Adam East

Responsible for ensuring compliance with regulatory requirements for online gaming in the Netherlands. Engaged with senior leadership, regulators, and stakeholders to provide guidance and recommendations. Managed risk assessments and compliance reporting, while raising awareness of non-compliance issues.

Conducted risk profiling and due diligence reviews to assess member activity for Responsible Gaming and AML compliance. Investigated adverse data and escalated suspicious activities while maintaining communication with members to ensure a smooth customer journey.

Performed identity verification and payment documentation checks for members. Acted as the first point of contact for manual verification requests and monitored accounts for responsible gaming concerns and fraudulent behavior.

Served as the first point of contact for customers facing technical and account management issues across multiple brands. Managed customer interactions via live chat, phone, and email, ensuring compliance with responsible gaming regulations.

Provided multi-brand support for VIP and non-VIP customers, resolving issues through live chat, phone, and email. Ensured a one-time resolution for customer inquiries while processing KYC requests and escalating complaints as necessary.

Managed a team of support agents, resolving escalated customer complaints and overseeing VIP processes. Redesigned systems for player engagement and assisted with due diligence checks while managing promotional content and staff training.

Handled outgoing calls to arrange rehabilitation services for injured parties, processing personal details and reporting system changes. Escalated special circumstances as required to ensure customer needs were met.