The Dutch Gaming Authority, Kansspelautoriteit (KSA), notified Noord Zuid Alliantie after discovering that the customer service phone line for its online website, Lucky 7 Casino, was unattended.
When someone tries to call the number listed on the website, an English recording is played, explaining that no one is available to take the call.
Online casinos are not only responsible for ensuring that their customer service hotline is always manned, but companies licensed by the KSA must also provide Dutch customer service.
This is because the telephone hotline remains a primary way for players to learn about potential harmful or concerning gambling behaviors.
If operators want to offer games to Dutch players, the website must also provide Dutch language options.
Since KSA raised this issue with Noord Zuid Alliantie, the operator has resolved the issues regarding accessibility and language options.
It is noteworthy that despite the Lucky 7 Casino logo being overlaid on the Dutch flag, Dutch players are still not fully able to access it.
However, KSA has also received reports that players receive a pop-up window prompting them for additional deposits after exiting the site.
KSA states that it will continue to monitor the activities of Lucky 7 Casino, but emphasizes that if any new violations occur, the authority will take enforcement action.
Just a few days ago, KSA released its 2024 annual report, detailing its newly established online duty of care team and consumer awareness campaigns.
