Key points:
- The KSA has contacted Noord Zuid Alliantie B.V. after its customer service phoneline was left unattended for an undetermined period of time
- This is important to support customers who may be calling about account problems or potentially harmful gambling behaviour
- The operator is complying with the KSA and solving the issues raised
The Kansspelautoriteit (KSA), the Dutch Gaming Authority, has notified Noord Zuid Alliantie after it was found that no one was answering customer service calls at its online site, Lucky 7 Casino.
When anyone tried calling the number listed on the website, a tape would play in English explaining that no-one was available right now.
Not only does an online casino have a duty of care to have its customer service lines manned at all times, but companies with a licence from the KSA must also have a Dutch-speaking customer service available, too.
This is because phone lines are still a key way for players to reach out about potentially harmful or concerning gambling behaviour.
If an operator wants to offer games to players in the Netherlands, then the website must also be available in the Dutch language.
Since the KSA raised this issue with Noord Zuid Alliantie, the operator has solved the problems regarding accessibility and language options.
Good to know: Although the Lucky 7 Casino had its logo superimposed over the Dutch flag, it still didn’t have full accessibility for Dutch players
However, the KSA has also received reports of players receiving pop-ups prompting additional deposits after they had self-excluded themselves from the site.
The KSA has stated that it will continue to monitor developments at Lucky 7 Casino, but emphasised that the Authority can take enforcement action in light of any new violations.
Only a few days ago, the KSA published its 2024 annual report detailing its newly established Online Duty of Care team and consumer awareness campaigns.
