March 10, 2023 - 12:19 pm

Investigation into duty of care of online gambling providers

In 2022, the Gambling Authority (Kansspelautoriteit (Ksa) launched an investigation into how online gambling providers fulfil their duty of care with regard to gambling addiction. The initial findings are intriguing and raise new and deeper questions about what duty of care looks like in practice. It was therefore decided to extend the scope of the study. The investigation will therefore continue until the second quarter of 2023.

Ksa requested information from a number of online gambling providers and conducted extensive research into the information provided. An important initial finding is that providers shape their duty of care very differently. Moreover, the information presented did not provide sufficient information on the exact course of the provider's duty of care. These findings prompted Ksa to request additional information, which will be discussed with the provider in the coming period. This means that the investigation will take longer than previously expected.

The investigation was also launched in 2022 after several signals

The investigation was also launched after several signals came in that players were losing large amounts of money in a short period of time. This prompted us to further investigate how policies, processes and practical implementation of the duty of care are implemented and structured. The initial findings were very diverse. A few examples:

  • There are large differences in how losses are handled, average losses, playing time and number of bets.
  • A small number of players are responsible for a large proportion of losses, playing time and bets.
  • Young adults are specially supervised as part of their duty of care, but in an unclear way.

A final report will be issued upon completion of the study.

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