KSA Survey Raises Concerns Over Gaps in Player Protection

KSA Survey Raises Concerns Over Gaps in Player Protection

A recent investigation commissioned by the Dutch gambling authority, Kansspelautoriteit (KSA), has brought renewed focus to how gambling operators respond when problematic behaviour is detected. Based on a study of individuals already in recovery, the findings suggest that formal intervention mechanisms are not being used as frequently or as effectively as required by law.

The study was conducted with the assistance of AGOG, a Netherlands-based organisation that supports individuals seeking help for gambling-related problems. A total of 139 participants, all of whom had registered for treatment or support, provided accounts of their gambling history and the extent to which operators engaged with them during periods of problematic activity.

A significant portion of those surveyed reported receiving little to no contact from gambling providers, even when their behaviour displayed clear signs of distress or compulsion. Nearly seven out of ten participants reported that an operator had never approached them about their activity, while over four-fifths stated that they had not been issued any form of exclusion or restriction by gambling firms. In cases where an official ban was imposed, some respondents indicated that they responded by simply moving to another operator, including unlicensed platforms.

Although the sample size is relatively small and not representative of the full spectrum of gambling-related harm in the country, the regulator believes the results provide useful insight into how early signs of addiction are handled – or, in many cases, not handled – by licensed operators.

The data highlights a recurring pattern: gambling often begins early and intensifies over time. Most respondents had started gambling before the age of 24, and nearly half began before they reached 18. While land-based locations, such as arcades and casinos, played a central role in earlier gambling habits, more recent cases have shown a stronger link to online platforms. Respondents who developed habits in the past ten years overwhelmingly did so through digital means.

In many cases, players reported using both legal and illegal platforms, particularly during a period when licensed online gambling options were limited or unavailable in the Netherlands. Some turned to offshore websites after being barred from legal ones through the UK self-exclusion register. The presence of alternative channels made avoidance of gambling more difficult, even after self-initiated attempts to stop.

The study also highlights the complexity of problem gambling, extending beyond mere financial losses. While about half of the respondents had lost more than €50,000, others had accumulated far smaller losses. Yet despite the disparity in monetary impact, the broader social and psychological consequences, including relationship strain and mental distress, were common among participants.

Problematic behaviour such as attempting to recoup losses, gambling more frequently, or playing across multiple platforms simultaneously was reported widely among respondents. This cross-platform behaviour, in particular, has prompted KSA to suggest that a more unified approach to play limits might be necessary. Without coordination between operators, current safeguards may be easy to bypass.

The legalisation of online gambling in 2021 was mentioned by several respondents as having made gambling more accessible. Some described it as having increased the visibility of gambling products without delivering stronger protections. Advertising, peer influence, and the proliferation of venues, both digital and physical, were seen as ongoing triggers, even among those already in treatment.

Over half of the respondents said they had joined AGOG within the last two years, often citing relationship issues, financial stress, or mental health concerns as their main reasons for seeking support. Many had also enrolled with formal addiction services and committed to abstaining from gambling, yet they acknowledged that temptations remained prevalent in their daily lives.

The regulator's conclusion is that the existing system of operator-led intervention requires further evaluation. While the legal requirement for gambling firms to act when warning signs emerge remains in place, the actual implementation appears inconsistent. Personal outreach, which is intended to be a core element of early intervention, was reportedly rare or absent in many cases.

As a result, the KSA has expressed its intent to engage more directly with both operators and policymakers to examine how oversight can be tightened. Future discussions are likely to explore how operators can be compelled to act more decisively and whether mechanisms such as coordinated play limits or more targeted communications can help reduce harm.

Though the study participants represent a specific subset of the gambling population—individuals already seeking help—the findings point to recurring gaps between policy expectations and lived outcomes. The regulator appears poised to use this information as a catalyst for further reforms in its monitoring approach and enforcement priorities.