Ask the Casino Guru team (side 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.

God dag

CGA har instrueret sine licenserede B2C-operatører i at udpege en ADR-medarbejder (Authorized Dispute Resolution) og inkludere den i deres vilkår og betingelser senest i juni 2026. Dette er et licenskrav for alle CGA-licenserede casinoer i henhold til LOK (Local Banking Regulations). I øjeblikket er der seks CGA-certificerede ADR-medarbejdere og fire mere i testfasen. Spillere har den ubestridelige ret til at kontakte ADR, hvis der ikke kan opnås en løsning mellem spilleren og casinoet inden for fire eller otte uger (efter en berettiget forlængelse af klagebehandlingstiden).

Mit spørgsmål: Har CasinoGuru en liste over ADR'er (administrative repræsentanter), som spillere kan kontakte? Har CasinoGuru anmodet om og modtaget disse oplysninger fra CGA (Central Gaming Authority)? Jeg tror, ​​at dette vil løse mange problemer i fremtiden og hjælpe mange spillere.

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."

Jeg har nu anmodet om en udbetaling på €499 tre gange. Jeg indbetalte med paysafecard og ville også hæve med paysafecard, men mine udbetalinger er blevet afvist tre gange. Jeg beder om hjælp, fordi jeg ikke ved, hvad jeg ellers skal gøre, udover at konsultere en advokat og tage retslige skridt. Jeg kontaktede casinoet flere gange via e-mail, og de gav en ukendt årsag. Anden gang hævdede de, at udbetalingen blev afvist af paysafecard, hvilket ikke er sandt. Da jeg ikke kan se nogen anden måde at løse problemet på, vil jeg sandsynligvis konsultere en advokat og anlægge sag for at kræve erstatning.

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?

Hej, jeg har indgivet en klage over casinoet betcoin.ag. Hvornår bliver den behandlet?

Tak og hav en god dag, Valicz

Hej, din klage handlede om sportsvæddemål, som vi ikke håndterer, så den blev afvist.

Hvis det hjælper, er her nogle links, der måske kan hjælpe, og hvor du kan indgive en klage.

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/

Ved du, om det er lovligt for en spilleautomathal at foretage udbetalinger via POS, så spillerne kan fortsætte med at spille?

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.

Hej, kan du se den tråd jeg oprettede?

Hello!

I``m asking how long I have to wait for Madre``s deccision,since it``s been over 9 month``s,

and the casino I comblaint about hasn```````t even responded to them?

it``s been over a year since my win.Casino support stopped communicating at the beginning of October.2025.

Best Regards.Endor.Finland.

Hej,

Jeg vil gerne indgive en klage, men jeg kan ikke finde casinoet på jeres hjemmeside. Hvad kan jeg gøre?

LG

Jeg har brug for hjælp til at hæve mig fra Playuzu.

Hi Casino Guru,

I am needing advice please on if my concern is valid and what I can possibly do about it or if my concern is just down to hard luck.

With out naming the specific casino, I have been with a certain casino and got offered VIP status after approx 1 week which also covers the sister sites within the network

, my concern is should it be normal to not receive as many promotions or onsite bonus feature offers that are stated are available for regular players since recieving so called VIP status. But also not really recieving all the perks I should be entitled to as a so called "VIP"

I haven't played at the casino previously long enough to confirm this is the exact case however it's starting to become relevant lately it feels like non VIP players seem to be eligible for a lot more ..

with VIP players being palmed off to VIP managers specifically it's tedious having to request any sort of bonus and even getting turned down from time to time due to there not being room to add a cash bonus for example.

I often have to request any such reload bonus, the cash bonuses have decreased dramatically in value since first was promoted to VIP despite the continuous deposit and playthrough and it feels like less of a privilege to being a VIP then not ..

So I would just like some feedback on this please that would be very helpful to the situation 🙂

To sum it up everything on the sites account page doesn't feel like it rings true and misleading because I can confirm that the availability of so called offers that are stated definitely doesn't ring true, I want to know if there's something I'm missing here with this casinos offers and VIP player perks or if I am being blind sided.

Thank you

It's quite a difficult question. I can see that you haven't received a response from them for an extremely long time, so I might ask whether you've sent them multiple emails or just one and are still waiting for a reply.

I definitely wouldn't recommend bombarding MADRE with messages, but I know that when it comes to a licensing authority or an ADR, they can sometimes take their time responding. However, for it to take a year, I don't think that's normal, and I wouldn't expect a response to take that long.

So I can't tell you exactly how long it should take, but I don't think this is standard. Maybe I would try contacting them again to follow up, or perhaps look for more information from other players who have already contacted MADRE about similar cases.

Hi, if you cannot find the casino on our website, you can still open a complaint. When filling out the complaint form, you can select "I do not know a casino" under the casino section, or you can select any casino that is available and then explain in the description which casino you are having an issue with. Our team can then correct it.

You can also tell me which casino you are referring to. It is possible that we already have it in our database, but you cannot see it as a player due to regulatory restrictions.

So feel free to let me know which casino it is.

Hej Jaroslav,

Dette er VIPHive Casino.

Jeg har nu indgivet klagen. Tak.

Hello,

It looks like your main concern is more about bonuses and your VIP status, rather than an actual problem. I would say this is not something I come across very often, if at all.

Generally, the purpose of a VIP status should be to provide some kind of overall improvement compared to being a regular player. This could potentially include more frequent or larger bonuses, among other benefits. Of course, VIP status does not necessarily mean that everything will revolve around bonuses, but you would normally expect some additional perks.

I am not entirely sure what determines how many bonuses a casino offers to VIP players. It could depend on things like your gameplay, how much you deposit or wager, how long you have been playing, and so on.

At the same time, casinos are generally not obligated to offer bonuses, and they may not have to explain or justify why they are offering certain bonuses to some players and not to others. So even if you have VIP status, it does not necessarily guarantee that you will receive significantly more bonuses than a regular player.

However, if the casino clearly states what benefits or perks a player should receive at a particular VIP level, and you are not receiving many of those benefits, I would definitely contact the casino and ask why. If those perks are explicitly promised somewhere, I would also consider asking the casino to honour them.

If you genuinely feel that regular players are getting more opportunities and better bonuses than VIP players, I might even consider whether keeping the VIP status makes sense for you. If the VIP status does not provide any meaningful benefits in your case, perhaps there is no real advantage to remaining a VIP player.