Netherlands Gambling Authority Orders Bet365 to Revise Player Affordability Checks

The Netherlands Gambling Authority has issued a binding instruction to bet365’s Dutch operator, Hillside New Media Malta, after concluding that the company failed to properly assess player affordability and intervene when signs of financial harm emerged. The regulator noted that these deficiencies persisted for several months despite repeated warnings.

The authority stated that the shortcomings occurred between at least December 2024 and June 2025, during which bet365 did not respond adequately to signals indicating that some players could no longer manage the financial consequences of their gambling. In several cases, intervention measures were insufficient or not applied at all. Dutch regulations require additional safeguards when players exceed defined deposit thresholds. Players aged 18 to 23 must undergo a documented affordability assessment if they wish to deposit more than 300 euro net per month, while players aged 24 and over face the same requirement if deposits exceed 700 euro. If an assessment is not completed, operators are obliged to block further deposits until the following month. The regulator concluded that these safeguards were not applied consistently.

In November 2024, the authority requested detailed information from bet365 on how it assessed financial capacity and responded when risk indicators appeared. Supervisors later reviewed a sample of individual player files and found that in several cases the company relied on self-completed questionnaires to assess affordability. The regulator had previously warned in early 2025 that questionnaires alone did not constitute a valid method for conducting means tests. In January and February 2025, bet365 was explicitly instructed to base affordability assessments solely on verifiable documentation, including payslips or tax returns. Despite these instructions, the company continued to use questionnaires in some cases. Where documentary evidence was used, calculations were frequently incorrect. In several instances, players were allowed to deposit 31.8 percent of their assessed monthly net income, while in others, deposits exceeded the full amount of that income.

During a meeting in January 2025, bet365 acknowledged the regulator’s interpretation of the rules and stated that it would adjust its procedures. In subsequent written responses, the company said it planned to improve internal processes and collect additional player information to cross-check against reliable data sources. Hillside has now formally objected to the binding instruction, arguing that the 2024 Responsible Gaming Policy Rule does not explicitly require affordability checks to be supported by documents such as payslips or tax returns. The company maintains that affordability can be assessed by combining player statements with reliable public information, in a manner akin to source-of-funds checks under anti-money laundering guidance. It also claims that the regulator’s expectations have evolved over time, undermining legal certainty and legitimate expectations for licensed operators. On this basis, bet365 has requested that the instruction be withdrawn or limited in scope.

The objection does not suspend the regulator’s order. Bet365 has four weeks to bring its Dutch operation into compliance. The authority expects the company to properly record and analyse signals indicating financial distress, conduct affordability assessments solely based on sufficient and verifiable documentation, and apply appropriate intervention measures such as deposit blocks or revised limits. The regulator warned that failure to comply could lead to further enforcement action, including financial penalties or, in extreme cases, revocation of the operating licence.

By fLEXI tEAM