Kindred Faces Trouble For Allegedly ‘Sabotaging’ Customer Accounts

Article by : Erik Gibbs Jan 16, 2025

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Kindred Group, the parent company of Unibet, is facing allegations from Dutch lawyer Benzi Loonstein, who claims the brand deliberately obstructed customers from accessing account data. These accusations are part of a broader legal challenge in which Loonstein Advocaten represents Dutch customers seeking compensation for historical gambling losses incurred on Unibet’s platform.

In a 2024 decision by the District Court of The Hague, contracts between Dutch players and unlicensed gambling operators were ruled invalid. The court outlined four specific conditions under which customers could claim reimbursement for past losses, irrespective of whether the operator had later secured a Remote Gambling Act (KOA) license. 

Following the decision, Unibet’s subsidiary, Trannel International Limited, paid significant sums to several claimants, including €106,000 (US$109,000), €38,000 (US$39,000), and €77,000 (US$79,000).

Loonstein has since escalated the matter, alleging that Unibet violated European data protection laws by denying customers access to their transactional data. He asserts this move prevents affected individuals from pursuing claims. 

These actions have drawn the attention of Dutch ministers Michiel van Nispen and Mirjam Bikker, who have called for an investigation into Unibet’s practices. The ministers also requested a review of Unibet’s license, questioning whether the operator’s actions were intentional attempts to evade justice.

The accusations center around the General Data Protection Regulation (GDPR), which guarantees EU citizens the right to access personal data stored by companies. Kindred has responded, pointing out complexities in GDPR enforcement due to differing interpretations between Malta, where Trannel is licensed, and the Netherlands. 

The company cited a surge in data access requests from Dutch customers in response to media coverage, which reportedly overwhelmed its processes. Kindred stated that procedures have since been revised, emphasizing that customers can access their transaction details through their banks.

Further complicating the situation, Kindred recently divested its Trannel operations as part of its acquisition by La Française des Jeux (FDJ). This move aligns with Kindred’s focus on markets with localized licensing systems. Under new ownership, Trannel now manages all pending legal matters, including access requests, leaving Kindred without direct oversight of these issues.

Dutch officials have demanded a thorough investigation, including an analysis of Unibet’s profits in the Dutch market between 2004 and 2021, a period when it operated without a local license. Critics argue the allegations highlight flaws in the KOA framework, which they claim rewards companies that previously operated without authorization. 

Van Nispen and Bikker have called for the possible dissolution of the KOA system, citing the need for stronger protections and accountability within the country’s gambling market.