Lucky 7 Casino Faces Regulatory Scrutiny Over Customer Service Failures

Dutch gambling regulator Kansspelautoriteit (KSA) has issued a warning to Noord Zuid Alliantie, the operator behind Lucky 7 Casino, for not meeting customer service requirements. The KSA highlighted issues regarding the inaccessibility of customer service, as callers were informed via an English-language recording that no representatives were available. This raised concerns about the availability of Dutch-language support for players. KSA emphasized that players must be able to reach out in Dutch regarding their gaming behavior, and the website must also be accessible in Dutch. Fortunately, Lucky 7 Casino rectified these issues promptly after discussions with KSA.

Additional Concerns Over Self-Exclusion

In addition to customer service issues, KSA pointed out problems with self-exclusion measures at Lucky 7 Casino. Reports indicated that users were still able to gamble online after self-excluding, and some received prompts for additional deposits despite having blocked themselves from gambling. KSA stated it takes these matters seriously as self-exclusion is crucial in preventing gambling addiction. Although Lucky 7 Casino addressed these concerns, KSA will continue to monitor the situation and may take enforcement action for any future violations.

Upcoming Reforms in the Dutch Market

This warning comes as the Dutch gambling market is gearing up for significant reforms. Recently, industry stakeholders presented recommendations to parliament for the forthcoming gambling act reform. Discussions included advertising strategies based on risk profiles and concerns regarding the effectiveness of the Cruks national self-exclusion register. The potential rise of the illegal gambling market was also addressed, with licensed operators suggesting a flat tax rate to mitigate black market activity. An updated gambling act is anticipated to reach parliament by the end of the year.