TonyBet ordered to switch to Dutch
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19 Feb 2025 •
Reading time: 2 minutes The Kansspelautoriteit (Ksa), the Dutch gambling regulator, recently issued a warning to online gambling operator TonyBet. The reason? The lack of a 24-hour telephone customer service in Dutch, a requirement that is essential for licensees in the Netherlands. This measure is intended to ensure that players can always communicate in their native language, especially for questions related to the social responsibility of operators.
The facts alleged against TonyBet
Although TonyBet has held a license from the Ksa for some time, its website has only been operational since the end of 2024. Shortly after its launch, a player reported that he could only communicate with customer service in English. This situation contravenes the KSA guidelines, which stipulate that operators must provide support in Dutch at all times.
Following this report, the KSA quickly contacted TonyBet to demand corrective measures. The regulator stressed the importance of Dutch-language support, particularly in the context of player protection and compliance with legal obligations.
TonyBet’s measures
In response to the KSA’s intervention, TonyBet immediately took steps to comply with the requirements. In particular, the operator strengthened its support team by recruiting more Dutch-speaking staff. The telephone customer service is now available in Dutch 24 hours a day, ensuring better support for Dutch players.
The importance of language in customer service
The availability of customer service in the player’s language is crucial for several reasons. It not only facilitates communication, but also ensures that players fully understand the terms of use, responsible gaming policies and withdrawal procedures. Native language support builds player trust in the operator and contributes to a safer and more seamless gaming experience.