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Two major Dutch consumer-rights organisations, the Consumentenbond (Dutch Consumers’ Association) and the Consumers’ Competition Claims Foundation, have issued formal letters to six licensed operators: Bet365, BetCity, Holland Casino Online, Jack’s, Unibet and TOTO. The groups say these companies misled players and pushed them into irresponsible levels of spending in the years following the legalisation of online gambling in October 2021.

According to the organisations, the violations are particularly serious at state-owned brands TOTO and Holland Casino Online, which, they argue, should be setting the standard for safe play rather than being among the worst offenders. They accuse the operators of breaking consumer law and their duty of care by failing to give clear information, by nudging players toward higher spending, and by failing to intervene when behaviour becomes risky.

Hidden Bonus Conditions and Manipulative Design

At the heart of the complaint are bonus offers and “special deals” that, according to the consumer groups, were anything but transparent. Investigations found examples where welcome bonuses and “free” spins or bets came with complex wagering requirements that were not obvious to players at the moment of acceptance, including high turnover requirements before winnings could be withdrawn. The groups argue that such practices misrepresent the value of the offers and effectively trap players into continued gambling.

The operators are also accused of using manipulative interfaces so-called dark patterns such as pre-selected high default deposit amounts, aggressive on-site prompts to continue playing, and very high suggested limits that normalise large deposits and stakes. Research on these six licensees, conducted more than two years ago by the Consumentenbond, concluded that consumers were being misled and encouraged to gamble excessively. That study now forms the basis of the compensation demands. Director Sandra Molenaar has publicly accused the companies of using unlawful tactics to extract as much money as possible from players.

Threat of Collective Lawsuits and Wider Market Impact

The consumer organisations have said they prefer to negotiate a settlement with the operators but are prepared to escalate the matter if needed. If the companies refuse to compensate affected players, the groups plan to launch collective legal actions under the Netherlands’ class-action regime, which allows foundations to represent large groups of consumers on an opt-out basis. They have also called on the gambling regulator Kansspelautoriteit (KSA) to examine whether the operators breached their duty-of-care obligations under the Remote Gambling Act.

The dispute lands at a sensitive moment for the Dutch market. Online gambling has been regulated only since 1 October 2021, and the country is already seeing a wave of court cases and legal opinions about operator responsibility, bonus marketing and the possibility of refunds for past losses. If the Consumers’ Association and its partners succeed, the case could set an important benchmark for how far licensed operators must go to protect players and how costly it can be when consumer protection rules, and the details buried in bonus terms, are ignored.

Source: https://www.consumentenbond.nl/nieuws/2025/online-casinos-moeten-stoppen-met-misleiden-en-spelers-compenseren