Dutch gaming regulator warns operators over reports of withdrawal restrictions
A player complained that they were unable to immediately withdraw funds.
The Netherlands.- The Dutch gambling regulator Kansspelautoriteit (KSA) has warned an operator after it allegedly required players to wager deposited money before allowing them to withdraw it. The regulator noted that this is only permitted in conjunction with bonus offers and under certain conditions. In other cases, providers must always pay out as quickly as possible, it possible it said.
“If a player requests it, their player balance must be refunded immediately by the provider. A provider may not impose structural conditions that prevent immediate payouts. Player balances must therefore be refunded without unnecessary delay,” the KSA said.
The warning was issued after the KSA received a report from a player who reported being unable to immediately withdraw their deposited funds from ZEbet. When the regulator asked for an explanation, ZEbet indicated that it was a technical error and that players who contacted customer service received their funds back without having to wager them. ZEbet said it took corrective action on the same day to prevent future incidents. Therefore, the KSA considered a warning to be sufficient for now.
Following the report from ZEbet, the KSA investigated the terms and conditions of other providers and found that Starcasino’s terms and conditions contained contradictions regarding wagering requirements and cashout requirements. It contacted Starcasino, which stated that player funds were always paid out without unnecessary delay. The terms and conditions have since been amended.
The KSA noted that it had already informed providers about these rules in March 2024.
Earlier this week, the KSA said it had words with two operators, ZEbetting and Betca, about prohibited betting offers. It says that both providers offered players the option of betting on winning or losing a set in tennis matches.
The regulator reminded the operators that this betting market is not allowed under Dutch regulations and ordered them to comply. Both ZEbetting and Betca have indicated that they have ended the violation and have taken measures to prevent a recurrence.
