Cura?ao Gaming Authority issues new gambling dispute resolution laws
The Caribbean island of Cura?ao is introducing a sweeping new policy to regulate how online gambling operators handle player complaints. Under the updated Complaints Policy, which falls under Cura?aos recently reformed National Ordinance on Games of Chance (LOK), operators will now be required to provide players with a clear, fair, and transparent process for raising grievances.
The new framework mandates licensed operators to offer free access to independent alternative dispute resolution (ADR) services, giving players a stronger voice in disputes.
Transparent system for grievances
The updated policy sets out a straightforward step-by-step process for handling player complaints:
- Six-month window: 바카라ers have up to six months after a disputed bet or incident to submit a formal complaint.
- Official complaint form: Operators must provide an official complaint submission form, available in English and the language used on the website.
- Internal resolution first: Complaints must first be addressed by the operators customer support team, which can be reached via live chat or email.
- Escalation to ADR: If internal resolution fails, players can escalate their complaint to an independent Alternative Dispute Resolution (ADR) provider, certified by the Cura?ao Gaming Authority. This service will be provided free of charge to players; the operator covers all associated costs.
- Priority for responsible gambling issues: Complaints related to responsible gaming, such as self-exclusion breaches or protection of vulnerable players, must be prioritised and resolved within five business days.
- Timelines for other complaints: All other complaints must be addressed within four weeks of receipt. In complex cases, this period can be extended once by an additional four weeks, provided prior notice is given to the player.
- Use of AI: AI may assist with straightforward complaints. However, any responsible gambling or complex cases must be handled by human staff, ensuring personal oversight where it matters most.
Regulatory push for accountability
The CGA has also confirmed that it will not intervene directly in individual disputes but will monitor the data from complaints to enforce compliance. Operators must submit bi-annual reports detailing the volume and outcomes of complaints, ADR referrals, and any legal actions taken.
All licensed operators must fully adopt the new Complaints Policy and upload their complaint procedures to the CGA portal by 31 July 2025.
A mandatory move for Cura?ao
Cura?ao has long held a reputation as one of the most accessible and some would argue lenient regulators in the global online gambling market. For years, thousands of international operators obtained licences through Cura?ao, often drawn by lower fees and fewer regulatory obligations compared to European jurisdictions.
In response to international pressure and concerns about money laundering, the government has increased oversight. This new Complaints Policy is part of an ongoing effort to align Cura?ao’s regulatory standards with global best practices.
