888’s return to the online gambling market in the Netherlands has started on a rocky note: the evoke brand has already received its first warning from the Dutch gambling regulator.
Kansspelautoriteit (KSA) drew attention to 888, which is operated in the Netherlands by Godwits Limited of the ComeOn Group, due to “poor customer service accessibility” identified after its re-entry into the market in July this year.
In a statement on its website, KSA explained that the warning was issued in response to a large number of player complaints reporting that customer support was difficult to reach, as well as welcome bonuses not being automatically credited.
Operators licensed in the Netherlands are required to provide Dutch-language customer support to meet duty-of-care standards and assist players with questions or issues related to their gambling activity.
Godwits noted that at the launch of the 888 website, the number of requests in the live chat exceeded expectations, leading to long wait times. To address the issue, the operator increased the number of customer service staff.
Most customer inquiries were related to a technical issue with the welcome bonus, as some players did not receive the bonus after making a deposit.
Players who contacted customer support received their bonus, while KSA recorded several complaints regarding the situation. The technical issue has since been resolved by Godwits.
Duty of Care
KSA may soon introduce stricter guidelines for operators on how they can influence player behavior.
This decision follows a study conducted by Behavioural Insights Nederland, commissioned by the regulator to examine how operators influence user behavior on online gambling platforms. The agency’s report is expected to further focus on improving the duty of care of online providers.
Based on the study’s findings, KSA plans to investigate negative behavioral management practices by operators, assessing the extent to which they breach their duty of care. Stricter guidelines for operators may be implemented as a result.
“At the KSA, we understand that online providers, like other commercial companies, monitor what users do on their platforms and how they can influence that to their advantage,” commented Michel Groothuizen, Chair of the KSA.
“Thanks to this research, we have a better understanding of how they do this and can also provide more guidance on negative influence and things we no longer want to see.”
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