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Dutch KSA targets bet365 for duty of care failures
The Dutch Gambling Authority (KSA) has issued a binding instruction to bet365 to improve its affordability checks, as the operator has serious breaches of its customer duty-of-care obligations.
According to the KSA, the violations occurred between December 2024 and June 2025, when the operator failed to correctly respond to signs that some players couldn’t afford the financial consequences of their gambling and didn’t take intervention measures when the risks were identified.
Dutch law requires players aged between 18 and 23 who want to deposit more than €300 per month to undergo a documented affordability assessment. If the check isn’t completed, operators must prohibit additional deposits during the rest of the month.
The investigation found that bet365 used self-completed player questionnaires to assess affordability despite being warned that they are an ineffective method of assessment. Moreover, the operator often wrongly calculated net deposit limits, allowing players to bet between 31.8% and over 100% of their assessed monthly income.
The binding instruction has given bet365 four weeks to implement compliance measures. The operator will have to appropriately record and analyze signs of inability to afford gambling, conduct affordability assessments based only on sufficient and verifiable documentation, and apply necessary intervention measures like blocks or limits.
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