Ksa Tightens Rules: Online Casinos Must Simplify Account Closure

The Dutch Gaming Authority, Kansspelautoriteit (Ksa), is taking decisive action regarding player rights. In a formal statement issued on 23 September 2026, the authority noted that not all licensed gambling companies have been following the rules for account termination correctly. The Ksa considers these lapses unacceptable and has subsequently clarified the regulations through new guidance. The core principle is that it must be made as simple as possible for gamblers to close their accounts upon request. This move addresses tactics where operators build artificial barriers to retain customers who have already expressed their desire to leave.

A primary focus of the new guidance is the elimination of mandatory customer service contact for account deletion. Previously, players were often forced into chats or phone calls before a closure request was processed. During these interactions, staff frequently attempted to entice users to stay with bonus offers or persuasive arguments. Such practices are now strictly prohibited. A player's decision to exit must be respected immediately, without the operator misusing the process for marketing or retention efforts. Furthermore, there are no more excuses regarding remaining funds: money must be paid out without undue delay and without imposing additional conditions.

Numbers and facts

The new Ksa requirements aim to increase transparency and user-friendliness. While licensed operators in the Netherlands are already subject to strict player protection rules, recent audits uncovered significant gaps. The authority emphasized that the observed barriers are absolutely undesirable. A key element of the guidance concerns the payout of residual balances. Operators are no longer allowed to set high minimum withdrawal limits for final payouts or introduce complicated verification steps that exceed legal requirements just to stall the process.

"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." - Representative of the Kansspelautoriteit (Ksa)

Comparison with similar financial regulations shows that account inactivity is often highly regulated. For instance, guidelines for reloadable prepaid accounts suggest that records can be closed after 180 days of inactivity, provided remaining balances are secured. The Ksa is now ensuring that similarly high standards apply to the gambling sector, preventing funds from effectively disappearing into the operators' pockets simply because a player stopped using their account.

Background

The Dutch market has been strictly regulated since its opening in October 2021. The Ksa maintains close supervision over Gross Gaming Revenue (GGR) and operator conduct. The necessity of explicit guidance for account closure suggests that the industry has attempted to reduce churn rates through questionable methods. The authority has made it clear that fair competition cannot exist if player protection is sacrificed for customer retention. The new rules leave no room for ambiguity regarding how the termination process must be structured.

This development is noteworthy compared to other jurisdictions. While many EU countries only require the existence of a delete button, the Ksa is going further by regulating the communication allowed during the deletion process. This combats so-called "Dark Patterns" in marketing, where users are psychologically manipulated into staying subscribed or active. For operators, this means a significant shift in system design, as automated processes must now take precedence over manual retention efforts.

Why it matters for German players

For German players active with operators licensed by the Gemeinsame Glücksspielbehörde der Länder (GGL), the situation is similar but even more specific due to the State Treaty on Gambling 2021 (GlüStV 2021). Germany already utilizes the central OASIS blocking system and the LUGAS limit control system. Anyone playing in Germany is protected by the 1,000 Euro monthly deposit limit and the 1 Euro per spin limit for virtual slots. Account closure must also be straightforward under these regulations.

The Dutch decision could serve as a model for the GGL if German operators start complicating account deletions via customer service requirements. German players should ensure they only play at casinos on the official GGL whitelist. These providers are guaranteed to handle funds correctly during termination. If an operator in Germany tries to block a closure or delay it with bonus offers, players can report them directly to the GGL in Halle. Player protection is the top priority in Germany, and LUGAS monitoring ensures operators cannot evade their obligations.

What it means for GGL-licensed casinos

German casinos with a GGL license must take player protection seriously. The guidelines from the Netherlands show that European regulators are increasingly coordinating and learning from best-practice examples. Operators active in multiple European markets will now need to standardize their processes across the continent. A customer-friendly exit process is not just a legal requirement but a hallmark of a reputable business. Those who create obstacles risk not only fines but also the long-term loss of their German license.