Image credit: Illustrative cover art. Not a depiction of any operator or individual.
The Kansspelautoriteit (KSA) has issued new guidance saying Dutch gambling operators must make it easy for players to close their accounts when they ask. The guidance was published on 23 September 2026.
The KSA found that not all licensed operators follow the rules on ending an account correctly. It names two practices it considers unacceptable. The first is requiring a player to contact customer service before the account can be closed. The second is using a closure request as a chance to persuade the player to stay.
The guidance states that when a player contacts support to ask for closure, the operator may not use that conversation to talk them out of it.
Any remaining balance must be paid out without unnecessary delay. The operator may not attach conditions to that payment, the KSA says.
For bettors: a request to close an account should not need a phone call or a chat that tries to change your mind. If the process stalls, keep a written record of your request and the date you made it, and raise it with the operator and the KSA.
For operators: the KSA says there should now be no doubt about how the closure process must work. Forcing a customer-service contact before closure, and using that contact to steer a player toward staying, are the practices the regulator has singled out.
Source: KSA news release, 23 September 2026 (translated from Dutch).