We are looking for a Responsible Gaming Agent to join our growing team in Melilla.
OneCasino, part of LCKY Group, is looking to hire a Spanish‑speaking Responsible Gaming Agent to help us uphold the highest standards of care and integrity in player protection, while supporting our mission to create a safe and enjoyable gaming experience for all.
What will you be doing?
* Monitor player behavior using internal tools and risk scoring systems
* Conduct proactive and reactive account reviews, escalating cases when necessary
* Assess player risk levels through behavioral and transactional analysis
* Contact players via phone, email, or chat to offer tailored support
* Recommend and apply responsible gaming measures (e.g. loss limits, self‑exclusion)
* Collaborate with teams across Customer Service, Risk, Compliance, and Business intelligence
* Act as an escalation point for complex Responsible Gaming cases
* Document interactions, manage follow‑ups, and report to senior management
* Support the improvement of internal RG policies and procedures
* Provide feedback to enhance monitoring tools and workflows
* The above duties… additional, related, duties may be assigned by the manager in line with business exigencies and continuity
Who are you?
* Fluent in Spanish (native or equivalent) and English
* Dutch will be considered an asset
* 1-year minimum experience in Responsible Gaming, Risk, or Customer Support within the iGaming industry
* Some understanding of regulatory requirements.
* Experience with DGOJ and/or KSA, DGA & MGA licenses.
* Excellent communication and interpersonal skills, especially in sensitive or complex situations.
* Ability to remain calm and empathetic under pressure.
* Shifts may include weekends and evenings.
* Comfortable with interacting with customers through telephone communication.
* Detail‑oriented with strong documentation and organizational skills.
By joining us, you're not only gaining an opportunity to work and collaborate with the best talent in our industry, you’ll also enjoy a range of fantastic perks!
Perks
* A competitive and attractive salary
* Private health insurance
* Annual wellbeing benefit allowance
* A weekly breakfast
* Social events for building strong relationships with colleagues
* Relocation package
About LCKY Group: LCKY Group brings together a portfolio of leading online casino brands - Lucky Casino, Happy Casino, Flax Casino, Vera&John and OneCasino - alongside its in‑house game studio, Swintt. With a strong people‑led culture and a proven ability to build and scale in regulated environments, the group is well positioned to accelerate its momentum across key markets.
LCKY Group continues to expand across international markets: Sweden, Finland, Ontario, Chile, as well as Spain, Denmark and the Netherlands. The Group is home to a diverse and multiskilled workforce based in a range of locations, including Malta, Stockholm, Sofia, Barcelona, Estepona, Gibraltar and Melilla.
The Group also operates in the B2B vertical through its in‑house game development studio, Swintt, which delivers high‑quality slot games to operators worldwide.
With an unshakeable belief in its people that’s woven into the company’s DNA, LCKY Group looks boldly to the future with a focus on building appeal in regulated markets.
Learn more about us at https://www.lckygroup.com/.
At the LCKY Group we firmly believe that our diversity is what makes us unique and that everyone is welcome to enjoy the ride! We are committed to uphold a high level of diversity and inclusion throughout our group.
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