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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.
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.
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.
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.
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.
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.
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