Self Study: Operational matters relating to the End User (Chapter B)

The policies that matter to End Users the most. The policies shall be transparent and therefore made public and these policies should be in line with international Standards of Good Industry Practice. The Operator as the one dealing with End Users directly, shall be responsible for the proper execution of the said policies.

Any communications with End Users should be handled by the Operator in a professional manner. CEG shall only intervene if it finds that the said communications has not been in line with set policies.

The Operator is required to draft Terms of Service and file a copy in the Public Record in Cura?ao.

Disputes should be handled in a professional manner. The Operator should expeditiously take care of any properly filed Complaints. The End User should bring any information forward to assist in this process as soon as possible, as this would be in the interest of all parties involved. The Aggregator shall intervene if finds that the set out policies are not being followed.

The Operator is required to report to CEG every quarter on matters of Responsible Gaming.