bet365 fights back against Dutch regulator over duty of care

Summary

bet365 has said it will contest a binding instruction from the Netherlands gambling authority (Kansspelautoriteit, KSA) after an audit of Hillside New Media Malta — the operator of bet365 — concluded the operator did not adequately respond to signals that players may no longer be able to bear the financial consequences of their gambling behaviour. The KSA found that bet365 used a questionnaire approach that it deems unsuitable for means assessments and that the calculation of net deposit limits was performed incorrectly, potentially allowing players to deposit more than they could afford. bet365 rejects the KSA’s allegations and has formally objected, saying it expects the claims to be found unsubstantiated. The operator now has four weeks to complete the required ability-to-pay testing or face possible sanctions, including fines or licence revocation.

The KSA’s 2026 supervisory agenda lists duty of care as a top priority alongside tackling illegal operators, protecting vulnerable groups, advertising supervision and AML compliance. The regulator will continue monitoring online operators for compliance with tightened rules on affordability checks and net deposit limits, examine how providers assess players’ financial capacity, look at the speed and nature of behavioural analysis, and publish guidance on the use of AI and monitoring tools.

Key Points

The audit period ran from 6 December 2024 to 6 June 2025 and identified shortcomings in bet365’s ability-to-pay checks and intervention measures.
The KSA has stated questionnaires are not acceptable for means assessments and found errors in net deposit limit calculations.
bet365 objects to the binding instruction, maintains it did not commit violations during the audit period and says it will challenge the findings through the legal process.
If bet365 does not complete the required ability-to-pay tests within four weeks, the KSA may impose sanctions, including fines or revoking the Dutch licence.
The KSA’s 2026 supervisory agenda emphasises continued scrutiny of duty of care, gaming limits, behavioural monitoring and guidance on AI/monitoring tools for operators.
KSA chair Michel Groothuizen says recent measures have reduced extreme deposits and improved duty of care, but the regulator will keep duty of care as a key focus in 2026.

Why should I read this?

Because this isn’t just a spat between a heavyweight operator and a regulator — it’s a live test of how the Netherlands will enforce affordability and duty-of-care rules. If you’re in compliance, product, ops or run a sportsbook, the outcome could reshape acceptable means-testing practices and enforcement risk. We read the details so you can skip the noise and get the parts that matter.

Author’s take

Punchy and to the point: a binding instruction to a major operator, a formal objection and the threat of licence revocation — that’s the kind of regulatory drama the sector watches closely. Expect precedent-setting guidance and sharper supervision to follow.