Self-exclusion disregarded: Unibet pays the price
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26 Dec 2024 •
Reading time: 2 minutes Unibet, a brand operated by Optdeck Service Limited, has been fined €400,000 by the Dutch gaming authority, Kansspelautoriteit (Ksa). The penalty follows breaches relating to authorised access to players on the Cruks self-exclusion register, a database designed to protect vulnerable players from gambling addiction.
The crucial role of Cruks
Cruks (Centraal Register Uitsluiting Kansspelen) is an essential tool for ensuring responsible gambling. It allows players to self-exclude themselves from gambling platforms, whether physical or online. Licensed operators are legally obliged to check that each player is registered in this register before allowing them access to the games.
A technical problem during the World Cup
Between November 2022 and January 2023, Unibet allowed players registered with Cruks to register and play. The problem was reported in July 2023 by a player who was able to bypass the self-exclusion. The player also criticised the way his complaint was handled by the operator.
Unibet admitted that the flaw was linked to a temporary change in its registration process at the end of 2022. During the World Cup, an increase in traffic led to errors in Cruks verification. To alleviate this problem, Unibet allowed players encountering registration errors to manually enter their Citizen Service Number (BSN). Unfortunately, this method allowed self-excluded players to access the games.
In August 2023, the Ksa contacted Unibet to investigate these breaches. In March 2024, Unibet provided data on 15 customers who had bypassed Cruks and gambled on their platform. Although Unibet claimed to have corrected the flaw quickly, the Ksa deemed the breach serious enough to warrant a penalty.
An exemplary sanction to protect players
The Ksa stressed the importance of strict compliance with the rules to protect players and prevent gambling addiction. It pointed out that any failure to comply with the verification obligations would result in severe consequences. The €400,000 fine serves as a clear warning to other operators.
Optdeck Service Limited, which operates Unibet, has accepted the fine and has decided not to appeal. The company says it has taken corrective action to prevent this type of incident from happening again in the future.
A lesson for the online gambling industry
This case highlights the challenges faced by online gambling operators in remaining compliant with regulations. It also serves as a reminder of the importance of vigilance on the part of regulatory authorities and the responsibility of operators to protect consumers.