The Dutch Gaming Authority has released two studies and new guidance outlining how online gambling licensees should fulfill their duty of care obligations, including requirements for personal interventions and notifications related to the national exclusion register.
The research, conducted in 2025, examined how operators apply mandatory personal interviews and when they submit notifications for potential registration in the Central Register for Exclusion from Gambling, known as Cruks. The findings were discussed with license holders during a roundtable meeting in December, where operators shared practical challenges and inconsistencies in applying the rules. The Ksa said the new guidance is intended to provide clearer expectations for implementation.
Personal Interviews
Under Dutch law, operators must conduct a personal interview when they suspect excessive gambling behavior or signs of addiction. The Ksa found that operators vary widely in how they carry out these interventions and often face obstacles, including low response rates from players.
The guidance clarifies when an interview should be initiated, what forms of contact are acceptable, and what topics must be addressed. The Ksa said operators still have room to exercise professional judgment and tailor the approach to individual cases.
Notifications to Cruks
If an operator identifies serious indicators of problematic gambling or suspects addiction, the player must be advised to register with Cruks. If the player declines, the operator is required to notify the Ksa, which may then decide to impose an involuntary registration.
The studies show that operators differ in how they apply this requirement and often struggle to determine whether a player has registered or when a notification is necessary. The new guidance outlines the timing of notifications and the information operators must provide.
Clarification, Not New Rules
The Ksa emphasized that the guidelines do not introduce new regulations but explain how existing obligations should be interpreted. The authority said the additional clarity is intended to help operators meet their duty of care and support safer gambling practices.
The Ksa will incorporate the findings into its supervisory work, noting that personal interviews and notifications will remain key areas of focus.
