SBC News Voice of the Sports Betting Industry
Betsson-owned gambling provider TonyBet has completed a revision of its customer support policies concerning players based in the Netherlands.
The Dutch gambling authority, Kansspelautoriteit (KSA), approached the operator after establishing that it is missing a 24-hour customer service telephone line with Dutch language support.
According to the regulator, a Dutch-speaking customer brought the issue to light after complaining that the service offered to him through the telephone was only available in English.
In order to ensure compliance with the mandatory duty of care practices, local regulations require every Dutch licensee to have a dedicated Dutch customer support line available at all hours of the day.
TonyBet received its license in November 2022, securing its place in the country until 2027. This development came only a year after the Netherlands launched its regulated online gambling market with the Remote Gambling Act (KOA) 2021.
Recent developments however have seen the framework put under scrutiny by the political establishment.
Legal Protections Secretary Teun Struycken is planning to introduce a reformed online gambling bill by the end of this year, with increased KSA regulatory powers, limited gambling advertising and stricter under-24 player protection rules on the agenda.
Responding to a legislative amendments proposal submitted last year by two of the Kamer’s reformist parties, Struycken commented: “In 2021, the online gambling market was legalised. Since then, the number of people who have started gambling online has increased.
“In addition, the number of risk and problem gamblers is also increasing, especially among minors and young adults.
“Although various adjustments have been made since legalisation to better protect online gambling players, such as the ban on non-targeted advertising and the rules regarding playing limits, more is needed.”
