The Dutch Gambling Authority (Kansspelautoriteit or KSA) has concluded a significant roundtable meeting with online operators, aimed at refining the industry’s approach to player protection.
The dialogue follows a period of strict enforcement regarding “duty of care” violations, signaling a shift toward collaborative improvement between the regulator and license holders. The primary objective of the meeting was to address operational flaws in how operators detect and intervene with players exhibiting risky behavior.
A key focus of the discussion was the administrative process regarding reports of excessive gambling. The KSA investigation highlighted significant disparities in the quality of data provided by different operators. While some license holders struggled to submit complete files, others were held up as examples of best practice.
Notably, Optdeck Service (operating the Unibet brand) and Holland Casino were invited to present their methodologies to the group. This inclusion is particularly noteworthy for Optdeck, which is currently navigating a license renewal following a €4 million fine issued last December for previous shortcomings in player intervention.
Operators utilized the platform to voice their own concerns, specifically regarding “bottlenecks” that occur when attempting to contact at-risk players. The industry representatives noted that executing personal interventions—a requirement under Dutch law—can be logistically difficult.
The KSA acknowledged these challenges, engaging in a dialogue on how to streamline the interview process to ensure interventions are both timely and effective. Additionally, the difficulties surrounding the technical and procedural aspects of closing player accounts were reviewed.
The KSA viewed the roundtable as a vital knowledge-sharing exercise that will directly influence future supervision strategies. By identifying where the notification process breaks down, the regulator aims to help the sector move beyond punitive measures toward proactive prevention.
The insights gathered from this roundtable are expected to shape the KSA’s monitoring activities in the coming year, with a renewed emphasis on protecting vulnerable players through clearer communication and standardized reporting protocols.
Ella Seijsener, KSA Head of Online Duty of Care:
“It was good to engage in this discussion with the operators. This is educational for the sector and also provides useful input for our supervision.”
KSA Official Statement:
“These topics will also receive extra attention in the upcoming year as part of the supervision of the online gambling market. The KSA remains committed to improving the gambling market and protecting vulnerable players.”
