SOFTSWISS, a global tech provider with over 15 years of iGaming expertise, introduces its Gambling Regulation Directory, a new website section designed to help operators navigate the complex landscape of gambling laws worldwide.

The Gambling Regulation Directory provides a structured overview of the legal status of gambling across multiple countries, both land-based and online. With an interactive regulation table and map (coming soon), operators will gain a clear picture of where gambling is permitted, restricted, or prohibited, and evaluate the opportunities, risks, and compliance requirements for entering or expanding into specific markets.

The country profiles also highlight which activities are allowed or prohibited, outline available information on taxation, fees, and licensing terms, and outline key licence details such as duration and permitted activities. In addition, each profile indicates whether SOFTSWISS products are certified or aligned with local regulations, showing operators where SOFTSWISS solutions are ready for use, and underlining our experience and readiness to support them in these markets.

Practical Value for Industry Stakeholders

• Strategic Planning: A trusted reference point for evaluating opportunities and supporting informed decision-making.
• Efficiency: Centralised, up-to-date regulatory information saves time on research.
• Expert Oversight: SOFTSWISS specialists monitor developments to ensure the Directory reflects the latest licensing and legislative changes.

“At SOFTSWISS, we provide a trusted foundation for launching and growing iGaming brands. With the introduction of the Gambling Regulation Directory, we stay true to our goal of offering advanced solutions and empowering operators with the knowledge and insights they need to grow responsibly and sustainably in highly regulated markets. Building on this commitment, our certified software meets the requirements of multiple national regulators, enabling operators to confidently enter new markets with full compliance,” added Olga Resiga, Chief Business Development Officer at SOFTSWISS.

The iGaming Regulation Directory is an evolving resource. Not all country profiles are available yet, but the SOFTSWISS team is committed to updating the Directory regularly with new jurisdictions and the latest regulatory changes.

At SBC Lisbon 2025, Stand B160, visitors will have the opportunity to explore the new Gambling Regulation Directory and exchange views on industry trends with the SOFTSWISS Team.

About SOFTSWISS

SOFTSWISS is an international technology company with over 15 years of experience in developing innovative solutions for the iGaming industry. SOFTSWISS provides comprehensive software for managing iGaming projects. The company’s product portfolio includes the Casino Platform, the Game Aggregator with over 35,000 casino games, Affilka Affiliate Platform, the Sportsbook Platform and the Jackpot Aggregator. The expert team, based in Malta, Poland, and Georgia, counts over 2,000 employees.

1 Overview

These guidelines set out the requirements for Alternative Dispute Resolution (ADR) certification by the Curacao Gaming Authority (CGA).
Operators are required to engage certified ADR entities to offer players a transparent and independent mechanism for resolving disputes outside of court as part of their complaint escalation process in adherence to Article 5.3 of the LOK. ADR can make it easier for players to resolve disputes while reducing costs and resolution time for both parties.
This guideline document outlines the required ADR qualifications, and related requirements under the LOK.

• Only ADR entities that have a Certification from the CGA (published on the official website) will be permitted to conduct Dispute mediation and resolution on behalf of CGA B2C license holders.
• Every B2C licensed operator must inform players in Terms and Conditions which ADR entities are available to the player.
• If an operator offers multiple ADR choices only the player may choose with which one to engage in the event of a Dispute.
• The operator will bear all costs of the ADR process.

2 Definitions

2.1 Complaint

A Complaint is a written expression of dissatisfaction by a player relating to the operator’s services, decisions, terms, or conduct, which indicates the player is unhappy and expects a response or resolution.

2.2 Dispute

A Dispute is a Complaint that has not been resolved to the player’s satisfaction through the internal complaints process.

3 Responsibilities of ADR in LOK

Under the Player Complaints Policy, operators must handle player Complaints and Disputes according to established standards. If a Complaint is not resolved to the satisfaction of the player, it may be escalated by the player to qualify as a Dispute, if taken to an ADR provider by the player.

3.1 Role of ADR Provider

• Delivering decisions that are well-substantiated based on evidence and reasoned analysis.
• Ensuring independence, impartiality and sufficient expertise in handling disputes.
• Guaranteeing transparency and fairness thereby ensuring compliance with applicable regulatory requirements.
• Establishing the duties to each party regarding actioning the decision
• Establishing whether or not publicity is permitted.

3.2 Reasons for Refusal to take a Dispute by an ADR provider

The ADR has a discretion to refuse to take a case in circumstances where:

• The Complaint handling process has not been fully completed in accordance with the Player Complaints Policy set out by the CGA.
• The dispute is evidently frivolous or vexatious.
• The dispute falls outside acceptable ADR Parameters set by the operator.
• The dispute is currently under consideration by another ADR provider or a court.
• The dispute has already been reviewed by any CGA accredited ADR provider and a decision has been reached.
• The player is resurrecting a Dispute that has already commenced ADR with any CGA accredited ADR provider, however it was terminated by that ADR provider due to lack of engagement by the player or it was otherwise declined other than for reasons of conflict of interest.
• Conflict of interest.

3.3 Binding Nature of Outcome

The CGA expects that the outcome of the ADR process is binding to the operators.

3.4 ADR Parameters

ADR parameters may be defined by the operator, in order to prevent misuse: for example, by stipulating whether ADR outcomes are binding on the player, or by setting a minimum claim value for escalation. The CGA advises operators to carefully evaluate such conditions and to obtain independent legal advice, as certain civil law provisions may render these restrictions unenforceable.
When reviewing ADR frameworks, the CGA will consider all relevant circumstances in assessing whether anti-abuse measures are proportionate. For instance, the CGA recognises that very low-value claims may raise legitimate concerns about potential misuse. However, each case must be judged on its own merits. Where a claim relates to the admission of a self-excluded player or other responsible gaming measures the CGA expects the matter to be addressed with full seriousness, regardless of the monetary value involved.

3.5 Resolution Time

The ADR process is expected to take no more than 90 days from the initial referral of the Dispute to its completion.

4 Qualifications for CGA’s ADR Certification

To maintain the integrity of dispute resolution, only ADR entities who hold an official Certification from the CGA will be entitled to act as ADR providers for CGA license holders.

4.1 Provision of Operational Information

The ADR provider must complete any forms provided by the CGA and make available to the CGA all relevant information that fully demonstrates its ability to meet the requirements of this ADR Certification Policy. These include the minimum requirements outlined below.

4.2 Legal and Industry Expertise

• At least one key person in the ADR provider must be a practicing or former practicing barrister or lawyer.
• The ADR team must consist of 3 or more people each of which must have relevant professional experience.
• The members of the ADR team should be able to understand the information they are being provided such as (but not limited to) how the gaming system is operated, typical terms and conditions of gaming operations, the standards of any governing body of the particular sport or event, the determination of the outcome, the nature of the bet being placed i.e. fixtures, parlay and how lines are calculated.
• All of the designated adjudicators/ mediators must have sufficient knowledge about all applicable regulations, included but not limited to:
• All provisions under or pursuant to the LOK
• All policies and procedures issued by the CGA
• All other administrative and civil law regulations in Curacao.

4.3 Proof of Independence

• The ADR and related companies / persons must not engage in affiliate business or marketing activities for gambling operators.
• The ADR and related companies / persons must not offer any other B2B products or services to Curacao licensed operators.
• There must be no conflict of interest between the member(s) of the ADR team that are involved in the Dispute and either party to the Dispute.
• Where ADR officials work part-time for the ADR provider and part-time in another capacity, providers must ensure that the official is not conflicted by their non-ADR duties.
• The ADR provider cannot be a related or affiliated party to an operator in relation to any matter with which it agrees to engage.

4.4 Established Procedures

• ADR providers must submit detailed Rules of Procedure.
• A fully operational dispute resolution process must be in place and operational.
• ADR officials must have a term of engagement ensuring independence and must not be remunerated based on case outcomes in favour of either party.

5 Certification Process

5.1 Application

• ADR entities that meet the qualification criteria outlined above may apply for certification by emailing [email protected] with credible documentation and supporting evidence of being able to meet the entirety of the criteria set by this ADR Certification Policy.
• The CGA will respond to certification applications within 6 weeks with a discretionary extension of a further 6 weeks on the part of the CGA.
• The evaluation process may require a face-to-face or online meeting with a request for additional information or engagement.
• A list of Certified ADR entities will be published on the CGA website.
• Any changes to certification qualifications/ must be reported to the CGA within one week of the event.
• The CGA reserves the right to remove any ADR provider from the Certification List at its discretion.

5.2 Assessment

The CGA will assess ADR providers based on:

• Due diligence on all key personnel.
• Qualifications on legal abilities.
• Gambling experience.
• Compliance with published policies and legal requirements.
• Proven fairness and impartiality in dispute resolution in its procedures including:
• Evidence examination.
• Identification of key issues.
• Understanding that a power disparity may exist between the parties.
• Asking the right questions, in the right way to elicit all the relevant facts.
• Correct interpretation of relevant legislation.
• Tailoring each communication and outcome notification to the case, ensuring that the consumer’s perceived level of understanding is respected.
• Quality of service, including transparency and player accessibility.

The CGA’s decision regarding certification of an ADR provider is final.

5.3 Ongoing Monitoring

• ADR providers will need to ensure that they consistently meet the requirements of this or any subsequently updated policy.
• ADR providers are required to inform the CGA of any changes to their circumstances that might affect their Certified status.
• The CGA will engage in active monitoring of the Certified ADR providers and expects full cooperation at such times. This includes but is not limited to
• Conducting reviews of and/or visits to the provider.
• Taking remedial or preventative action.
• Imposing additional requirements.
• If a Certified ADR provider fails to meet any of the applicable rules or regulations, the CGA can take enforcement action, which, depending on the nature and severity of the non-compliance, may include revoking the certification.
• As above, if an ADR company is removed from the Certification List, it must notify all operators with whom it has agreements within two business days of removal. If the ADR provider is actively handling one or more disputes at the time of removal, the CGA will assess each dispute on a case-by-case basis to determine the appropriate course of action. Where an operator has only one ADR provider and that provider is removed, the operator must engage a replacement from the certified ADR provider list without delay and notify the CGA accordingly.

BETBY, a premium provider of innovative sportsbook solutions, will unveil a major update to its AI-powered sportsbook suite of tools, AI Labs, at the upcoming SBC Summit Lisbon 2025. The upgrade delivers enhancements across Betting Tips, Personalization, and Entertainment Feed, marking another step in BETBY’s mission to transform the sports betting experience through advanced AI.

The first major enhancement is to Betting Tips, BETBY’s tool that provides data-driven insights to help users make more informed decisions. Already covering multiple sports and esports in 25 languages, the feature now scales to 40,000 events per month, the widest coverage in the industry. Most importantly, BETBY is launching live betting tips, an industry-first that reacts to in-game data and updates recommendations in real time. This ensures players receive advice that reflects the actual match conditions, not outdated pre-match assumptions. Moreover, BETBY also shifted focus from traditional markets such as 1×2 to combined markets like “1×2 & Total”, which deliver both higher margins and stronger interaction when complemented with tips.

The second key update is the launch of the enhanced Personalization engine. Designed to tailor the betting journey to each player, the new model introduces real-time personalization that adapts instantly to bets as they are placed. By combining individual preferences with hourly, daily, and weekly trends, the system empowers operators with precise retention tools while giving players more relevant and engaging experiences.

The third enhancement is an evolution of the Entertainment Feed, BETBY’s AI-based feed for non-sporting events such as movies, series, games, TV shows, and breaking news. The feed has expanded beyond generating markets to actively monitor live developments, ensuring odds remain relevant and settlements are automated. Currently used as an alerting system for traders, this update paves the way for fully automated entertainment markets.

Additionally, BETBY’s AI-powered Risk Management system continues to demonstrate market-leading performance, now identifying the top 15% of high-risk players with 99.99% accuracy. This achievement highlights BETBY’s unique combination of speed, precision, and robust analytics in ensuring a secure and profitable operator ecosystem.

“With these upgrades, AI Labs enters an entirely new phase,” said Danil Emelyanov, Head of BETBY’s AI Labs. “We are not only increasing coverage and efficiency but also pioneering features such as live betting tips and automated entertainment markets. These innovations empower operators to engage players in ways no other supplier in the industry can match.”

The upgraded AI Labs features will be officially presented at SBC Summit Lisbon 2025, where BETBY will showcase how its AI-driven approach continues to set new benchmarks for personalization, engagement, and operator success. Attendees are invited to visit BETBY at stand C110 to experience first-hand the supplier’s comprehensive sportsbook solution and its latest innovations.

To find out more about BETBY, visit: https://betby.com/