In the Online gaming application form has a different contact person and information than that of the portal administrator. Kindly change to the appointed contact person and resubmit the form.

<div>In the Online gaming application form has a different contact person and information than that of the portal administrator.</div><div>Kindly change to the appointed contact person and resubmit the form.</div>

The form is missing the Company Tax ID Number. Kindly fill the Company Tax ID Number and resubmit the form.

<div>The form is missing the Company Tax ID Number.</div><div>Kindly fill the Company Tax ID Number and resubmit the form.</div>

The enclosed document, company structure diagram is missing the Directors Signature.

Kindly sign and resubmit.

Page 9: The Personal History Disclosure Form is missing the digital signature of Mr. Angus Ryals. Kindly sign and resubmit the form.

<div>Page 9: The Personal History Disclosure Form is missing the digital signature of Mr. Angus Ryals.</div><div>Kindly sign and resubmit the form.</div>

The enclosed criminal record document is expired (3 Jul 2023). Kindly resubmit a valid/recent (within last six months) criminal record document.

<div>The enclosed criminal record document is expired (3 Jul 2023).</div><div>Kindly resubmit a valid/recent (within last six months) criminal record document.</div>

The enclosed bank reference letter is expired. Kindly resubmit a valid/recent (within last six months) bank reference letter or bank statement.

<div>The enclosed bank reference letter is expired.</div><div>Kindly resubmit a valid/recent (within last six months) bank reference letter or bank statement.</div>

The enclosed proof of address document is not in the name of Mr. Angus Ryals and also expired. Kindly resubmit a recent/valid (within last six months) proof of address document or bank statement in the name of Mr. Angus Ryals. .

<div>The enclosed proof of address document is not in the name of Mr. Angus Ryals and also expired.</div><div>Kindly resubmit a recent/valid (within last six months) proof of address document or bank statement in the name of Mr. Angus Ryals.  .</div>

The Personal History Disclosure Form and Enclosures of Corvin Nagtegaal is missing.

Kindly submit the Personal History Disclosure Form and Enclosures of Corvin Nagtegaal.

The Personal History Disclosure Form of Ms. Lorenza Godett is missing. Kindly submit the requested document.

<div>The Personal History Disclosure Form of Ms. Lorenza Godett is missing.</div><div>Kindly submit the  requested document. </div>

Please submit a utility bill that reflects your residential address. The proof of address must be no more than 6 months old. Please upload an updated one.

Please submit a utility bill that reflects your residential address. The proof of address must be no more than 6 months old.

Kindly submit a criminal record that is more recent than the one that was provided.

<p class="MsoNoSpacing">Kindly submit a criminal record that is more recent than the one that was provided and reflects the residential address.</p>

SOW is not valid. Please submit a SOW along with certified supporting evidence in order to support the business.

<p class="MsoNormal">SOW is not valid. Please submit a SOW along with certified supporting evidence in order to support the business.</p><p class="MsoNormal">Please provide more evidence of your SOW in relation to what was declared in the PHDF.</p>

The reference letter is not valid. Please submit a reference letter from a financial institution dated within the last six months confirming that the person is a valid customer.

The reference letter is not valid. Please submit a reference letter from a financial institution dated within the last six months confirming that the person is a valid customer.

Corporate structure is unsigned by director. Resubmit signed

Corporate structure is unsigned by director. Resubmit signed

Submit FS for year ending 2023, as well as signed financials in whatever form which are not older than 6 months

Submit FS for year ending 2023, as well as signed financials in whatever form which are not older than 6 months

Appoint a CO fluent in AML and submit their PHDF, together with relevant enclosures, as well as a Letter of engagement and CV . No SOW required

Appoint a CO fluent in AML and submit their PHDF, together with relevant enclosures, as well as a Letter of engagement and CV . No SOW required

Submit recent certified documentation which show how the business is funded and by whom, including documents which show funds owned by the company through cashflow or other means

Submit recent certified documentation which show how the business is funded and by whom, including documents which show funds owned by the company through cashflow or other means.

Local representatives are to indicate their position as executive directors

Local representatives are to indicate their position on the portal as executive directors.

The AML policy must adhere to Curacao AML laws. Please submit.

The AML policy must adhere to Curacao AML laws. Please submit.

The registration form does not require the player's DOB. This information must be collected at the latest prior to the first deposit. Kindly amend.

The registration form does not require the player's DOB. This information must be collected at the latest prior to the first deposit. Kindly amend.

Although the registered domain appears to implement geo-blocking, the prohibited jurisdictions list available in the T&Cs does not include Curacao or the Netherlands. Players residing in Curacao, the Netherlands (and any country forming part of the kingdom of the Netherlands), USA, UN sanctioned countries and FATF blacklisted countries must not be allowed to register. Kindly amend.

Although the registered domain appears to implement geo-blocking, the prohibited jurisdictions list available in the T&Cs does not include Curacao or the Netherlands. Players residing in Curacao, the Netherlands (and any country forming part of the kingdom of the Netherlands), USA, UN sanctioned countries and FATF blacklisted countries must not be allowed to register. Kindly amend.

Check document.Inspect all pages to ensure that there are no blank pages The applications must be filled in digitally. No forms shall be accepted where the customer has completed any section of the form handwritten. Check the forms and make sure there are no ink marks or handwritten notes.

The Personal History Disclosure form is not the official form supplied by CGA. Kindly download the appropriate form, refill digital and resubmit.

Check document. Make sure that this is filled and the same as that shown on the portal

The personal application number is missing or has an incorrect application number. Kindly resubmit the forms with the correct application number.

Check document. The application date must be filled and within six month`s of today`s date.

The application date is missing or has an incorrect application date. Kindly resubmit the forms with the correct application date.

Check if information matches the passport.

The applicant`s first name is incorrect or does not match.Kindly resubmit the form with the correct first name.

Check if information matches the passport.

The applicant`s last name is incorrect or does not match.Kindly resubmit the form with the correct lasr=t name.

Check if information matches the passport.

The Date of birth (DOB) of the applicant is missing or incorrect. Kindly resubmit the forms with the correct DoB.

Check if applicant has submitted certified proof of previous names.

Kindly provide certified proof of name change documents.

Must not be blank.

The response to Question 11 is missing. Kindly complete Question 11 and resubmit the form.

Must not be blank. personal email address

The response to Question 12 is missing. Kindly complete Question 12 and resubmit the form.

Must not be blank. Email address

The response to Question 13 is missing. Kindly complete Question 13 and resubmit the form.

Must not be blank. Mobile number

The response to Question 14 is missing. Kindly complete Question 14 and resubmit the form.

Check if matches the passport. Place of Birth must not be blank.

The response to Question 15 is missing. Kindly complete Question 15 and resubmit the form.

Must not be blank and check if matches the passport. Passport number must not be blank.

The response to Question 16 is missing. Kindly complete Question 16 and resubmit the form.

Check if matches the passport. Country of Issue must not be blank.

The response to Question 17 is missing. Kindly complete Question 17 and resubmit the form.

Check if matches the passport. Date of Issue must not be blank.

The response to Question 18 is missing. Kindly complete Question 18 and resubmit the form.

Check if matches the passport. Date of Expiry must not be blank.

The response to Question 19 is missing. Kindly complete Question 19 and resubmit the form.

Check if matches the passport. Nationality/ Citizenship

The response to Question 20 is missing. Kindly complete Question 20 and resubmit the form.

Must be filled. If the Local Executive Director(official representative) is selected the name of the local service provider must be filled in. If other Key Function Holder is selected, then the function must be filled.

The name of the local service provider or the function of the person in the company is missing. Kindly fill in and resubmit the form.

If question 28 is filled then question 28.1. must be filled.

The response to question 28.1 is missing. Kindly fill in and resubmit.

Must be filled.

The response to question 30 is missing. Kindly fill in and resubmit.

Must be filled.

The response to question 31 is missing. Kindly fill in and resubmit.

They must provide evidence of present employment.

The proof for question 34 and 39 is missing. Kindly upload in the section of extra documentation.

Must be filled.

The response for question 41 and or 42 is missing. Kindly fill in and resubmit.

Must be filled. At least one must be selected, if 43.11 is selected then other Income must be filled.

The response to question 43 is missing. (if applies 43.11 must be filled) Kindly fill in and resubmit the form.

If yes is selected, 44.1. must be filled.

The response to 44.1. is missing. Kindly fill in and resubmit the form.

The document must contain the name and surname and digital signature of the person that filled the form on Page 9.

The DECLARATION AND DATA PRIVACY is missing the name and/or is not digitally signed. Kindly fill in the name and/or surname /sign and resubmit the form.

Check date and make sure the passport is not expired.Make sure that persons photo is clear and recognizable.

The enclosed passport document is expired or unclear. Kindly resubmit a valid passport with a clear picture and certified.

Check the document and make sure it is in english language or if translated from another language, the translated document, must be certified. Check date and make sure the certificate is not expired (not older than 6 months). It must be submitted for every jurisdiction whereby the applicant resided for more than six months in the last two years.

The enclosed criminal record document is expired and/or not certified and/or not translated into English.Kindly resubmit a valid, certified certificate translated into English.

Check the document and make sure it is in English Language or orginal document with translation. Both have to be certified. (In some cases we accept the Marriage Certificate)

The enclosed document, Certified True Copy of Birth Certificate is missing or not certified or in english language. Kindly resubmit.

Make sure that it is in the applicant name verifying their personal account.Check date and make sure the certificate is not expired (not older than 6 months).

The enclosed reference document is expired or not valid. Kindly resubmit a valid reference letter or bank statement.

Check document. (mandatory for compliance officers)

The letter of appointment/ engagement agreement is missing/incomplete. Kindly resubmit/ submit.

Certified true copies of any Gaming License issued in favor of the applicant in a personal capacity from any jurisdiction ( eg. UK Personal Management License)

The Certified true copies of Gaming License issued in favor of personal capacity is missing/incomplete. Kindly submit.

Check document. (mandatory for compliance officers)

The Source of Wealth must demonstrate the UBO`s financial standing and confirm their ability to operate and support the company.

The Source of Wealth documentation for the Shareholders/UBO was not provided/or is invalid.Kindly resubmit the required documents, including certified bank statements clearly displaying amounts and dividends, tax returns evidencing earnings, or any other certified documentation demonstrating the source of wealth of the UBO,and ensure that all certifications are made as true copies by authorized persons such as legal or accountancy professionals, regulated financial institutions, or other duly empowered authorities within the relevant jurisdiction.

Check document.Inspect all pages to ensure that there are no blank pages The applications must be filled in digitally. No forms shall be accepted where the customer has completed any section of the form handwritten. Check the forms and make sure there are no ink marks or handwritten notes.

The Personal History Disclosure form is not the official form supplied by CGA. Kindly download the appropriate form, refill digital and resubmit.

Check document. Make sure that this is filled and the same as that shown on the portal

The personal application number is missing or has an incorrect application number. Kindly resubmit the forms with the correct application number.

Check document. The application date must be filled and within six month`s of today`s date.

The application date is missing or has an incorrect application date. Kindly resubmit the forms with the correct application date.

Check if information matches the passport.

The applicant`s first name is incorrect or does not match.Kindly resubmit the form with the correct first name.

Check if information matches the passport.

The applicant`s last name is incorrect or does not match.Kindly resubmit the form with the correct lasr=t name.

Check if information matches the passport.

The Date of birth (DOB) of the applicant is missing or incorrect. Kindly resubmit the forms with the correct DoB.

Check if applicant has submitted certified proof of previous names.

Kindly provide certified proof of name change documents.

Must not be blank.

The response to Question 11 is missing. Kindly complete Question 11 and resubmit the form.

Must not be blank. personal email address

The response to Question 12 is missing. Kindly complete Question 12 and resubmit the form.

Must not be blank. Email address

The response to Question 13 is missing. Kindly complete Question 13 and resubmit the form.

Must not be blank. Mobile number

The response to Question 14 is missing. Kindly complete Question 14 and resubmit the form.

Check if matches the passport. Place of Birth must not be blank.

The response to Question 15 is missing. Kindly complete Question 15 and resubmit the form.

Must not be blank and check if matches the passport. Passport number must not be blank.

The response to Question 16 is missing. Kindly complete Question 16 and resubmit the form.

Check if matches the passport. Country of Issue must not be blank.

The response to Question 17 is missing. Kindly complete Question 17 and resubmit the form.

Check if matches the passport. Date of Issue must not be blank.

The response to Question 18 is missing. Kindly complete Question 18 and resubmit the form.

Check if matches the passport. Date of Expiry must not be blank.

The response to Question 19 is missing. Kindly complete Question 19 and resubmit the form.

Check if matches the passport. Nationality/ Citizenship

The response to Question 20 is missing. Kindly complete Question 20 and resubmit the form.

Must be filled. If the Local Executive Director(official representative) is selected the name of the local service provider must be filled in. If other Key Function Holder is selected, then the function must be filled.

The name of the local service provider or the function of the person in the company is missing. Kindly fill in and resubmit the form.

If question 28 is filled then question 28.1. must be filled.

The response to question 28.1 is missing. Kindly fill in and resubmit.

Must be filled.

The response to question 30 is missing. Kindly fill in and resubmit.

Must be filled.

The response to question 31 is missing. Kindly fill in and resubmit.

They must provide evidence of present employment.

The proof for question 34 and 39 is missing. Kindly upload in the section of extra documentation.

Must be filled.

The response for question 41 and or 42 is missing. Kindly fill in and resubmit.

Must be filled. At least one must be selected, if 43.11 is selected then other Income must be filled.

The response to question 43 is missing. (if applies 43.11 must be filled) Kindly fill in and resubmit the form.

If yes is selected, 44.1. must be filled.

The response to 44.1. is missing. Kindly fill in and resubmit the form.

The document must contain the name and surname and digital signature of the person that filled the form on Page 9.

The DECLARATION AND DATA PRIVACY is missing the name and/or is not digitally signed. Kindly fill in the name and/or surname /sign and resubmit the form.

Check date and make sure the passport is not expired.Make sure that persons photo is clear and recognizable.

The enclosed passport document is expired . Kindly resubmit a valid passport with a clear picture and certified.

Check the document and make sure it is in english language or if translated from another language, the translated document, must be certified. Check date and make sure the certificate is not expired (not older than 6 months). It must be submitted for every jurisdiction whereby the applicant resided for more than six months in the last two years.

The enclosed criminal record document is expired and/or not certified and/or not translated into English.Kindly resubmit a valid, certified certificate translated into English.

Make sure that it is in the applicant name verifying their personal account.Check date and make sure the certificate is not expired (not older than 6 months).

The enclosed reference document is not valid. Kindly resubmit a valid reference letter or bank statement.

Check document. (mandatory for compliance officers)

The letter of appointment/ engagement agreement is missing/incomplete. Kindly resubmit/ submit.

Certified true copies of any Gaming License issued in favor of the applicant in a personal capacity from any jurisdiction ( eg. UK Personal Management License)

The Certified true copies of Gaming License issued in favor of personal capacity is missing/incomplete. Kindly submit.

Check document. (mandatory for compliance officers)

ID verification procedure

The RG policy must outline the procedure carried out by the operator to verify the player's age.

Account closure procedure upon the operator becoming aware that the player is a minor post-registration.

The RG policy must outline the procedure for post-registration account closure upon the operator becoming aware that the player is a minor.

Record-keeping

The RG policy must state the operator's record-keeping policy.

Procedure on how the player can contact the operator regarding RG concerns via email or chat

The RG policy must describe the procedure for how the player can contact the operator regarding RG concerns via email or chat.

Must be available in English and target market language

The RG page/policy must be available in English and the site's target market language.

RG policy should include a structured process on flagging potential vulnerable gamblers

The RG policy must include a structured process on flagging potential vulnerable gamblers.

Must have a structured process for responding to indicators of problem gambling

The RG policy must contain a structured process for responding to indicators of problem gambling. The key monitoring factors include: - Deposit and wagering frequency - Repeated failed transactions due to insufficient funds - Reversing withdrawals - A pattern of inexplicable extended play sessions - Unreasonable increased communication with customer support, including requests for bonuses - Frequent changes to RG tools - Players maxing out a credit card - Attempts to open multiple accounts to bypass deposit or loss limits

Establish player profiles to assess risk levels

The RG policy must establish player profiles to assess risk levels

Adopt RBA to determine level of monitoring and intervention

The RG policy must adopt RBA to determine level of monitoring and intervention

Record all RG interactions in PAM system

The RG policy must state that the operators records all RG interactions in the PAM system

Procedure to follow for players identified as vulnerable persons

The RG policy must define the procedure to be followed for players identified as vulnerable persons

Operator must offer players option to activate a cooling-off period

The operator must offer players the option to activate a cooling-off period

Options for cooling-off must include duration and marketing opt-out at minimum

The options for cooling-off may include Duration, brand, vertical and marketing, of which the duration and marketing opt-out are mandatory. Furthermore, the duration must be for a minimum of at least 24 hours

Operator must offer players the option to self-exclude themselves for a duration of at least 1 year

Operator must offer players the option to self-exclude themselves for a duration of at least 1 year

Players must be able to set limits on the total amount they deposit

Players must be able to set limits on the total amount they deposit

Operators must train customer service and Responsible Gaming staff to handle player interaction profesionally and effectively

Training should cover, at least: - Recognizing signs of gambling distress - Conducting sensitive and structured conversations with at-risk players - Directing players to appropriate support resources and RG tools

Operators must not engage in irresponsible advertising

The RG policy must state that the operator must not engage in irresponsible advertising, including: - No targeting of Vulnerable Groups - No portrayal of Gambling as an Investment - No misrepresentation of Skill vs Chance - No Emotional Manipulation - Marketing materials must not feature minors or depict them engaging with gambling content - No explicit content - No encouragement of Unrelated Harmful Behaviours - Bonuses and promotions must be communicated transparently - Operators must not use bonuses to encourage excessive gambling - Operator is responsible for materials provided to affiliates, representatives, sponsorships, ambassadors, social media influencers - Operator must make any contracted third-party aware of their RG policy - All advertising must include a clearly visible RG message or slogan

The operator is advised to remind adults that they should take precautions when sharing devices with minors

The operator is advised to remind adults that they should take precautions when sharing devices with minors, such as safeguarding usernames, passwords and payment details.

Operators may employ automatic or manual pop-up notifications in response to concerning behaviours

Operators may employ automatic or manual pop-up notifications in response to concerning behaviours

When a player exhibits behaviour that reasonably suggests they may be a Vulnerable Player, the operator must initiate direct contact

When a player exhibits behaviour that reasonably suggests they may be a Vulnerable Player, the operator must initiate direct contact

Other limits may be considered including loss limits, time limits or wager limits, in line wth the operator's target player and/or market

Other limits may be considered including loss limits, time limits or wager limits, in line wth the operator's target player and/or market

The policy must state that players may lodge a complaint free of charge at any time up to six months of the settlement of the bet or the incident about which they are making a complaint.

The policy must state that players may lodge a complaint free of charge at any time up to six months of the settlement of the bet or the incident about which they are making a complaint.

The policy must state that in the case of P2P (such as poker) or ante post fixed odds betting the six month clock begins after the bet settlement or conclusion of a specific event rather than the placement of the wager after the bet settlement or conclusion of a specific event rather than the placement of the wager.

The policy must state that in the case of P2P (such as poker) or ante post fixed odds betting the six month clock begins after the bet settlement or conclusion of a specific event rather than the placement of the wager after the bet settlement or conclusion of a specific event rather than the placement of the wager.

The policy must state that in the case of complaints about in-running sports betting, customers must be advised that while they may submit a complaint within six months, prompt action may be necessary if the investigation may depend on data specific to the complaint which — due to the nature of in-running betting.

The policy must state that in the case of complaints about in-running sports betting, customers must be advised that while they may submit a complaint within six months, prompt action may be necessary if the investigation may depend on data specific to the complaint which — due to the nature of in-running betting.

The complaints procedure must state that complaints can only be made by the registered player.

The complaints procedure must state that complaints can only be made by the registered player.

An official Complaint Submission Form must be available to the player. a. This form must be either a downloadable form that can be completed and emailed or otherwise uploaded by the player, and/or a form that is fully completed and submitted online b. The form must include at a minimum the following sections i. Complainant's name, address, and place of residence. ii. Complainant's account number (if applicable) iii. Date of the complaint and date of the disputed event. iv. Description of the conduct being disputed (using a selection of predetermined category topics if/as applicable). c. The form must be available in English and in the language of the website/domain that the player is using. d. The operator may request supporting documentation the player requires to include as part of the complaint. Any additional information or documentation requested by the operator must be a reasonable in the context of complaint resolution.

An official Complaint Submission Form must be available to the player. a. This form must be either a downloadable form that can be completed and emailed or otherwise uploaded by the player, and/or a form that is fully completed and submitted online b. The form must include at a minimum the following sections i. Complainant's name, address, and place of residence. ii. Complainant's account number (if applicable) iii. Date of the complaint and date of the disputed event. iv. Description of the conduct being disputed (using a selection of predetermined category topics if/as applicable). c. The form must be available in English and in the language of the website/domain that the player is using. d. The operator may request supporting documentation the player requires to include as part of the complaint. Any additional information or documentation requested by the operator must be a reasonable in the context of complaint resolution.

The operator must offer an ADR option for the players, subject to the requirements of Clause 5 of the Player Complaints Policy Guidelines.

The operator must offer an ADR option for the players, subject to the requirements of Clause 5 of the Player Complaints Policy Guidelines.

Except if mutually agreed under specific terms of ADR (Clause 5 of the Player Complaints Policy Guideline), the operator must not restrict the rights of the player him/herself to take legal action.

Except if mutually agreed under specific terms of ADR (Clause 5 of the Player Complaints Policy Guideline), the operator must not restrict the rights of the player him/herself to take legal action.

Complaints related to responsible gaming should be prioritized due to potential impacts on player well-being. Complaints should be categorized as related to responsible gaming in any case when it regards targeting of Vulnerable Players, the availability and/or timely implementation of self-exclusion and/or cooling-off and the mandated consequences therein as outlined in the Responsible Gaming policy.

Complaints related to responsible gaming should be prioritized due to potential impacts on player well-being. Complaints should be categorized as related to responsible gaming in any case when it regards targeting of Vulnerable Players, the availability and/or timely implementation of self-exclusion and/or cooling-off and the mandated consequences therein as outlined in the Responsible Gaming policy.

Operators must use best in efforts to resolve these cases within five business days.

Operators must use best in efforts to resolve these cases within five business days.

The policy must state that within two days of receiving a complaint, the operator will: - Confirm receipt of the complaint in writing. - Provide an explanation of how the complaint will be processed. - Provide notice of the average timeline for resolution of such complaints.

The policy must state that within two days of receiving a complaint, the operator will: - Confirm receipt of the complaint in writing. - Provide an explanation of how the complaint will be processed. - Provide notice of the average timeline for resolution of such complaints.

If more time is needed by the operator to make a reasonable and informed decision, players must be informed of the delay, which cannot exceed two weeks. If a delay is due to a lack of or a slow response from the player, the resolution period may be extended by no more than a further two weeks.

If more time is needed by the operator to make a reasonable and informed decision, players must be informed of the delay, which cannot exceed two weeks. If a delay is due to a lack of or a slow response from the player, the resolution period may be extended by no more than a further two weeks.

The operator will assess and respond to complaints within four weeks. If necessary, due to complexity or lack of information, this period may be extended once by an additional four weeks, with prior written notice to the player.

The operator will assess and respond to complaints within four weeks. If necessary, due to complexity or lack of information, this period may be extended once by an additional four weeks, with prior written notice to the player.

The policy must state that within one week of receiving a complaint, the operator will: - Confirm receipt of the complaint in writing. - Provide an explanation of how the complaint will be processed. - Provide notice of the average timeline for resolution of such complaints.

The policy must state that within one week of receiving a complaint, the operator will: - Confirm receipt of the complaint in writing. - Provide an explanation of how the complaint will be processed. - Provide notice of the average timeline for resolution of such complaints.

A player will always receive a final determination of their complaint in writing. The response will either be: 1. A reasoned final assessment of the outcome/resolution of the complaint with supporting evidence if necessary or applicable. 2. Detailed reasons for not handling the complaint. If additional information is reasonably required to address the complaint fully, the operator must have requested this information within the initial four week time period. Should the complainant not provide the necessary within the initial four week time period, the operator may reject the complaint. 3. If the player is unsatisfied with the resolution and makes a further complaint to that effect, the player is informed that they may escalate the matter to an independent ADR entity.

A player will always receive a final determination of their complaint in writing. The response will either be: 1. A reasoned final assessment of the outcome/resolution of the complaint with supporting evidence if necessary or applicable. 2. Detailed reasons for not handling the complaint. If additional information is reasonably required to address the complaint fully, the operator must have requested this information within the initial four week time period. Should the complainant not provide the necessary within the initial four week time period, the operator may reject the complaint. 3. If the player is unsatisfied with the resolution and makes a further complaint to that effect, the player is informed that they may escalate the matter to an independent ADR entity.

If a complaint cannot be resolved internally, the operator must provide players with an independent ADR service, of which the operator will bear all costs.

If a complaint cannot be resolved internally, the operator must provide players with an independent ADR service, of which the operator will bear all costs.

The policy must state that once the ADR process is completed it cannot be recommenced by either the player or the operator with another different ADR entity.

The policy must state that once the ADR process is completed it cannot be recommenced by either the player or the operator with another different ADR entity.

The policy must state that in the event that the player drops out of the ADR process (but it has already begun) the player should not have the right to resurface the dispute in the future.

The policy must state that in the event that the player drops out of the ADR process (but it has already begun) the player should not have the right to resurface the dispute in the future.

Provision of ADR services by the operator is mandatory. If the operator sets ADR parameters in order to prevent abuse (such as whether ADR must be undertaken before a player can initiate legal proceedings, the binding nature of the ADR outcome on the player, or whether there is a minimum claim value required for escalation to ADR), the CGA advises the operator to carefully consider these conditions and seek independent legal advice regarding any applicable civil legislation.

Provision of ADR services by the operator is mandatory. If the operator sets ADR parameters in order to prevent abuse (such as whether ADR must be undertaken before a player can initiate legal proceedings, the binding nature of the ADR outcome on the player, or whether there is a minimum claim value required for escalation to ADR), the CGA advises the operator to carefully consider these conditions and seek independent legal advice regarding any applicable civil legislation.

The policy must state that the operator will submit reports to the CGA on January 15th and June 15th based on complaints submitted to the operator since the previous reporting period by players using the Complaints Submission Form.

The policy must state that the operator will submit reports to the CGA on January 15th and June 15th based on complaints submitted to the operator since the previous reporting period by players using the Complaints Submission Form.

The policy must state that the periodic report will summarise the following: a. Total number of complaints made b. Total number of settled complaints (upheld and rejected) c. Number of pending or unresolved complaints d. Number of complaints by category e. Number referred to ADR f. Number and detail of complaints for which a player has taken legal action

The policy must state that the periodic report will summarise the following: a. Total number of complaints made b. Total number of settled complaints (upheld and rejected) c. Number of pending or unresolved complaints d. Number of complaints by category e. Number referred to ADR f. Number and detail of complaints for which a player has taken legal action

The policy must state that the operator will ensure that records of unresolved complaints and/or complaints that have been escalated to ADR or legal proceedings will be kept for the lesser of five years or the relevant time stipulated by data protection, statute of limitations or other relevant laws or guidelines.

The policy must state that the operator will ensure that records of unresolved complaints and/or complaints that have been escalated to ADR or legal proceedings will be kept for the lesser of five years or the relevant time stipulated by data protection, statute of limitations or other relevant laws or guidelines.

The policy must state that in light of the fact that the CGA reserves the right to request, at any time, access to records of complaints received as well as any disputes that are pending resolution, the operator shall ensure that such records are readily available at all times.

The policy must state that in light of the fact that the CGA reserves the right to request, at any time, access to records of complaints received as well as any disputes that are pending resolution, the operator shall ensure that such records are readily available at all times.

The policy must state that the player has the right to make a complaint regarding any part of their relationship with the operator, or any incident related to their participation in a game of chance. This includes (but is not limited to): 1. Deposit issues 2. Withdrawal issues 3. Bonus terms and conditions 4. Account closures or restrictions 5. Alleged errors or unfairness in game outcomes 6. Responsible gaming issues 7. Treatment of player balances 8. KYC and Verification 9. Data Protection 10. Technical or Software issues 11. AML concerns 12. Issues with minors 13. Fraudulent games 14. Fraudulent practices 15. License or regulation 16. Unfair terms and conditions

The policy must state that the player has the right to make a complaint regarding any part of their relationship with the operator, or any incident related to their participation in a game of chance. This includes (but is not limited to): 1. Deposit issues 2. Withdrawal issues 3. Bonus terms and conditions 4. Account closures or restrictions 5. Alleged errors or unfairness in game outcomes 6. Responsible gaming issues 7. Treatment of player balances 8. KYC and Verification 9. Data Protection 10. Technical or Software issues 11. AML concerns 12. Issues with minors 13. Fraudulent games 14. Fraudulent practices 15. License or regulation 16. Unfair terms and conditions