Casinoplusbonus investigates why online casinos operating under the online gambling rules of Curacao still don’t have ADR services in place.
Under the new Curacao Gaming Control Board (GCB) rules, online casinos are already supposed to have Alternative Dispute Resolution (ADR) partners in place.
However, when I review most of these casinos ‘Complaints’ sections, there is still no mention of an ADR partner to escalate complaints to.
The idea is simple. If a player has a dispute with a casino and the normal support channels are not effective, they should be able to escalate the issue to an independent body that acts as a non-biased mediation service to resolve the matter according to law.
It is also a way to avoid expensive civil court proceedings for both players and casinos, as we saw when Dama N.V. was declared bankrupt, when in fact that was not the case.
The Introduction of CGA-Approved ADR Partners
Curaçao’s gambling industry has gone through a huge shake-up. At the end of 2024, the island introduced the National Ordinance on Games of Chance (LOK), designed to bring its licensing system in line with international standards.
One of the changes that has really stood out to us here at Casinoplusbonus was that the licensing Authority had consultations regarding the alternative dispute resolution ADR partners. Since the consultation, we’ve been monitoring changes to the terms and conditions of online casinos under the Curacao Gaming Authority (CGA).
Mandatory use of Alternative Dispute Resolution (ADR) partners is one of the biggest changes that positively affects players we have seen since the licensing authority updated its rules.
Sounds great, right? So if you already knew about the new ADR Services, you’ll probably be confused as to why most of my casinos’ terms and conditions still remain unchanged.
What the Rules Say
I published a news article before covering the fact that all online gambling sites must offer ADR services. That news report was Curacao Alternatives Disputes Resolution Still In Consultation? The same rules published then still stand.
Under the new LOK framework, licensed operators must:
- Give players access to an independent, certified ADR provider.
- Publish a clear complaints procedure on their website terms.
- Allow players up to six months to escalate disputes.
- Resolve responsible gambling complaints within five business days.
- Handle all other disputes within four weeks (extensions allowed).
- File bi-annual reports to the regulator on complaints and outcomes.
These rules are already in place for any online casino or Sportsbook that wants to comply with the Curacao licensing laws. Currently, most complaint procedures stipulate that you cannot escalate to a third party, and the casino’s decision on any complaints is final.
Timeline So Far
On paper, every licensed casino should now have ADR references live in their terms and conditions. Again, I would like to reiterate that in reality, this simply has not happened.
What Does ADR Look Like in Curaçao?
- ADR providers must be independent, based in Curacao, and approved by the CGA (Curacao Gaming Authority).
- They must employ at least one lawyer and three experienced gambling-sector staff.
- They can’t investigate on their own; they only review the evidence both parties submit.
- All findings are reported to the relevant regulatory authority.
This is intended to ensure disputes are fair, although some industry experts have warned that it could still become too operator-friendly unless additional oversight is implemented.
Old vs. New Curacao Complaints Framework
| Aspect | Old Master Licence System (Pre-2024) | New LOK + CGA Framework (2025 Onwards) |
|---|---|---|
| Complaints Handling | Informal, handled only by casino support | Formal, step-by-step complaints procedure required |
| ADR (Independent Help) | None required | Mandatory access to CGA-approved ADR providers |
| Transparency | No obligation to publish procedures in T&Cs | Operators must clearly list process in website T&Cs |
| Timelines | No fixed deadlines | 5 business days for RG-related issues, 4 weeks for others |
| Regulator Oversight | Minimal, master licence holders rarely involved | Complaints and ADR outcomes reported to CGA every 6 months |
| Enforcement Risk | Almost none | Non-compliance may lead to sanctions or licence loss |
Why Have Curacao Online Casinos Failed To Update Their Terms
I’m unsure why, and maybe it’s because they have a grace period, which could be, let’s say, to take a wild guess, all among casinos and sports books must update their terms and be consistent for complaints by 2026. However, there are also other factors in play and here’s why I think it’s the issue.
- Old habits: Curacao used to be very ‘light touch.’ Many operators are used to doing the bare minimum.
- Back-end vs. front-end compliance: Some casinos have filed procedures with the regulator, but not updated their public websites.
- White-label bottlenecks: Platforms powering dozens of Curaçao casinos haven’t pushed out ADR templates across all their brands.
- Enforcement lag: The new regulator has been focused on licensing paperwork, not yet auditing live sites.
It is Clear ADR Services Are Mandatory and Should Be Available
The ADR partner rule in Curaçao is real and mandatory. But while operators were required to file their complaint procedures by July 2025, most have not yet updated their website terms to reflect this.
- For now, many players will still see outdated complaints sections.
- Enforcement is expected to tighten later in 2025.
- When it does, casinos without clear ADR references risk sanctions or even losing their licences.
Until then, the safest approach is to stick with casinos that already publish transparent complaints policies. They’re the ones taking compliance seriously, and they’re far more likely to treat players fairly when disputes arise.
Leave A Comment