Ksa clarifies that players must be able to close their accounts without obstacles

The Kansspelautoriteit (Ksa), regulator of gambling in the Netherlands, has reinforced the requirement that all licensed operators must allow users to close their gaming accounts upon request, without barriers or delays. The new guidance, published on September 23, 2026, addresses practices identified by the regulator that hindered account closures and prevented players from accessing this basic right freely.

Key principles of the guidance on account closures

The Ksa emphasizes that it is mandatory to facilitate account closures "to the fullest extent" for those who request it. According to the guidance, the process must be accessible from the operator's platform, without requiring unnecessary additional steps. Any measure that complicates the closure, such as requiring prior contact with customer service, is prohibited.

"The fundamental principle is that people who gamble should be able to close their account whenever they wish, in the simplest way possible." — Kansspelautoriteit

When a user contacts customer service or opens a chat requesting to close their account, the company must not use the conversation to try to persuade them to remain in the service. According to the Ksa, such persuasive strategies are unacceptable and are expressly prohibited in the new guideline.

Rules regarding remaining balances after account closure

The guidance also sets out how operators must manage the money left in the account at the time of closure:

• Operators must return without unjustified delays all remaining balances.
• They cannot impose additional conditions for reimbursement.
• The payment must be made through the usual method used for deposits or withdrawals.

This eliminates ambiguous interpretations that previously allowed some operators to delay payment or condition the restitution of funds.

Undesirable practices according to the Ksa

The regulator expresses a negative assessment towards various account closure practices observed in the past, including:

• Forcing the player to complete unnecessary steps to request closure.
• Using commercial arguments through personal conversations to try to keep them active.
• Deliberately delaying the process of returning funds.

The Ksa states that such actions will no longer be acceptable under the new guidance and that operators have a duty to update their procedures according to the clarifications effective from September 2026.

Unambiguously: strict compliance for Dutch operators

The guidance published eliminates any interpretative doubts regarding how the account closure process should be structured. From its implementation, it is expected that all licensed operators in the Netherlands will carry out:

1. A simple, accessible, and quick account closure process.
2. Immediate and unconditional reimbursement of remaining balances.
3. Abstention from practices aimed at retaining customers who request closure.

The Ksa warns that it will monitor compliance with these criteria and that any deviation from the established standard will be deemed unacceptable.

Regulatory context for operators in the Netherlands

This update has a direct impact on the daily activities of B2C operators and provider platforms in the Dutch market. The requirements focus on both consumer protection and ensuring competition that conforms to local regulatory standards. Operators who do not implement these changes in their systems and procedures will be subject to possible interventions by the Netherlands Gaming Authority.

For more information on regulatory standards and other provisions in the Dutch market, consult the regulation section.