Kansspelautoriteit Warns Lucky 7 Casino for Customer Service Failures
The Dutch Gambling Authority, the Kansspelautoriteit (KSA), has issued a formal warning to an operator for failing to meet customer service requirements.
LISTEN TO THIS ARTICLE:The regulator found that the gambling company was not providing any form of customer support, an infraction under Dutch gambling laws, and warned that if the issue isn’t addressed, the company could face penalties.
Customer Support Was Entirely Unavailable
The operator is Noord Zuid Alliantie, which runs the Lucky 7 Casino platform. According to the Kansspelautoriteit, when its representatives attempted to reach the casino’s customer support, they were met with an automated message stating that no assistance was available. Furthermore, the message was delivered in English, despite the legal requirement that Dutch-licensed operators offer support in Dutch.
Further investigation revealed that all responsible gambling resources and educational content on the site were also only offered in English, which is an additional compliance breach.
The KSA stressed that licensed gambling operators are obligated to ensure Dutch-language customer service is consistently available to assist players. This is part of their broader duty of care, including offering help with self-exclusion or responding to concerns about gambling habits.
Additionally, Dutch gambling websites must be fully accessible in Dutch, reinforcing their commitment to local regulatory standards.
Following the discovery, the KSA contacted Noord Zuid Alliantie about addressing these compliance failures and the company reportedly acted quickly to correct the issues.
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Regulatory Consequences Possible if Issues Persist
Beyond the customer service shortcomings, the KSA said it had also received separate complaints about problems with the gambling self-exclusion system. Some players were reportedly able to continue gambling despite opting out, and others were shown pop-ups encouraging more deposits.
The regulator made it clear that such issues are treated extremely seriously. The ability to self-exclude is a foundational aspect of the Netherlands’ regulated online gambling market. As a result, the regulator warned that it will continue keeping a close eye on Lucky 7 Casino and said that repeat violations could lead to enforcement measures.
RELATED TOPICS: Regulation
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