TonyBet updates Dutch customer support policies after regulator warning

Online gaming and betting operator TonyBet has updated its customer support policies for Dutch players after an inquiry from the Netherlands' gambling authority, the Kansspelautoriteit (KSA).

The regulatory body intervened upon discovering that TonyBet lacked a 24-hour customer service telephone line with Dutch-language support, a mandatory requirement under local regulations.

The issue was initially flagged by a Dutch-speaking customer who complained that the phone service was only available in English.

TonyBet, licensed in the Netherlands since November 2022, has now made the changes to meet regulatory requirements.

TonyBet secured its Dutch license in November 2022, allowing it to operate in the country until 2027. This licensing followed the Netherlands' launch of its regulated online gambling market in 2021 under the Remote Gambling Act (KOA).

Meanwhile, the Dutch regulatory framework is facing increased political scrutiny. Legal Protections Secretary Teun Struycken is set to propose a revised online gambling bill later this year.

The planned reforms include expanding KSA’s regulatory powers, tightening gambling advertising restrictions, and enforcing stricter protections for players under 24.

Struycken warned that since online gambling was legalized in 2021, problem gambling—especially among young people—has increased.

“Although various adjustments have been made since legalization to better protect online gambling players, such as the ban on non-targeted advertising and the rules regarding playing limits, more is needed,” he said.