RESPONSIBLE GAMING AGENT

As part of its continuous growth and commitment to excellence in service, Gaming1 is looking for a new position to improve the player’s experience in the Netherlands operations.

Gaming1 is creating a new role sitting at the Responsible Gambling (RG) department dedicated to the Netherlands market. This position focuses primarily on the study and resolution of player requests to increase their Net Deposit Limits, ensuring that every request is assessed consistently, documented and handled in line with Dutch regulatory requirements (Kansspelautoriteit) and Gaming1’s Duty of Care principles.

The Responsible Gambling Agent acts as the operational link between RG and CS for the Netherlands, reviewing incoming deposit limit increase requests, applying the applicable risk criteria and cooling-off requirements, and ensuring a smooth, compliant and player-protective experience.

YOUR ROLE

1. NET DEPOSIT LIMIT REQUESTS & PLAYER PROTECTION

• Receive, log and review Net Deposit Limit increase requests for the Netherlands market.

• Assess requests based on RG risk indicators, player history and Dutch regulatory requirements, including mandatory cooling-off/waiting periods.

• Prepare recommendations to approve, reject or escalater cases according to defined procedures and Duty of Care principles.

• Pay particular attention to at-risk behaviours, vulnerable players and young adults, ensuring decisions are timely, properly documented and player-protective.

• Ensure player communications are clear, empathetic and compliant with Dutch RG requirements.

2. COLLABORATION & ESCALATION

• Work closely with Customer Service, RG Analysts and Delegates on player requests, risk assessments and escalations.

• Act as the day-to-day contact point for Customer Service regarding Net Deposit Limit requests and support alignment between CS processes and RG requirements.

• Escalate complex, sensitive or unclear cases to the appropriate RG Analyst or Delegate.

3. TOOLS, DOCUMENTATION & REPORTING

• Use internal RG and CS tools to review player activity, deposit history and existing limits.

• Maintain accurate records of requests, decisions and justifications for audit and regulatory purposes.

• Support reporting and KPIs related to Net Deposit Limit requests and flag recurring issues, bottlenecks or inconsistencies.

• Support the RG Delegate/Advisor in preparing relevant evidence for audits and regulatory reviews.

4. REGULATORY & KNOWLEDGE DEVELOPMENT

• Build and maintain knowledge of Dutch gambling regulations (Kansspelautoriteit), Responsible Gambling principles, Duty of Care, and internal RG/CS tools and processes.

• Ensure request handling remains aligned with local regulatory requirements and internal RG policies.

• Participate in knowledge sharing within RG and CS and contribute to promoting a Responsible Gambling mindset across both teams.

PROFILE

• 0–2 years’ experience in Customer Service, Responsible Gambling, Compliance or a similar field

• Strong interest in Responsible Gambling and player protection

• Good organizational, analytical and communication skills

• Comfortable working with different stakeholders across RG and CS teams

• Basic understanding of Dutch gambling regulation (Kansspelautoriteit) is a plus

• Fluent English and Dutch are required; French is a strong asset