In May 2025, the Dutch gambling regulator Kansspelautoriteit (KSA) published new guidelines on the use of artificial intelligence (AI) and chatbots in the online gambling industry. The guidelines state that AI can be used to support responsible gambling practices, but should not replace human staff in this crucial area.
A step towards responsible gambling
Mindway AI, a Danish company specialising in AI solutions for responsible gambling, has welcomed the guidelines. In a statement shared by Casino Nieuws, the company stressed the importance of transparency and understanding of the AI tools used by gaming operators.
“At Mindway AI, we believe that AI systems should not operate as a “black box”. The principles set out by the KSA are perfectly aligned with our commitment to explainable AI, where every decision made by our algorithms can be clearly traced and justified.”
GameScanner: technology for prevention
Mindway AI has developed GameScanner, a software application that uses AI and neuroscience to detect problem gambling behaviour. Already adopted by several legal operators in the Netherlands, GameScanner enables real-time monitoring of player behaviour and sends alerts to operators when risky behaviour is identified.
This technology meets the requirements of the KSA, which requires online casinos to detect signs of excessive gambling within one hour and to intervene quickly.
The importance of understanding AI
Mindway AI insists that the use of AI should not be limited to its technical application. Operators also need to understand how these tools work in order to use them appropriately.
“The guidelines stress the importance of operators having sufficient technical knowledge of AI systems. This is an essential point. Understanding the mechanics of AI tools allows operators to better integrate them into their operational frameworks and ensure that they are used to their full potential. As AI continues to evolve, ongoing training and adaptation will remain crucial. Providers would be well advised not to simply adopt AI, but to understand it in depth in order to make informed decisions that align with regulatory standards and ethical obligations.”
This approach ensures that decisions made by AI systems are transparent and can be explained, boosting the confidence of regulators and players alike.