Kindred Group unable to award Dutch welcome bonuses due to technical malfunction
Kindred Group’s regulated return to the Netherlands is not off to the best of starts after the operator was unable to grant welcome bonuses to new customers.
The operator’s Unibet brand returned to the Dutch market last week after a nine-month absence and had planned to win back consumers with a slew of generous special offers.
However, a technical issue with the operator’s automated responsible gambling platform has prevented hundreds of customers from being able to claim their welcome bonuses.
Its in-house detection system places automatic interventions on customer accounts when certain safer gambling signals are triggered.
Once an intervention measure has been triggered, all bonuses are blocked or frozen for a certain time period.
Unibet monitors gaming behaviour via its Player Safety – Early Detection System (PS-EDS) which scans for potentially irresponsible gambling patterns. It can detect player behaviour such as chasing losses, but another trigger is repeated visits to promotional pages.
Kindred Group said the trigger was inadvertently set too high on the Unibet.nl site, which was the root cause of the issue.
The operator told iGaming NEXT: “Unfortunately, we had to conclude that the system was set too sensitively. As a result, normal gambling behaviour was regarded as potentially irresponsible gambling behaviour.
“In particular, we found that the system detected players who regularly visited our bonus page and picked it up as an indicator of irresponsible gambling behaviour.”
The operator’s live chat function has since been inundated with requests.
“We are working hard to resolve this issue as soon as possible,” says a notice on the site.
Meanwhile, Kindred’s tech staff are working behind the scenes to adjust the bonus trigger sensitivity.
The Netherlands Gambling Authority (KSA) has been made aware of the issue and has been in contact with Unibet over the reports.
Kindred’s case could be made worse by the fact a live chat operator initially blamed the technical issue on the KSA itself.
“Unfortunately, we have found that our customer service representatives have made incorrect statements,” reads an FAQ on the Unibet.nl website.
“We would like to rectify that all technical issues on the Unibet platform are the responsibility of Unibet and are also caused by Unibet’s systems.
“The Gaming Authority is not involved in this and is not responsible for this. We deeply regret this incorrect communication.”