What was responsible gambling like when you entered the gaming space?

I entered the gaming industry about two years ago with MGM Northfield Park. Responsible gambling (RG) at the property, and throughout all our other properties, was already strong when I started. MGM partnered with the British Columbia Lottery Corporation to create the GameSense program, which is a unique approach to RG in the state of Ohio.

GameSense focuses on the well-being of players, putting an emphasis on having fun, understanding odds and games, and knowing when to take breaks. Those are only a few of the RG tips and tricks that can be found on the program website and all across our racino floor.

When I began my time with the company, we had already completed in-person GameSense Advisor training for managers on property, had GameSense resources such as pamphlets, helplines, and screen messaging not only on the floor, but in our back-of-house area as well. Additionally, there were already strong partnerships with local organizations in the community, such as Recovery Resources. Since then, I’ve had the opportunity to attend conferences and seminars, and I have been impressed with the way industry and non-Industry professionals work together to bring RG resources to players.

What has changed since then?

 In the past two years, we have focused on strengthening the relationships with local RG organizations, while emphasizing training more team members as GameSense Advisors. In the past, the relationship between operators and other organizations was not as strong as it is today. Having the opportunity to partner and learn from one another now, however, is in the best interest of anyone looking to gamble responsibly and enjoyably.

As for the training, the more team members who are equipped with RG tools and comfortable with having conversations that encourage ideas like taking breaks and having a budget, the more we can spread RG messaging to our players. We believe that our greatest strength when it comes to responsible gambling is our team members on the floor, interacting with our patrons.

How can sharing the operator's point of view inform responsible gambling conversations?

Operators have first-hand exposure to the responsible and potentially problematic gambling habits of patrons every day. Our team members are in positions to build relationships and trust with our patrons, meaning there is valuable knowledge that can be gleaned from employee feedback of what RG messaging works and does not work.

As team members continue to modify messaging and have conversations in the moment, we as operators are able to collect data and gain insight into what is effective and what is not. We know that focusing on responsible gambling habits is how we can show care to our patrons, while also ensuring sustainable game play. Those are two goals every operator is always working towards. With this knowledge, we can continue to partner with local and national organizations to stay on message and keep giving support.

What steps are you taking to expand responsible gambling efforts in the future?

As I highlighted above, we are always working to add more Advisors and trainings to make sure our team members advocate responsible gambling practices. It is key that when patrons ask questions that exhibit gambling myths or misinformation, we as operators are equipped to kindly inform and dispel those myths. This is necessary for keeping gambling fun, social, and responsible.

What was responsible gambling like when you entered the gaming space?

When I first entered the space, responsible gam was gaining increased focus and attention, and rightfully so with the industry’s rapid expansion and ever-changing landscape. Still, programs and priorities varied greatly from operator to operator, often contributing to confusion or a lack of clear applicability for the player. What I remember most from that time were the early efforts to bring together these fragmented approaches and move toward a model that was unified, proactive, and engaging. Those efforts showed the power of collaboration and helped set the stage for operators to lead by example, proving that when we work together, responsible gaming moves forward.

What has changed since then?

What stands out to me is how much responsible gaming has become part of our organizational culture. At MGM Resorts, our leaders champion it, our employees embrace it, and I’m proud to work for an organization that treats it as a real priority. We’re also honored to partner with organizations in our communities, like the Problem Gambling Network of Ohio, the Ohio Lottery, and the Ohio Casino Control Commission, because we know this work can’t be done alone. When we align as stakeholders, responsible gaming is stronger, more visible, and more impactful.

How can sharing the operator's point of view inform responsible gambling conversations?

For us, it’s all about transparency. We take pride in making responsible gaming part of everything we do, and we share our approach with communities, universities, and local organizations to keep the dialogue moving forward. In responsible gaming there isn’t any competition. We’re all playing on the same team and have the same focus. When we take this approach, we build trust, strengthen collaboration, and drive sustainability.

What steps are you taking to expand responsible gambling efforts in the future?

Looking ahead, we’re expanding our employee GameSense training nationwide. These efforts have resulted in over 120 GameSense Advisors at MGM Northfield Park who are ready to provide support to our guests. As a global organization, we’re leveraging who we are to make a positive impact on millions of guests around the world, and we own the responsibility to strengthen our communities. We’re also investing hundreds of thousands of dollars annually into research that is actionable and ensures responsible gaming evolves alongside the industry. This dedication reinforces that responsible gaming is not just part of what we do, but that it’s part of who we are. This is how we move forward with purpose.

 What was responsible gaming like when you entered the gaming space?

Responsible gaming has always been part of the DraftKings experience, even before I joined DraftKings as the industry’s first Chief Responsible Gaming Officer. Reflecting on my earlier career experiences up until now, I think responsible gaming has become more prominent and sophisticated across the industry. Today, the progress has been remarkable, and I’m proud to represent an industry leader so committed to advancing responsible gaming by providing education, tools and resources to all of our customers. We take RG seriously and have a team of more than 50 employees who are focused full-time on responsible gaming.

What has changed since then?

A lot has changed, particularly as legalization has helped bring sports betting and iGaming away from the illegal industry. Unfortunately, illegal, unregulated operators — that do not invest in responsible gaming programs— still account for nearly one-third of the U.S. gaming industry. Not only is this bad for consumers, but illegal operators are also costing states over $15 billion in

foregone revenue, according to recent AGA findings. DraftKings is committed to operating with integrity and offering a regulated alternative. Advances in technology have also been transformative to integrate education, tools and resources into a responsible play experience.

How can sharing the operator's point of view inform responsible gaming conversations?

There are misconceptions about responsible gaming and the broader industry, and the operator perspective helps provide clarity and balance. Responsible gaming is for every customer, and DraftKings’ vision is a platform where fans can deepen their connection to the games they love in a responsible way. We recently shared our new Code of Responsible Play with millions of customers and will continue to enhance our culture of playing responsibly. We also regularly collaborate with regulators, consumer groups, and organizations like Cambridge Health Alliance and the Responsible Online Gaming Association so that we can continuously educate ourselves on the latest evidence-based research and best practices.

What steps are you taking to expand responsible gaming education in the future?

We are committed to responsible gaming leadership through technology, employee training, robust tools and resources, and support for evidence-based research. Our proprietary tools are available to all customers in the DraftKings Responsible Gaming Center, and will continue to be

improved to fit seamlessly into the customer experience. In addition, we are developing initiatives to support tools and resources adoption, such as our Responsible Gaming Education

Month sweepstakes this September. We are offering customers the chance to win NFL tickets, including a grand prize trip to Super Bowl LX, by using DraftKings tools like My Budget Builder and My Stat Sheet.

 What was responsible gambling like when you entered the gaming space? 

Responsible Gaming was very much focused on identifying players experiencing difficulty with gambling and educating industry employees and the public about the signs and symptoms of disordered gambling.  This focus was important but failed to address the larger population of players who may need more understanding of gambling literacy and risk as a preventative measure.

 What has changed since then?

As an industry, we have benefited from stronger collaborations with researchers and organizations such as the PGNO.  By opening authentic dialogues we have learned a great deal about the player journey. At Brightstar, we have expanded our approach to include positive play behavior reinforcement for all players not just those experiencing difficulty. 

How can sharing the operator's point of view inform responsible gambling conversations?

I have found it incredibly helpful to share information about how our products work to dispel some myths and misunderstanding about the design and functionality of games. For players and those who work with individuals in recovery, understanding how our products is important. In this sense, we can be transparent about game functionality to dispel the myths and misunderstanding that are floating around in social discussion. 

As operators, the valuable feedback of those with lived experience and those who treat gambling addiction is paramount to helping us understand the impact of our products and the nuances in messaging that may not be clear to us.

What steps are you taking to expand responsible gambling efforts in the future?

Brightstar operates off a continuous improvement model, which means we are always looking to refine our existing efforts while seeking new innovations.  With the expansion of digital and AI we are working closely with experts to identify practical responsible gaming solutions for our customers.

What was responsible gambling like when you entered the gaming space?

 I started in the gaming space in July of 2010 as a Surveillance Agent at a casino in East Chicago, Indiana, and found responsible gambling to be an integral part of the casino culture from the very beginning.

What has changed since then? 

With the expansion of gaming and new offerings such as sports and online gaming to additional jurisdictions, ongoing research into responsible, problem, and disordered gambling, and ongoing partnerships amongst stakeholders, there have been many enhancements to responsible gambling initiatives since July of 2010. Regulators, operators (including the American Gaming Association), and gambling treatment and prevention providers have done a great job coming together to establish best practices for promoting responsible gaming and awareness of disordered and problem gambling across their respective areas and holistically. A great example of what’s changed over the years is TimeOut Ohio, the current Ohio Voluntary Exclusion Program (VEP), which greatly expanded upon earlier voluntary exclusion programs and lessons learned to bring about incredible resources to individuals across Ohio. Another example is the incredible strength of the partnership amongst Ohio’s regulators, operators and gambling treatment and prevention providers which has continued to grow as we’ve built upon on our network and common interest in ensuring for safe and responsible gambling across Ohio.

How can sharing the operator's point of view inform responsible gambling conversations?

 It’s good to understand all perspectives when it comes to any situation and responsible gambling is no exception. It’s been extremely beneficial to partner with regulators, operators (including the American Gaming Association), and treatment and prevention providers across Ohio to understand the various challenges related to responsible gambling, which allows us to come to the most holistic approach to promoting responsible gaming and awareness of disordered and problem gambling. I believe this has allowed us to best educate our team members, customers, and the great people of Ohio about responsible gambling and assist those struggling with disordered and problem gambling-related challenges.

What steps are you taking to expand responsible gambling efforts in the future? 

We remain engaged in assessing our gambling-related offerings and responsible gambling-related initiatives, as well as our partnerships with regulators, operators (including the American Gaming Association), and treatment and prevention providers to ensure we continue researching, supporting, and promoting thoughtful enhancements to responsible gambling initiatives and disordered and problem gambling awareness as to remain best positioned to provide our customers with responsible and fun experiences. 

 What was responsible gambling like when you entered the gaming space? 

Responsible Gaming was very much focused on identifying players experiencing difficulty with gambling and educating industry employees and the public about the signs and symptoms of disordered gambling.  This focus was important but failed to address the larger population of players who may need more understanding of gambling literacy and risk as a preventative measure.

 What has changed since then?

As an industry, we have benefited from stronger collaborations with researchers and organizations such as the PGNO.  By opening authentic dialogues we have learned a great deal about the player journey. At Brightstar, we have expanded our approach to include positive play behavior reinforcement for all players not just those experiencing difficulty. 

How can sharing the operator's point of view inform responsible gambling conversations?

I have found it incredibly helpful to share information about how our products work to dispel some myths and misunderstanding about the design and functionality of games. For players and those who work with individuals in recovery, understanding how our products is important. In this sense, we can be transparent about game functionality to dispel the myths and misunderstanding that are floating around in social discussion. 

As operators, the valuable feedback of those with lived experience and those who treat gambling addiction is paramount to helping us understand the impact of our products and the nuances in messaging that may not be clear to us.

What steps are you taking to expand responsible gambling efforts in the future?

Brightstar operates off a continuous improvement model, which means we are always looking to refine our existing efforts while seeking new innovations.  With the expansion of digital and AI we are working closely with experts to identify practical responsible gaming solutions for our customers.

What was responsible gambling like when you entered the gaming space?

When I first entered the gaming space, responsible gambling was largely compliance-driven and centered around problem gambling. Operators were focused on meeting regulatory obligations, and while those efforts were important, there was minimal emphasis on proactive education. The idea of helping patrons understand how to bet responsibly and treating gambling as a form of entertainment rather than a financial strategy wasn’t widely embraced yet. Messaging was often reactive, rather than preventative, and lacked the tools and tone needed to truly engage players in a meaningful way.

What has changed since then?

A lot has changed. Responsible gambling has evolved from a purely compliance-driven function into a more holistic, player-focused strategy. Operators are no longer just meeting regulatory requirements; we're actively investing in education, tools, and messaging that empower players to make informed decisions.

There’s been a noticeable shift toward prevention and engagement, with RG now positioned as part of the overall customer experience. We’re seeing more creative campaigns, better use of behavioral insights, and a growing emphasis on reducing stigma and making it easier for players to seek help or use tools without feeling judged. Importantly, RG is now being integrated into marketing, product design, and player communications, rather than being siloed in compliance departments. It’s encouraging to see the industry embrace RG as a shared responsibility and a core part of sustainable growth.

How can sharing the operator's point of view inform responsible gambling conversations?

Sharing the operator’s perspective helps ground responsible gambling conversations in reality. This industry is full of people who genuinely care about player wellbeing. We want gambling to stay fun, and when it stops being fun, we want to make sure players have access to the right tools and support. By sharing our experiences, we can show that RG isn’t just about compliance; it’s about taking care of our players and making sure the product doesn’t cause harm.

What steps are you taking to expand responsible gambling efforts in the future?

We’re focused on continuing the evolution of RG from a compliance function into a core part of the player experience. That means continuing to build engaging messaging, promoting RG tools in a fun and appealing way, and using data to personalize support. We’re also expanding partnerships with organizations like EPIC Global Solutions and Kindbridge Behavioral Health to ensure our approach stays grounded in empathy and real-world impact.

Ultimately, it’s about keeping gambling fun, helping players stay in control, and making sure support is easy to access when it’s needed. Finally, it’s exciting to see the momentum building through the Responsible Online Gaming Association. Having operators and stakeholders aligned around a shared commitment to player wellbeing means we can move faster and smarter, creating consistent, empathetic experiences across the industry. That kind of collaboration is key to keeping gambling fun, safe, and sustainable for everyone.

What was responsible gambling like when you entered the gaming space?

I first started working at Scioto Downs in July 2023 as a Cage Cashier. My co-workers and I were certainly aware of the concept of Responsible Gaming but didn't quite understand how to recognize signs of problem gambling or even address them. I think there was an element of internal conflict because we wanted to help people who exhibited signs of problem gambling, but we also didn't want to cost our employer potential revenue by making certain patrons feel unwelcome or singled out.

What has changed since then?

Since then, I have become Scioto Downs' Compliance Specialist and Responsible Gaming Chair. I have made a deliberate effort to make all of our employees feel more comfortable prioritizing our patrons' well-being over any potential profits. I have attempted to make all of our team members aware of our RG Ambassadors and their availability to help out in those uncomfortable situations. I have also increased the number of RG-related resources available throughout our property so any employee can access them to help our guests or even someone with whom they have a personal relationship. 

How can sharing the operator's point of view inform responsible gambling conversations?

I think it is important to remember that even though someone may be experiencing difficulties related to problem gambling, the decision to seek meaningful help must come from within themselves. As an operator, we can remain diligent when it comes to recognizing signs of problem gambling, provide resources for those guests who may be struggling, and conduct difficult conversations with patrons who exhibit signs of a gambling problem, but we cannot force anyone to seek help if they choose not to follow our guidance. We are in the hospitality industry and provide a service that is meant to be entertaining for legal adults, so we do not have the ability to force any of our patrons to do anything they are not willing to do for themselves. I think the operators sometimes get portrayed as the "bad guy" in the Responsible Gaming space because a small percentage of casino or racino patrons may experience gambling related harm. I believe a lot of gaming operators such as Scioto Downs and Caesars Entertainment go above and beyond when it comes to prioritizing their patrons' well-being compared to other industries that may have elements of addiction. For example, alcoholics are not often referred to Alcoholics Anonymous by their local bar, drug addicts are not referred to treatment facilities by their suppliers, and people who may be addicted to shopping are not encouraged to take a break from Amazon or Target.     

What steps are you taking to expand responsible gambling efforts in the future?

As I mentioned above, I try to make as many resources as possible available to all our team members and guests at Scioto Downs. I also work closely with our team of RG Ambassadors to ensure they have the proper training and confidence to handle situations where problem gambling may be present. Lastly, I try to keep an open mind when it comes to focusing on other areas of concern related to Responsible gaming such as excessive alcohol consumption and human trafficking.