New Guidance Establishes That Account Termination Must Be Effortless and Remaining Funds Promptly Paid Out
The Dutch Gaming Authority (Ksa) has issued new regulatory guidance after discovering that several licensed gambling operators failed to properly adhere to rules governing account termination. Deeming these practices unacceptable, the regulator’s core principle mandates that closing a player account must be made as simple as possible upon request.
Investigations revealed that certain operators erected administrative barriers, such as forcing users to contact customer service first, to make termination more difficult. The Ksa has clarified that such hurdles are strictly prohibited, and if a customer does reach out via chat or support to close an account, staff are barred from using the interaction to persuade the player to stay.
Handling Remaining Funds and Regulatory Clarity
The newly drafted guidance also provides explicit rules regarding player balances. Licensed gambling companies are now required to disburse any remaining funds to the user without undue delay, prohibiting the imposition of any conditions on payouts.
Emphasizing that previous practices are undesirable, the Ksa expects the updated guidance to eliminate any remaining ambiguity regarding how operators must structure and handle the account closure process.
