A Complete Curacao Complaints Guide

Updated: January, 2025

Curaçao is a popular jurisdiction for online gaming, hosting numerous operators under its regulatory framework. Despite this, disputes between players and casinos are not uncommon. If you’re dealing with an issue involving a Curaçao-licensed operator, it’s essential to understand your options for filing a complaint and what to expect throughout the process.

How to File a Complaint

If you encounter problems with a Curaçao-licensed casino, follow these steps:

1. Start with the Casino

Your first course of action should always be to contact the casino’s customer support. Most gaming operators have dispute resolution processes in place. When reaching out:

• Be clear and concise about your issue.

• Provide any relevant documentation, such as screenshots or transaction details.

• Allow time for the casino to respond and resolve the matter.

In many cases, direct communication can lead to a satisfactory resolution without the need for further steps.

2. Report to the Curaçao Gaming Control Board

Email for Curacao complaints: [email protected]

If your efforts to resolve the issue with the casino are unsuccessful, you can escalate the matter to the GCB. While the GCB does not mediate disputes, your complaint can alert them to potential violations of gaming laws.

The GCB is in the process of launching a standardized complaint form on its website. This form will collect detailed information about issues players face and help the GCB identify patterns of non-compliance. Until this form becomes available, avoid sending complaints via their email inbox ([email protected]).

What happens when you file a complaint with the GCB?

Complaints are logged in a database used to support the GCB’s risk-based supervisory approach.

If a pattern of complaints indicates breaches of the law, the GCB may take regulatory action, such as fines or license reviews.

The GCB does not provide updates on investigations or disclose any actions taken against operators.

While submitting a complaint may not resolve your individual issue, it plays an important role in holding operators accountable.

3. Pursue Legal Action if Necessary

If all other avenues fail, your final option is legal action. Seek advice from a lawyer or consumer rights expert with experience in gaming disputes. While legal proceedings can be complex and time-intensive, they may be necessary for serious cases involving significant financial loss or misconduct.

Why You Should File a Complaint

Even though the GCB does not resolve individual disputes, every complaint helps strengthen the regulatory framework. Repeated complaints against an operator can highlight systemic issues and lead to investigations or penalties. By reporting your experience, you contribute to improving the fairness and accountability of Curaçao’s gaming industry.

Curaçao’s Gaming Regulation: A Unified System

Contrary to outdated information, there are no longer four separate gaming commissions in Curaçao. Today, the Curaçao Gaming Control Board (GCB) is the sole authority regulating gaming activities conducted from or within Curaçao. Its mission is to ensure operators adhere to laws that uphold the gaming industry’s integrity.

However, the GCB’s role has limitations. It does not intervene in individual disputes between players and operators. If you have a grievance, you must first attempt to resolve it directly with the casino. The GCB cannot issue judgments, order compensation, or act as an arbitrator. Its primary focus is enforcing compliance with Curaçao’s gaming laws, known as the LOK.