In a significant regulatory shift, the Curaçao Gaming Authority (CGA) has unveiled a revised Player Complaints Policy that tightens the rules for how licensed online gambling operators must manage player grievances. Effective under the newly restructured National Ordinance on Games of Chance (LOK), the update reflects the island’s broader push to strengthen regulatory oversight and align with international best practices.
A central element of this revision is the mandatory implementation of a fair and transparent complaint-handling process by all licensed operators, including the provision of no-cost access to independent alternative dispute resolution (ADR) services for players. These changes are intended to improve player protections and enhance accountability within Curaçao’s gambling sector.
Structured Complaint Resolution Process
The revised policy outlines a clear and detailed approach that operators must follow when addressing complaints. Players are given a six-month period after a disputed incident to file a formal grievance. Operators are required to provide an official submission form, which must be made available in English as well as any other language used on the operator’s website.
Initial complaints must be processed internally by the operator’s customer service department, accessible through live chat or email. If the issue remains unresolved, players are entitled to escalate the matter to a CGA-certified ADR provider, with all associated costs covered entirely by the operator.
Issues involving responsible gambling must be treated with urgency, with a maximum resolution time of five business days. Other complaint types must be addressed within four weeks, though operators can extend this by another four weeks if players are notified in advance. While artificial intelligence may assist in processing simpler cases, human staff must directly manage any complex or responsible gambling-related complaints.
New Accountability Measures for Operators
In addition to revising the complaints process, the CGA is introducing new reporting obligations. Licensed operators will be required to submit semi-annual reports documenting complaint volumes, outcomes, ADR referrals, and any legal developments. Though the CGA will not directly mediate individual complaints, it will use aggregated complaint data to ensure compliance and inform regulatory actions.
Crucially, all operators must upload their updated complaint policies to the CGA’s designated portal no later than July 31, 2025, in accordance with Clause 9 of the newly published Version 1.1 of the Complaints Policy Guidelines.
Regulatory Shift Driven by International Pressure
Historically, Curaçao has been seen as a relatively permissive licensing jurisdiction for online gambling businesses, attracting thousands of operators due to its low costs and minimal regulatory burdens. However, mounting international scrutiny and concerns about money laundering have prompted local authorities to reform.
This revamped complaints framework is part of a broader movement to modernize Curaçao’s regulatory environment and bolster the island’s credibility in the global gaming industry. By introducing more robust protections for players and greater transparency requirements for operators, Curaçao is working to align itself more closely with established gambling regulatory standards worldwide.
Source:
“Curaçao Gaming Authority issues new gambling dispute resolution laws”, linkedin.com, Jun 19, 2025
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