Key Moments:
- The Netherlands Gambling Authority (Ksa) has introduced new guidance to enhance duty of care procedures in slot halls and casinos.
- Operators have received practical tools, detailed instructions, and answers to frequently asked questions, along with a separate manual for identity and Cruks checks.
- Despite these efforts, only 49% of gambling revenue is attributed to licensed operators, with regulators and industry criticizing current policies for driving players to unlicensed platforms.
Enhanced Expectations for Casino Operations
The Netherlands Gambling Authority (Ksa) has rolled out a set of new guidelines intended to reinforce how slot machine halls and land-based casinos fulfill their legal duty of care. This move arrives amid growing concerns that the country’s increasingly strict gambling regulations are driving players away from regulated platforms.
Released on 16 September, the updated guidance offers operators practical methods and clear explanations for complying with existing laws, though it refrains from issuing new rules. These updates come after a series of inspections indicated that, while operator awareness is generally high, there is still room for improvement in application.
Tools and Resources for Compliance
The expanded duty of care, formalized under the 2021 Remote Gambling Act (Wet Koa), requires gambling venues to prevent and minimize addiction. Prior to publishing the new guidance, Ksa engaged with industry stakeholders. The resulting materials provide thorough instructions, illustrative examples, and an FAQ section.
In addition to the guidance, operators received a manual focused on identity verification and Cruks, the national exclusion register designed for voluntary self-exclusion. Ksa noted it has routinely fielded questions regarding Cruks, prompting this targeted resource.
Ksa chairman Michel Groothuizen commented on the unique difficulties faced in physical venues, observing, “Certain important aspects of the duty of care are easier to monitor for online providers than in the physical casino,” and adding, “In our conversations with slot hall owners, we noticed that they want to do more with the duty of care, but sometimes still struggle with the correct implementation. With this new guidance, supplemented with information material for employees, we give them new tools. This way we ensure together that players are optimally protected also with physical providers.”
Five Areas of Mandatory Safeguards
The Ksa’s 15-page document outlines five main obligations for operators of land-based gambling venues:
| # | Requirement | Description |
|---|---|---|
| 1 | Addiction Prevention Policy | Venues must create, implement, and maintain a prevention program with input from addiction specialists, focusing especially on young adults aged 18–24. |
| 2 | Information Duty | Both Dutch-speaking and non-Dutch-speaking visitors must be clearly informed of gambling risks, including exclusion options via Cruks and on-site information. |
| 3 | Access and Identity Checks | All visitor identities must be verified and cross-referenced with Cruks. Minors, individuals in Cruks, or those exhibiting high-risk profiles must be denied entry. |
| 4 | Monitoring Play Behavior | Operators are required to observe and record gaming behavior for early detection of risky conduct, such as frequent or prolonged play, abnormal betting, or changes in social activity. |
| 5 | Intervening in Risky Behavior | Staff must respond when players show warning signs, ranging from a conversation to exclusion. If there is reasonable suspicion of addiction, a personal interview is obligatory, with advice on treatment options. |
To support these measures, the regulator has also provided a poster and animation to increase staff awareness, reiterating the importance of thorough employee training.
Industry Pressures and Regulatory Backdrop
These regulatory enhancements have surfaced as the Netherlands gambling sector copes with mounting pressure. At an industry conference in Stockholm, Peter-Paul de Goeij of the Netherlands Online Gambling Association labeled the current landscape as the “Dutch disaster.”
Official statistics indicate that only 49% of gambling revenue flows to regulated operators, with the remainder captured by illegal channels. Pontus Lindwall, CEO of Betsson, stated, “Regulation isn’t for the benefit of operators. It’s for protecting consumers, and failing to protect 50% is a failure.”
Industry participants have attributed the challenges to increasing taxes, tighter restrictions, advertising bans, and monthly deposit limits of €350 – or €150 for young adults – which, according to Peter-Paul de Goeij, have led to a surge in traffic to unauthorized gambling sites.
Holland Casino, which is state-owned, reported a €10.4 million loss last year, blaming increased taxation and stricter compliance requirements. The company’s auditors highlighted “serious doubts about its future.”
While the Ksa’s latest duty of care guidance underscores a commitment to consumer protection, it also draws attention to the fine line regulators must walk between robust safeguarding and sustaining a viable legal market. The effectiveness of these measures in rebuilding confidence or curtailing the shift to offshore platforms has yet to be determined.
- Author
Daniel Williams
