Last updated: 22 March 2026
Article 1
Our Regulatory Framework
1.1 Resolvo Curaçao N.V. operates as an independent alternative dispute resolution provider in Curaçao.
1.2 Resolvo's activities are carried out within the applicable Curaçao legal and regulatory framework governing online gaming dispute resolution, including the National Ordinance on Games of Chance (Landsverordening op de Kansspelen, P.B. 2024, no. 157, "LOK"), applicable Curaçao Gaming Authority ("CGA") policies and directives, and Resolvo's published complaint procedure.
Company registration: Resolvo Curaçao N.V. is registered in the Curaçao Commercial Register under number 170260, with its address at Hydraweg 3, Curaçao.
Article 2
What CGA Certification Means
2.1 Resolvo's regulatory role is based on meeting the applicable standards for ADR certification under the Curaçao regulatory framework.
2.2 This includes:
Operational Independence
Structural independence from gaming operators and players, with conflict-of-interest safeguards.
Qualified Personnel
Appropriately qualified ADR personnel and a functioning dispute resolution process.
Public Accessibility
A publicly accessible website and complaint portal, with confidential record-keeping.
CGA Cooperation
Active cooperation with CGA monitoring and oversight activities.
2.3 Certification means that Resolvo must remain structurally independent, apply the applicable framework consistently, maintain adequate procedures and staffing, and continue to meet ongoing compliance requirements imposed by the CGA.
2.4 Changes affecting certified status must be reported within the period required by the CGA.
Article 3
Applicable Law and Standards
3.1 When assessing disputes, Resolvo applies the applicable legal and regulatory framework in Curaçao.
3.2 This includes the LOK, CGA policies, directives and guidance issued under that framework, and applicable Curaçao civil law principles where relevant.
3.3 The Operator's terms and conditions may also be taken into account to the extent they are consistent with the applicable regulatory framework.
Framework prevails: Where there is any conflict between an Operator's terms and the applicable regulatory framework, the regulatory framework prevails.
Article 4
How We Conduct Our Reviews
4.1 Resolvo conducts its reviews independently, impartially, and on the basis of the evidence available.
4.2 This includes examining evidence submitted by the parties, identifying the key issues in dispute, asking targeted questions where necessary, and applying the correct legal and regulatory framework to the facts.
4.3 Resolvo also recognises and seeks to mitigate disparities in knowledge, resources, or access to information between players and Operators.
4.4 Communications and procedural steps may therefore be adapted to support accessibility and clarity for players.
Article 5
Timelines and Outcomes
5.1 Resolvo aims to acknowledge receipt of a complaint within 7 calendar days.
5.2 Once a dispute has been properly referred and admitted, Resolvo aims to issue a reasoned written outcome within 90 days, unless exceptional circumstances justify a longer period.
5.3 Outcomes set out the findings, reasons, applicable rules, and any required actions for the parties.
5.4 In accordance with the applicable framework, the outcome is binding on the Operator.
5.5 Whether an outcome is binding on the player depends on the relevant Operator's published ADR Parameters and any enforceable arrangements governing the dispute.
Article 6
Responsible Gaming and Player Protection
6.1 Resolvo treats responsible gaming matters as a priority category.
6.2 Complaints involving self-exclusion, duty of care, or related player protection issues are handled with full seriousness irrespective of claim value.
6.3 Operator-imposed minimum claim thresholds do not apply to such cases.
6.4 Resolvo's ADR role does not replace regulatory supervision or enforcement.
6.5 Where case information indicates possible regulatory non-compliance or broader player protection concerns, relevant information may need to be shared with the CGA in accordance with applicable obligations.
Article 7
Operator Obligations Within the ADR Framework
7.1 For Resolvo's services to apply, the Operator must be appropriately licensed, have an active ADR arrangement with Resolvo, direct eligible players to Resolvo after the internal complaints procedure has concluded, cooperate with requests for information and documentation, and comply with outcomes as required under the applicable CGA framework.
7.2 The Operator is also expected to include Resolvo's ADR clause and related requirements in its own player-facing terms and conditions, and to update those terms where necessary after notice from Resolvo.
Article 8
Confidentiality, Transparency and Monitoring
8.1 ADR proceedings are handled confidentially, subject to disclosure obligations arising under law, regulation, or CGA oversight requirements.
8.2 Resolvo maintains confidential records of disputes for at least five years from case closure.
8.3 Resolvo cooperates with CGA monitoring, including reviews, visits, and the production of case files where required.
8.4 Where appropriate and permitted, Resolvo may publish anonymised summaries of outcomes or indicate whether publication of a case outcome is allowed and under what conditions.
Article 9
Limits of the ADR Role
9.1 Resolvo provides ADR services and does not act as a court or as a regulatory enforcement authority.
9.2 ADR does not replace judicial remedies, and players may seek judicial recourse after ADR proceedings, subject to any binding and enforceable contractual arrangements to the extent permitted by law.
9.3 Where a player believes that an Operator has breached applicable regulation, the player may also contact the Curaçao Gaming Authority separately.
Article 10
Contact
10.1 For questions regarding Resolvo's regulatory status, compliance framework, or ADR procedures, please contact: