Dutch gambling regulator tells Bet365 operator to up its duty of care game
The KSA says the operator failed to ensure that players don’t gamble beyond their means.
The Netherlands.- The Dutch gambling regulator Kansspelautoriteit (KSA) has revealed that it has issued a binding instruction to bet365 operator Hillside New Media Malta Plc for failing to adequately respond to signals that players may no longer be able to bear the financial consequences of their gambling. Hillside also failed to take sufficient intervention measures when this signal was detected, the KSA said.
The regulator noted that gambling providers have a duty of care and must protect players as much as possible from excessive gambling and gambling addiction. This includes monitoring players’ gambling behaviour and checking whether it is proportionate to their financial situation.
There are policy rules for net deposits per calendar month. For amounts exceeding €300 (young adults aged 18-23) or €700 (aged 24 and older), a provider can perform a means test to determine an appropriate net deposit limit. This test checks whether a player can deposit more money without encountering financial difficulties. If the check is not performed, the provider must block deposits for the remainder of the month.
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The KSA audited how Hillside fulfilled this duty of care and found several compliance issues. Until March 2025, Hillside asked players to complete a questionnaire about their income, but the KSA had informed gambling providers in early 2025 that a questionnaire format was not suitable for conducting a means assessment.
The regulator also found that the operator’s calculation of the net deposit limit was performed incorrectly, allowing players to deposit more than they could possibly afford based on their financial situation.
The KSA said it had ordered Hillside to comply with its duty of care within four weeks of the date of the instruction by adequately completing the ability-to-pay test. This means that the company must record and analyse signals that may indicate that the player can possibly no longer afford the financial consequences of their gambling and must then take appropriate intervention measures.
If Hillside fails to comply with the instruction, stricter sanctions may follow, such as a fine or, in extreme cases, even the revocation of its licence to offer remote gambling in the Netherlands, the KSA said.
The regulator said the instruction was issued in November, but it has only made the action public today. Hillside has objected to the binding instruction.
Operator response
bet365 told Focus Gaming News that it does not recognise the Kansspelautoriteit’s allegations. The operator emphasised that customer safety and gambling protections are a top priority and confirmed it will continue to defend itself through the appropriate legal process.
