Dutch gambling regulator responds to doubts over rules for payouts and account closures

The KSA has stressed that operators must not charge fees for account closures.

The Netherlands.- The Dutch gambling regulator Kansspelautoriteit (KSA) has issued a reminder to operators about rules regarding the closure of online gaming accounts and the payout of player funds via customer service. It says it had received reports from players raising concerns as well as questions from the sector.

Reports indicate that players sometimes face conditions regarding payouts, such as minimum amounts or additional actions required via customer service, the KSA said. In addition, the regulator had received inquiries from regarding the charging of fees for closing an account.

The KSA stressed that licensed gambling operators in the Netherlands are required to close a player account when a player requests it. In doing so, they must pay out the remaining balance without undue delay. They are not permitted to charge fees for closing an account. The regulator said any such fees could act as a barrier for players and discourage them from closing their account. 

However, the KSA clarified that, subject to conditions, operators may charge fees for the management of gaming accounts, the processing of payouts, or the use of specific payment methods. Such charges must be clearly and unambiguously communicated to players in advance.

Payout via customer service

Providers are also obliged to pay out player funds without delay when a player requests it and with no structural conditions may be applied in doing so. For example, it is not permitted to require a minimum amount before payment is made. 

The KSA said it had seen no indications that operators apply payout conditions but that it had observed that some refer players to customer service for the payout of small amounts. It said this method is permitted, provided that players are clearly informed about it and the payout is subsequently processed immediately. 

Last week, the KSA published two new studies and provided additional guidance on the fulfilment of the duty of care for online gambling licensees in the Netherlands. The documents provide insight into practice and offer clarification regarding personal interviews and the submission of notifications for registration in the Central Register for Exclusion from Gambling (Cruks).