The Dutch Gambling Authority (KSA) has released a comprehensive regulatory framework designed to standardize how online operators intervene with at-risk players.
The move follows two extensive research studies conducted throughout 2025 and a pivotal December roundtable meeting where license holders identified significant operational “roadblocks” in their current player safety protocols.
Overcoming the “Wall of Silence” in Interventions
A primary finding of the KSA’s research was the inconsistency in how firms handle personal interviews. Under Dutch law, operators must initiate a direct dialogue if they suspect a customer is developing a gambling addiction. However, many problem gamblers effectively “block” these efforts by ignoring emails or blacklisting company phone numbers.
To resolve this, the KSA’s new manual provides a tactical roadmap for staff. It specifies the most effective contact methods and offers suggested scripts that move away from robotic dialogue toward high-empathy, personalized engagement. While the regulator still grants operators the freedom to use professional judgment, the expectation is now for a “dramatically improved” and proactive intervention strategy that leaves no room for player avoidance.
Strengthening the Cruks Self-Exclusion Pipeline
The KSA also clarified the mandatory use of Cruks, the central self-exclusion database. If an operator identifies serious signs of harm and the player refuses to register for Cruks voluntarily, the firm has a strict legal duty to report that individual to the KSA for involuntary exclusion.
“Operators told the KSA they struggle massively with this specific process. They find it incredibly difficult to verify if a player actually followed through and registered,” the report noted.
The KSA framework guidance provides a highly practical timeline for these reports and lists the specific evidence required for the KSA to take enforcement action. This ensures that the duty of care is not just a theoretical concept but a functional mechanism to remove vulnerable users from the market.
Cracking Down on Subjective Sports Betting
In a separate enforcement sweep, the KSA issued stern warnings to sportsbooks offering unauthorized markets. Investigators discovered several providers allowing wagers on subjective outcomes, such as Most Valuable Player (MVP) awards.
Dutch legislation strictly permits betting only on objective athletic events, such as goal totals or final match scores. Following the KSA’s intervention, the offending operators immediately scrubbed these markets from their platforms to remain in compliance with their licenses.
