Alternative Dispute Resolution (ADR) Certification under Curaçao’s LOK: What Operators Need to Know
With the rollout of Curaçao’s new National Ordinance for Games of Chance (LOK), operators must now integrate certified Alternative Dispute Resolution (ADR) providers into their player complaints process. This marks a major shift in compliance, ensuring that disputes between players and operators can be resolved fairly, independently, and outside of court.
Why ADR Matters
ADR provides players with an impartial mechanism to escalate complaints when internal resolution fails. This helps build trust, reduces legal costs, and ensures disputes are settled faster—within 90 days as per CGA expectations. Importantly, ADR outcomes are binding on operators, reinforcing accountability.
Key Responsibilities of ADR Providers
- Deliver decisions that are impartial, transparent, and well-reasoned.
- Demonstrate independence, avoiding conflicts of interest or ties to gambling operators.
- Operate under clear, published procedures.
- Uphold fairness while recognizing the power imbalance that can exist between players and operators.
ADR providers may refuse cases in limited scenarios, such as frivolous claims, incomplete complaint handling, conflicts of interest, or duplicate proceedings.
Certification Requirements
To qualify for CGA certification, ADR providers must meet strict criteria, including:
- Legal expertise: At least one qualified lawyer or barrister on the team.
- Industry knowledge: Understanding of gaming systems, betting structures, and regulatory frameworks.
- Team structure: Minimum of three professionals with relevant experience.
- Independence: No involvement in affiliate marketing, B2B services, or relationships with Curaçao license holders.
- Procedural safeguards: Established rules of procedure and transparent dispute-handling processes.
The Certification Process
ADR entities apply directly to the CGA, submitting operational details and proof of compliance. The process includes:
- Application – submission of documentation to the CGA.
- Assessment – due diligence on staff, qualifications, and procedures.
- Ongoing Monitoring – regular reviews, site visits, and enforcement if standards are not met.
👉 Interested applicants can access the application form and submission instructions on the CGA portal under the Publications tab, using the form entitled ADR Service Provider – Application Form for Certification.
Certified ADR providers will be published on the CGA website, and every B2C operator must clearly list available ADR options in their Terms & Conditions. Operators also bear all costs of the ADR process.
What This Means for Operators
For B2C license holders, ADR compliance is not optional. Operators must:
- Partner only with CGA-certified ADR entities.
- Clearly disclose ADR options to players.
- Respect ADR outcomes as binding.
- Budget for ADR costs as part of compliance obligations.
Final Thoughts
ADR certification strengthens Curaçao’s gaming framework by prioritizing fairness, transparency, and accountability. For operators, securing a relationship with a certified ADR provider is now a regulatory necessity and a key part of building player trust under the LOK.
