Dutch Regulator Fines Unibet €400,000 for Breaching Self-Exclusion Rules

Details of the Breach

The breach occurred between November 22, 2022, and January 30, 2023, during which players who had opted into Cruks—a mandatory exclusion scheme for problem gamblers—were able to register and wager on Unibet’s platform.

Unibet, licensed to operate online casino gaming and sports betting in the Netherlands since June 2022, acknowledged the issue after it was flagged by a Cruks-registered player in July 2023.

The player, who was able to create a Unibet account despite being excluded, reported the issue to both Unibet and the KSA. The regulator then contacted Unibet in August 2023, prompting the operator to admit that its registration process had allowed some Cruks-registered players to sign up.

Unibet’s Explanation

Unibet attributed the problem to a temporary deviation in its registration process during the FIFA World Cup in late 2022. Increased site traffic during the event led to technical issues with Cruks checks.

To mitigate errors, Unibet permitted players to register without using their citizen service number (BSN), a key identifier used in Cruks verification.

However, this workaround inadvertently enabled Cruks-registered individuals to bypass the self-exclusion system. Once the issue was identified, Unibet reverted to its standard registration process and terminated the alternate method.

Further investigations by KSA in late 2023 revealed the breach affected more players than initially reported. Unibet provided data on 15 players who were able to gamble despite being listed in Cruks during the specified period.

KSA’s Ruling

Unibet argued that the breach did not warrant a fine, citing immediate corrective actions and technical issues with Cruks itself. The operator claimed the self-exclusion system’s reliability was compromised and suggested that penalties would contradict principles of good governance.

KSA rejected these arguments, emphasizing that strict adherence to Cruks checks is mandated under the Dutch Betting and Gaming Act (Wok). The regulator deemed the breach serious, stressing that self-exclusion systems are vital for protecting vulnerable players and mitigating gambling addiction risks.

As a result, KSA imposed a €400,000 fine on Unibet, which Kindred Group has accepted without appeal.

The fine against Unibet highlights the importance of strict compliance with self-exclusion protocols, reinforcing the standards expected from even the best-rated online casinos to prioritize player protection and responsible gambling measures.

KSA’s Stance on Self-Exclusion

Gambling Stop is an important tool to combat gambling addiction and protect players from the undesirable effects of gambling. It is therefore of great importance that providers carry out these checks meticulously. Failure to do so will result in a fine.

KSA Statement

This case underscores the importance of compliance with self-exclusion protocols and demonstrates KSA’s commitment to enforcing responsible gambling standards in the Netherlands.