WILLEMSTAD – In a landmark move to modernize its gambling sector, the Curaçao Gaming Authority (CGA) has introduced new complaint-handling guidelines aimed at protecting consumers and enhancing transparency across the island’s online gambling industry.
The updated policy—formally known as Version 1.1 of the Player Complaints Policy Guidelines—is part of a sweeping reform initiative under the newly enacted National Ordinance on Games of Chance (LOK). Licensed operators now have until July 31, 2025, to comply by posting clear, accessible complaint procedures on the CGA’s online portal.
New Era for Player Rights
Under the new rules, every licensed online casino operating under a Curaçao license must provide players with a structured, no-cost process to file complaints. This includes making official complaint forms available in English and in any other language used on the operator’s website.
Players will have up to six months to submit a formal complaint following a disputed event. The process begins with the operator’s internal customer support, which must respond via live chat or email. If unresolved, the dispute can be escalated to an independent Alternative Dispute Resolution (ADR) provider—paid for by the operator, not the player.
Cases involving responsible gambling concerns, such as breaches of self-exclusion policies, must be resolved within five business days. Other complaints must be addressed within four weeks, with a possible four-week extension if the player is notified in advance. While artificial intelligence may assist in processing simple cases, sensitive or serious complaints must be reviewed by human staff.
Increased Oversight and Transparency
In addition to improving player protections, the CGA is introducing stricter oversight of gambling operators. Licensed companies will be required to submit biannual reports detailing:
The total number of complaints received
The outcomes of those complaints
How many cases were referred to ADR
Any legal actions resulting from disputes
Though the CGA will not intervene directly in individual disputes, the regulator will use the collected data to identify problematic operators and ensure compliance.
A Turning Point for Curaçao’s Gambling Industry
For years, Curaçao has been a popular hub for thousands of international gambling companies, in part due to its low entry costs and lenient oversight. However, the island has faced increasing international scrutiny over concerns related to financial crime, player protection, and regulatory gaps.
This new complaint resolution policy represents a significant shift—signaling that Curaçao is moving from a passive licensing model to active regulation in line with global standards.
By requiring faster response times, independent dispute resolution, and more transparent reporting, the CGA is making clear that the era of hands-off oversight is ending. These reforms are expected to improve the island’s credibility in the global gambling market and enhance consumer trust in Curaçao-licensed platforms.
