Introduction

In 2025, the Curaçao Gaming Authority (CGA) will introduce new mandatory responsible gaming requirements for all licensed operators. From now on, every operator must have a clear Responsible Gaming policy that will guarantee the protection of players and minimize the risks of problem gambling.

To comply with licensing requirements CGA Gambling operators are required to implement the following elements of responsible gaming:

• Checking the player’s age
• Access to responsible gaming information
• Player self-assessment (tests to check the level of gaming behavior)
• Monitoring of player behavior (detection of signs of problematic play)
• Ability to independently set a break in the game or complete self-exclusion
• Deposit limits (so players can control spending)
• Educating employees, partners, marketers, and influencers about responsible gaming
• Principles of responsible advertising and marketing

Next, we will talk in more detail about the innovations and ways of implementing these requirements. 

1. Age verification of players 

According to the new regulation, stricter requirements for verifying the age of players are implemented. The operator must implement mechanisms that prevent access by minors, in particular:

• Confirmation of date of birth;
• Mark “I am over 18 years old” upon registration;
• Verification through third-party services, such as Sumsub, Onfido, Jumio;
• Confirmation of the payment method (for example, using a credit card).

Verification of official documents proving the player’s age, such as a passport, ID card, or driver’s license, is mandatory. If necessary, additional measures may be applied, such as address confirmation, self-verification, or verification through third-party databases.

If the player is found to be a minor, the operator shall block such player’s account and return all deposits made to him, except those that have been frozen under anti-money laundering regulations. The winnings of such a player are canceled. The operator is obliged to explain the reasons for blocking the account.

Operators must keep all records of player age verifications and their results. This data must be available for inspection by the regulator.

2.  Tools of self-control 

Players should be able to set limits on deposits, losses, and playing time and activate temporary or full self-exclusion.

What is meant by this?

Operators are obliged to provide players with the opportunity to independently control their gaming behavior and implement the following points: 

• Self-Exclusion (Self-Exclusion)

Each player has the opportunity to exclude himself from the game for a certain period. The operator must clearly explain:

• How to activate self-exclusion;
• What terms are available (1 year, 3 years, 5 years, 10 years, or for life);
• How self-exclusion helps avoid problem play.

The player must be able to completely complete the self-exclusion process online, without the need for contact with the operator or additional confirmations via email. The procedure should be simple and take no more than 15 minutes.

Once a self-exclusion request is submitted, it must take effect immediately. The operator has no right to refuse, delay the process, or influence the player’s decision

• Cooling-Off Periods

How does it work?

The operator guarantees that this function will be available quickly, conveniently, and without any obstacles. If its implementation requires technical changes to the platform, the operator will provide this service manually until an automatic solution is available.

Players can choose one of the following options: 24 hours, 7 days, 1 month, 3 months

The operator must ensure activation of a Cooling-Off Period by pressing one button on the website – without the need to send an email or receive confirmation from the operator.

The Cooling-Off Period can be applied to all or individual gaming products offered by the operator

What happens after activation?

As soon as the player chooses to pause the game the Operator should explain the difference between Cooling-Off Period and Self-Exclusion. If the player wants, he can immediately go to Self-Exclusion.

After activating the Cooling-Off Period, it should start working immediately. In this way, the operator must ensure that the account is blocked, and the player will not be able to participate in any gambling for the entire selected period.

The player must also be able to additionally protect himself, by opting out of marketing mailings for the duration of the break.

What is the operator NOT allowed to do?

The operator has no right to prevent the player from activating a Cooling-Off Period in the game. This means that the operator cannot ask questions or question the player’s decision, offer reassurance, or persuade them to pause.

What happens after the break?

After the end of the selected period, the player’s account automatically unlocks, and he can return to the game without further action.

• Deposit Limits

Curacao-licensed operators are required to provide players with tools to control their gambling, including setting deposit limits. 

How do limits work?

Each player can independently set a limit on the amount of the deposit for a certain period – a day, a week, or a month. 

• If the player decides to reduce the limit – changes take effect immediately.
• If the player wants to increase the limit, this happens only after a mandatory waiting period (at least 7 days).

Once the limit is reached, it will not be possible to deposit more funds until the period is renewed.

Additional limits

The operator must also offer, among other things, other restrictions, such as:

• Limits on losses – setting the maximum amount of loss.
• Time limits – limit the time spent in the game.
• Betting limits – setting a limit on the amount that can be bet.

Exceptions to limits and exclusions

In some cases, the limits may not be applied immediately, for example:

• A player participates in a poker tournament, and a time limit is set. In this case, the limit will take effect after the tournament is over.
• The player has active bets on events that have not yet taken place (for example, long-term sports bets). The limit will start after the event ends.

• Reality Check (Reality Check)

To help players monitor their game, operators must implement the mechanism Reality Check. These can be:

• Game session timer – is displayed in real-time and always remains visible.
• Reminder about the game – the player can set reminders after certain time intervals. When the reminder is triggered, the game will stop and the player will receive a message with two options – to continue or to end the game.

Message in Reality Check may include:

• Time spent in the game.
• The amount of winnings and losses for this period.

3. Implementation of a system for monitoring the behavior of players 

Operators should analyze transactions, game sessions, frequency of account top-ups, and other factors to identify risky behavior.

Key factors for implementing monitoring:

1. Disproportionate increase in deposits.
2. Cancellation of withdrawal or attempt to bypass limits.
3. Play without interruption for a long time.
4. Frequent appeals to the support service with a request for bonuses.
5. Using multiple payment methods to bypass restrictions.

Operators must use artificial intelligence (AI) and transaction analysis to detect suspicious activities.

If signs of addiction are detected in the player:

The operator is obliged to contact the player and recommend self-monitoring tools to him.

In case of serious signs of problematic gambling, block the account

4. Appointment of Responsible Gaming Officer

For control and management of responsible gaming, the operator is obliged to appoint a responsible person – a Responsible Gaming Officer. For the time being, while a separate specialist has not yet been appointed, he performs this role as Compliance Officer. 

The Responsible Gaming Officer must at least once a 12 months report to management on the effectiveness of the responsible gaming policy, recommend updates and improvements to the policy in accordance with identified issues, report to CGA about any changes to the responsible gaming policy

5. Responsible gambling advertising

Operators operating under a Curaçao license are required to ensure that their advertising complies with the principles of responsible gaming.

Basic requirements for advertising:

✔️ Notice of responsible gaming 

All promotional materials must contain a prominent slogan or message about responsible gaming.

✔️ Offline Advertising 

Regardless of the requirements of the CGA or LOK, any advertising in the media or on other platforms must comply with the ethical standards of the relevant media resource and contain a message about responsible gaming.

✔️ Advertising on the Internet and social networks

Operators should have clear rules to ensure that ads are not targeted at vulnerable groups (minors, people with gambling problems, etc.). All social media advertising must be age-restricted and clearly labeled as content from the gambling operator.

✔️ Direct marketing (email, SMS, push notifications)

All direct marketing campaigns should emphasize responsible gambling. Self-excluded players and users who have set game limits should not receive promotional messages.

✔️ Advertising through affiliate sites (affiliate marketing)

The operator is responsible for ensuring that all its partners adhere to the standards of responsible advertising. This should be spelled out in contracts, with regular compliance checks and sanctions for violations.

✔️ Influencers in social networks

The operator is responsible for all statements and actions of bloggers promoting its brand, regardless of whether the advertisement is paid for or not. Influencers cooperating with the operator must be of legal age and have an audience that does not include vulnerable groups. They should not engage in provocative or questionable content.

✔️ Sponsorship

Sponsorship agreements should not target vulnerable groups, in particular minors. It is forbidden to place the operator’s brand on children’s sports equipment or in places aimed at young people. All sponsorship-related materials must include a responsible gaming message.

Operators must adhere to these standards to ensure an ethical approach to advertising and to prevent the game from involving individuals who may be harmed by it.

6. How can the operator implement the Responsible Gaming Policy on the site?

In order to comply with the regulator’s requirements and provide convenient access to responsible gaming tools, the operator must implement the following elements on its website or mobile application:

1. Update and post your Responsible Gaming Policy on the website 

This can be done by adding a visible link in the top or bottom menu (header/footer). The link must be placed on the pages of registration, personal account, and game rules. The operator must also use tooltips (tooltips) or information blocks in sections where users make deposits or play.

The policy should be accessible in English and in the language of the jurisdiction(s) of operation (for example, in Russian, Spanish, etc.).

2) Integrate responsible gaming tools

• Options in the personal account

The operator must provide players with a direct opportunity to manage their restrictions. 

• Quick access to responsible gaming solutions

Here it is worth the “One-click” button to activate restrictions without the need to contact support and implement reminders about limits and the option of responsible play when making a deposit or during a long session.

3) Contact details and support

The operator must provide information about the operator’s contact, add contact information in the footer of the site and in the “Responsible Gaming” section,  to indicate email or chat support for questions about responsible gambling, provide links to organizations that help problem gamblers (eg GamCare, Gambling Therapy, BeGambleAware).

Implementation example:

• Main page → Footer link: “Responsible Gaming”
• Personal account → “Game control” section with buttons Cooling-Off, Limits, Self-Exclusion
• Deposit page → Contextual hints about limits and responsible play
• Support chat → Separate category “Responsible gaming”

6. How will the above affect operators?

Operators operating under a Curaçao license will have to adapt their processes to the new regulatory requirements. From now on, in order to obtain and maintain a license, you will have to adapt to stricter restrictions, as well as implement new procedures and practices of responsible gaming.

The new requirements concern absolutely all operators: 

• those who already have a license; 

• those who applied before December 24, 2024 (the entry into force of the LOK);

• Those who have submitted or will submit an application for obtaining a license under the new procedure.

Operators are required to implement the requirements of the new policy of responsible gaming 4 months

Therefore, to comply, operators must:

• appoint a Responsible Gaming Officer;
• monitor the behavior of players and take appropriate measures if it turns out to be problematic;
• add technological solutions that will allow players to perform self-assessment and reality check;
• implement a technological solution that will give players the opportunity to take a break from the game for a certain time;
• automate the possibility for the player to self-exclude;
• set limits on deposits and rates;
• conduct comprehensive training of support service personnel;
• until March 31, 2025 update and upload to the CGA portal the updated internal responsible gaming policy, etc.

As you can see, the CGA is introducing more and more stringent requirements, trying to “whiten” the reputation of Curaçao and bring it closer to Malta in terms of trust and popularity. Failure to comply with the requirements will have serious consequences for operators: from fines to loss of license. Complying with all conditions, properly setting up internal processes, and minimizing risks are key aspects to consider in order to avoid sanctions and continue operating under a Curaçao license.

In order to work reliably and smoothly, it is important not only to meet new requirements but also to build processes so that they do not create unnecessary difficulties in daily activities. We will help you understand all the details of the regulation, assess exactly how the changes affect your business, and find the most optimal way of adaptation.