KSA said a recent investigation discovered that nine online operators were obstructing payouts to customers, with another four suspected of doing so. According to the Dutch Gambling Act, player payout requests must be actioned immediately and without conditions.

The breaches were discovered after the regulator reminded all operators in March 2024 as to their regulatory requirements. At the time, KSA outlined examples of conditions that a provider may not use, such as minimum payout amounts and wagering requirements before the provider pays back.

In the weeks afterwards, KSA acted after the 13 operators were found to be or suspected of breaching their obligations.

All 13 providers must confirm in writing that they do not impose minimum withdrawal amounts or other requirements.

KSA said in a statement: “A provider may not impose structural conditions that prevent direct payment. Player credits must therefore be refunded without unnecessary delay. Nevertheless, the KSA receives signals that providers of online gambling do impose conditions on the payment of player credits.”

What the Dutch Gambling Act says about payouts

Under the Gambling Act all licensees must ensure the secure processing of payments and the distribution of player credits. The legislation also mandates that at the moment the player requests credit, the licensee must debit the gaming account in the player’s favour.

In July KSA chairman Michel Groothuizen praised licensed operators for generally adhering to new requirements imposed by the regulator, particularly during this summer’s UEFA Euro 2024 tournament. He said the majority of licensed operators had followed the rules in place.

At the time Groothuizen said: “We called on gambling operators to show their best side and, yes, they have shown it. But this did involve closely following laws and regulations. Almost no legal operators crossed the line.”