The Kansspelautoriteit, the Dutch gambling regulator, has released new research and guidance clarifying operators’ obligations regarding personal interviews with players and the submission of notifications to the Central Exclusion Register (Crucks). While no new rules have been introduced, the documents—published on April 1—provide clearer direction on how existing requirements should be implemented.

Key areas: Interviews and Crucks notifications
The guidance focuses on two critical areas. The first is conducting personal interviews with players who show signs of excessive gambling or addiction. The second is Crucks notifications—registering players in the exclusion system when problematic behavior is identified.

The research underpinning the guidance was completed in 2025 and presented in December 2025 during a roundtable with licensed operators. Feedback from that session played a key role in shaping the regulator’s subsequent clarifications.

KSA’s duty of care stems from the Remote Gambling Act (KOA), which came into force in April 2021. Since then, the regulator has steadily strengthened enforcement, introducing measures such as affordability checks, the Crucks exclusion register, and a range of intervention requirements to protect players from addiction and financial harm.

Personal interviews
When players exhibit risk signals, operators are required to intervene. KSA found inconsistencies in how licensees interpret this obligation, as well as challenges such as low player response rates. The new guidance clarifies expectations around scheduling interventions, methods of contact, and the content of conversations.

At the same time, the document allows operators to apply professional judgment based on individual player circumstances, recognizing that each case may differ.

Crucks notifications
If serious signs of addiction are detected, players must be registered in the Crucks system. If a player refuses registration, operators must notify KSA, which may then initiate a mandatory registration procedure. The regulator noted irregularities in how operators apply this measure, due to difficulties verifying whether players have completed registration and uncertainty over notification timing. The new guidance now specifies when notifications must be submitted and what information they must include.

Enforcement context
These clarifications form part of KSA’s broader enforcement efforts. For example, its Supervisory Agenda 2026 identifies duty of care as a top priority, alongside game limits, behavioral analysis, and timely intervention.

KSA Chairman Michael Groothuisen stated that since the mandatory introduction of affordability checks and net deposit limits, the number of high-value deposits has declined and compliance levels have improved. However, he emphasized that further progress is still needed.

Recent enforcement actions include a binding instruction issued to bet365 in January 2026 for failing to respond to financial risk signals, and a €4 million ($4.6 million) fine imposed on Unibet in December 2025 for insufficient player protection measures. Significant penalties have also been imposed on illegal operators, including a €24.8 million ($28,995,282) fine against Novatech and a €1.79 million ($2.09 million) fine against Fortaprime SRL.

At present, investigations into at least seven licensed operators are ongoing, with suspicions that they failed to effectively prevent excessive player losses.

Expanding international cooperation
At the international level, KSA has partnered with the Spillemyndigheden to launch the European Regulator’s Network on Communication. The network brings together seven regulators to strengthen public awareness campaigns and address communication challenges across Europe.

Looking ahead
The next round of license renewals is scheduled for October 2026. Operators will undergo compliance assessments covering the past five years. This clarified regulatory framework provides a benchmark for performance evaluation and raises industry expectations as a key deadline in the Dutch market approaches.