The Kansspelautoriteit (KSA), the Netherlands’ gambling authority, held a significant gathering with online gaming operators to address player protection enhancements. The meeting comes in the wake of three studies that highlighted areas needing improvement in fulfilling operators’ duty of care.
A primary focus of the discussions was the self-exclusion platform Cruks. The KSA reminded operators that they must advise players, suspected of excessive gambling or addiction, to enlist in Cruks. If the players refuse, operators are compelled to notify the KSA, which can then enforce registration on the players’ behalf. The KSA identified inconsistencies in how operators handle these notifications, noting that the information supplied is often incomplete. Optdeck Service Limited (Unibet) and Holland Casino were highlighted as exemplary, providing complete and well-structured notification files. These operators shared their processes to aid others in improving their notification systems.
The second major topic addressed was the mandatory personal interviews with players exhibiting harmful gambling behaviors. The KSA’s investigation revealed that providers encounter several bottlenecks in conducting these interviews effectively. The roundtable served as a platform for operators to share experiences and suggest improvements in this area. Effective personal interviews are crucial for timely interventions that can assist players in reducing harmful gambling behaviors.
Closing player accounts was the third issue under scrutiny. Providers shared the challenges they face when players decide to shut down their accounts. This involves understanding the practical difficulties and potential obstacles in closing accounts, which can often be a bureaucratic and cumbersome process. The KSA emphasized the importance of streamlining the account closure process to better support players who choose to take a break or exit gambling altogether.
Ella Seijsener, the head of the Online Duty of Care department, expressed satisfaction with the outcomes of the meeting, noting, “It was good to engage in discussions with the providers. This is educational for the sector and provides useful input for our oversight.” The insights gathered are expected to inform the KSA’s next steps and further investigations as they continue to refine regulations for the industry.
The KSA also reported progress in the quality of data supplied by operators to the control database (CDB), which tracks gaming data in near real-time. Following a July inspection that revealed several deficiencies, a follow-up in October showed that most operators had rectified these issues, contributing to improved data reliability. The KSA indicated that high-quality data is critical for effective monitoring and regulation of the gaming industry.
Despite the progress, the KSA identified a few operators that still fall short of the expected standards. These entities require additional scrutiny and are urged to address errors promptly and update historical data to ensure compliance with regulatory expectations.
The Netherlands has been refining its gambling regulations since the legalization of online gambling in October 2021. The introduction of Cruks and other responsible gambling measures reflects the country’s commitment to maintaining a safe gambling environment. The KSA’s proactive approach in engaging operators is part of a broader effort to ensure player safety and uphold the integrity of the gambling industry.
However, some industry experts warn that over-regulation could stifle innovation and competitiveness within the sector. They argue that while player protection is paramount, overly stringent rules could drive players to unregulated markets, where risks are higher. The KSA must therefore balance regulatory measures with the operational realities of the industry.
The Dutch gambling market continues to evolve, with ongoing discussions around improving player protection. The KSA’s efforts reflect a dynamic regulatory landscape that seeks to protect consumers while encouraging a thriving, responsible gambling industry. As the sector grows, the KSA’s role in monitoring and adjusting regulations will be crucial in ensuring both player safety and market health.
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