KSA warns ZEbet and Starcasino after players prevented from withdrawing funds
The two online casinos were let off with a warning after taking immediate measures to ensure players were paid out immediately.
Key points:
– The Dutch Gambling Authority launched an investigation following player complaints
– Both ZEbet and Starcasino were found to have terms and conditions that were prohibited
– The operators have since fixed the issue
Kansspelautoriteit (KSA), the Dutch gaming regulator, has warned ZEbet and Starcasino after they imposed unfair terms and conditions on player withdrawals.
This was triggered after a player reached out to the KSA to complain that they could not withdraw their funds from ZEbet, despite not using a bonus.
While operators can change how withdrawals work if certain bonus conditions are still live, such as not being able to withdraw winnings until certain playthrough requirements are met, this cannot be applied to general payouts.
The KSA contacted ZEbet to ask for an explanation regarding the matter, to which the operator responded that it was a technical error in the system.
The customer then received their money back and ZEbet took measures the same day to ensure this would not happen to other customers.
In the update, the operator explained that “this is why the KSA thinks a warning is enough for now.”
However, it’s been a busy week for ZEbet’s operator, ZEturf, as its sports betting brand ZEbetting was also warned by the KSA yesterday for accepting wagers on illegal tennis markets.
Good to know: Some exceptions allow operators to delay or restrict player withdrawals, but these are linked to AML and fraud, rather than asking players to wager funds or play a number of rounds
After investigating ZEbet, the KSA decided to check the terms and conditions of other providers, which led them to Starcasino.
According to the report, Starcasino’s general terms and conditions contained contradictions on wagering requirements and withdrawals.
Although the regulator has not specified further, it did emphasise that operators could not impose minimum amounts wagered before refunds could be issued.
Starcasino assured the KSA that, despite the potentially awkward wording, players were always paid out without delay. The terms and conditions have since been amended.
Starcasino has recently joined the IBIA to strengthen sports betting integrity in the Netherlands.
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