KSA Issues Customer Service Language Warning to TonyBet
The Dutch Gambling Authority, Kansspelautoriteit (KSA), has issued an official warning to TonyBet for not ensuring 24/7 Dutch-language telephone customer service, a mandatory requirement for all licensed operators in the Netherlands.
Key Points:
The KSA officially warned TonyBet for non-compliance with customer service language requirements.
The operator initially did not provide 24/7 Dutch-language support.
TonyBet has since rectified the issue, with no further action taken by the KSA.
Following an investigation, the KSA determined that TonyBet’s Dutch-market website, launched in late 2024, only provided customer support in English. A player complaint brought this issue to light, prompting the regulator to take action.
Dutch gambling law mandates that all licensed operators offer round-the-clock customer support in Dutch to ensure accessibility and compliance with local regulations. Upon being contacted by the KSA, TonyBet immediately addressed the issue by hiring additional Dutch-speaking support agents and restoring a 24/7 Dutch-language service line.
As a result, the KSA has taken no further enforcement measures against TonyBet.
This incident follows another recent development for TonyBet in the Dutch market—its acceptance into the Keurmerk Verantwoorde Affiliates (KVA) quality program in May 2024. The KSA, meanwhile, has had a busy start to 2025, introducing a new fine policy and setting a supervisory agenda focused on tackling underage gambling and advertising violations.
Interesting Fact: While some casinos adjust the RTP of slot providers, TonyBet Casino stands out as one of the few operators that maintains the original RTP settings, ensuring a fair gaming experience for players.
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This is why I keep playing at TonyBet! They don’t mess with the RTP like some other casinos do.
It's great that TonyBet is part of KVA now, but I hope they focus more on improving their service too.
I remember contacting support last year and getting a response in English. Glad they finally addressed this issue!
As a Dutch player, I think this rule is essential. It's frustrating when you can't get support in your own language!