The Dutch Gambling Authority (KSA) has issued a formal warning to online gambling operator Smart Gaming, which trades under the Betnation brand, after a technical error resulted in mandatory self-exclusion checks not being carried out for a number of players between January and March 2026.
Under Dutch regulations, licensed operators must verify every player against the Cruks national self-exclusion register before allowing them to gamble.
The system, also known as Gokstop, is designed to prevent individuals who have voluntarily excluded themselves from accessing legal online gambling platforms, casinos and slot machine venues. Around 118,000 people are currently registered with Cruks.
According to Betnation, a technical issue prevented the required checks from taking place for a limited number of customers during the affected period. After identifying the error, the operator conducted a manual review to determine which accounts may have been impacted.
The investigation found that, for a small group of players, it could not be established with certainty whether they had been registered with Cruks at the time they were gambling.
The operator confirmed that one player who was listed on the register was nevertheless able to participate in gambling activities.
The KSA described the failure as "highly reprehensible", stressing that individuals who enrol in Cruks should be able to rely on the system preventing access to licensed gambling operators.
Betnation voluntarily reported the incident to the regulator and has since implemented measures to prevent a recurrence. The company also compensated affected players financially and said it will work with responsible gambling partners to explore additional support options, including assistance programmes and care services.
Taking these remedial actions into account, the KSA opted to issue a warning rather than impose further sanctions. However, the regulator reiterated that operators remain responsible for ensuring their control systems function correctly and must report and resolve technical issues without delay.
The warning is the latest in a series of regulatory actions from the KSA. Earlier this month, the authority cautioned Dutch licensed operators over stalling market growth and a drop in channelisation to 53%, while also flagging ongoing concerns around illegal competition and player protection.
KSA has also been active ahead of the 2026 World Cup, writing to sports betting licensees to remind them of advertising rules and launching a campaign aimed at young adults under the slogan "Don't lose yourself by playing."
Cruks currently contains approximately 118,000 self-excluded individuals who are barred from accessing legal gambling operators in the Netherlands
