Dutch Gambling Regulator Publishes New Guidelines Concerning Duty of Care Issues

(AsiaGameHub) –   The KSA has released the findings of two new studies.

The Netherlands. The Dutch gambling regulator Kansspelautoriteit (KSA) has published two new studies and provided additional guidance on how online gambling license holders can fulfill their duty of care obligations. The documents offer practical insights and clarify matters related to personal interviews and the submission of notifications for registration in the Central Register for Exclusion from Gambling (Cruks).

The KSA conducted research on these topics in 2025, and the results were discussed in December during a roundtable discussion with license holders. At that time, practical experiences were shared and bottlenecks identified. Using this feedback, the KSA has now developed new guidelines to enhance clarity around implementation.

Personal interviews with players

The personal interview is an extensive intervention that license holders are required to implement if there is a suspicion of excessive gambling behaviour or gambling addiction. Research shows that license holders have applied this measure in varying ways and encountered challenges, such as a low response rate from players.

The guidance explains, among other things, the timing of the intervention, the mode of contact, and the content of the conversation—while still leaving room for customization and professional judgment.

Self-exclusion registrations

The KSA emphasized that if a license holder observes serious signs of problematic gambling behaviour or suspects a gambling addiction, the player must be advised to register with Cruks. If the player does not follow this advice, the license holder must submit a notification to the KSA about the matter. The KSA may then decide to involuntarily register the player in Cruks.

Research found that license holders had uncertainties about implementing this process. For instance, they noted it was difficult to verify whether a player had actually registered, and not always clear when a notification should be submitted. The new guidance provides practical explanations, including details on the timing of reporting and the required information.

The KSA stressed that the guidelines do not include new rules but instead offer further clarification on the application of existing obligations. Its aim is to give license holders greater clarity on fulfilling their duty of care and to enable safer gambling, the regulator stated.

Last week, the KSA issued a general notice to licensed sports betting operators to remind them of the limits of their licenses. It said its supervisory work revealed that several providers were offering bets that did not fall within the licensed sports betting category.

The offerings cited included bets on prize competitions, such as a Most Valuable Player (MVP) award. The KSA stated that the involved license holders have been addressed, and these bets were immediately removed.