Ksa adds new guidance on account closure

(PRESS RELEASE) -- The Dutch Gaming Authority has found that not all licensed gambling companies properly follow the rules regarding account termination. The Ksa considers this unacceptable and has therefore further clarified the regulations with guidance. The main principle is that it must be made as easy as possible for gamblers to close their account when they request to do so.

Gambling companies sometimes create barriers that make it more difficult to terminate an account, for example by requiring people to contact customer service first. The Ksa emphasizes that this is not permitted. When someone contacts customer service or chats themselves to request termination, the gambling company may not use that conversation to persuade people to stay.

The drafted guidance also provides additional clarification on what should happen with any remaining funds. Gambling companies must pay out the remaining money without undue delay and may not impose any conditions on this.

The Ksa emphasizes that it considers the previously observed practices to be absolutely undesirable and that, with the new guidance, there should no longer be any ambiguity regarding how the process for closing accounts should be structured.