Dutch regulator contacts Lucky 7 Casino over customer service failings
Online casino brand receives warning from Dutch regulator after it failed to answer customer service calls or provide Dutch-language addiction prevention resources
The Netherlands Gambling Authority (KSA) has contacted Noord Zuid Alliantie after it discovered that no staff at the Lucky 7 Casino parent company were responding to customer service calls.
The regulator found that users who attempted to call the number listed on the online casino’s website were met with an English-language voice recording explaining how no one was available at that time.
KSA regulations stipulate that all licensed operators in the Netherlands have a duty of care to ensure its customer service helplines are manned at all times.
The Dutch regulator noted in a press release: “This is important because players, certainly in the context of the duty of care, must always be able to contact the [operator] in Dutch with questions or concerns about their gaming behaviour.”
Additionally, though the Lucky 7 site did have addiction prevention information listed in English, licensed operators must have a Dutch-language customer service available.
Since the regulator reached out to Noord Zuid Alliantie, the Lucky 7 site has been updated and issues regarding customer service and language options have been rectified.
The KSA had also received reports of customers being exposed to pop-ups encouraging additional deposits after self-excluding from the Lucky 7 site.
The regulator has stressed the importance of players being able to self-exclude and said it takes failings in this area very seriously.
The KSA confirmed that Lucky 7 has remedied the self-exclusion issue.
Noord Zuid Alliantie secured an online casino licence from the KSA in October of last year. The permit expires in October 2029.
As per the release, the KSA will continue to monitor developments and has reaffirmed its authority to enforce stricter action if new violations emerge at the operator.
Last week, the Dutch regulator released its 2024 annual report, in which it detailed how the nation’s online market grew 4.9% compared to the previous year.
The online sector now accounts for 34% of the overall market in the Netherlands.