Frequently Asked Questions
Accounts & Eligibility
Who can open an account?
Adults who meet the legal standard for participation in games of chance in the Netherlands and who act on their own behalf. The service is for personal entertainment, not professional or organized play.
How do I register?
Use the online or app sign-up flow. You must provide identification and confirm that you have read the main policies. For smooth verification, keep your information correct and current.
Why do you verify identity?
Player safety, misuse prevention, and compliance with Dutch law and licencing regulations all necessitate verification. It also makes sure that the money goes to the person who deserves it.
Can I hold more than one account?
Yes, it is possible for a single individual to hold an account. It is not allowed to share, sell, or trade access.
Responsible Play & Wellbeing
What happens if play looks risky?
We monitor for patterns that suggest rising risk and may nudge you to review settings, recommend a pause, or apply temporary restrictions consistent with our duty of care.
Can I take a longer break?
Yes. You can apply a time-out through your account or enroll in CRUKS for a stronger barrier that applies across licensed operators.
Where can I find independent help?
The Netherlands provides round-the-clock counselling resources dedicated to safer gambling. The links to these services appear in the safer-play area of your account.
Deposits, Withdrawals & Payments
Which payment methods can I use?
Only methods displayed in your account and held in your own name. Ownership may be checked before funds are released.
Why was my withdrawal delayed?
Security and identity checks protect everyone. Banking partners may also take time to process a transaction. Status updates appear in the payments area of your account.
Do you pay interest on balances?
No. OneRed is not a bank and account balances do not earn interest.
What if a payment is reversed by my provider?
Unjustified reversals may lead to deduction of the amount, temporary restrictions while we investigate, and steps to recover related losses.
Verification & Security
What documents might be requested?
Identity confirmation, proof of residency, and evidence that you own the payment method you use. In some situations we may ask for additional context to meet anti-money-laundering and sanctions duties.
Why did you ask me to re-verify?
Verification is a continuing process. We may request updates when circumstances change, when limits are adjusted, or when rules evolve.
How do you secure my account?
Withdrawals and changes to payments are subject to further verification in addition to stringent credential constraints, device checks, and session limitations. You may aid the situation by selecting a distinct password, logging off on shared devices, and being wary of strange messages.
Games, Fairness & Live Experiences
How do you ensure fair outcomes?
Digital titles use certified random number generators and live products use approved systems. Independent assessment and strict change control support integrity.
A round was interrupted. What happens now?
If a session is cut short by a technical issue, the outcome is resolved according to the game rules. When an outcome cannot be confirmed fairly, the round may be voided and the stake restored under the relevant procedure.
Are there pooled prizes or progressive features?
Some titles include prize pools that grow through play. Each participating game explains eligibility and settlement in its information panel.
Promotions & Rewards
How do promotions work?
Promotions are optional. Before you opt in, you will see a clear summary of key terms and a link to the full conditions. Topics usually include contribution by game type, bet caps with promotional funds, expiry logic, and any exclusions.
How do I change my marketing preferences?
Use the settings in your account to opt in or out. Service messages about security, policy updates, or transactions may still be sent as they are essential.
Privacy, Data & Cookies
Which privacy rules apply?
We follow the General Data Protection Regulation and Dutch implementation rules. OneRed acts as the controller for personal data handled on the platform.
What personal data do you collect?
Identity and residency details, payment ownership signals, login credentials, device and network attributes, session logs, gameplay records, safer-play settings, support transcripts, and choices about analytics and marketing. We do not seek special category data, and if you share something sensitive with support, access is restricted and retention is limited to the help you requested.
Do you use cookies?
Yes. Essential technologies keep sessions stable and defend against misuse. Optional categories help with measurement and limited personalization. A consent interface lets you manage non-essential choices at any time.
Legal & Regulatory
Who supervises gambling in the Netherlands?
The national authority for games of chance oversees the market, sets protective expectations, and can issue directions to licensed operators.
Do you share information with authorities?
When required by law, yes. We may also report unusual transactions under anti-money-laundering rules. In certain cases we are not permitted to inform you that a report was submitted.
How do you handle complaints?
Open a complaint through the tools in your account. We acknowledge, investigate, and reply with a reasoned outcome. If you remain dissatisfied, you may seek independent advice or bring the matter before the competent Dutch courts.
Limits, Affordability & Interventions
Why are there default caps?
Dutch policy emphasizes early safeguards so that play remains sustainable. Younger adults, as defined by law, receive stricter protection. When activity approaches internal guardrails, we may request context, adjust limits, or apply temporary restrictions.
Can I set stricter limits than the defaults?
Absolutely. Many players choose tighter deposit or time settings than the standard options. You can update these at any moment in your account.
Technical Help
A game will not load. Any tips?
Ensure you have a stable connection and that pop-ups or content blockers are not interfering. Try switching browsers or launching from the app. If problems continue, note the title and the time and reach the help panel inside your account.
Account Changes & Closure
How do I change personal details?
Open the profile area in your account to update permitted fields. Some changes may require fresh verification.
How do I close my account?
Use the closure option in your account settings. We will complete required checks and release any withdrawable balance in line with our rules. If you prefer a stronger barrier, consider registering in CRUKS.
What happens to my data after closure?
Certain records must be kept for a period defined by gambling, financial, tax, and safety laws. When those periods end, data is deleted or anonymized according to our retention schedules.
Fairness, Transparency & Design
Do you explain game features in plain language?
We strive to provide clear information about volatility, bonus behavior, and key mechanics in the game panels. These explanations help you choose; they are educational, not predictive.
Do you use design patterns that push people to play more?
No. We avoid patterns that create pressure. Our duty of care favors calm choices and balanced play.
Miscellaneous
Can I use a virtual private network or tools that mask location?
No. Location-hiding tools are not permitted because they defeat legal and licensing controls.
Do you sell personal data?
No.
Can I request a copy of my data?
Yes. Use the privacy tools inside your account to request a machine-readable export where available.
What languages do you support?
The legal texts are provided in English for clarity. If a translation is offered, the version named as authoritative in the legal notice will prevail if differences arise.
Quick tips for a smooth experience
Keep your details current. Set limits that match your budget and mood. Take breaks. Treat unexpected messages with caution. If something feels unclear, slow down and check the help text shown at the point of decision. Entertainment works best alongside care and clarity.