Rocío Márquez

Over the past three years, I have developed extensive practical experience assessing how regulatory requirements apply to real operational and technical environments in the gambling industry. My role involves working closely with Operations, Product, Marketing and Casino and tech teams to identify regulatory risks, investigate potential breaches and support appropriate remediation.

Key areas of e

Conducting Enhanced Due Diligence (EDD) reviews on high-risk customers in line with UK AML and safer gambling requirements.

Reviewing source of funds (SoF) and source of wealth (SoW) evidence and assessing whether it is credible, sufficient and consistent with the customer profile.

Analysing customer transaction activity, including deposits, withdrawals, payment methods, velocity and betting/gam

• Identifying outstanding debts on customer accounts, payment reallocations, communicating with customers by telephone and in writing to manage debtors and arrears process.
• Negotiating payment plans while continuing to build a positive relationship with customers and handling questions or complaints.
• Investigating and resolving discrepancies to maintain system accuracy.
• Gathering information

• Focusing on growing the business and maximising in store profitability
• Daily customer service duties, such as processing sales, helping customers, and providing refunds and exchanges.
• Management of displays and promotional products.
• Managing and training staff in every area of business
• Forging long term and positive relationships with new and existing customers