Dutch regulator clarifies Cruks notifications and interview rules
Table of contents
- The Netherlands Gambling Authority has published two studies alongside additional guidance on the implementation of duty of care obligations for online licence holders.
- The documents clarify how operators should conduct personal interviews with at-risk players and when to submit notifications for Cruks registration.
- The guidance introduces no new rules, but aims to resolve inconsistencies in how operators apply existing obligations.
The Netherlands Gambling Authority (Kansspelautoriteit, KSA) published two research papers and additional guidance on 1 April 2026 to help online gambling operators better implement their duty of care obligations.
The documents offer clarification on two specific areas: personal interviews with players showing signs of excessive gambling behaviour, and the submission of notifications for registration in the Central Register for Exclusion from Gambling (Cruks).
The KSA conducted the underlying research in 2025. Results were presented at a roundtable held in December 2025, attended by licence holders, where practical experiences and implementation bottlenecks were gathered. Based on that input, the regulator drew up the additional guidance to provide greater clarity on implementation.
Conducting interviews
The personal interview is a far-reaching intervention that operators must initiate when there is a suspicion of excessive gambling behaviour or addiction. Research found that licence holders interpret this requirement differently and face practical obstacles, including a low response rate from players.
The new guidance sets out expectations around the timing of the intervention, the form of contact, and the content of the conversation, preserving room for professional judgment where circumstances vary between players.
If a licence holder identifies serious signs of problematic behaviour or suspects a gambling addiction, the player must be advised to register with Cruks. Should the player fail to do so, the operator is required to report this to the KSA, which may then decide to involuntarily register the player in the exclusion system.
Cruks notifications
Research found that operators apply the Cruks notification measure inconsistently, and that questions around its practical implementation remain widespread. Among the issues identified, it can be difficult for operators to verify whether a player has actually registered following advice to do so, and it is not always clear when a notification must be submitted.
The guidance addresses both points directly, providing clarity on the timing of submissions and the information required when notifying the KSA.
The documents do not introduce new rules. They provide further explanation on the application of existing obligations, giving operators a clearer reference point for fulfilling their duty of care requirements.
Wider regulatory context
The publication sits within a broader enforcement drive by the KSA. The regulator’s Supervisory Agenda 2026 identifies duty of care as one of five priority areas for the year, with particular focus on gaming limits, behavioural analysis and the speed of intervention when risk signals are detected.
KSA Chair Michel Groothuizen has noted that high deposits have been falling on average since the introduction of mandatory affordability checks and net deposit limits, and that compliance has been improving. He stressed, however, that more work remains and confirmed duty of care would remain a key priority throughout 2026.
Enforcement actions have intensified alongside the policy work. The KSA issued a binding instruction to bet365 in January 2026 for failing to adequately respond to player financial risk signals, and handed Unibet a €4 million fine in December 2025 for inadequate player protection.
The regulator fined Novatech €24,846,000 and Fortaprime SRL €1,795,000 for offering illegal online gambling to Dutch players. At least seven licensed operators have been investigated or are currently under investigation for failing to adequately protect players from excessive losses.
The KSA has also been expanding its international footprint. It recently launched a European Regulators’ Network on Communication alongside Denmark’s Spillemyndigheden, bringing together seven regulatory bodies to address communication challenges and strengthen public campaigns across Europe.
With licence renewals due from October 2026, operators will face a compliance assessment covering their track record over the past five years. The additional guidance provides a clearer benchmark against which the KSA will measure performance when renewal applications are evaluated, raising compliance expectations ahead of a critical deadline for the Dutch market.
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