Regulator Finds Months of Failures
The Netherlands Gambling Authority has issued a binding instruction to bet365’s Dutch operator, Hillside New Media Malta. This follows the regulator concluding that the company failed to properly assess player affordability and intervene when signs of financial harm appeared. These shortcomings persisted for several months despite repeated warnings.
Persistent Problems Between Dec 2024 and Jun 2025
According to the authority, the issues occurred between at least December 2024 and June 2025. During this period, bet365 did not respond adequately to signals indicating that some players could no longer afford the financial consequences of their gambling. In addition, in several cases intervention measures were either insufficient or not applied.
Dutch rules 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 net per month. The same requirement applies to players aged 24 and over who exceed €700. If the assessment is not completed, operators must block further deposits until the following month. The regulator concluded that these safeguards were not applied consistently.
Questionnaires Replaced Proper Verification
In November 2024, the authority requested detailed information from bet365 on how it assessed financial capacity and how it reacted when risk indicators appeared. Supervisors later reviewed a sample of player files and found that bet365 relied on self-completed questionnaires instead of verified documentation. Moreover, the regulator had already warned earlier in 2025 that questionnaires did not meet the standard for means testing.
In January and February 2025, bet365 was explicitly instructed to base affordability assessments solely on verifiable documentation, such as payslips or tax returns. However, the company continued to use questionnaires in some cases. Where documentation was used, calculations were often incorrect. In several instances, players were allowed to deposit 31.8% of their assessed monthly net income. Additionally, others deposited more than their entire monthly income.
bet365 Challenges the Regulator’s Interpretation
bet365 has formally objected to the binding instruction. The company argues that the 2024 Responsible Gaming Policy Rule does not explicitly require affordability checks to rely on payslips or tax returns. Instead, it maintains that operators can assess affordability using player statements combined with reliable public information. This approach resembles source-of-funds checks under anti-money-laundering guidance. bet365 also claims that the regulator has shifted its expectations over time, which undermines legal certainty for licensed operators.
Four Weeks to Comply or Face Consequences
The objection does not pause the regulator’s order. bet365 now has four weeks to bring its Dutch operation into compliance. The authority expects the company to properly record and analyse financial distress signals. In addition, it must conduct affordability assessments using verifiable documentation and apply intervention measures such as deposit blocks or revised limits.
The regulator warned that failure to comply could lead to further enforcement action. This may include fines or, in extreme cases, revocation of the operating licence.
