Consumer groups seek compensation from online casinos for illegal gambling practices

Dutch consumer groups are demanding compensation from major online casinos, alleging that the companies mislead players and encourage excessive gambling. The Consumentenbond, the country’s leading consumer organization focused on protecting consumer rights, and Stichting Consumenten Competition Claims, a foundation representing consumers in legal claims, have identified Holland Casino, TOTO, Unibet, Betcity, Bet365, and Jacks as engaging in illegal practices. The groups warned they will go to court if the casinos do not comply.

According to the consumer groups, players are often given insufficient or unclear information about games and bonuses. Research by the Consumentenbond also found that some casinos use “unfair default settings and extreme betting limits,” causing consumers to gamble amounts considered irresponsibly high. The organizations also criticized the use of banned bonus systems, such as offers presented as “free” when they are not, and aggressive, misleading advertising.

“Consumers should be able to rely on a safe gaming environment. That was, simply put, the intention when online gambling was legalized in the Netherlands. That is clearly not happening now. Consumers are being left to the wolves,” said Bert Heikens, chairman of Stichting Consumenten Competition Claims.

“Online casinos are trying to get as much money from consumers as possible,” said Sandra Molenaar, director of the Consumentenbond. “That is not only irresponsible, but also completely illegal. Consumers are entitled to compensation for these illegal practices. We are going to fight for them to get it.”

The casinos responded defensively but expressed willingness to engage in dialogue, ANP reported.

TOTO rejected the characterization, stating, “We provide clear information to players about game and bonus conditions, and with bonuses, the winnings are immediately for the player. TOTO complies with strict legal requirements for online gambling operators and goes further to protect players, such as lower limits for ages 18 to 24 and a ban on playing with credit cards.”

Holland Casino said that “Safe and responsible gaming is our top priority. We are always open to feedback and continuously engage with regulators, lawmakers, and social organizations. If improvements are needed, we implement them.” The company said it had already made changes following earlier Consumentenbond research.

Jacks stated that it operates within the legal framework for gambling and takes its social responsibility seriously. “We do not recognize the claims of the Consumentenbond. To date, we have not received concrete evidence or substantiation from them,” the company said.