The Dutch gambling regulator says it has spoken to the operator of licensee Lucky 7 Casino after its customer service line was unavailable for a time.
Kansspelautoriteit (KSA) said callers to the service were informed in an English-language recording that no-one was available to speak.
The regulator said safer gambling information on the operator’s website was also in English.
“Companies with a KSA licence must always have a Dutch-language customer service available for questions from players,” the regulator said.
“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. The website must also be available in the Dutch language.”
The KSA said Lucky 7 Casino, operated by Noord Zuid Alliantie, resolved the issues but that it “continues to monitor developments” at the brand, warning that it can take enforcement action “in the event of any new violations.”
The regulator said it was also alarmed by reports about being able to gamble after self-exclusion and pop-ups with a call-to-action about new player deposits. The KSA said it takes such report reports “seriously.”
