Rules of Procedure

Resolvo may only open an ADR case if all of the following have been met:
• The complaint has been submitted to the operator and the internal process is completed or a final response has been issued
• The Dispute is not pending before a court or another ADR provider
• The Dispute has not previously been decided by any CGA-certified ADR
• There is no conflict of interest
• The case falls within ADR parameters (no manifestly frivolous or vexatious matters)

Important: Responsible gaming breaches (including self-exclusion admission complaints) must be addressed regardless of claim value — any monetary minimums set by operators do not apply in these cases.

To lodge a Dispute with Resolvo, the player must submit via Resolvo’s online form or e-mail:
• Name and residence
• Account ID at the operator
• Date of original complaint to the operator and operator’s final reply (attach copy)
• Clear description of the disputed conduct and requested outcome
• Supporting documents / evidence
• Declaration that the matter is not before a court or another ADR

Accepted languages: English, French, German, Spanish (and any additional languages published by Resolvo, if applicable).

Resolvo acknowledges receipt within 7 calendar days, stating whether the file is admissible or whether additional information is required.

If requested information is not supplied within the specified time, Resolvo may decline the case.

Upon admissibility, Resolvo informs both parties of case opening and the next procedural steps.

Resolvo conducts an independent, impartial and evidence-based assessment.

Both parties may submit further evidence within deadlines set by Resolvo.
Resolvo may ask targeted questions to elicit relevant facts.

The review applies the relevant regulatory framework:
• LOK
• CGA policies and directives
• Curaçao civil law principles where relevant

Differences in knowledge and power between player and operator are considered and mitigated (player accessibility, plain-language communication).

Complaints relating to Responsible Gaming (including self-exclusion, duty-of-care and related breaches) are handled with priority and full seriousness, irrespective of claim value.

Resolvo will issue a reasoned written outcome within 90 days from referral.

The outcome sets out:
• Findings
• Reasons
• Applicable rules
• Required actions for the parties

Per CGA policy, the outcome is binding on the operator. Whether it is binding on the player depends on the operator’s published ADR parameters.

Resolvo will state in each case whether publication (anonymised or otherwise) is permitted and under what conditions.

Cases are closed upon issuance of the final outcome or upon a procedural decline/withdrawal.

Resolvo maintains confidential records of all Disputes for at least five years.

Resolvo will report and cooperate with the CGA in line with monitoring requirements, including production of files upon request.

Resolvo does not replace judicial remedies. Players retain the right to seek judicial recourse after ADR, unless limited by binding contractual arrangements to the extent enforceable by law.

Resolvo does not mediate regulatory complaints; if a player believes an operator breached regulation, they may contact the Curacao Gaming Authority separately.