Ask the Casino Guru team (page 22)

If you have sent back the confirmation email and everything is done on your side, it is now up to the game provider to send out the vouchers.

We are unable to speed the process up in any way, you know.

Good day

The CGA has instructed its licensed B2C operators to appoint an ADR (Authorized Dispute Resolution) officer and include it in their Terms and Conditions by June 2026 at the latest. This is a licensing requirement for all CGA-licensed casinos according to the LOK (Local Banking Regulations). Currently, there are six CGA-certified ADR officers and four more in the testing phase. Players have the indisputable right to contact the ADR if a solution cannot be reached between the player and the casino within four or eight weeks (after a justified extension of the complaint processing time).

My question: Does CasinoGuru have a list of ADRs (Administrative Representatives) that players can contact? Has CasinoGuru requested and received this information from the CGA (Central Gaming Authority)? I think this will solve many problems in the future and help many players.

Hello, I heard about this progress too, but from AOFA, and as far as I can guess, the list should be on the official page for casino licenses. They do not distribute such lists; they share them instead, as far as I can tell.

So, if there is a list for CGA too, I would search their website.

https://www.cga.cw/

The last time my colleagues checked it worked this way:

"Complaints and disputes

It is stated in the regulations that all operators must provide an adequate process for players to make complaints to them directly, and that disputes may be referred to an Alternative Dispute Resolution service that must first be approved by the CGA.

It is possible to submit a complaint via email to complaints@cga.cw.

However, the CGA states on its website that they do not handle individual disputes between players and gaming operators. It seems the regulator will only pay attention to complaints regarding potential violations of law."

Do you perhaps have something new, please? That would be highly appreciated.

Dear Radka,

It is nice to hear from you so quickly, and thank you for your friendly response.

My intention was simply to encourage CasinoGuru to obtain the list showing which CGA-licensed casino or casino group has appointed which ADR provider as its designated dispute resolution body. According to the CGA requirements, all licensed casinos were required to appoint an ADR provider and include this information in their Terms & Conditions by June 2026 at the latest. This has been confirmed to me by both the CGA and an accredited ADR provider in Curaçao.

You can find the relevant information here:

(CGA und ADR Diskussion).

Curacao Gaming Authority License Management Portal

Unfortunately, many casinos have still not updated their Terms & Conditions to include this information. Interestingly, my former attorney in Curaçao has since become the director of an ADR provider himself. Who would have thought a few years ago that Curaçao – and the former Curaçao Gaming Control Board, now the CGA – would eventually become one of the more reputable gambling licensing authorities?

I still frequently see CasinoGuru advising players to contact complaints@cga.cw. To the best of my knowledge, this has never resulted in a successful resolution and is unlikely to do so in the future. The CGA has not been authorized by the Ministry of Finance of Curaçao (formerly the Ministry of Economic Affairs) to act as an ADR provider or to handle individual player complaints. This is likely due, at least in part, to capacity limitations. The CGA primarily intervenes when licensing conditions have been breached and regulatory action is required.

For this reason, I would strongly encourage CasinoGuru to obtain and publish this information. Doing so would allow players to exercise their rights and contact the appropriate ADR provider whenever a dispute between a B2C operator and a complainant has not been resolved to the complainant's satisfaction.

If a casino refuses to disclose its ADR provider—either in response to a written request or by publishing the information on its website or in its Terms & Conditions—players can contact the ADR providers directly by email and ask whether they act as the ADR body for that particular casino. ADR providers are required to disclose this information.

A list of ADR providers can be found here:

154647647847

Kind regards

Hello, thank you for your suggestions and for extensive uodate. From my position, I'd like to highlight that it's a bit more complicated with the practical approach of those ADR services. Just as you mentioned. It's cool on the website, but as far as we know from monitoring those license providers and from information gathered at international conferences focused on regulations, some Curacao or other offshore companies also state that the player must first exhaust the option of resolving the situation with the casino and its ADR compliance. In my opinion, the list you provided clearly demonstrates why my colleagues do not provide concrete ADR companies to players. It is currently a mix of sublicenses, laboratories and a few general ADR services. Casino Guru can also be viewed as an ADR provider, since some regulators inform players that to submit a complaint to the licensing body, they must provide a statement from an ADR, although the specific ADR is not specified. We have a few people constantly monitoring licenses and changes in the regulations and processes, yet we are never 100% sure of how to instruct the player, keeping in mind the practical part and also the official regulator website claims and recommendations.

I'm not very sure whether this makes further sense; therefore, any practical insights are appreciated.

At Casino Guru, we know that certain licenses do not actually investigate players' complaints. However, just as when it comes to specific casinos, the relevant information is found in the rules or, in the case of the licensing authority, on its website. We do not review licensing authorities; we review casinos. You made a good point, though. Here on the forum, we regularly hear from players who report, "Curacao did not respond to my complaint request."

I have now requested a withdrawal of €499 three times. I deposited using paysafecard and also wanted to withdraw using paysafecard, but my withdrawals have been rejected three times. I am asking for help because I don't know what else to do, except consult a lawyer and take legal action. I contacted the casino several times by email, and they gave an unknown reason. The second time, they claimed the withdrawal was rejected by paysafecard, which is not true. Since I see no other way to resolve the issue, I will probably consult a lawyer and take legal action to sue for damages.

Hello there,

I'm sorry to see you in such a situation. Since this is your first post on the forum and the screenshot does not show the casino name, there is little room for a proper response. May I know where and how long you have been struggling to withdraw? Did the casino suggest any other payment method available to you or can you directly try a different method?

Hello, I have filed a complaint against the casino betcoin.ag. When will it be processed please.

Thank you and have a nice day, Valicz

Hi, your complaint was about sports betting, which we do not handle, so it was rejected.

If it helps, here are some links that might help and where you can open a complaint.

https://www.askgamblers.com/submit-complaint

https://www.safebettingsites.com/complaints/

https://www.bookmakersreview.com/sportsbook-complaint/

https://www.bookmakers.bet/submit-a-complaint/

https://www.sportsbookreview.com/sportsbook-complaint/

Do you know if it is legal for a slot machine hall to make withdrawals via POS to allow players to continue playing?

Hello. I'm not sure I completely understand your question, but you'll probably need to look for more information online because when it comes to legality, I don't really know these things since I'm not a lawyer.

What comes to mind is that you could try looking up the regulations in your country, because it may differ from one country to another. It can vary depending on the gambling regulations and similar rules.

So I would probably try something like that, even though I don't know exactly where you could find that information.

In any case, I don't want to mislead you or tell you something that isn't true, because I don't know enough about it.