Mandatory contact moment for high gambling behavior: rules, thresholds and procedure

A mandatory contact moment for high gambling behavior is a legal obligation. Players with a deposit limit above € 350 (or € 150 for young adults) must personally contact staff trained in addiction prevention. This measure from the Regulation on gaming limits and more conscious play behavior breaks the anonymity of online gambling. It ensures that the player consciously chooses higher limits within a neutral environment.

What is the mandatory contact moment for high gambling behavior?

A mandatory contact moment for high gambling behavior is a legal intervention. This is triggered as soon as a player sets a deposit limit above € 350. This contact moment is carried out by staff trained in addiction prevention. It breaks the anonymity of online play and forces awareness of the risk of losses. The Kansspelautoriteit strictly enforces this duty of care to prevent problematic behavior. It is not an optional service or marketing tool, but a hard legal requirement. This is part of the broader framework of responsible gaming in the Netherlands.

The core of this measure lies in human interaction. Digital systems often feel abstract. This contact moment forces a concrete conversation about finances and risk tolerance. Players are removed from the immediate gaming environment. They are confronted with the reality of their choices. This process restrains impulsive behavior. It provides room for reflection before large amounts are actually deposited or lost.

Legal basis and implementation date

The legal basis for this measure lies in the Regulation on gaming limits and more conscious play behavior. The Ministry of Justice and Security published this regulation. It entered into force on October 1, 2024, as a direct tightening of the existing frameworks. The regulation builds on the Remote Gambling Act. Since 2021, this act has regulated the market for online gambling in the Netherlands. While the original legislation focused on licensing and market access, the new regulation emphasizes proactive consumer protection through technical and human interventions.

The Kansspelautoriteit monitors compliance with these rules. In the event of a breach of the duty of care, the authority can impose sanctions. The ministry emphasizes that operators must intervene at the 'front end', before harm occurs. This legal chain – from the Remote Gambling Act to the specific regulation and finally enforcement by the regulator – forms the foundation for player trust in the legal market. Without this clear hierarchy, protection would remain fragmented. Operators might choose the path of least resistance.

This regulation does not stand alone. It is part of an evolving policy. During the preparation of the legislation, it became clear that previous voluntary measures had insufficient effect on reducing problematic gambling behavior. The transition to a mandatory model therefore marks a fundamental shift in the philosophy of Dutch gambling legislation: from self-regulation to statutory obligation.

Goal: breaking online anonymity

The primary goal of the mandatory contact moment is to break the anonymity inherent in online gambling. In a land-based casino, there is often social supervision. Croupiers, other players, and security form a natural control. Online, however, people play in isolation, behind a screen, often late at night. The contact moment takes the player out of the 'rush' of the game. It forces a pause for reflection. This occurs in a neutral environment, free from advertising or pre-filled options that could tempt them to place higher bets.

During this conversation, the staff trained in addiction prevention explicitly asks whether the player realizes that the entered amount can be lost. This human interaction transforms an abstract number into a concrete financial risk. For young adults (18-24 years), a lower threshold of € 150 applies. This shows that the government takes vulnerable groups into account. Through this personal approach, player trust is strengthened. Players feel heard and protected rather than just monitored.

In addition, the contact moment serves as a filter. Players who play purely recreationally and are aware of their budget generally complete the conversation without any issues. However, players struggling with a loss of control are confronted with the seriousness of their situation. It provides a natural starting point for the employee to offer resources, such as information about CRUKS or Loket Kansspel. The player does not have to take the initiative for this themselves.

Difference from previous voluntary measures

Before the introduction of the Play Limits and Conscious Gambling Behavior Regulation, much of the protection relied on voluntary agreements within the Code of Conduct. This voluntary nature proved insufficient to counteract excessive gambling behavior, given the rise in high-risk players. The current mandatory contact moment is no longer an option, but a hard requirement for license holders under the Remote Gambling Act.

Where operators previously decided for themselves how to handle high limits, the law now dictates exactly how the conversation must be conducted and who does it. The Gaming Authority no longer just checks paperwork, but the actual execution of the duty of care in practice. This shift from 'soft' to 'hard' standards ensures a level playing field. It offers better protection for all participants in games of chance.

In the previous system, operators could choose pop-ups or emails. These could easily be ignored. Now there is no escaping personal contact. This also levels the playing field. Fair operators who invest in proper care processes are no longer disadvantaged compared to parties that tried to cut costs on prevention. Everyone must comply with the same strict standard. This benefits the integrity of the entire Dutch market.

When is there high gambling behavior? The financial thresholds

A mandatory contact moment for high gambling behavior is triggered as soon as a player wants to increase their monthly deposit limit above the legal thresholds. For adults, this limit is set at € 350. For young adults (18-24 years), the limit is set at € 150. The higher limit can only be set after a conversation with addiction prevention staff. During this, the risks and potential for loss are explicitly discussed.

It is important to understand that 'high gambling behavior' in this context does not necessarily mean that someone is addicted. It is an objective, financial definition that serves as a trigger for prevention. The legislature chose these amounts because statistically, the risk of problematic behavior increases significantly above these thresholds. By building in a mandatory buffer here, the barrier for impulsive increases is raised.

The general limit of € 350 per month

For players aged 24 and older, a standard maximum deposit limit of € 350 per month applies. This amount acts as the primary safety buffer within the Play Limits and Conscious Gambling Behavior Regulation. When a player decides to exceed this amount, the system classifies this behavior as potentially risky. This leads to the classification of Higher Risk Players in the internal monitoring of B2C Operators.

Exceeding this € 350 limit is not possible automatically. It requires active intervention. During the mandatory contact moment, the operator's staff must verify whether the player is aware of the financial consequences. This procedure is designed to break the anonymity of online gambling. It takes the player out of the 'trance' of playing. For B2C Operators, this means they must design their processes to facilitate these conversations efficiently without unnecessarily frustrating the user experience, provided that compliance requirements are strictly met.

This limit is not static in the sense of being advice. It is a hard block in the software. As soon as the player attempts to set a limit of € 351 or higher in the interface, the process is paused. The player is then instructed to get in touch. This ensures there are no 'slip-through' moments where a player accidentally or in a burst of enthusiasm sets a much too high limit without thinking.

Lowered threshold of € 150 for young adults

The legislature is stricter for the 18 to 24 age group. The maximum deposit limit is € 150 per month. This lowered threshold reflects the insight that young adults are more vulnerable to developing problematic gambling behavior. Research shows that a significant portion of participants in online games of chance meet the criteria for risky behavior. Therefore, extra protection for this demographic group is necessary.

When a young adult wants to set a limit above € 150, the same strict protocols apply as for older players. However, there is an extra focus on education and awareness. The staff must specifically address the long-term consequences of high losses in a life phase where financial stability is often still developing. This differentiation ensures that Higher Risk Players within this young target group are identified and supported earlier, before escalation occurs.

The choice of 24 years as a cutoff is based on neuroscientific research. This shows that the brain, and particularly the part responsible for impulse control and risk assessment, is only fully developed around that age. By setting the threshold lower, the legislature acknowledges this biological reality. The mandatory contact moment for this group is therefore often more intensive and more focused on education than for older, experienced players.

How operators signal high risk through data

The identification of players who approach or exceed limits is carried out through advanced Data analysis. B2C Operators use algorithms to detect anomalies in deposit patterns in real time. As soon as a player attempts to enter an amount equal to or higher than the allowed limit, the system triggers a block. This can only be lifted after the required contact moment.

However, this Data analysis goes beyond simple limit checks. Providers must also verify whether a player deposits more than € 700 per month (or € 300 for young adults). In doing so, it is assessed whether the player can bear the financial consequences. If this contact is not established, the provider is obliged to restrict access to the account. This proactive monitoring helps to distinguish High-Risk Players from recreational players. Measures such as referral to Loket Kansspel or Cruks can thus be offered in a timely manner. Transparency in these amounts, displayed in euros, is essential for a fair gaming environment.

It is important that this data analysis does not only react to limit changes, but also to behavioral patterns. For example, if a player consistently remains just below the limit but deposits very frequently, this can also be a signal. Although this does not directly trigger the mandatory contact moment according to the current letter of the law, regulators do expect providers to be alert to such patterns and to reach out proactively. The technology behind these systems is constantly being improved to reduce false positives and identify real risks faster.

The procedure: how does the mandatory contact moment work?

A mandatory contact moment in case of high gambling activity is a legally prescribed interaction between the player and specially trained staff of the license holder. It is activated by setting a high deposit limit. This process breaks the anonymity of online gambling and forces reflection on loss risks. The purpose is not merely administrative, but preventive. Players are pointed towards tools such as CRUKS and Loket Kansspel before they actually risk large amounts.

The procedure is standardized. This ensures that every player, regardless of the provider, receives the same quality of conversation and protection. This prevents players from 'shopping' for providers with laxer controls. The steps are clearly defined in the regulations. The Kansspelautoriteit audits these strictly.

Role of addiction prevention-trained staff

The key point of this procedure is the human factor. The conversation is conducted exclusively by addiction prevention-trained staff. These are employees who have been trained by the license holder to recognize signs of problematic gambling behavior. They respond to these professionally. These specialists act as the link between the commercial operator and the standard of care. They are not only responsible for conducting the mandatory contact moment, but also for correctly informing about the risks of excessive participation in games of chance.

The qualifications of this staff are crucial for the effectiveness of the intervention. According to the applicable regulations, this employee must explicitly ask during the contact whether the player is aware of the level of the chosen limit and the potential loss. In addition, the staff points the player to the possibility of exclusion via the CRUKS register. They also refer to external support agencies. The Trimbos Institute plays a fundamental role in this. As a leading knowledge institute for mental health care and addiction care, the Trimbos Institute provides the scientific substantiation and guidelines that form the basis of the training of this staff. The protocols used by the staff are often derived from the expertise and standards developed by the Trimbos Institute for early detection and intervention. Without this link to recognized care standards, the contact moment would be reduced to an empty formality.

The training of this staff includes not only knowledge of the law, but also communication skills. Employees learn how to conduct a conversation that is non-judgmental but firm. They must be able to manage resistance from the player and get to the core of the motivation behind the limit increase. This requires a different profile than regular customer service employees. Hence the specific requirement for addiction prevention training.

From pop-up notification to personal conversation

The journey to the contact moment begins technically, often unnoticed by the player, but is made visible through the interface. A pop-up notification is the first digital signal the player receives when certain thresholds are reached. These notifications are not random interruptions, but structured feedback mechanisms. For example, a pop-up must provide feedback on the time spent and gaming behavior every 30 minutes of the gaming session. A notification also appears when more than 50% of the deposit or time limit has been reached. This serves as an early warning.

However, when a player wants to set a new, high deposit limit, the process escalates from an automatic pop-up to an active Intervention Moment. This is the point where the technical trigger leads to human contact. The operator is obliged to alert the player to the consequences of this choice. The system ensures that the player is snapped out of the 'trance' of online gaming. This transition from digital to personal is essential within the framework of Responsible Gaming. It forces a break in an environment that is normally designed for continuous engagement. The neutrality of this environment is guaranteed. Players must be able to set their limits without being influenced by advertising or pre-filled options.

This step-by-step structure ensures that the player is not abruptly confronted with a ban, but receives warnings first. The mandatory contact moment is therefore the last resort in a chain of preventive measures. For the player, this sometimes feels like bureaucracy, but it is designed to add 'friction' at times when speed can be dangerous.

Content of the conversation: reflection and awareness

During the actual conversation, awareness is central. It is not a sales pitch, but a risk assessment. The staff explicitly asks the player to declare that they are willing to lose the entered amount, even upon repeated deposits of that amount. This question is designed to make the reality of the risk of loss concrete.

The content of this conversation is closely linked to broader industry standards, such as the Code of Conduct of the Dutch Gaming Industry Association. This code ensures that all affiliated operators apply uniform, high standards for player protection. By complying with this code, operators ensure that the contact moment not only meets the minimum legal requirements, but also the best practices within the sector. The conversation usually ends with a confirmation of the chosen limit and a registration of the contact. The player is then once again referred to Loket Kansspel for further support.

During the conversation, the player's personal circumstances are also briefly explored. Questions like "Have you recently experienced major financial changes?" or "Do you play to build up excitement or to win back money?" help the employee assess whether there is problem behavior. Based on this, the advice can vary from "feel free to continue, but keep an eye on it" to "we strongly recommend keeping your limit low or taking a break". These nuances make the difference between a checkbox exercise and genuine care.

Responsible Gaming: Resources and Standards of Care

The mandatory contact moment is not an isolated event. It is part of a broader ecosystem of Responsible Gaming. In the Netherlands, this ecosystem is anchored in the Addiction Care Standard. This is a nationally agreed framework for the prevention, identification, and treatment of addiction problems. This standard connects the different links in the chain: from the operator who signals, to the GP or mental health institution (GGZ) that treats.

The role of the Addiction Care Standard

The Addiction Care Standard defines how healthcare providers and other parties, including gambling operators, cooperate. For the mandatory contact moment, this means that the operator's employees do not just say anything. They work according to protocols that align with the national healthcare infrastructure. If a player indicates during the conversation that they need help, the employee knows exactly what steps must be taken to safely transfer the player to professional help.

This standard also ensures uniformity in language and approach. Whether a player calls Holland Casino, TOTO, or an international operator, the basic principles of the intervention are the same. This reduces confusion for the player and lowers the barrier to accepting help, because the message is consistent. The Addiction Care Standard is regularly evaluated and adjusted based on new insights from science and practice. As a result, the system evolves along with the changing nature of online gambling.

CRUKS, Loket Kansspel and self-exclusion

During a mandatory contact moment for high gaming behavior, the operator is legally obliged to actively refer the player to support services and the Central Register for Exclusion of Gambling (CRUKS). This moment breaks the anonymity of online gambling and forces reflection on the risks of high deposit limits. The employee must not only warn, but also provide concrete references to organizations such as Loket Kansspel for direct support.

CRUKS functions as the national exclusion register in which players can register to block participation in all legal games of chance in the Netherlands. During the contact moment, staff trained in addiction prevention must explicitly inform the player about this option for self-exclusion, also known as a 'gambling stop'. This measure is crucial when a player indicates they have lost control or when the financial limits are structurally exceeded.

Loket Kansspel is the independent, national prevention center that offers free and anonymous information and advice on problematic gambling behavior. The legislator prescribes that the licensee shares the contact details of this center during the mandatory contact moment. This is not a mere formality. Loket Kansspel acts as the primary bridge to professional help for players who doubt their behavior. For younger players or situations involving family members, a referral to Bureau Jeugdzorg may be necessary, although this occurs less frequently in the standard protocols for online casinos.

In addition, AGOG (Anonieme Gokkers Om Gokkers) is an important peer support organization that offers practical support through group meetings. AGOG works closely with the broader support structure and offers a low-threshold alternative to clinical treatment. During the contact moment, the player must know that help is not only medical, but can also take place socially and peer-to-peer. By mentioning both GGZ Nederland and AGOG, the provider covers the spectrum of professional and experience-based support.

Implementation by providers: Holland Casino, TOTO and others

The mandatory contact moment in case of high gambling behavior is integrated by Dutch licensees as a structured safety check. Staff trained in addiction prevention informs the player about risks before a high deposit limit becomes active. This procedure is legally anchored to break anonymity and force awareness. There are strict requirements regarding the neutrality of the conversation and the availability of resources such as CRUKS.

The way different providers implement this may vary in detail, but the core remains the same. Major market leaders such as Holland Casino and TOTO have adapted their internal processes to comply with the duty of care imposed by the legislator. Holland Casino, as a state-owned company and pioneer in the regulated market, emphasizes that the contact moment is not merely an administrative hurdle. It is an essential part of their social responsibility. They deploy specialized staff trained in motivational interviewing. This shifts the conversation from control to support. This aligns with the requirement that providers must point out to players the consequences of setting a high limit and the potential for loss.

TOTO, known for its strong position in sports betting, uses a similar approach but with a focus on the specific dynamics of sports bettors. For them, it is crucial that the mandatory contact moment in case of high gambling behavior seamlessly integrates with the customer service structure. Players are proactively approached as soon as they want to set a limit above the threshold values. The process requires staff to explicitly ask if the player is aware of the risk of losing the entered amount. A step that is strictly enforced by both Holland Casino and TOTO to guarantee compliance. This human intervention takes the player out of the 'trance' of online playing and forces a moment of reflection.

Subtle but important differences can be observed in the execution between parties with a stronger international background, such as Unibet and BetCity, and purely local operations. Unibet, part of the international Kindred Group, often brings extensive experience from other regulated markets such as Sweden and Denmark. Unibet has set up the technical integration of the limit checks very tightly. The customer service works closely with compliance teams here to minimize false positives. The emphasis here is strongly on data-driven signaling. The system triggers automatically in case of deviant behavior before human contact takes place.

BetCity, which has quickly gained market share, positions itself as an accessible player in the Dutch market. They emphasize the clarity of communication during the contact moment. Where international players sometimes struggle with translating global compliance protocols to the specific Dutch context, BetCity has chosen a direct, clear approach that aligns with the local culture. 711 Casino and Play North (often associated with smaller or niche operators) must also meet the same strict requirements. However, they have less room for extensive support teams. As a result, the efficiency of the contact moment is critical for these providers. They must ensure that staff trained in addiction prevention is available without letting operational burdens increase disproportionately.

The core difference lies in scalability. Major international parties such as Unibet automate the initial signaling. Local providers lean more on personal interaction through customer service. However, both models must lead to the same result: a player who is aware of the risks and knows the option of self-exclusion via CRUKS.

User experience and friction in the process

The implementation of the mandatory contact moment in case of high gambling behavior has a direct impact on the platform's user experience. A poorly designed process creates friction that leads to frustration and potential churn. A well-designed flow builds trust. Providers must balance legal obligations and user-friendliness. Platforms that integrate the contact moment as a natural step in account verification generally score better on user satisfaction than those that present it as a punitive measure.

Friction mainly arises when communication is unclear or when wait times are long. The law requires the conversation to take place with specially trained staff. This brings logistical challenges for operators such as 711 Casino or Play North. If customer service is unavailable at the moment the player wants to increase the limit, it can lead to a negative experience. Therefore, smart operators invest in flexible contact moments, such as scheduled video calls or chat conversations with verified staff, to avoid interrupting the flow unnecessarily.

In addition, the presentation of information plays a role. Players must set their limit in a neutral environment, without the influence of advertising or pre-filled options. This means the interface must temporarily switch to a 'minimalist mode' during the setup process. Amounts must be clearly displayed in euro’s, not tokens, to emphasize the reality of the financial loss. By combining this visual clarity with a respectful, non-judgmental attitude from the staff, operators transform a potential source of irritation into a moment of care and transparency. This strengthens the relationship between player and operator in the long run. This is in line with the Kansspelautoriteit's objective to reduce risky behavior without stifling the legal market.

Enforcement and sanctions by the regulator

How does the Kansspelautoriteit monitor compliance with this rule? The regulator actively checks whether licensees meet the requirements regarding play limits and contact moments. In the event of violations, the authority can take enforcement action. This ranges from a warning to imposing a heavy fine or even revoking the license. Recently, the Kansspelautoriteit published policy rules that further concretize the financial thresholds (such as €700 per month). This tightens the enforcement frameworks.

In addition to the Kansspelautoriteit, other bodies also play a role in the fair play ecosystem. The Authority for Consumers and Markets (ACM) monitors unfair commercial practices. If an operator provides misleading information about the risks of gambling or artificially increases the difficulty of setting limits, the ACM can intervene. The ACM looks at the balance between commercial interest and consumer protection. An operator that makes the mandatory contact moment so complex that players give up risks sanctions from the ACM for unfair commercial practices.

The Advertising Code Committee (Reclamecode Commissie) watches over the neutral environment in which limits are set. If a player is influenced by advertising or bonuses while setting limits, this is not only a breach of the duty of care. It can also lead to sanctions through these channels. A Sanction Decision against a large operator serves as a deterrent for the entire sector. The combination of financial fines and reputational damage ensures that compliance with the mandatory contact moment is priority number one for every legal operator in the Netherlands.

Enforcement is not only reactive but also proactive. The Kansspelautoriteit conducts periodic audits using mystery shoppers. They test whether the contact moment actually takes place and whether the quality of the conversation meets the requirements. These tests are crucial to prevent operators from only being compliant on paper while cutting corners in practice. The threat of a Sanction Decision constantly hangs over the market. This ensures a high level of alertness among all licensees.

Frequently asked questions about the mandatory contact moment

Below you will find answers to the most frequently asked questions about the mandatory contact moment, based on current legislation and code of practice guidelines for 2026.

What is a mandatory contact moment in case of high gambling behavior?

A mandatory contact moment is a legally prescribed conversation between a player and specially trained staff of the operator. It takes place when risky playing behavior is detected. This moment is anchored in the Play Limits and Conscious Play Regulation. The goal is to make the player aware of their behavior and offer any necessary help. The conversation takes place in a neutral environment and is conducted by staff trained in addiction prevention.

When does high gambling behavior occur that triggers a contact moment?

High gambling behavior is defined, among other things, by exceeding specific financial thresholds, such as a deposit limit of more than € 350 per month for the average player. For young adults between 18 and 24 years of age, this trigger limit is lower, namely at € 150, due to their higher vulnerability to addiction. The Kansspelautoriteit monitors compliance with these limits by licensees to ensure the duty of care.

Who determines if there is high gambling behavior and who conducts the conversation?

The detection of risky behavior happens automatically through the licensee's systems based on objective data, such as deposits and playing time. The subsequent mandatory contact moment must be carried out by staff trained in addiction prevention, as laid down in the regulations of the Ministry of Justice and Security. These employees are trained to recognize signs of problem gambling and provide appropriate advice.

Can I refuse or postpone the mandatory contact moment?

No, as a player you cannot refuse a mandatory contact moment once the system triggers have gone off. Participation is a condition to continue playing at the provider. The legislator has established this obligation to break the anonymity of online gambling and enable timely intervention. Refusal can lead to a temporary block of the account until the conversation has taken place, in accordance with the operator's duty of care.

What is discussed during a mandatory contact moment?

During the conversation, the staff trained in addiction prevention evaluates your gaming behavior. Possible risks are discussed without judgment. Options for setting lower deposit limits are looked into. The player is informed about tools such as CRUKS (Central Register Exclusion of Games of Chance) for self-exclusion. If necessary, the staff member refers you directly to professional support organizations such as Loket Kansspel.

How do I request help for problematic gambling behavior in addition to the contact moment?

In addition to the internal conversation with the provider, you can always independently contact Loket Kansspel, the independent organization for free and anonymous help with gambling addiction. You can also opt for registration in CRUKS, which excludes you from all legal providers in the Netherlands. These steps offer additional protection outside the mandatory frameworks of the Play Limits Regulation and conscious gaming behavior.

Does this also apply to poker with foreign currency?

Yes, but there is a specific technical exception for poker. In international poker games, amounts may be displayed in US dollars, provided strict conditions are met. The player must be clearly informed in advance about this display in dollars. However, it is crucial that the player must have insight into the value of bets, wins, and losses in euros at all times during the game.

This exception recognizes the international nature of poker tournaments, but still ensures that the Dutch player remains aware of the real financial impact in the local currency. The goal remains the same: to prevent the player from getting into a 'trance' and losing oversight. Through the dual display (dollars for the gameplay, euros for the financial reality), the legislator attempts to find a balance between convenience of play and protection.

About This Article - Editorial Standards

Author: Sarah Weber - Casino Tester & Bonus Analyst

Factually reviewed by: Dr. Markus Hoffmann - Senior iGaming Compliance

Analyst Last updated: 2026-08-10.

This article on "mandatory contact moment for high gaming behavior" was written by Sarah Weber and factually reviewed by Dr. Markus Hoffmann. Both regularly update the content for changes in regulation, licensing and bonus terms. All references to licences, regulators and statutes link to public sources (the local gambling regulator, the applicable local gambling statute).

About the Author

8+ years reviewing casinos, 200+ personally tested platforms across the EU and globally. Former member of the eCOGRA Player Advocacy Program (2018-2022). Specialty: wagering requirements, withdrawal workflows, customer-support evaluation.

About the Reviewer

12+ years in the iGaming industry, including 5 years as a compliance consultant for licensed operators across multiple regulated markets. PhD in Economic Mathematics. Focus areas: bonus mathematics, wagering analysis, and player-protection systems.

Responsible Gambling

Gambling can be addictive. If you feel you are losing control of your play, please reach out to the relevant problem-gambling helpline or use the national self-exclusion register (the relevant national self-exclusion register). Set personal deposit and loss limits BEFORE you play with real money. Operator pauses and cooldown tools exist to keep play sustainable.

Legal Notice

The information in this article is provided for editorial and comparison purposes only and does not constitute legal advice. Players are responsible for compliance with local regulations.