BetCity Fined Over Duty of Care Failures in the Netherlands

Dutch regulator Kansspelautoriteit (KSA) has fined BetCity €2.65 million after uncovering major responsible-gaming failures involving young adults. The investigation revealed that the operator neglected its duty of care, allowing players aged 18 to 23 to accumulate heavy losses without timely intervention.

This case definitely highlights the growing pressure on licensed operators to protect vulnerable users and uphold the country’s strict responsible-gaming standards.

Regulatory Investigation and Findings

KSA launched its inquiry after receiving reports of excessive losses among young players. Between July 2022 and February 2023, ten gamblers aged 18–23 collectively deposited more than €500,000. Every reviewed account showed serious failings in player protection.

In one instance, a player lost €63,000 in a year, including €43,000 in a single month. Another lost €80,000 over a similar period without any betting limit adjustments. A 21-year-old even lost €45,000 in two weeks before BetCity took any action, an intervention the regulator deemed too late and ineffective.

Simply suggesting lower limits and linking to responsible-gaming resources did not meet the legal duty of care required under Dutch law.

KSA’s Enforcement and Market Message

KSA Chair Michel Groothuizen reaffirmed that licensed operators must safeguard players through active oversight and early intervention. Large, repeated losses are key indicators of problem behavior and must trigger immediate review.

Groothuizen stated:

“We have intensified our oversight of the online duty of care, and we are taking strong action against violations like those at BetCity.”

The regulator also noted that large wagers are not necessarily proof of distress, but operators must verify financial capability and intervene when risks appear. BetCity’s lack of such controls represented a clear breach of its responsibility.

BetCity’s Response and Compliance Challenges

BetCity, owned by Entain since January 2023, accepted the KSA’s findings but attributed the failings to its former owner, Sports Entertainment Media. The company said that since the acquisition, Entain has overhauled compliance procedures and strengthened player-protection systems.

Despite those improvements, BetCity’s appeal was rejected in August 2025, leaving the €2.65 million fine in place.

This penalty follows a €3 million fine in 2023 for anti-money-laundering and responsible-gaming lapses and a €400,000 sanction for advertising breaches earlier the same year, making it the operator’s third major infraction within three years.

Industry Implications

The ruling reinforces the KSA’s tough stance on duty-of-care obligations and its zero-tolerance policy toward negligence in player protection. Operators in the Netherlands now face closer monitoring and stricter enforcement, especially concerning young adults and high-risk gamblers.

With repeated fines across the market, Dutch regulators are signaling that responsible-gaming compliance is not optional. Failure to act decisively could jeopardize both reputation and licensing.

Final Thoughts

This BetCity fine demonstrates how seriously the KSA treats consumer protection. BetCity’s repeated shortcomings illustrate what happens when operators delay intervention or rely on outdated processes.

As oversight tightens, Dutch operators must combine advanced monitoring, affordability checks, and immediate support tools. In the modern regulated market, responsible gambling is not just a guideline, it is the foundation of sustainable operation.