How to File a Complaint with Curacao Antillephone (N.V. 8048/JAZ)
Curacao Antillephone N.V. motto (of course just kidding, though it would fit them perfectly well): “You can’t just file a complaint to us. You have to deserve it by doing research. But if you have found our contact info, then we are the only one license operator in Curacao, which will take it seriously”.
Against which casinos you can file a complaint to Curacao Antillephone N.V.
It can be done exclusively against online casinos licensed by Curacao Antillephone N.V.. It is a very predictable thing to have, because Curacao Antillephone N.V. has authority only upon casinos that have got its gambling licenses.
Important. Do not confuse Curacao Antillephone N.V. with Curacao E-gaming. These two are separate license operators, though they are both endorsed by the Curacao government (Curacao gambling licenses are different). So to speak, Curacao Antillephone N.V. has no authority upon online casinos licensed by Curacao E-gaming and vice versa.
Also, please keep in mind, if you have any disputes with any online casino listed on my website here (most of them are licensed by Curacao Antillephone N.V., though some of them by Curacao E-gaming), feel free to submit a complaint here (registration is required). I am in touch with their managers and would be more than happy to help. It can spare you a lot of time and effort (again, as some of you guys are getting me wrong, I can only help with the casinos listed on my website, but your complaint will be published on my website anyway).
In order to file a complaint to Curacao Antillephone N.V., you have to follow some pre-complaint procedure before (otherwise, they won’t investigate the case). As any other info regarding players’ disputes, it was quite a quest to find it. Finally, I have managed to discover the info on their license validator webpage, which says:
"Antillephone should only be contacted by players when they believe an Оperator is in breach of their license. All disputes with an Оperator about a payout, a blocked account, a delay, broken features and so on, should first be taken up directly with the Оperator. If no resolution is found there are number of independent bodies you can contact, which should be listed on the Оperator website."
Here they are basically telling you that you must take this action before filing a complaint to Curacao Antillephone N.V.: a casino player must try to resolve the issue with an online casino first. What is very important, Curacao Antillephone N.V. requires you to save all communications with a casino’s support (in case with live chat, you need to take screenshots and save them as images, as many as needed)
Also, they imply that you CAN (not must) try to resolve your problem with “independent bodies”. I would say, most of the so-called “independent bodies” are nothing but crooks on online casinos’ payrolls (especially when there are thousands of online casinos on the website, because, come on, they can not be all legit). Hence, I would not waste my time on them.
Moreover, I have actually contacted [email protected] (I guess it is a department in charge of issuing licenses) to find out where the hell should I file a complaint. They responded in 6 hours which is very nice of them (thank you guys), provided me with the email for complaints and basically confirmed that I must only present them proof that I have contacted an online casino with the problem first (no mention of “independent bodies”, for God’s sake).
Here what they had to say:
With all that being said, let’s discuss in detail how to file a complaint to Curacao Antillephone N.V. by email, and then cover up some alternative methods as well.
1st Method (reliable): Filing a complaint by email
Email box for players’ complaints in Curacao Antillephone N.V.: [email protected]
What must your complaint include? Well, there is no info pertaining to this matter on the official website (what a surprise). However, common sense tells me the following:
1) Your personal information:
name (your first name, your last name and the middle name if you have it)
your country of residence
2) Complaint body must include:
casino name (to mention its license number would be even better)
your login (username) and email in an online casino (with which you had registered the account)
then describe what has happened as thoroughly as possible (including sum of money you are challenging)
3) Attach to the email files (screenshot images or email correspondence) that prove you have already tried to resolve the problem with the casino.
That’s it. Now just wait for a response that is not supposed to take much time.
2nd Method (alternative): Contact the license operator on the phone (or Skype)
Phone or Skype is an alternative communication channel, and it is recommended only in addition to email. Why? Because as it was mentioned in the previous chapter, you have to prove that you have already tried to resolve the issue with the casino anyway (pin screenshot images to your email message). Obviously it can not be done on the phone or Skype.
However, phone and Skype can also be useful if, let’s say, you need to clarify some details, and it is unreasonable to wait for an email response regarding such tiny matters.
Skype: Go to Curacao Antillephone N.V. website (https://www.gaminglicensing.com/contacts/) and simply click on either of Skype icons on their contact webpage as it shown on the picture below (Skype desktop application and an account with Skype is required).
You are going to be redirected to the Skype desktop app, and then just press the “call” button.
Conclusion: Is it worth your time and effort?
As I have mentioned earlier, Curacao Antillephone N.V. stands out among other Curacao license operators in terms of how seriously they take casino players’ complaints. Hence, if you feel like you were treated unfairly by an online casino, then I would suggest filing a complaint to them, for sure.
Also, filing a complaint to Curacao Antillephone N.V. is a very reasonable move from the legal standpoint. It can help in a big way if you were not satisfied with Curacao Antillephone N.V. decision on your case and have decided to bring the issue to the local courthouse.
Moreover, from my own experience, online casinos tend to become “more agreeable”, I would say, when there is an open investigation against them running by the gambling commission's officials.
The last tip. Save all correspondence very carefully (with the casino, with Curacao Antillephone N.V., with whoever). Even the tiniest detail could become crucial in your case (for example, you can unexpectedly catch the casino in a lie, when they are guilty). Not to mention, that you are obliged by the rules to save interaction with an online casino, at the very least.
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