Malta is considered to be one of the largest iGaming hubs in the world for several reasons. Over the years, several hundred operators, game developers, traders and affiliates have set up their companies on the island of Malta.
For many people wishing to start a new life or career, Malta provided the perfect environment to do so. Several people from different nationalities moved to the Mediteranean island and began working in the online gambling industry, primarily as customer service agents for their respective countries then working their way up internally.
Over the last couple of years however, companies in Malta have been setting up customer support hubs in different parts of the world. These are mainly Sofia in Bulgaria and Manila in the Philippines. This is being done for a few reasons. It is no secret that the cost of living in Malta has increased since the iGaming industry first stepped foot in the country. This has forced companies to increase salaries in order to attempt to retain their employees however, the turnover rate of agents in particular is still extremely high with over 50% of customer service agents working in a company for less than 6 months.
The strength of the MGA licence is also losing its appeal. Gone are the days when an operator could acquire an MGA licence in a matter of weeks then immediately being able to operate and provide to all of Europe.
Nowadays, the MGA licence allows a provider to operate in a handful of countries; Austria, Finland, Norway, Ireland, most of eastern europe and most of Germany. One can also provide its services to unrestricted countries such as Canada and New Zealand although these markets are of relatively low value.