TLDR The Netherlands Gambling Authority (KSA) released new guidance on how operators should handle problem gambling interventions after gathering feedback from license holders throughout 2025 Operators told regulators that problem gamblers often ignore calls and delete warning emails, making interventions difficult The KSA published a detailed manual covering when to intervene, which contact methods to use, and what staff should say during conversations with at-risk players New guidance clarifies the timeline and evidence needed for reporting players who refuse to join the Cruks self-exclusion system The KSA also warned licensed sportsbooks to remove illegal betting markets, including bets on subjective outcomes like MVP awards
The Netherlands Gambling Authority, known as the KSA, has released new guidance aimed at helping online gambling operators better protect players showing signs of addiction. The regulator also issued warnings to sportsbooks offering bets outside the legal boundaries of their licenses.
The new rules come after the KSA spent much of 2025 collecting data on how operators handle player safety. The regulator held a roundtable meeting with license holders in December of last year.
During that session, operators shared their day-to-day experiences trying to intervene with problem gamblers. They also described the obstacles they face in carrying out those interventions.
One of the biggest problems operators reported was that at-risk players simply refuse to engage. Problem gamblers often block phone numbers from operators or delete warning emails without reading them.
KSA Publishes Detailed Intervention Manual
Under Dutch law, gambling companies are required to step in immediately if they believe a player has a serious addiction. That means starting a direct and personal conversation with the customer.
However, the KSA’s research found that companies handle these conversations in very different ways. There was no standard approach across the industry.
To address this, the regulator