On 4 December 2025, the Dutch online gambling regulator, the Kansspelautoriteit (Ksa), brought together the main online betting and casino operators for a round table discussion focused on the proper application of due diligence, their responsibility towards player protection.
A meeting prompted by three investigations
The Ksa decided to convene these operators following three recent investigations into the practical application of due diligence.
These investigations aimed to verify whether operators were seriously applying their obligations to protect players: monitoring risky behaviour, detecting signs of addiction, and being able to intervene effectively. Despite the mechanisms in place, operators report shortcomings in both prevention and the identification of at-risk players.
Three challenges on the table
During the debate, three major topics were the focus of attention: reports to the national exclusion list, personalised interviews with players, and account closures — three fundamental aspects of operators’ responsibility.
The first point concerns the obligation to alert the regulator in the event of excessive behaviour that is not corrected. In practice, if an operator suspects addiction or abuse and no improvement is seen despite their actions, they must invite the player to register with the national exclusion register Cruks. If the player does not register voluntarily, the operator must send a report to the Ksa. However, the investigation revealed that operators faced obstacles in making these reports. The number of reports varied greatly from one operator to another, with some files provided being incomplete. A few operators — notably Unibet (via Optdeck Service Limited) and Holland Casino — were praised for the quality of their files, presenting a well-structured and transparent process, which earned them praise as role models at the meeting.
The second point discussed was the requirement for a personal interview with a player identified as having problematic behaviour. These interviews should allow for in-depth discussion, support, or a serious warning — a key step in preventing the player from sliding into addiction. However, according to the Ksa, many operators find it difficult to conduct these interviews properly — in a timely manner, in an appropriate way and with sufficient follow-up. This limits the effectiveness of prevention.
Finally, the closure of player accounts was discussed. Some operators hesitate when players themselves request closure, either for fear of financial consequences or due to a lack of clear protocols. During the discussion, companies shared their practices: some close accounts immediately, while others relax the conditions, leading to disparities. The Ksa called for greater rigour and clarity — both to protect players and to ensure the integrity of the legislation governing online gambling.
A meeting deemed constructive
For the Ksa, represented by Ella Seijsener, head of the ‘Zorgplicht Online’ department, this debate was productive and informative. She praised the openness of the operators and the quality of some of the presentations, while reiterating that the main responsibility cannot be relativised.
‘It was good to open the dialogue with the operators. It is informative for the sector and also gives us useful information for our supervision,’ she said.
The Ksa has announced that it will take into account the feedback provided during this meeting to guide its future actions. In 2026, there will be increased focus on these three areas — Cruks reports, personal interviews, and account closures — as part of enhanced monitoring of compliance with the duty of care.
Why is this debate crucial for the online gaming sector?
Since the legal online gambling market opened in 2021, regulations have imposed a series of obligations on operators — including risk analyses, deposit limits, and preventive measures — under the KOA law.
However, investigations conducted this year have shown that certain measures, despite their legal existence, have struggled to produce real results. Risk analyses sometimes lack consistency, interventions are delayed or insufficient, and potential abuses are not always followed up with practical measures.
By bringing operators together to discuss concrete problems and their difficulties, the KSA is attempting to take a step forward: moving from a simple legal framework to effective implementation. This type of dialogue, if it leads to concrete action, could significantly strengthen player protection — an imperative in a sensitive sector.
The round table organised by the Ksa on 4 December 2025 marks an important turning point for the online gaming sector in the Netherlands. For operators, the message is clear: player protection is not just a formality.