TLDR
- The Netherlands Gambling Authority (KSA) released new guidance on how operators should handle problem gambling interventions after gathering feedback from license holders throughout 2025
- Operators told regulators that problem gamblers often ignore calls and delete warning emails, making interventions difficult
- The KSA published a detailed manual covering when to intervene, which contact methods to use, and what staff should say during conversations with at-risk players
- New guidance clarifies the timeline and evidence needed for reporting players who refuse to join the Cruks self-exclusion system
- The KSA also warned licensed sportsbooks to remove illegal betting markets, including bets on subjective outcomes like MVP awards
The Netherlands Gambling Authority, known as the KSA, has released new guidance aimed at helping online gambling operators better protect players showing signs of addiction. The regulator also issued warnings to sportsbooks offering bets outside the legal boundaries of their licenses.
The new rules come after the KSA spent much of 2025 collecting data on how operators handle player safety. The regulator held a roundtable meeting with license holders in December of last year.
During that session, operators shared their day-to-day experiences trying to intervene with problem gamblers. They also described the obstacles they face in carrying out those interventions.
One of the biggest problems operators reported was that at-risk players simply refuse to engage. Problem gamblers often block phone numbers from operators or delete warning emails without reading them.
KSA Publishes Detailed Intervention Manual
Under Dutch law, gambling companies are required to step in immediately if they believe a player has a serious addiction. That means starting a direct and personal conversation with the customer.
However, the KSA’s research found that companies handle these conversations in very different ways. There was no standard approach across the industry.
To address this, the regulator published a detailed manual. The guide tells operators exactly when they should intervene and which contact methods tend to work best.
It also suggests what staff members should say during these conversations. At the same time, the KSA said it still wants operators to use their own professional judgment rather than following a rigid script.
The goal is for customer service teams to tailor each interaction to the specific player. The regulator believes a personalized approach is more effective than a one-size-fits-all method.
The Netherlands operates a central self-exclusion system called Cruks. When an operator identifies serious signs of problem gambling, they are required to recommend the player register with this database.
Signing up for Cruks immediately blocks the player from accessing all legal gambling websites in the country. If a player refuses to register, the operator must report that person directly to the KSA.
Self-Exclusion Reporting Process Gets Clearer Guidelines
The regulator then has the authority to place the player on the exclusion list without their consent. But operators told the KSA they struggled with this process.
Many said they found it hard to verify whether a player actually followed through on a recommendation to register. They were also unclear on exactly when they needed to alert the authorities.
The new guidance addresses this by laying out a specific timeline for reporting. It also lists the exact evidence the KSA requires before it can take action.
The KSA made clear that the new guidance does not introduce any new laws. The regulator said it is simply providing better explanations of obligations that already exist under current Dutch gambling legislation.
In a separate action last week, the KSA sent warnings to licensed sports betting operators. Investigators found several providers offering wagers that fall outside what Dutch law allows.
Some websites were letting users bet on subjective outcomes, such as picking the Most Valuable Player of a tournament. Dutch law only permits bets on objective athletic events like match scores or goal totals.
The KSA contacted the operators directly, and the companies removed the illegal betting markets from their platforms.
