Curaçao regulator tightens player-complaint rules, mandates independent ADR services for all B2C operators

Curaçao’s Gaming Authority (CGA) has published a new set of mandatory rules governing how licensed iGaming operators must handle player complaints, marking one of the most significant consumer-protection reforms under the island’s ongoing regulatory overhaul.

Under the new framework, every B2C-licensed operator must sign an agreement with at least one certified independent ADR (Alternative Dispute Resolution) provider. Operators must now resolve:
• Responsible-gambling related complaints within 5 working days
• All other complaints within 4 weeks, with a single optional 4-week extension

If an operator fails to resolve an issue within the required timeframe, players may escalate the dispute to an ADR provider at no cost. The ADR review process may take up to 90 days, and all expenses must be covered by the operator, not the player.

The CGA has also set strict qualification and independence criteria for ADR providers. Each certified provider must have:
• At least one licensed lawyer
• Minimum three specialists with professional experience in the gambling sector
• No affiliate relationships, commercial ties, consulting roles or revenue-sharing arrangements with operators

The CGA will individually certify all ADR providers and publish an official list of approved companies. Once the list is released, operators will have 30 days to sign contracts with one or more approved ADR entities.

This reform significantly strengthens player protection, increases transparency, and aligns Curaçao with international dispute-resolution standards. For operators, it introduces new compliance obligations and additional operational costs, but also clarifies expected dispute-handling timelines under the island’s modernized licensing regime.