Curaçao Tightens Rules for Handling Player Complaints

The Curaçao regulator (CGA) published new rules for handling player complaints.

New Requirements for iGaming Operators

Every operator with a B2C license is now required to sign an agreement with at least one independent company to handle disputes with players.

Complaint Review Deadlines

• Responsible gaming: complaints must be reviewed within 5 business days
• Other complaints: reviews must be completed within 4 weeks, with the possibility of a 4-week extension

If the casino does not resolve the issue, the player can submit the dispute to an ADR provider free of charge. The review may take up to 90 days, and all costs will be covered by the operator.

Requirements for ADR Providers

The regulator has set mandatory conditions for companies handling player complaints:

• The team must include at least one lawyer and three professionals with experience in the gambling sector
• Providers are not allowed to act as affiliates or offer commercial services to operators
• The regulator will certify ADR providers and publish a list of approved companies

After the list is published, operators will have one month to sign agreements with the approved ADR providers.

Control Over Changes in Casino Ownership

In the same documents, CGA introduced control over changes in beneficiaries: