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Glossary · Licences and responsible gambling

Alternative dispute resolution (ADR): definition and example

Recourse to an independent body when a complaint to the casino does not get resolved, without having to go to court.

Definition

ADR (alternative dispute resolution) is provided for by some licensing authorities. The player must first exhaust the casino’s complaints procedure; they can then refer the matter to the body named by the authority.

Example

In September 2025, the Curaçao Gaming Authority published ADR guidelines for disputes with the casinos it authorises.

What to check

Keep a written record of every exchange with customer support: it will be asked for in any complaint.

  • Gambling licence

    Authorisation issued by a regulator (Curaçao, Anjouan, Kahnawake…) that governs a casino’s activity and players’ recourse.

  • Operator

    Company that operates an online casino and holds its licence; a single operator sometimes runs several casinos.

  • KYC (identity verification)

    Check of the player’s identity and address, required by regulation and usually carried out before the first withdrawal.

All glossary terms

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