Following complaints from players, the Netherlands Gambling Authority (Kansspelautoriteit or KSA) initiated an investigation into the practices of online gambling operators ZEbet and Starcasino. The inquiry revealed that both companies had implemented terms and conditions that violated Dutch gambling regulations.
The investigation began after a player reported an inability to withdraw funds from ZEbet, despite not having utilized any bonuses. While operators are permitted to restrict withdrawals under specific bonus conditions, such as playthrough requirements, these restrictions cannot apply to standard winnings.
ZEbet attributed the issue to a technical system malfunction. Following contact from the KSA requesting clarification, the operator rectified the problem, returning the player’s funds and implementing immediate corrective measures to prevent recurrence. The KSA deemed a warning sufficient in this instance.
This incident came on the heels of another warning issued to ZEbet’s parent company, ZEturf, for its sports betting platform, ZEbetting. The KSA cited acceptance of bets on unauthorized tennis markets as the reason for the second warning.
It’s important to note that while operators may sometimes delay or limit withdrawals for anti-money laundering (AML) or fraud prevention reasons, this is separate from conditions requiring players to wager funds or complete a set number of games.
The KSA’s investigation of ZEbet prompted a review of other operators, leading to scrutiny of Starcasino’s terms and conditions. The regulator discovered inconsistencies in Starcasino’s stipulations regarding wagering requirements and withdrawals. The KSA emphasized that operators cannot mandate minimum wagering amounts before allowing refunds.
Starcasino, while maintaining that payouts were always processed promptly despite ambiguous wording in its terms, has since revised its terms and conditions to address the inconsistencies. The company recently joined the International Betting Integrity Association (IBIA) to enhance the integrity of sports betting within the Netherlands.
