We investigate the Curacao ADR consultation and give our view on the current situation for complaint services offered by online casinos under GCB licensing. (Image by yganko on Vecteezy)
Has anyone heard any news about the Curacao consultation for Alternative Disputes Resolution (ADR) Partners?
The consultation began at the end of February and, as we have been led to believe, is it ended on 8 March 2025.
Yet, we have not seen any concrete news that forces operators currently holding Curacao Gaming Control Board (GCB) licensing to introduce an ADR service.
I’ve personally searched the complaints sections of several GCB gambling sites, specifically with the aim of finding an ADR partner.
No luck with the ones I have researched. All I see is – our decision is final, which means the casino’s complaints team is essentially saying tough luck if you disagree with their resolution to your complaints.
Some, like BetandPlay Casino, say that you cannot use an ADR service. The exact wording is ‘Casino will dismiss the complaint if the matter is handed over to be conducted by the third party and not the original account owner. ’
The only conclusion we can come to right now is that the Curacao GCB online gambling authority has yet to force online casinos to offer a valid ADR partner service.
It is also all quiet on the western front news covering the topic has dried up. Yet, here I am covering the subject to see what I can find. I am a player too, and I am keen to see how ADR services will evolve under the GCB licensing.
It’s worth noting that the Curacao Alternative Dispute Resolution Entity (CADRE) has been established to mediate disputes between consumers and online gambling operators licensed in Curaçao. CADRE is in the process of being approved as an ADR entity by the GCB.
A Call For Deeper Research
I decided to look deeper into the topic, and I found something on the Curacao Gaming Control Board website itself. On the main portal where operators can apply for licensing there is an interesting section that states an operator should have an ADR service in place. The question is, why am I not seeing this with existing online casinos I have researched? Well, the answer probably is just because it is early doors and we are about to see a big change to Curacao operator’s gambling websites’ complaints sections.
Here is the exact wording:
Screen shot courtesy of the Curacao Gambling Authority ‘Getting a Gaming License‘ page.
From my research, the rule only applies to new applicants: If the casinos I have researched so far still do not give you an option to use an ADr service, then it appears ADR rules only apply to new operator looking to gain GCB licensing.
An Interesting LinkedIn Article Explains More
After looking deeper into the topic of ADR services being a part of Curacao online gambling sites, I found an excellent round up of some of the information that has come out of the GCB ADR consultation.
The article was written by Duncan Garvie on LinkedIn.
Here’s a summary of the main rules and concerns Duncan Garvie raises about the Curacao ADR (Alternative Dispute Resolution) policy:
- Complaint Handling Improvements: Operators must have an internal complaints process with clear timelines and make sure they give priority to responsible gambling complaints.
- ADR Certification: ADR entities must be certified by the Curacao Gaming Authority (CGA), ensuring oversight.
- Operator Non-Compliance Consequences: If an operator refuses to cooperate with an ADR, it is a direct licensing breach—stronger than UK and Malta regulations.
- Reporting Requirements: ADRs must submit quarterly complaint reports, improving transparency.
Rules I particularly like as a rule from a player’s point of view:
- No Affiliate marketing ADRs: As you are about to find in the next section, this rule is one I 100% agree with. ADRs cannot have affiliate marketing revenue. I know Duncan Garvie argues that independent ADR services are better, but I can tell you from personal experience as an online casino, they are not!
- Legal Representation: At least one ADR member must be a practicing lawyer.
A couple of negatives did stand out that I agree with:
- Operates Can Select ADR Partner: The ADR selection process allows operators to pick the ADR, leading to biased decision-making. However, it really depends on the service provider and how well the Curacao GCB oversees the ADR company services.
- Legality of ADR Decisions: ADR decisions are legally binding for operators but not for players, allowing players to take settlements and still sue in court. For me, you can’t have it both ways. You either go to court or arbitration. On the other hand, the rule does, to some extent, prevent ADR services and operators from collaborating.
The Rise of Fake ADR Services
Now we offer complaints services here at Casinoplusbonus, which in affect makes us an Alternative Dispute Resolution partner for you. However, we have no licensing or monitoring, and we don’t have the clout that a proper ADR partner service like eCOGRA would have.
Therefore, it frustrates us when we see Askgamblers on sites like LevelUp Casino as the ADR partner. It is wrong on so many levels.
First, GIG is the owner of Askgamblers, which is already a conflict of interest in our opinion. GIG offers casino services and at the same time runs an affiliate gambling site – talk about industry insider conflicts.
It’s very similar to our news report that covered fake gambling awards. You can’t offer legitimate or noteworthy awards if you are an affiliate site touting honesty and trustworthiness. The goal is to remain independent and unbiased. That’s just our humble opinion.
Now, the company is showing up on Curacao online casino sites as an Alternatives Disputes Resolution partner with no oversight or licensing. Why are these casinos not choosing legitimate IBAS or eCOGRA?
The good News: The new ADR rules under the GCB licensing will mean the authroity will put a stop to these websites offering services that are a blatant conflict of interest.
What Does the Current Situation Mean For You As a Player?
Honestly, not much has changed. Suppose you already play at an online casino operating under the Curacao licensing authority. In that case, you probably know there has always been a thin line between fair and untrustworthy online gambling platforms and operators.
The best approach you can take before you sign up for an online casino is to hunt around and find as much player feedback as you can. Here in Casinoplusbonus, we try to include Trustpilot reviews in our reviews, while we also give each online casino a rating.
Yet, our rating is simply what we think about the casino, and we understand you may not always agree with our score. Therefore, shopping around other casino review sites and checking the scores they give casinos we have reviewed should give you a good idea of the casino’s trustworthiness.
It is a waiting game: It seems good things are on the horizon with ADR services finally coming to Curacao online casinos and sports books. It is just a matter of time!
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