The Netherlands Gambling Authority (Ksa) convened a roundtable discussion with online gambling providers on Thursday, 4 December, following three recent studies conducted as part of its duty‑of‑care mandate. The meeting focused on strengthening player protection and improving how operators fulfill their legal responsibilities. The Ksa presented its findings and engaged providers on three key topics.
Notifications in Cruks
When a provider suspects excessive gambling or signs of addiction and internal interventions prove insufficient, they are required to advise the player to register with Cruks, the national exclusion register. If the player does not register voluntarily, the provider must submit a notification to the Ksa, which may then decide to place the player in Cruks involuntarily.
Ksa research found that operators face barriers when submitting notifications, with significant inconsistencies in both the number of notifications filed and the completeness of the supporting documentation. Optdeck Service Limited (Unibet) and Holland Casino, which consistently submit thorough files, presented their notification processes as examples of good practice.
Personal Interviews
The second topic addressed the mandatory personal interviews that providers must conduct with players showing signs of excessive gambling. The studies identified several implementation challenges and areas where providers can improve.
The Ksa and operators discussed ways to strengthen these interviews to ensure timely, appropriate intervention when a player’s behavior becomes problematic.
Closing Player Accounts
The final discussion centered on the practicalities of closing player accounts. Providers shared how they manage account‑closure requests and the obstacles they encounter in the process.
A Constructive Dialogue
The Ksa described the meeting as productive and informative.
“It was good to engage in discussions with the providers. This is educational for the sector and also provides useful input for our oversight,” said Ella Seijsener, head of the Ksa’s Online Duty of Care department.
The Ksa will use the insights gathered to guide future investigations and refine its duty‑of‑care oversight. These topics will receive additional attention in the coming year as the Ksa continues its work to strengthen the online gambling market and protect vulnerable players.
