De Kansspelautoriteit has published two comprehensive studies alongside practical guidance addressing duty of care implementation by licensed online gambling operators in the Netherlands. The regulatory documents focus on personal interviews with at-risk players and the notification process for the Centraal Register Uitsluiting Kansspelen exclusion database.
Research Findings Drive Industry Consultation
The KSA conducted extensive research throughout 2025 examining how operators handle these critical player protection measures. Research outcomes were presented during a roundtable discussion with licence holders in December 2025, where industry participants shared practical experiences and implementation challenges.
The regulator identified significant variations in how operators approach these obligations, prompting the development of clearer guidance to standardise industry practices while maintaining flexibility for professional judgment.
Personal Interview Implementation Challenges
Personal interviews represent mandatory interventions when licence holders suspect excessive gambling behaviour or gambling addiction. The research revealed that operators apply these requirements differently and encounter substantial obstacles, particularly low player response rates.
The guidance clarifies key aspects including timing of interventions, contact methods, and conversation content. Operators retain discretion for tailored approaches and professional assessments within the regulatory framework.
Personal Interview Requirements
Personal interviews are mandatory interventions that operators must conduct when they suspect excessive gambling behaviour or gambling addiction. The guidance clarifies timing, contact methods, and conversation content while allowing operators discretion for tailored approaches within the regulatory framework.
CRUKS Notification Requirements
When operators identify serious indicators of problematic gambling or suspect addiction, they must advise players to register voluntarily in Cruks. If players refuse this advice, operators must submit notifications to the KSA, which can subsequently decide to involuntarily register players in the exclusion system.
Research findings showed operators apply this measure inconsistently, with practical questions about implementation timing and requirements. The Dutch gambling authority addressed three operators for various compliance issues in recent months, highlighting the need for clearer standards across the industry.
The guidance provides practical explanations covering notification timing and required information submissions.
CRUKS Notification Process
When operators identify serious indicators of problematic gambling, they must advise players to register voluntarily in CRUKS. If players refuse, operators must submit notifications to the KSA, which can then decide to involuntarily register players in the exclusion system.
Regulatory Clarity Without New Rules
The guidance documents contain no new rules but provide further explanation of existing obligations, giving licence holders enhanced clarity on duty of care execution. This approach enables safer gambling practices while respecting operational flexibility.
Industry Impact and Oversight
The KSA will incorporate these findings into ongoing supervision activities, with personal interviews and notifications remaining priority focus areas. The guidance represents a collaborative approach to strengthening player protection standards across the Dutch online gambling market.
According to KSA.
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