Lucky 7 Casino was recently criticised by the Ksa for serious breaches of its duty of care, including a customer service that was unavailable in Dutch and flaws in the protection of self-excluded players. After being warned, the operator quickly corrected certain problems, but remains under scrutiny. This situation is reminiscent of that of TonyBet, which was also criticised for not offering support in Dutch.
The online gaming world is in turmoil following the recent criticism of Lucky 7 Casino by the Kansspelautoriteit (Ksa). The operator, Noord Zuid Alliantie B.V., has been singled out for significant failings in customer service and player protection.
Customers left without answers
Imagine trying to contact an online casino’s customer service and being greeted by a message in English saying that no one is available to take your call. That’s exactly what many Lucky 7 Casino players have experienced. According to Ksa, customers trying to reach the service by phone were greeted by a recording in English indicating that the agents were unavailable. In addition, crucial information on the site, such as addiction prevention information, was also only available in English. Dutch licensees are required to provide a customer service that is fully accessible in Dutch at all times. The Ksa stresses the importance of this requirement, particularly in the context of duty of care, so that players can express their concerns in their mother tongue.
Following discussions with the Ksa, Lucky 7 Casino quickly rectified the accessibility and language issues. The operator has set up a customer service in Dutch and translated key sections of its website. Ksa stresses the importance of immediate compliance with communication standards, especially when it comes to protecting vulnerable players.
Shortcomings in player protection
In addition to language issues, the Ksa has received several reports of players being able to continue playing online after self-excluding themselves via the Lucky 7 Casino website. Some have even received pop-up messages encouraging them to make additional deposits, despite their self-exclusion. The Ksa considers these breaches to be serious, pointing out that self-exclusion is an essential tool for preventing gambling addiction. Although Lucky 7 Casino has resolved these issues following the regulator’s intervention, the Ksa is maintaining close surveillance of the operator and reserves the right to take enforcement action in the event of further violations.
Launch under intense scrutiny
These criticisms come shortly after Lucky 7 Casino obtained its operating licence in the Netherlands. In October 2024, the operator became the 31st holder of a licence issued by the Ksa, with an expected launch in December 2024. The casino uses the Finnplay platform, which has already been adopted by other Dutch online casinos such as Kansino and Fair Play Casino.
Since its launch, Lucky 7 Casino has faced criticism regarding its customer service. Players reported difficulties contacting support, with delayed or non-existent responses to online forms and emails. The telephone number provided was often unreachable, leaving customers with no recourse in the event of a problem. These shortcomings are particularly worrying given the lack of information and explanations available on the site.
In addition to poor customer service, players experienced a number of technical problems on the Lucky 7 Casino site. When registering, several testers reported error messages when creating a password or scanning their ID. Filters for games are considered impractical, and technical errors frequently occur, such as English versions of games or wagers being refused without explanation in the live casino. The user experience on mobile is also criticised for being slow and lacking in ergonomics.
Many online casinos that have recently obtained their licence in the Netherlands are closely scrutinised by the Kansspelautoriteit. Any failure to comply with the rules may result in warnings, financial penalties or even revocation of the licence. Lucky 7 Casino, although it has corrected some of its shortcomings, remains under close scrutiny.
A similar situation with TonyBet
In February 2025, the Ksa, issued a warning to online gaming operator TonyBet. The main reason for the warning was the lack of 24/7 customer support in Dutch. This situation is similar to that of Lucky 7 Casino. In both cases, the operators were ordered to comply with strict Dutch regulations aimed at guaranteeing adequate support for players in their mother tongue.