Key points:
- The KSA has submitted an official warning to TonyBet
- The operator was not providing 24/7 Dutch-speaking customer services
- This discrepancy has since been rectified, with no additional action taking place
Holland’s gambling regulator, Kansspelautoriteit (KSA), has issued an official address to operator TonyBet following an investigation, which concluded that the company was not offering a 24/7 Dutch-speaking customer service helpline.
As stipulated in Dutch gambling law, all companies licensed with the KSA are required to ensure the provision of a Dutch-language customer service, which is available to access by players at all times.
After TonyBet launched its website in the Dutch market in late 2024, the KSA received a communicative submission from a player that it could only interact with the company's customer services in English.
Subsequently, the Authority contacted TonyBet, with the operator taking immediate action to rectify this legislative infringement.
Following the KSA’s enquiry, TonyBet has since hired additional Dutch-speaking customer assistants and restored a 24/7 Dutch-speaking customer service helpline. No additional action has been specified by the KSA.
This news comes in the wake of an additional development in the Dutch market for TonyBet, which saw the operator join the affiliate quality marker Keurmerk Verantwoorde Affiliates (KVA) in May 2024.
Good to know: TonyBet has been licensed with the KSA in Holland since 2022
It has been a busy start to 2025 for the KSA, which kicked off the year by announcing a new fine policy for 2025.
Further, the Authority also set out a new supervisory agenda for the year in January, underlining underage gambling and advertising rules as two key areas to combat throughout the year.
More recently, last week, the KSA released statistics which reported on the success of its new online gambling rules – highlighting a positive impact on the market during the initial period of implementation.
