The Netherlands’ gambling regulator, Kansspelautoriteit (KSA), has issued a binding order against Hillside, the operator of Bet365, for failing to adhere to specific duty of care obligations. This decision was made in November but was only disclosed to the public this week. The regulatory action highlights Hillside’s inadequate response to indications that players might be engaging in gambling beyond their financial capacity. The review period spanned from December 6, 2024, to June 6, 2025. In the Dutch market, operators are expected to treat it as a warning when a player’s net deposits reach 30% or more of their monthly net income, a standard Hillside reportedly did not meet.
Hillside was faulted for its method of conducting affordability assessments, primarily relying on self-reported questionnaires rather than independently verifiable documents. The KSA emphasized that this approach might leave the operator without crucial information about players at risk of gambling addiction. The regulator noted that a single player statement is insufficient to gauge gambling behavior risks. Although supporting documents were sometimes used, Hillside set net deposit limits that exceeded the 30% threshold, with figures ranging from 31.82% to as high as 103.12% of a customer’s monthly income. Additionally, the absence of any net deposit limit for at least one player during a period from October 2024 to March 2025 was highlighted by the KSA.
The binding order requires Hillside to systematically register and analyze affordability risk signals among its clientele. Furthermore, it mandates that affordability checks must be substantiated with verifiable evidence. Hillside has been given a four-week timeframe to adhere to these directives. The regulator had earlier communicated to Hillside the necessity of supporting net deposit limit increases with objective evidence through affordability assessments.
In its defense, Hillside contended that the current Dutch legal gambling framework lacks clarity, allowing for varied interpretations. The operator argued that it could fulfill affordability requirements by cross-referencing player information with publicly accessible data. However, this method was rejected by the KSA, which reiterated that affordability checks rely on verifiable evidence documents. The KSA published its decision to promote transparency and player protection, with hopes that it will serve as a deterrent to other licensees.
This is not Hillside’s first encounter with regulatory challenges in the Netherlands. In March 2023, the company faced a €400,000 fine for breaching advertising rules aimed at young adults. The KSA’s actions against Hillside are part of a broader enforcement campaign against regulatory non-compliance and illegal gambling activities. Recently, another operator, Starscream, was fined €4.2 million for offering online gambling services in the Netherlands without a license, following a previous warning to halt operations or face penalties.
In a continued effort to fortify regulation, the KSA has announced plans to intensify its crackdown on illegal gambling. It aims to collaborate more closely with licensed operators, other regulatory bodies, and industry stakeholders to uphold legal compliance and protect consumers.
Looking forward, Hillside must implement the necessary changes to comply with the KSA’s binding order. This includes conducting rigorous affordability checks with appropriate documentation within the stipulated timeframe. The outcome of this regulatory action may influence market practices and set precedents for other operators under the KSA’s jurisdiction. The industry will be closely monitoring how Hillside responds and whether the regulatory landscape will experience further shifts.