Gaming Regulator Finds Dutch Arcades Can Improve Duty of Care

Kansspelautoriteit (KSA), the Dutch gaming regulator, has announced the results of an investigation into the operations of gambling arcades in the country and found the operators could improve their Duty of Care procedures and their monitoring of customer activities.

KSA suggests improvements in the Duty of Care for arcade operators.

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The KSA used twenty arcades during its investigation and visited these venues to assess how the operators implemented their responsible gaming policies and monitor the interaction between the operators and customers in the arcades.

The regulator acknowledged there were some steps that the operators had taken regarding Duty of Care towards its customers, but the Kansspelautoriteit did not feel these policies went far enough and it raised several points where there was room for improvement.

Some of the issues identified during the investigation included the monitoring of playing time by the customers. There seemed to be no defined procedure that gave guidance on excessive play time by customers, which was especially noticeable in 24-hour arcades. Another was the inadequate monitoring of customers looking for signs of excessive gambling-related behavior.

KSA found the operators did not have sufficient procedures in place for its staff to highlight potential problem gamblers or systems to indicate when the operators should intervene with customers who may be at risk from gambling-related harm.

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KSA Give Guidance on Improvements Required

Once the investigation had been completed and the KSA had completed its overall assessment of the Arcade's procedures regarding Responsible Gaming and creating a safe environment for its customers, the regulator wrote to the venues. The letter outlined the improvements to procedures the regulator expected the Arcades to undertake.

The Dutch regulator has updated its documentation on responsible gambling following the investigation. It states it intends to contact all permit holders of gaming arcades and will outline the steps for regulatory compliance that it has highlighted since its investigation.

Additionally, the regulator says it will set up a system that will monitor the operations of gaming arcades to ensure the permit holders are in compliance with the updated gaming guidelines. This tightening up of the rules for arcade operators comes a month after the KSA set new limits for players in the Netherlands.


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