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Kansspelautoriteit publishes guide on operators’ duty of care
The Kansspelautoriteit, the Dutch gambling regulator, has published new guidance on duty of care measures by online gambling license holders and has shared two new studies.
The publications cover personal interviews and the submission of notifications for registering in the Central Register for Exclusion from Gambling, which were conducted back in 2025 and discussed with operators during a roundtable meeting in December 2025.
Regarding personal interviews, this measure is considered a far-reaching intervention that is required when there’s suspicion of excessive gambling or addiction. The new guidance has given more clarification about the timing of the intervention, the form of contact, and the content of the conversation. The KSA has provided additional information about the implementation of personal interviews, as operators were facing issues like low response rates from players.
For the second publication about self-exclusions, the KSA has noted that if signs of problem gambling are observed, then the player must be advised to register in the self-exclusion system. If the player doesn’t comply, the issue must be reported to the KSA, after which the regulator may decide to involuntarily register the player in the self-exclusion system.
The KSA stated that the guidelines are for providing more explanation of the application of existing rules to give operators clarity about the fulfilment of their duty of care.
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