The Caribbean island of Curaçao is introducing a sweeping new policy designed to regulate how online gambling operators handle player complaints. Under the updated Complaints Policy, which falls under Curaçao’s recently reformed National Ordinance on Games of Chance (LOK), licensed operators will now be required to provide players with a clear, fair, and transparent process for raising grievances.

The new framework notably mandates licensed operators to offer players free access to independent alternative dispute resolution (ADR) services, a measure intended to give players a stronger voice in resolving disputes.

Transparent System for Grievances

The updated policy sets out a straightforward, step-by-step process for handling player complaints:

• Six-month window: Players have up to six months after a disputed bet or incident to formally submit a complaint.
• Official complaint form: Operators must provide an official complaint submission form, which must be available in English and the primary language used on the operator’s website.
• Internal resolution first: Complaints must initially be addressed by the operator’s customer support team, accessible via live chat or email.
• Escalation to ADR: If internal resolution fails to satisfy the player, they can escalate their complaint to an independent Alternative Dispute Resolution (ADR) provider. This ADR provider must be certified by the Curaçao Gaming Authority, and the service will be provided free of charge to players, with the operator covering all associated costs.
• Priority for responsible gambling issues: Complaints specifically related to responsible gaming, such as alleged self-exclusion breaches or issues concerning the protection of vulnerable players, must be prioritised and resolved within a strict five business days.
• Timelines for other complaints: All other types of complaints must be addressed within four weeks of receipt. In complex cases, this period can be extended once by an additional four weeks, provided prior notice is given to the player outlining the reason for the extension.
• Use of AI: The policy allows for AI to assist with straightforward complaints. However, any responsible gambling-related cases or complex disputes must be handled by human staff, ensuring personal oversight where critical issues or nuanced judgment are required.

Regulatory Push for Accountability

The Curaçao Gaming Authority (CGA) has confirmed that it will not intervene directly in individual disputes between players and operators. Instead, the CGA will focus on monitoring the data derived from complaints to enforce overall compliance with the new policy. Operators are mandated to submit bi-annual reports detailing the volume and outcomes of all complaints received, any referrals made to ADR services, and the results of any legal actions taken. All licensed operators must fully adopt the new Complaints Policy and upload their updated complaint procedures to the CGA portal by July 31, 2025.

This new Complaints Policy is a mandatory move for Curaçao. The island has historically been regarded as one of the most accessible-and by some accounts, lenient-regulators in the global online gambling market. For many years, thousands of international operators obtained licences through Curaçao, often attracted by lower fees and fewer regulatory obligations compared to European jurisdictions. However, in response to increasing international pressure and growing concerns about money laundering within its gaming sector, the government has been actively increasing its oversight. This new Complaints Policy is part of an ongoing broader effort to align Curaçao’s regulatory standards and frameworks with global best practices, enhancing its reputation and strengthening its position in the international iGaming landscape.