Dutch regulator orders bet365 to tighten affordability checks

Summary

The Netherlands Gambling Authority (KSA) has issued a binding instruction to bet365 (operated in the Netherlands by Hillside New Media Malta) after finding serious duty-of-care failures. The regulator concluded bet365 repeatedly failed to act on signals that some players could not afford to gamble, used self-completed questionnaires despite explicit warnings, and in many cases miscalculated allowable net deposit limits. The shortcomings relate to activity at least between December 2024 and June 2025.

The KSA requires affordability assessments to be based on verifiable documentation (for example payslips or tax returns) and has given bet365 four weeks to comply. Bet365 has objected to the instruction, arguing the rules do not explicitly demand documentary proof and that it can triangulate player information with public sources. The objection does not suspend the order; non-compliance could lead to fines or licence revocation. The decision is part of the KSA’s wider 2024–2028 enforcement push on responsible gambling and affordability monitoring.

Key Points

The KSA issued a binding instruction after finding bet365 failed in its duty of care to players.
Regulator found bet365 used self-completed questionnaires for affordability checks despite being told this was not acceptable.
Where documents were used, net deposit limits were often calculated incorrectly, allowing deposits equalling 31.8% to over 100% of assessed monthly net income.
Shortcomings were identified across at least Dec 2024 – June 2025.
Under Dutch rules, deposits above set monthly thresholds require documented affordability checks; absent checks must trigger deposit blocks.
Bet365 disputes the interpretation and says triangulation with reliable public information is sufficient; it has formally objected but must still comply.
Bet365 has four weeks to fix procedures or face escalated enforcement including fines or licence revocation.
The decision aligns with the KSA’s tougher 2024–2028 regulatory strategy on responsible gambling.

Context and relevance

This is a clear sign the KSA is intensifying scrutiny of affordability and responsible-gaming controls in the online sector. For operators serving the Dutch market, the ruling raises the bar on evidence and record-keeping for means tests. Compliance teams, product owners and senior management should view this as a precedent: regulators expect documented, verifiable assessments and prompt intervention (blocks or limits) when risks are detected.

Why should I read this?

Quick and dirty: if you work in compliance, product, payments or run an iGaming brand in or into the Netherlands, this matters. The KSA is making examples and won’t accept weak paperwork or questionnaire-only checks. Read this so you know to review affordability workflows, documentation rules and intervention triggers now — not later.

Author style

Punchy: This is not a minor administrative tweak. A major operator has been publicly instructed to change core processes within weeks. If you’re exposed to the Dutch market, your controls need checking immediately; the regulator is signalling tougher enforcement and lower tolerance for sloppy affordability checks.