The newly empowered Gaming Authority of Curacao, or CGA, has issued a binding regulatory framework. It introduces mandatory collaborations with independent dispute-resolution providers. It also enforces strict timelines for resolving cases. The framework significantly tightens how B2C iGaming operators must handle player complaints.
Every operator with a B2C license must sign a deal with at least one approved ADR (Alternative Dispute Resolution) provider. Authorities must assess all other disputes within four weeks. They must now process complaints related to safer gambling within five working days, allowing for a single four-week extension if necessary.
Players can escalate complaints to an ADR provider free of charge if an operator fails to resolve the case. The operator will cover all associated costs, and authorities must issue ADR decisions within 90 days.
CGA has also introduced formal eligibility requirements for ADR providers. Each team should include at least one certified lawyer and no fewer than three specialists with demonstrable experience in the gambling sector. To ensure full independence, the regulator restricts ADR providers from working as affiliates or offering any commercial services to operators.
The Authority will certify ADR providers directly, as well as publish an official list. Operators must sign deals with approved ADR entities within one month of the list’s release.
The same regulatory package also introduces new ownership-change controls. Any modification in the beneficial ownership structure of a licensed casino now requires written approval from CGA and is subject to mandatory €150 processing fee.
The measures form part of wider effort of Curacao to overhaul its licensing and supervisory framework, targeting to strengthen player protection, transparency, as well as AML compliance while modernizing the international regulatory reputation of the jurisdiction.
All the while, the reform follows the mass resignation of the entire CGA Supervisory in September 2025. This is shortly after the emergence of a corruption scandal involving Javier Silvania, then-Finance Minister.
