Bet365 Operator Hillside Receives Binding Instruction Over Duty of Care Failures

The Kansspelautoriteit (Ksa) has issued a binding instruction to Hillside New Media Malta Plc on 13 November 2025 for failing to adequately respond to signals indicating players could no longer afford the financial consequences of their gambling behaviour. The company, which operates under the bet365 brand in the Netherlands, also failed to implement sufficient intervention measures when such signals were identified.

Duty of Care RequirementsLicensed operators must actively protect players against excessive gambling and addiction. A key component involves monitoring player behaviour against their financial situation. Dutch policy rules set net deposit thresholds of €300 per calendar month for young adults (18-23 years) and €700 for those 24 and older. When these thresholds are exceeded, operators must conduct an affordability assessment to determine an appropriate deposit limit, or block further deposits for the remainder of the month.

Investigation FindingsThe Ksa's investigation revealed Hillside failed to adequately fulfil its duty of care obligations. Prior to March 2025, the operator asked players to complete a questionnaire about their income. The regulator had already warned operators in early 2025 that questionnaires are not suitable for conducting affordability assessments. Additionally, the calculation of net deposit limits was found to be incorrect, allowing players to deposit more than their financial situation could support.

Compliance Deadline and ConsequencesHillside must comply with its duty of care obligations within four weeks of the instruction date by properly implementing affordability assessments. This includes registering and analysing signals that may indicate a player can no longer afford their gambling behaviour, followed by appropriate intervention measures.

Failure to comply could result in stricter sanctions, including fines or ultimately the revocation of its remote gambling licence in the Netherlands.

Hillside has filed an objection against the binding instruction.