Dutch regulator calls out Lucky 7 Casino for customer service failings
As revealed yesterday (27 March), Kansspelautoriteit (KSA) has called out Lucky 7 Casino over inaccessibility of its customer service. Consumers who contacted customer service over the phone were told in an English-language recording that no one was available to take their call.
Lucky 7 Casino is licensed in the Netherlands to offer online games of chance.
KSA also noted information on the Lucky 7 Casino website about certain responsible gambling measures was published in English, while licensees are required to offer Dutch-language customer services channels.
This should be always available to customers and made easy for them to access.
“This is important because players, certainly in the context of the duty of care, must always be able to contact the provider in Dutch with questions or concerns about their gaming behaviour,” KSA said. “The website must also be available in Dutch.”
Lucky 7 Casino swiftly resolved the accessibility and language issues following discussions with the KSA.
Lucky 7 Casino also rapped over self-exclusion
Aside from the issues with customer service, KSA also raised concerns over another matter at Lucky 7 Casino, relating to self-exclusion requirements.
The regulator said it received several reports about users being able to gamble online via the website after self-excluding. In addition, some players received pop-up messages asking for additional deposits, again after blocking themselves from gambling.
KSA said it takes such issues “seriously”, noting that self-exclusion is an “important” tool in helping prevent gambling addition. It said that while Lucky 7 Casino has solved the issue, it would continue to monitor the operator, warning it could face enforcement action if it breaches regulations again.
“KSA continues to monitor developments at Lucky 7 Casino,” KSA said. “We are able to take enforcement action in the event of any new violations.”
Dutch market set for reform
The warning comes as the Dutch market prepares for major gambling reform. Last week, local industry stakeholders presented parliament with their recommendations for the pending gambling act reform.
KSA, monopoly operator Holland Casino, addiction care network Verslavingskunde Nederland and various other trade bodies and operators were among those that took part in the session.
Advertising was a prominent discussion point, with KSA proposing a new model for gambling products based on their risk profile. The regulator also said the Cruks national self-exclusion register works “poorly” in its current form.
The proliferation of the illegal gambling market was also a talking point during the session. On this, licensed operator Circus.nl said the upcoming tax increase to 37.8% of GGR would only serve to increase black market activity. It urged the government to consider a flat tax rate of 29% for licensed operators.
An updated gambling act is expected to hit parliament by the end of the year.