KSA Publishes New Guidance on Duty of Care for Casinos and Arcades

he Netherlands Gambling Authority (KSA) has rolled out fresh guidance for gaming arcades and casinos, aiming to strengthen how operators apply their duty of care. While most arcades already recognize this responsibility, regulators found that implementation could be sharper in certain areas. The new guidance offers practical support rather than new rules.

Good to Know

• KSA’s new guidance provides tools, FAQs, and awareness materials for arcade staff.
• Duty of care requires arcades to help prevent and mitigate gambling addiction.
• Guidance also includes updated rules for identity checks and Cruks verification.

Duty of Care Under Wet Koa

The expansion of the Dutch Gambling Act (Wet Koa) placed more responsibility on arcades to protect players. Operators must take steps to prevent gambling addiction and address potential harm early. While many venues have adopted policies, the regulator noted that intentions and practice sometimes don’t fully align.

After discussions with arcade operators, the KSA developed guidance materials to bridge that gap and give staff more clarity on how to apply the law in everyday settings.

The package includes explanations, examples, and a FAQ to help arcades understand expectations. It also comes with a poster and an animation designed to raise awareness among employees about their duty of care obligations.

Alongside the main guide, arcades also received a separate document on Identity and Cruks Verification. The Cruks exclusion register is an important tool for preventing at-risk players from gambling, and the guideline addresses common questions about its use.

KSA chairman Michel Groothuizen acknowledged that brick-and-mortar operators face different challenges than online providers:

“Certain key factors of the duty of care are easier to monitor for online providers than in brick-and-mortar casinos. In our conversations with arcade owners, we’ve noticed that they want to do more with the duty of care, but sometimes still struggle with its proper implementation. With this new guidance, supplemented with informational materials for employees, we’re giving them new tools to do so. In this way, we’re working together to ensure that players are optimally protected even at brick-and-mortar providers.”

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