The Dutch Gaming Authority has issued new guidance after finding that some licensed gambling companies do not correctly follow the rules on player account termination.
It said players must be able to close their accounts easily whenever they choose. The regulatory body found that closure information on some operator websites was incomplete, inaccurate or difficult to locate.
This guidance does not introduce new rules. Instead, it is intended to help operators apply existing obligations consistently and remove practices that make closing an account harder than it should be.
Players must be able to close accounts without delay
The regulator said some gambling companies create unnecessary barriers, including requiring a customer to contact support before their account can be closed. It said this is not permitted.
When a player contacts customer service or uses chat to request closure, operators must not use the conversation to persuade them to remain or keep their account.
“A player must be able to close their account whenever they want,” the KSA said. “Ending a registration is final,” it added, explaining that termination is not a temporary account deactivation or pause in participation.
Self-exclusion cannot be substituted for account termination
The KSA stressed that self-exclusion serves a different purpose and cannot replace a request to close an account. A player does not need to take a break or enter a self-exclusion scheme before ending their registration.
“A license holder may also not offer these measures as an alternative to termination”, the regulator said.
Operators may provide neutral information about the consequences of closure or explain the difference between termination and exclusion if a player is uncertain. This information must not delay or discourage the request.
Operators cannot use verification, bonuses or payout terms as obstacles
The guidance identifies further barriers, including demanding an ID upload, requiring a bank account to be verified again, or offering bonuses and incentives to persuade a player not to leave.
Any balance remaining in a player’s account must be paid once the account is closed. “A license holder may not impose conditions that delay this payout,” the KSA said. Operators cannot impose a minimum balance before returning funds or charge a fee to close an account.
The regulator said its guidance should remove uncertainty around account termination and clarify operators’ obligations.
The KSA has revealed that closing a gambling account must be treated as a final customer decision. Requiring support contact, repeat verification or offering bonuses can turn a simple request into friction at exactly the wrong point. The guidance reminds brands that player protection also involves removing barriers when someone wants to leave.
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