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Step 0 of 7
Readiness 0/21
Step 0: Licence jurisdiction

First, your licence

Where you are regulated decides which ADR rules bite hardest. Offshore, hybrid, or EU-facing: each tier carries different obligations. Let's pin yours down.

Where is your operation licensed?

And where do most of your players actually sit?

A hybrid offshore position

Players in stricter markets carry mixed expectations. The cleaner your dispute setup, the less friction at renewal.

Step 1: Complaint scope

Is this even an ADR matter?

Not every complaint belongs with a dispute body. Two scenarios, two judgement calls. Back your instinct.

Scenario A: the blocked withdrawal

A Curaçao-licensed brand freezes a withdrawal over a failed KYC check. The player wants it escalated. Does this need a formal ADR body?

Yes, ADR scope
No, handle internally
Scenario B: the rude agent

A player complains that a support agent was short with them. No money in dispute, just tone. Does this need a formal ADR body?

Yes, ADR scope
No, handle internally
Step 2: Curaçao criteria

Curaçao's new rulebook

The modern LOK framework wants proof, not promises. Tick off what you already run and watch your coverage fill in.

Step 4: Complaint flow

Where the complaint goes next

Your internal review is exhausted. The path you pick next decides how transparent you look to any auditor.

Your internal review is exhausted and the player still is not satisfied. What happens now?

Step 5: Renewal file

Build the renewal file

Three documents, three folders. Get each one home and your renewal file is half built.

The Curacao Gaming Authority extended the local-staffing enforcement deadline to 1 April 2027, according to a recent industry update.

Drag each file into the right folder. On a phone, tap a file then tap its folder.

3 files left to sort

ADR_Agreement.pdf
Resolution_Times.csv
Footer_Screenshot.jpg
Signed agreements
Drop file here
Resolution metrics
Drop file here
Player-facing evidence
Drop file here
Step 6: Risk profile

Stress test your risk

Slide the dials and watch your risk profile move. The two numbers regulators care about most: volume and speed.

Storm zone

High escalation plus slow resolution. The combination most likely to draw a closer look.

Ticking clock

Manageable volumes, but resolution drags. Time is the lever to pull.

Clear skies

Low volumes, fast resolution. The profile every renewal wants to see.

Steady ground

Balanced volumes within sensible timeframes. Comfortably inside expectations.

Your ADR readiness, scored

0 / 21

Tallying your answers.

Want it written up?

Pop your email in and we will send a tidy PDF of your results, with gaps and next steps laid out plainly.

Fresh tracks

Latest from the iGaming - Anjouan Compliance trail

    The facts that matter
    • The European Commission's online dispute resolution platform has been wound down, so any footer still pointing players to it sends them to a closed door. (European Commission)
    • The Curacao Gaming Authority's modern framework expects operators to bind to an independent dispute body with a working public route, not just a clause buried in the terms. (Focus Gaming News)
    • For Malta-facing operations, complaint pathway clarity and time-to-resolution are recurring themes in licensing reviews. (Mondaq gambling guide)
    Quick answer An offshore casino passes ADR renewal when it can prove three things: a binding agreement with an approved, independent dispute body, a complaints route players can actually find and use, and a clean record of how fast complaints get resolved. This seven-step check scores your readiness out of 21 and shows exactly where the gaps sit.

    The short version

    • Money and contract disputes need an ADR body. Pure service grumbles do not.
    • Curacao now expects a real, documented dispute setup, not just a line in your terms.
    • An outdated EU ODR link in your footer is a quiet red flag to any auditor.
    • Fast resolution times and proportionate escalation volumes keep your profile clean.
    Sources
    Keep reading

    Read more on this topic

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