The Dutch Consumers Association, together with a class action fund, has selectively demanded compensation from six legal gambling operators for insufficient disclosure of bonus terms, the use of manipulative interfaces, and excessive game limits following the legalization of the market in October 2021.
The Dutch Consumers Association (Consumentenbond), together with the claim organization, Consumer Competition Claims Foundation (Stichting Consumenten Competition Claims), is demanding that several major online casino operators pay compensation to consumers, citing widespread misleading marketing and irresponsible gambling practices.
The companies named include bet365, Betcity, Holland Casino (online arm), Jacks, Unibet, and Toto. If these operators fail to respond, the organizations say they will take legal action.
According to the investigation by the Consumentenbond, several practices are particularly problematic:
As Sandra Molenaar, director of the Consumentenbond, said: “Online casinos try to get as much money from consumers as possible. That isn’t only irresponsible, but also illegal.” And Bert Heikens, chairman of the claim organization, added: “Consumers must be able to rely on a safe gaming environment. That was the intention when online gambling was legalized — that isn’t the case now. Consumers are left to the wolves.”
The legislation that legalized online gambling in the Netherlands in 2021 aimed to protect consumers and reduce the risk of addiction. However, the findings suggest the opposite: many users start playing only after the market is opened, and the operators appear to circumvent safeguards meant to help vulnerable players.
Further, the watchdog points out the irony that state-owned entities (e.g., Holland Casino, Toto) are among the worst offenders.
If these operators don’t comply with the demand for compensation and reform, the Consumentenbond and the claim organization are prepared to bring the matter before a court. The complaint underscores growing pressure for stricter regulation and oversight of the sector. The Dutch government has already received parliamentary questions regarding misleading practices in online gambling.
In the meantime, consumers who feel they have been misled by these operators may have grounds to join claims or seek a remedy. The Consumentenbond states that players “have the right to compensation” for what it calls “illegal practices”.
For the online gambling sector, this development signals increased scrutiny and possible financial liability. Operators may face tighter controls, reputational damage, and potentially higher compliance costs.
For players, the investigation highlights the importance of reading terms and conditions, being aware of default settings, and recognising that “free” offers may contain hidden strings. It also underscores that the regulatory system — despite its intentions — still leaves gaps that can be exploited.
