The Dutch Gaming Authority (KSA) has recently created new guidance to clarify operators' role in facilitating account closure. According to KSA findings, not all licensed companies were following the prior guidelines, and instead were creating barriers for players wishing to leave the platforms.
According to a press release from the regulator: "The main principle is that it must be made as easy as possible for gamblers to close their account when they request to do so."
One of the common techniques adopted by some companies was to require people to contact customer service; the companies would then use this opportunity to persuade people to stay.
The new guidance forbids this practice; moreover, it explicitly demands that all remaining funds in a terminated account are paid out without undue delay.
The highly regulated Dutch market puts a strong emphasis on responsible gaming. Since October 2024, operators have had to face affordability requirements when monthly deposits exceeded €300 ($341) for young adults or €700 for players aged 24 and above.
Despite a relatively small population (17.5 million people), the Netherlands boasts a growing iGaming market, having hit €4bn in total GGR in 2023 alone.
Player protection remains the KSA's main focus. Earlier this month, the government body took action against gambling venues after discovering a failure in their system's exclusion controls.
From 2025 to 2026, the Netherlands progressively raised its gambling tax to 37.8% in an effort to yield an additional €108m and €216m, respectively. However, the tax hike collected €2m in 2025 and €57m in 2026
