The Dutch gambling regulator addresses doubts regarding rules on payouts and account closures

(AsiaGameHub) –   The KSA has emphasized that operators must not levy any fees for account closures.

The Netherlands.- The Dutch gambling regulator Kansspelautoriteit (KSA) has sent a reminder to operators about regulations covering the closure of online gaming accounts and payout of player funds processed through customer service. It confirms it has received both concern reports from players and questions from the gambling sector.

The KSA noted that reports show players sometimes encounter conditions regarding payouts, such as mandatory minimum amounts or extra actions that have to be completed via customer service. On top of this, the regulator has received inquiries about charging of fees for closing a player account.

The KSA stressed that all licensed gambling operators in the Netherlands are required to close a player account whenever a player submits a request for closure. When processing the request, they must pay out all remaining account balance without unnecessary delay. Operators are not permitted to charge fees for closing an account. The regulator explained that any such fees would act as a barrier for players and discourage them from closing their accounts when they wish to do so. 

However, the KSA clarified that when specific conditions are met, operators can charge fees for management of gaming accounts, payout processing, or the use of specific payment methods. All such charges must be shared clearly and unambiguously with players before any services are provided.

Payout processes through customer service

Gambling providers are also required to pay out player funds without delay when a player requests a withdrawal, and no permanent structural conditions can be applied to this process. For example, it is against the rules to require a minimum amount before a payout can be issued. 

The KSA stated it has found no evidence that operators impose improper payout conditions, but it has observed that some operators refer players to customer service for payouts of small amounts. The regulator confirmed this approach is allowed, as long as players are clearly informed of the process ahead of time and the payout is processed immediately after the request. 

Last week, the KSA published two new studies and released additional guidance for online gambling licensees in the Netherlands on meeting their duty of care obligations. The documents provide insight into current industry practices and offer clarification on personal interviews and the submission of registration notifications for the Central Register for Exclusion from Gambling (Cruks).