Responsible Gaming Team Lead (Dutch Speaking, Malta Based – Remote/Hybrid)

Responsible Gaming Team Lead (Dutch Speaking, Malta Based – Remote/Hybrid)

Welcome to Betnation!

Betnation.nl is more than an online casino. We are a community where excitement, enjoyment and fairness come together. Since our launch in October 2022, we have grown into one of the best-rated casinos in the Netherlands, offering nearly three thousand games and a comprehensive sportsbook.

Our core values are professionalism, hospitality, transparency, fairness and authenticity, and every day we are committed to promoting safe and responsible gaming.

"A winner knows when to stop." "Be smart, play responsibly."

At Betnation, you will be part of a young, international and travel-loving team that works together every day to improve the player experience and ensure a safe gaming environment.

About the role

As our Responsible Gaming Team Lead, you are responsible for leading and supporting a team of Responsible Gaming (RG) and Customer Support & Responsible Gaming (CS/RG) Agents. You ensure that our responsible gaming policies are effectively implemented, player risks are proactively identified and appropriate interventions are carried out.

You combine hands-on responsible gaming expertise with team leadership, coaching and quality management. Working closely with the RG Manager, you oversee daily operations, support complex cases and continuously improve our processes to maintain the highest standards of player protection and regulatory compliance.

What you will do

• Team leadership: Lead, motivate and support the RG and CS/RG team, coordinate daily activities, distribute workloads and ensure smooth operations.
• Coaching and development: Provide regular feedback, coaching and guidance to improve individual performance, develop team capabilities and maintain high standards.
• Responsible gaming oversight: Monitor player behaviour, financial transactions and account activity to identify potential risks, ensure appropriate assessments and oversee timely interventions.
• Player protection: Conduct and support responsible gaming conversations, including sensitive interventions and affordability assessments, ensuring that players receive appropriate guidance and support.
• Quality control: Review the quality and consistency of responsible gaming assessments, documentation and interventions, addressing any gaps and ensuring compliance with internal policies and regulatory requirements.
• Escalation management: Handle complex RG-related cases and escalations from players, Customer Support and external parties, including 113-related conversations and referrals to Compliance or AML where required.
• Reporting and communication: Monitor team performance, provide regular updates to the RG Manager and translate departmental objectives into clear priorities for the team.
• Process improvement: Identify opportunities to improve workflows, operational efficiency and player protection measures, working closely with the RG Manager and other departments.
• Operational support: Act as the deputy for the RG Manager when required, ensuring continuity of daily operations and effective decision-making.

What you bring

• Fluent Dutch and English, both written and spoken.
• Experience in the iGaming industry, with a strong understanding of responsible gaming practices and regulations.
• Previous leadership or supervisory experience, preferably within Responsible Gaming, Customer Support or a similar operational environment.
• Relevant training or certification in responsible gaming, player protection or a related field.
• Experience identifying and assessing risky gaming behaviour, conducting player interventions and managing sensitive cases.
• Training or experience in conducting 113-related conversations is a strong advantage.
• Strong analytical skills, with the ability to assess complex situations and make well-informed decisions.
• Excellent communication, coaching and interpersonal skills, with a supportive but decisive leadership style.
• A proactive, structured and detail-oriented approach, with the ability to manage competing priorities in a dynamic environment.
• A completed secondary vocational education (MBO) or equivalent qualification.

What we offer

• Flexible working arrangements, with Malta as your base location.
• Sports allowance.
• Opportunities for personal and professional development.
• The opportunity to take ownership of a team and contribute directly to our responsible gaming strategy.
• A dynamic work environment within a young, international and travel-loving team.

Why work with us

At Betnation, safe and responsible gaming is at the heart of everything we do. As our Responsible Gaming Team Lead, you will have the opportunity to make a meaningful impact on player protection while developing a team that plays a central role in our organisation.

You will work closely with management, influence how we approach responsible gaming and contribute to building a culture of accountability, continuous improvement and player care.

Together with an ambitious and dedicated team, you will help strengthen a brand that stands for transparency, fairness and responsible entertainment.