Curaçao Sets New Rules for Handling Player Disputes
Curaçao is changing how player disputes are handled, setting new duties for casinos and clear timelines for reviews. The move aims to bring order to a system that long relied on lighter control — and now appears ready for stricter rules.
Nov 19, 2025
A New System Takes Shape
The Curaçao Gaming Authority has introduced rules that change how operators respond to complaints. Each licensed casino must sign an agreement with at least one approved ADR company that will review unresolved disputes. Operators have one month to complete these agreements — a tight deadline that adds pressure.
If a dispute remains unsettled, the player may bring it to an ADR provider at no cost. Operators must pay all review expenses, even for cases that take up to 90 days.
Faster Reviews and Clear Timelines
The changes center on speed. Complaints linked to responsible gambling must be reviewed within five business days. All other matters must be handled within four weeks, with one possible four-week extension. These limits add structure to a market known for uneven service.
Main duties include:
Sign deals with at least one certified ADR provider.
Review responsible-gambling issues in five days.
Resolve other issues in four weeks, plus one extension.
Keep ADR reviews free for players.
Stronger Control of Casino Ownership
Any change in casino ownership now needs written approval and comes with a €150 fee. The step may look minor, yet it signals growing interest in who runs local casinos.
Curaçao’s direction is clear — tighter rules, closer checks, and faster responses. How casinos adjust may shape the next phase for the island’s gambling market.
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