Dutch regulator tells casinos to remove barriers to account closure

The Dutch gambling regulator, Kansspelautoriteit, published further account-closure guidance on 23 September 2026 after identifying practices it considered unacceptable among licensed operators. Its central point is that closing an account at the player's request should be as easy as possible. The announcement concerns the Dutch regulated market; it is not a worldwide change to every casino's terms.

What the regulator says must change

The Ksa says operators must not require customers to contact support as a barrier to ending an account. If a player independently contacts support or chat to request closure, the conversation must not be used to persuade them to stay. The notice also says remaining funds must be paid without unnecessary delay and without attaching conditions to that payout.

The official announcement describes guidance clarifying the rules. It does not name an individual complainant, announce a personal compensation amount or establish how a particular player's account was handled. Those questions still require the account's own records.

Make the request and its timing clear

If you want to close an account, use a clear written request through the verified website or support channel and retain the acknowledgement. Keep the date, time and exact wording. If you have a remaining balance, ask how it will be returned and how you can obtain an account statement after closure. Do not assume that losing login access means the payment question has also been settled.

Distinguish ordinary closure from a request for self-exclusion because gambling is causing harm. Record which action you asked for and what the operator confirmed. If your concern is about gambling harm, a discussion of an unpaid balance should not become a reason to resume gambling while you wait for an answer.

Document the specific obstacle

A useful complaint explains what prevented closure: an unavailable control, repeated referrals between agents, a requirement to start a retention conversation or the absence of confirmation. Include the relevant reply, not a long collection of unrelated promotional messages. If an agent offers a bonus after your closure request, preserve the timing and context so the sequence can be reviewed.

For a balance problem, record the amount, currency, withdrawal request and stated reason for delay. Keep the request to close the account separate from any verification or payment-provider explanation. The point is to find out which step remains unresolved, not to assume that every delay has the same cause.

Apply the guidance to the correct market

Check the legal operator and the Dutch licence attached to the website you used. A casino serving another country under another authorisation may follow a different framework. If you report an issue, identify that relationship in the first paragraph. Clear jurisdiction information helps prevent a complaint being sent to a body that cannot handle it.

Use the account restriction guide when access and funds decisions have become confused, and the evidence guide before publishing a conversation. A dated closure request and a precise description of the barrier provide a stronger account than a general accusation that the casino refuses every customer.