The Kansspelautoriteit (KSA) has issued a formal directive to all licensed online gambling providers in the Netherlands, clarifying the legal boundaries regarding player withdrawals and account termination. The regulator confirmed that charging players to close their accounts is strictly prohibited, while also addressing the growing trend of “manual” payouts through customer service.
The intervention follows an increase in player reports and industry inquiries. The KSA’s stance is clear: the process of exiting a platform or accessing one’s own funds must not be obstructed by hidden costs or unnecessary administrative friction.
Protecting the “Right to Exit”
A primary focus of the new guidance is the prohibition of fees related to account closures. The KSA noted that some operators had considered or implemented charges for terminating a player relationship, a move the regulator deems illegal under current Dutch law.
According to the KSA, such costs act as a “barrier”, potentially discouraging players from stopping their gambling activities. This aligns with the KSA’s 2026 player protection agenda, which prioritises making it as easy for a player to leave a site as it is to join one.
Payouts via Customer Service: When is it Legal?
The KSA also addressed the practice where operators require players to contact customer service to facilitate certain payouts, particularly for very small balances. While this “manual” process is not entirely banned, it is now subject to strict conditions:
- Prior Transparency: Players must be clearly informed before they play that small amounts may require customer service intervention.
- Immediate Execution: Once the player makes the request through the designated channel, the payout must be processed instantly.
- No Unfair Deterrents: The process cannot be used as a tactic to convince the player to keep their funds in the account or continue wagering.
A Broader Push for Market Integrity
This latest guidance is part of a high-activity period for the Dutch regulator as it moves into the second quarter of 2026. The KSA has recently intensified its focus on ensuring that operators stay within the technical and ethical boundaries of their licences.
- Product Limitations: The move follows recent actions where the Dutch regulator restricted the scope of sports betting, reminding operators that they cannot offer markets that fall outside their specific licence categories.
- Advertising Compliance: Enforcement remains at an all-time high, with the KSA recently cracking down on a Netherlands gambling advertising breach involving prohibited sports sponsorship.
What Operators Must Do Now
Licensed providers are expected to review their Terms and Conditions immediately to ensure no “exit fees” are listed. Furthermore, any operator utilising a “customer service payout” model for small balances must audit their communication flow to ensure players are not being left in the dark.
The KSA has warned that it will monitor player reports closely through the remainder of 2026. Failure to comply with these payout and closure standards will be treated as a violation of the Duty of Care, potentially leading to administrative fines or instructions.