Netherlands: regulator says players must always be able to close their gambling account

What the Ksa found

The Ksa said it had seen licensed gambling companies put obstacles in the way of players who want to close their accounts — for example, requiring them to contact customer services first. The regulator said this is not allowed and described the practices as "absolutely undesirable".

What the guidance requires

• Closing an account must be made as easy as possible when the player asks.
• Players cannot be required to contact customer services before closing.
• If a player contacts customer services or chat to close, the operator may not use that conversation to persuade them to stay.
• Any money left in the account must be paid out without unnecessary delay and without conditions.

What happens next

The Ksa said that with the guidance in place there should be no remaining doubt about how account closure must work. It did not name any operators.