The Netherlands Gambling Authority (KSA) has warned Hillside New Media Malta, operator of the bet365 brand, to strengthen its consumer protections.
The binding instruction from the Dutch gambling regulator gives the company four weeks to fully comply with its duty of care obligations.
The instruction follows a recent audit by the KSA which found that Hillside New Media Malta failed to adequately respond to signals that players may no longer be able to afford their gambling activity. The company is also said to have failed to take sufficient intervention measures when signals were detected.
“For example, before March 2025, Hillside asked players to complete a questionnaire about their income,” said the KSA. “The KSA already informed gambling providers in early 2025 that a questionnaire is not suitable for conducting a means assessment.
“It was also found that the calculation of the net deposit limit was performed incorrectly. This allowed players to deposit more than they could possibly afford based on their financial situation,” the regulator added.
Hillside must now comply with its duty of care obligations within four weeks of the date of the instruction, failing which it will become liable to additional sanctions.