Navigating compliance in Curaçao: deep diving the Responsible Gaming Policy

 In an evolving global gaming landscape,regulatory compliance is no longer a secondary concern — it is foundational to a sustainable and reputable iGaming operation. On April 17, 2025, the Curaçao Gaming Authority (CGA) released its comprehensive Responsible Gaming Policy for Licensed Operators, establishing mandatory standards for B2C operators seeking to obtain a (new) gaming license in Curaçao. This policy sets the tone for the jurisdiction’s regulatory shift toward greater consumer protection and accountability.

This blog provides a concise overview of the policy’s core components, assisting gaming companies and prospective licensees in aligning their operations with CGA’s expectations.

Purpose and scope of the Responsible Gamg Policy

The Responsible Gaming Policy is designed to ensure that gambling remains a safe and enjoyable activity. It mandates that all licensed operators embed responsible gambling practices directly into their business models. The policy is applicable to all online B2C license holders under Curaçao’s National Ordinance on Games of Chance (LOK), and establishes that failure to comply may lead to enforcement actions by the CGA.

The policy outlines differentiated responsibilities for operators based on risk levels — particularly for high-risk businessmodels, such as those involving VIP/high-roller players, cryptocurrency, or skin betting — while also noting that it does not apply to non-retail gaming models such as professional players or syndicates.

Mandatory requirements for License Holders

Operators must implement and maintain a wide range of responsible gaming measures, including:

• Age Verification: Strict age checks must prevent access to gaming services by individuals under 18.
• Information Accessibility: Websites must display a clearly labeled Responsible Gaming (RG) section and offer support resources in English and the target market’s language.
• Self-Assessment Tools: Operators must offer tools for players to evaluate their gaming behavior, including standardized questionnaires such as the CAGE assessment.
• Behavior Tracking: Real-time systems must monitor player activity to identify problem gambling indicators. Escalation protocols must be in place.
• Self-Exclusion and Cooling-Off Options: Operators must offer mechanisms for temporary and permanent exclusion from gaming services.
• Deposit Limits: Players must have access to customizable deposit limits on a daily, weekly, or monthly basis.
• Advertising: Advertising must avoid targeting vulnerable groups or portraying gambling as a solution to financial or emotional issues.
• Staff Training: Customer-facing staff must be trained to recognize and respond to signs of problem gambling.

Operators must appoint a Responsible Gaming Officer or assign the responsibility to a designated compliance officer. Annual internal reporting on the policy’s effectiveness is required.

Player protection measures in detail

1. Age verification & underage gambling prevention

Operators must conduct Know Your Customer (KYC) checks, including government-issued ID verification before any withdrawals can be processed. If a player is identified as a minor, their account must be closed immediately and deposits refunded.

2. Responsible Gaming Tools & website integration

The RG section of the platform must be accessible from the homepage and footer, providing information on:

• Self-exclusion and cooling-off procedures
• Deposit limit settings
• Support contacts (e.g., Gamcare, Gamblers Anonymous)
• Terms & Conditions, which must be clearly linked

3. Cooling-off and self-exclusion mechanisms

These tools empower players to manage their gambling activity:

• Cooling-Off: Short-term breaks (24 hours to 3 months) with optional restrictions on     specific brands or product verticals.
• Self-Exclusion: Long-term bans (1 year to lifetime) that cover all brands under an     operator’s license. Once activated, accounts are closed and cannot be     reactivated without a formal request after the exclusion period ends.

4. Behavior monitoring and interventions

Operators must track multiple behavioral indicators such as excessive deposits, repeated reversal of withdrawals, erratic session durations, and agitation during customer support interactions. AI and machine learning tools can support these efforts.

When concerning behaviors are detected, the operator must:

• Notify the player of available RG tools
• Potentially apply deposit limits or temporary suspensions
• Escalate to permanent exclusion if necessary

All interactions must be logged in the Player Account Management (PAM) system.

Advertising, training, and enhanced measures

CGA requires marketing campaigns to avoid glamorizing gambling, targeting minors, or implying gambling is a path to success. All marketing must carry responsible gambling messaging.

Staff, particularly those in customer supportand VIP roles, must be trained to:

• Identify at-risk behavior
• Communicate empathetically
• Guide users toward RG resources

Operators with inherently high-risk models mustconsider Enhanced Measures, such as:

• Reality check tools (timers, session duration pop-ups)
• Additional limits (loss/time/wager)
• Internet filtering software recommendations to block access for minors (e.g.,     BetBlocker, Gamban)

Implementation timeline

While some elements were required by April 2025,a full implementation schedule extends through September 2026. Notably:

• Age verification, exclusion tools, and behavior tracking must be fully functional by mid-2025.
• Enhanced tools and complete training programs should be finalized by 2026.

Conclusion

With this new Responsible Gaming Policy, the CGA underscores its commitment to making Curaçao a credible and competitive jurisdiction for online gaming. For operators, compliance is no longer optional— it’s a cornerstone of doing business in the modern iGaming space.

As licensees prepare for audits and policy submissions, integrating these responsible gaming practices early will not only ensure regulatory alignment but will also foster trust with players and partners.

 For companies considering entry into the Curaçao market, now is the time to evaluate your systems, train your teams, and formalize your Responsible Gaming strategy. If you are in need of assistance, feel free to reach out.

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