Kansspelautoriteit warns ZEbet and Starcasino regarding wagering obligations
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19 Jul 2025 •
Reading time: 2 minutes ZEbet and Starcasino have both been cited by the Kansspelautoriteit for allegedly requiring players to wager deposited money before withdrawing it.
This is prohibited, except that it is only permitted when linked to a bonus provided by the provider and under certain conditions. Without a bonus plan, the provider is always obligated to pay out immediately.
Player balances must always be refunded immediately by the provider
When players wish to withdraw their deposited money, every provider must refund it immediately, without delay. However, the Kansspelautoriteit was contacted by a player who was unable to withdraw his deposited money immediately, even though there was no bonus.
Provider ZEbet was asked for comment on this incident and informed the Kansspelautoriteit that it was a technical error. Several players encountered this technical issue and contacted customer service to request an immediate refund, without any wagering obligation.
ZEbet immediately implemented remedial work to prevent a recurrence. Due to their swift and decisive action, there was only a warning issued in this case.
ZEbet case prompts investigation into gambling providers’ terms and conditions
In response to this situation, the Kansspelautoriteit conducted further research into the general terms and conditions of other providers.
This additional investigation revealed that Starcasino’s terms and conditions contained contradictions regarding payouts of player funds and wagering obligations.
Starcasino was also contacted for further clarification. As a result, Starcasino informed the Kansspelautoriteit that player funds were always paid out without any delays. Following this investigation, they have since amended their terms and conditions.
Website Kansspelautoriteit provides insight into obligations and exceptions
Providers are always responsible for paying out player funds and must comply with all laws and regulations at all times. The main rule is that player funds are paid out without unnecessary delay, unless an exception applies, as explained earlier.
However, exceptions also apply if there is a suspicion of fraud or if it appears that a player has entered incorrect information during registration. In that case, withholding immediate payout is justified due to an ongoing investigation.
The Kansspelautoriteit has neatly listed all the information on their website. Furthermore, all providers were informed in March 2024 about all obligations and exceptions regarding the direct payout of player funds. It clearly states that imposing standard conditions on payouts is not permitted.