Responsible Gambling Officer

Responsible Gambling Officer (RGO)

The Responsible Gambling Officer (RGO) is responsible for the design, implementation, supervision, and continuous improvement of the Responsible Gambling (RG) framework. The role ensures that the company meets all regulatory obligations related to player protection, early identification of gambling-related harm, and effective intervention, while supporting Customer Support and other operational teams in managing RG-related cases.

Key Responsibilities

1. Responsible Gambling Framework & Governance

•    Own, maintain, and continuously improve Responsible Gambling policies, procedures, and internal controls in line with regulatory requirements and best practices
•    Ensure RG policies are embedded into operational workflows, systems, and customer interactions
•    Review and update RG documentation following regulatory changes, audits, incidents, or internal risk assessments
•    Support the development of RG risk assessments and contribute to the company’s overall compliance and risk management framework

2. Monitoring & Player Protection

•    Monitor player behavior and system-generated RG alerts to identify indicators of gambling-related harm
•    Conduct reviews of players flagged for potential RG concerns and determine appropriate interventions
•    Oversee the application of RG tools (e.g. limits, time-outs, self-exclusions) and ensure they are applied accurately and promptly
•    Ensure consistent and proportionate interventions based on player risk levels

3. Customer Interaction & Case Resolution

•    Handle escalated Responsible Gambling customer cases and complaints with sensitivity and professionalism
•    Respond to player queries related to Responsible Gambling, player protection tools, and exclusions
•    Ensure communications with players are clear, supportive, non-judgmental, and compliant with regulatory expectations
•    Act as the subject-matter expert for RG-related customer interactions

4. Support & Oversight of Customer Support

•    Provide guidance and ongoing support to Customer Support agents on RG-related matters
•    Review RG decisions taken by Customer Support to ensure consistency and regulatory alignment
•    Identify recurring issues, knowledge gaps, or process weaknesses within Customer Support
•    Participate in or deliver RG training sessions for Customer Support and other relevant teams

5. Program Supervision & Continuous Improvement

•    Supervise the day-to-day operation of the Responsible Gambling program
•    Identify trends, emerging risks, or control gaps related to gambling harm
•    Propose and implement enhancements to RG monitoring rules, workflows, and escalation processes
•    Contribute to incident reviews and root-cause analyses related to RG failures or near-misses

6. Reporting & Regulatory Support

•    Prepare regular Responsible Gambling reports for senior management and internal governance forums
•    Maintain accurate records of RG interventions, decisions, and outcomes
•    Support regulatory reporting, audits, and information requests related to Responsible Gambling
•    Assist in responses to regulator or external complaints where RG matters are involved

7. Cross-Functional Collaboration

•    Work closely with Compliance, Risk, Fraud, AML, Product, IT, and Customer Support teams
•    Provide RG input into system changes, new features, or product launches
•    Ensure Responsible Gambling considerations are included in broader compliance and risk initiatives

Key Requirements

Experience & Knowledge

•    Experience in Responsible Gambling, player protection, compliance, or risk management (iGaming or regulated industries preferred)
•    Strong understanding of Responsible Gambling principles, harm-minimization strategies, and player protection tools
•    Familiarity with regulatory expectations for Responsible Gambling (e.g. AGCO / iGO or similar regimes)
Skills & Competencies
•    Strong analytical and decision-making skills
•    Excellent written and verbal communication skills
•    Ability to handle sensitive situations with empathy and professionalism
•    High attention to detail and strong documentation skills
•    Ability to work independently while collaborating across teams

Education: Degree in Risk Management, Psychology, Social Sciences, or a related field (preferred but not mandatory)