Curaçao Cracks Down on Gambling Operators with Overhauled Complaint System

Curaçao’s gambling regulator is putting online casino operators on notice. In a sweeping update to its regulatory approach, the Curaçao Gaming Authority (CGA) has rolled out new complaint-handling guidelines that aim to rein in long-standing industry practices by forcing greater transparency and consumer protection.

Under Version 1.1 of the Player Complaints Policy Guidelines, licensed operators will now have until July 31, 2025, to post updated complaint procedures on the CGA’s online portal. The revised policy, introduced under the recently modernized National Ordinance on Games of Chance (LOK), marks a significant shift for a jurisdiction long viewed as a hub for lightly regulated gambling.

Player Rights Take Center Stage

At the core of the new rules is a requirement that all licensed gambling platforms offer players a structured, accessible, and no-cost process for submitting complaints. Operators must make official complaint forms available in English and any additional language used on their site.

Players now have up to six months after a disputed event to file a formal complaint. The process begins with the operator’s own customer support team, which must respond via live chat or email. If that step fails to resolve the issue, players can escalate the matter to an independent Alternative Dispute Resolution (ADR) provider. The catch? Operators are responsible for covering the cost—not the player.

The CGA has placed special emphasis on safeguarding vulnerable users. Disputes involving responsible gambling — such as violations of self-exclusion agreements—must be resolved within five business days. For other types of complaints, operators have four weeks to respond, with the option of a one-time extension of another four weeks if players are informed ahead of time.

While artificial intelligence may assist in handling basic cases, serious or sensitive issues must be reviewed by human staff.

Operators Face New Oversight Mechanisms

Beyond enforcing complaint procedures, the CGA is also strengthening its oversight through mandatory reporting. All licensed companies are now required to submit twice-yearly reports detailing the number and outcome of complaints, how many cases were referred to ADR, and any legal action stemming from disputes.

Although the CGA will not directly step into individual cases, it plans to use this data to ensure that operators follow the rules and to identify broader patterns of non-compliance.

A Turning Point for Curaçao's Gambling Market

The move signals a major pivot for Curaçao’s gambling oversight regime. Once known for offering minimal regulatory friction and low-cost licenses, the island had attracted thousands of international gambling companies. But with growing global scrutiny, particularly around financial crime and weak consumer protections, Curaçao has been pushed to raise its regulatory standards.

This complaint resolution overhaul forms part of a broader effort to clean up the country’s image and bring its practices more in line with international norms.

By mandating independent dispute resolution, accelerating timelines for player protection issues, and increasing transparency through public reporting, the CGA is signaling a clear shift from passive oversight to active regulation.

Source:

“Curaçao Gaming Authority issues new gambling dispute resolution laws”, linkedin.com, Jun 19, 2025