Key Moments:
- The Dutch regulator KSA has issued a warning to 888 due to inadequate customer service accessibility following its July 2025 market reentry.
- Players reported long wait times for live chat and problems receiving welcome bonuses, prompting the operator to hire more staff and resolve technical issues.
- KSA is preparing to introduce stricter oversight on operator influence and may implement new duty-of-care guidelines based on upcoming research findings.
Regulatory Warning Challenges 888’s Market Relaunch
888’s reintroduction to the Netherlands’ iGaming sector has encountered early difficulties after the Kansspelautoriteit (KSA) flagged significant concerns with customer service. Managed locally by Godwits Limited, part of ComeOn Group, the operator resumed business in July 2025. Soon after, the KSA reported receiving a notably high number of player complaints about inaccessible or unresponsive customer support, as well as delays in welcome bonus credits.
Operational Response and Player Compensation
Under Dutch law, iGaming providers are required to offer Dutch-language support and uphold strong duty-of-care standards for players. Godwits attributed the issues to an unexpectedly high volume of live chat requests, which led to long response times post-launch. The company responded by increasing customer service staffing and fixing a system issue that delayed welcome bonuses. Compensatory measures were provided to affected users, and the KSA confirmed that numerous reports had been submitted regarding the situation.
KSA Advances Player Protection Measures
This warning arrives as the KSA is set to enhance its supervision of how operators influence player behavior. Insights for these changes will come from a forthcoming report commissioned from Behavioural Insights Nederland, focusing on behavioral tactics employed by online gambling platforms. Outcomes may include tougher duty-of-care requirements for operators.
Michel Groothuizen, Chair of the KSA, stated:
“At the KSA, we understand that online providers, like other commercial companies, monitor what users do on their platforms and how they can influence that to their advantage. Thanks to this research, we have a better understanding of how they do this and can also provide more guidance on negative influence and things we no longer want to see.”
Ongoing Compliance Efforts and Market Implications
The regulatory notice to 888 emphasizes the ongoing focus on consumer safeguards and ensuring online operators meet the required standards for access and care, particularly for Dutch-speaking customers. Godwits underscored that the disruptions stemmed from logistical and technical challenges, not intentional actions, and noted the company’s continued investments in enhancing support services and compliance with KSA regulations.
This episode highlights the significant scrutiny facing operators in the Netherlands’ iGaming market and underscores the importance of responsive support and adherence to regulatory expectations as 888 works to solidify its presence in the country.
| Company | Operator | Regulatory Authority | Market Reentry Date | Key Issues |
|---|---|---|---|---|
| 888 | Godwits Limited (ComeOn Group) | Kansspelautoriteit (KSA) | July 2025 | Poor customer service accessibility, welcome bonus delivery delays |
- Author
Daniel Williams
