WILLEMSTAD – A European gambler has turned to the Curaçao Parliament for help after claiming that he has been unable to obtain a substantive response to complaints concerning player protection at online casino Vavada. According to the player, neither a designated dispute resolution body nor the Curaçao Gaming Authority (CGA) has provided clarity on how his case should be handled.
The letter from Łukasz Bernat was received by Parliament on August 19. Bernat is not asking Parliament to rule on his individual dispute with the casino. Instead, he wants lawmakers to clarify where players can turn when the existing complaint and regulatory channels fail to provide a substantive response.
According to Bernat, the dispute began in July 2025 after he repeatedly asked Vavada to permanently close his account and prevent him from gambling again.
He claims that despite those requests, additional accounts could subsequently be used with his real personal information, including the same telephone number and payment methods. In at least one case, he says the same email address was also used.
Bernat further alleges that he was able to regain access to the casino through a so-called mirror domain and deposit money despite previous measures intended to prevent him from gambling.
His complaint therefore raises broader questions about how self-exclusion and responsible gambling safeguards are applied in practice by Curaçao-licensed gambling operators.
Bernat says he initially attempted to resolve the matter directly with Vavada before seeking mediation through Casino Guru.
On January 24, 2026, he subsequently filed a complaint with CADRE, which he identifies as the alternative dispute resolution body designated by the gambling operator.
According to his letter, CADRE acknowledged receiving the complaint and indicated that a decision on whether to accept or reject the case would be made within 90 days. Bernat says that deadline has long since passed without a substantive decision or procedural update.
Bernat also says he has submitted several complaints and reports to the Curaçao Gaming Authority since October 2025. His most recent report was filed on July 14, 2026.
He claims the regulator has not provided a substantive explanation of what procedure is available to address his case.
The player is now asking Parliament which parliamentary committee, Member of Parliament or government institution has responsibility for such matters. He also wants to know whether concerns about the practical enforcement of responsible gambling and player protection requirements can be formally brought before Parliament.
His complaint consequently goes beyond a dispute between an individual player and an online casino. It raises the question of whether Curaçao’s regulatory and complaints system is sufficiently accessible and effective when a player believes he is receiving no meaningful response from the operator, dispute resolution body or regulator.
Bernat says he has compiled a complete dossier containing correspondence, payment information, self-exclusion requests, documentation involving Casino Guru and CADRE, reports submitted to the CGA and screenshots.
The information presented in the letter represents Bernat’s account of events. It does not establish that Vavada, CADRE or the Curaçao Gaming Authority violated any laws or regulations, and it is not clear from the letter whether the three parties agree with his description of the case.