Curacao - any experiences of player complaints?

ThePOGG

Meister Member
webmeister
Hey everyone,

I personally have no experience dealing with Curacao when it comes to player complaints and given their apparent reputation as one of the weaker regulators, what I was looking to find out if anyone here has any direct experience of their complaints procedure? They have been unresponsive to a couple of information requests and would be interested to hear from anyone who has tried to pursue a complaint against a casino through them.

Thanks in advance.

ThePOGG
 

Westland Bowl

Tin Foil Hat Club Member
PABnonaccred
CAG
It was 5 years ago but the Curacao gambling licensing authorities were like old toothless pussycats in the Heroes Casino fiasco. They just stall and stall, leaving you hanging for weeks on end. Maybe they are actually based in Israel. :D
 

jetset

RIP Brian
CAG
I did not have a positive experience in several cases when I was trying to assist players with problems at Curacao-listed online casinos; it was frustrating because they simply ignored attempts to interact with them. I haven't had any recent experience, however, so they may have improved.
 

maxd

Complaints (PAB) Manager
Staff member
I did not have a positive experience in several cases when I was trying to assist players with problems at Curacao-listed online casinos; it was frustrating because they simply ignored attempts to interact with them. I haven't had any recent experience, however, so they may have improved.
My story is the same.

Then: talking to them was just pissing into the void. They never responded and they never did a blessed thing about the issues reported.

Now: no recent experience but what I hear from players who've tried is that things haven't changed much.
 

ThePOGG

Meister Member
webmeister
I have to say that's pretty much exactly what I expected.

At the current time I am aware of no players who have successfully had a complaint resolved by Curacao. In fact I'm not aware of any players who've even received a response! As such I think I'm going to mark their license up as of similar quality to Costa Rica. They may have gone to the length of having a website built up, but if they don't respond to complaints they're just as useless.
 

maxd

Complaints (PAB) Manager
Staff member
From the player issues side of things, yeah, not much to recommend them over Costa Rica. Or Malta for that matter. I'd say their licencees are generally a notch or two better but if a player can't get something resolved it's all the same to them.
 

ThePOGG

Meister Member
webmeister
From the player issues side of things, yeah, not much to recommend them over Costa Rica. Or Malta for that matter. I'd say their licencees are generally a notch or two better but if a player can't get something resolved it's all the same to them.
I agree with that - I'm working on an idea for a license rating system that's going to build in the proportion of properties that I list that I am comfortable sending traffic to (given that over 50% of the sites I currently have reviews for I list as 'Not Recommended') alongside responsiveness. Given the general lack of transparency that regulators show and how difficult it is to get any information, I feel that judging them by the behaviour of their licensees is about the only logical way to go.

Regarding the LGA - I've at least managed to get them to respond the few times I've had reason to contact them and do know of a couple of players that have had success with them in the past. They're far from perfect, but that much is significant in comparison.
 

jetset

RIP Brian
CAG
I'm seeing a lot of hot air from the LGA since Portanier departed as CEO and the hot seat was taken over by Joseph Cuschieri - lots of blurb about looking after the players and their deposits blah blah blah.

Forgive my cynicism, but these are all platitudes we've seen before, so I'll withhold judgement until I see some concrete examples of the new player-friendly approach.
 

ThePOGG

Meister Member
webmeister
I'm seeing a lot of hot air from the LGA since Portanier departed as CEO and the hot seat was taken over by Joseph Cuschieri - lots of blurb about looking after the players and their deposits blah blah blah.

Forgive my cynicism, but these are all platitudes we've seen before, so I'll withhold judgement until I see some concrete examples of the new player-friendly approach.
I'm not saying that they are what I want as a regulator, simply that I've had greater success - as apparently have you - in getting any communication out of the LGA at all when compared to Curacao. Given that I can't find any examples of Curacao actually helping players, whereas I can find some for the LGA, one has to be considered better than the other, even if neither meets a satisfactory standard ;)
 

ThePOGG

Meister Member
webmeister
Given that I opened this thread I felt it's only fair and prudent to give an update.

I've recently had reason to contact one of the licensing authorities in Curacao and can say that they were both responsive and effective at resolving the player issue that I was assisting with. This was a payment delay that had run on for the best part of a year, so there weren't any real complexities to the case, but after speaking with the authority the issue was resolved in a reasonably prompt fashion.
 

Panasony

Newbie member
Given that I opened this thread I felt it's only fair and prudent to give an update.

I've recently had reason to contact one of the licensing authorities in Curacao and can say that they were both responsive and effective at resolving the player issue that I was assisting with. This was a payment delay that had run on for the best part of a year, so there weren't any real complexities to the case, but after speaking with the authority the issue was resolved in a reasonably prompt fashion.
ThePOGG,

Is there any chance you would be able to share contact information or way of approach?

I have tried to reach Curacao eGaming and Curacao Ministry of Justice with absolutely no success for 4 months, regarding a £15,000+ no-pay in a well-documented (video-recordings from gameplay etc.) case of no complexity.

No response from any email address being possible to trace from public web searches..

Caribbean Financial Action Task Force (CFATF) and Financial Action Task Force (FATF) are currently my last hopes now from what people recommend on the gambling forums in the past.
 

Casinomeister

Forum Cheermeister
Staff member
ThePOGG,

Is there any chance you would be able to share contact information or way of approach?

I have tried to reach Curacao eGaming and Curacao Ministry of Justice with absolutely no success for 4 months, regarding a £15,000+ no-pay in a well-documented (video-recordings from gameplay etc.) case of no complexity.

No response from any email address being possible to trace from public web searches..

Caribbean Financial Action Task Force (CFATF) and Financial Action Task Force (FATF) are currently my last hopes now from what people recommend on the gambling forums in the past.
Curacao has turned into a black hole at the moment. Curacao eGaming has become complacent with dodgy casino operations that have been caught using pirated software. More information here: Curaçao - Curaçao eGaming
 

ThePOGG

Meister Member
webmeister
ThePOGG,

Is there any chance you would be able to share contact information or way of approach?

I have tried to reach Curacao eGaming and Curacao Ministry of Justice with absolutely no success for 4 months, regarding a £15,000+ no-pay in a well-documented (video-recordings from gameplay etc.) case of no complexity.

No response from any email address being possible to trace from public web searches..

Caribbean Financial Action Task Force (CFATF) and Financial Action Task Force (FATF) are currently my last hopes now from what people recommend on the gambling forums in the past.
I have a policy of never releasing personal information/contact details without the individual's express permission to do so, so in short no I won't share. I don't mean that to sound nearly as harsh as it does.

Even if I did though, it's not going to be of any use to you. Curacao have a least 4 Master License holders. Curacao eGaming are one of those Master License holders. I've had success with eMoore and Gaming Curacao - though I suspect that those two may be the same group anyway. Other than that, CM's entirely right and Curacao is a blackhole sucking in rogues and spitting out ripped of players. I have never successfully evoked a response from Curacao eGaming and have only ever seen one player receive a response from them and that response was simply a regurgitation of a statement from the operator.

If you want to contact me directly I'll be happy to review the issue and publish something as I feel more information about these cases needs to get more exposure, but I'll say from the outset I have little hope of success. CM if you feel this falls under the heading of "ambulance chasing" I completely understand and feel free to delete the paragraph and I'll retract this offer.

TP
 

Panasony

Newbie member
I have a policy of never releasing personal information/contact details without the individual's express permission to do so, so in short no I won't share. I don't mean that to sound nearly as harsh as it does.

Even if I did though, it's not going to be of any use to you. Curacao have a least 4 Master License holders. Curacao eGaming are one of those Master License holders. I've had success with eMoore and Gaming Curacao - though I suspect that those two may be the same group anyway. Other than that, CM's entirely right and Curacao is a blackhole sucking in rogues and spitting out ripped of players. I have never successfully evoked a response from Curacao eGaming and have only ever seen one player receive a response from them and that response was simply a regurgitation of a statement from the operator.

If you want to contact me directly I'll be happy to review the issue and publish something as I feel more information about these cases needs to get more exposure, but I'll say from the outset I have little hope of success. CM if you feel this falls under the heading of "ambulance chasing" I completely understand and feel free to delete the paragraph and I'll retract this offer.

TP
That does not at all sound harsh, I totally understand you need to keep such information private in order to be able to deal with these institutions on a long term perspective.

Thank you for your invitation to have a look on the issue. Unless the unlikely chance that it settles out of the blue, I will rather make public an in-depth report on this forum later this year about the "casino group" I am dealing with. Countless of hours with research have lead me to the the shocking fact that the individuals behind are convicted of industry fraud in the past. As a minor part of their operations holds a MGA license, and I have indications parts of their business is run from Malta, I am heading down there in a not so distant future to collect more details and proof on how criminals can keep ripping off people worldwide, years in and years out. It be will be a huge relief to expose my documentation to the online gambling community. (I will get in touch with you prior to this, Bryan).
 
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