Netherlands KSA warns operators on account termination rules and revokes lottery licence obtained by fraud

The Dutch regulator Kansspelautoriteit (KSA) has told licensed gambling companies to stop making account closure harder than it should be and to stop trying to talk players out of leaving. For PSPs and operators, the point is simple: if your customer service flow turns a closure request into a retention pitch, the regulator says that is not acceptable.

1. The KSA said it found that not all licensed operators were properly following the Netherlands’ rules on account termination. Its clarification says account closure must be made as easy as possible for players who request it, and operators must not create barriers such as forcing people to contact customer service first.
2. The regulator also addressed what happens to remaining balances: gambling companies must pay out any remaining funds without undue delay and may not attach conditions to that payout. In other words, the account is supposed to close cleanly, not enter a small administrative hostage situation.
3. The KSA specifically warned that if a player contacts customer service or uses chat to request termination, the company may not use that conversation to persuade the player to stay. The regulator said the practices it observed were “absolutely undesirable” and that the new guidance should leave no ambiguity about how account-closing processes must be structured.
4. Separately, the KSA revoked a lottery licence it said was obtained through professional fraud. The licence was registered in the name of football club Quick Boys from Katwijk, but the regulator found the club had not applied for it and had no connection with the websites offering the lottery.
5. According to the KSA, an unknown party impersonated the club’s chairman during the application process and then used the permit to set up lottery websites. The sites named by the regulator were loterij.quickboys.nl, loterijenqb.com, besteloterijqb.com, nieuweqb.com, bestenl.com, topnetherlands.com, newloterij.com, and topsloterij.com.