Operators forced to amend terms following consumer complaints and regulator intervention
Player Complaints Trigger KSA Action
The Kansspelautoriteit (KSA), the Netherlands’ gambling regulator, has issued official warnings to online operators ZEbet and Starcasino after discovering both platforms were enforcing unlawful withdrawal terms. The issue came to light following a complaint from a player who reported that they were unable to withdraw funds from ZEbet, despite not having accepted or used any promotional bonus.
Under Dutch law, operators are permitted to place certain restrictions on withdrawals only when bonus conditions apply, such as playthrough requirements. However, these restrictions cannot be applied to general account balances or non-bonus funds, making ZEbet’s actions a clear breach of regulatory rules.
ZEbet Responds Quickly but Faces Multiple Regulatory Setbacks
Upon being contacted by the KSA, ZEbet claimed the withdrawal block was the result of a technical error, and the affected player’s funds were returned immediately. ZEbet also confirmed that the issue had been resolved system-wide to prevent recurrence. Given the swift resolution and lack of malicious intent, the KSA concluded that a formal warning was sufficient for now.
However, this is not ZEbet’s only regulatory challenge. The KSA had already issued another warning to ZEbetting—a brand under the same parent company, ZEturf—for offering illegal bets on non-approved tennis markets, a clear violation of permitted betting scope in the Netherlands.
These incidents, occurring in quick succession, suggest deeper operational and compliance gaps at ZEturf, and could place the company under heightened scrutiny in the coming months.
Broader Review Uncovers Starcasino Violations
Following the ZEbet case, the KSA initiated a wider review of operator terms and conditions, which led to issues being found at Starcasino. The regulator highlighted that contradictions in the platform’s general terms created confusion regarding wagering requirements and withdrawal policies.
The KSA emphasized that under Dutch gambling law, operators cannot mandate that players wager a minimum amount before they are allowed to withdraw their own funds—unless explicitly tied to anti-money laundering (AML) or fraud-prevention procedures.
Starcasino acknowledged the problematic language and reassured the KSA that all players had been paid out without delay, regardless of the unclear terms. The company has since revised its terms and conditions to align with regulatory expectations.
Growing Focus on Consumer Protections and Clarity
These warnings reflect the KSA’s ongoing effort to enforce transparency and consumer protection in the Dutch gambling sector. While both ZEbet and Starcasino escaped harsher penalties, the cases underscore a larger issue: several licensed operators may still include ambiguous or misleading terms that could be misused, whether intentionally or due to technical failures.
With player trust being a foundational element of a sustainable iGaming ecosystem, the KSA’s stance is clear—unclear or unfair withdrawal policies will not be tolerated. Moreover, as gambling in the Netherlands matures under the KOA Act, regulators are increasingly focused on proactive compliance audits.
Interestingly, Starcasino recently joined the International Betting Integrity Association (IBIA), signaling an intention to bolster its credibility and align with international best practices in sports betting integrity.
The KSA’s ongoing vigilance suggests that similar regulatory interventions could follow, particularly as more players become aware of their rights and file formal complaints.
