoppers to examine dozens of online platforms. Their findings indicated that, despite most operators adhering to official rules, practical shortcomings still allow vulnerable players to bypass protections and continue gambling even when they intend to stop.
A Three-Step Method for Exposing Weaknesses
To uncover overlooked risks, the MGA mimicked the actions of real players instead of relying on document checks. Investigators followed a three-part protocol: first, they created a standard account to monitor platform functionality; second, they blocked themselves on one brand and tried immediately to register with a related site owned by the same operator; and third, they entered slightly altered personal details during sign-up attempts to test whether systems could detect possible circumvention.
Findings: Delays and Loopholes in Player Safeguards
The audit showed major gaps between expected and actual player protections. Some gambling sites took excessive time to implement self-exclusion requests, leaving users at risk during these vulnerable periods. In certain instances, users were allowed to resume gambling without following the mandatory cooling-off period after self-exclusion. Furthermore, numerous platforms did not prompt new registrants to set spending limits upon account creation, reducing financial responsibility safeguards.
Technical Vulnerabilities and Ineffective Notifications
Technical shortcomings, such as the ease with which altered personal information could bypass identity checks, stood out in the final report. The review concluded that making small changes to identifying data could enable excluded players to create new accounts. Additionally, the so-called “reality check” notifications, designed to inform players of gaming duration, were often unclear or lacked actionable information, failing to promote safer play.
Mandates for Industry Reform
The MGA has demanded that all operators failing the mystery shopper tests submit formal improvement strategies. The regulator is intensifying its oversight to require that player protection is built into the platforms’ infrastructure, not treated as an afterthought.
Alongside stricter enforcement, the MGA introduced an anonymous self-assessment feature, empowering individuals to review their gambling habits without revealing their identity. This combined approach signals a more assertive regulatory stance, where gambling sites must anticipate that an ordinary newcomer could actually be a regulatory watchdog.
Summary of MGA Investigation Results
| Test Category | Observed Issues |
|---|---|
| Self-Exclusion Process | Significant delays in blocking accounts |
| Inter-Brand Registration | Ability to create new accounts with minimal information changes |
| Spending Limits at Signup | Most platforms did not require users to set limits |
| Reality Check Notifications | Notifications were often unclear or lacked relevant information |
- Author
Daniel Williams
