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On an unspecified date, the Kansspelautoriteit (KSA), the Netherlands gambling authority, issued clarification to online gambling operators regarding account closure procedures and player fund withdrawals. The guidance was prompted by player complaints and operator inquiries regarding costs and conditions associated with account closures and payouts. The KSA confirmed that operators must close player accounts upon request and pay out remaining balances without unnecessary delay. Critically, operators are prohibited from charging fees for account closure itself, as such charges may deter players from closing accounts. However, operators may charge fees under specific conditions for account management, executing withdrawals, or using particular payment methods, provided these fees are clearly communicated to players in advance. Regarding fund withdrawals, operators must process payouts without undue delay when requested by players, unless additional investigation is required. Operators are prohibited from imposing structural conditions that delay withdrawals, including minimum withdrawal amounts. While the KSA found no evidence of operators systematically imposing minimum thresholds, it identified instances where operators redirect small withdrawal requests to customer service. The KSA permits this practice only when players are clearly informed of the procedure and withdrawals are subsequently executed immediately. The guidance addresses concerns arising from player reports of withdrawal conditions such as minimum amounts and additional customer service requirements, as well as operator questions regarding permissible fees for account closure. REFERENCES: Kansspelautoriteit (KSA) – Meer duidelijkheid over kosten bij accountsluiting en uitbetaling spelerstegoeden

On April 2, 2026, the Netherlands Gambling Authority (KSA) provided clarification to gambling providers regarding the charging of fees in relation to account closure and the handling of player payouts via customer service. The clarification follows reports from players and queries from operators. KSA confirmed that operators must close a player’s account upon request and ensure that any remaining balance is paid out without undue delay. It is not permitted to charge players a fee for closing their accounts, as this could create a barrier to account closure and undermine player protection. While account closure itself must be free of charge, the KSA noted that operators may, subject to transparency requirements, charge fees for account management, payout processing, or specific payment methods. Any such costs must be clearly and unambiguously disclosed to players in advance. In relation to payouts, the KSA emphasised that player funds must be paid out without undue delay upon request. Operators are not permitted to impose structural conditions, such as minimum payout thresholds. The KSA also addressed the use of customer service for processing smaller payouts. While this practice is not prohibited, it is only acceptable where players are clearly informed in advance, and the payout is processed immediately upon request. The clarification reinforces existing obligations on operators to ensure fair, transparent, and prompt handling of player funds.

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Netherlands Gambling Authority Clarifies Account Closure and Player Fund Withdrawal Rules

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Dutch gambling authority clarifies rules on account closure fees and payout procedures