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The Dutch Gaming Authority (Ksa) has fined 711 B.V. €886,000 after finding the operator failed to meet its duty of care obligations.
Regulators said that between February 2022 and June 2024, 711 did not do enough to protect players from gambling addiction, allowing some to lose tens of thousands of euros without proper intervention.
The fine followed an investigation into ten player files, all of which showed violations. According to the KSA, the company did not properly analyze gambling behavior, failed to act when warning signs appeared, and neglected to carry out meaningful personal contact with players.
Michel Groothuizen, chairman of the KSA, explained the decision, “We have seen that not all providers have set up the duty of care equally well from the opening of the market. We have therefore carried out additional investigations, which are now resulting in various duty of care fines. At the same time, we have further tightened the requirements regarding the duty of care, in order to prevent excesses such as we see here in the future.”
711 failings in player protection
The regulator’s investigation showed that 711 consistently fell short in monitoring and analyzing gambling behavior.
Files revealed that players were able to gamble for long hours, often at night, while making large deposits and suffering heavy losses. In one case, a player lost nearly €78,000 in a single day, yet 711 did not step in with timely measures.
The company relied on outdated financial documents and incomplete checks to justify raising loss limits, which allowed harmful play to continue.
The KSA concluded that 711’s analyses were not aimed at spotting early warning signs of addiction. Even when its own system flagged risks, the company delayed action or failed to act altogether.
Intervention measures were weak, such as minor adjustments to loss limits or brief phone calls, and did not match the severity of the gambling behavior. Regulators stressed that these shortcomings directly violated the legal duty of care.
Operator did not carry out adequate personal contact with players
In addition to weak analysis, the regulator found that 711 did not carry out adequate personal contact with players, despite clear signs of problem gambling. Emails and short phone calls were recorded, but they did not meet the legal standard of “personal maintenance” required under Dutch law.
The conversations lacked warnings about addiction risks, advice on available help, or checks on whether gambling was causing harm to the player or their family.
This is not the first time 711 has been under scrutiny from KSA. Last November, it was reprimanded after using a popular influencer in marketing content, a practice banned under Dutch advertising rules.
