DraftKings CEO Defends Responsible Gaming Culture Against Media Criticism at SBC Summit

DraftKings CEO Jason Robins defended the operator’s responsible gaming practices during a keynote panel at the SBC Summit in Lisbon, Portugal. Robins spoke on Tuesday alongside Michael Jordan and Sportradar CEO Carsten Koerl, addressing a question from moderator Kirsty Gallagher days after critical reporting by The New York Times on the company’s AI use and by ProPublica on its handling of problem gamblers, as reported by SBC Americas.

Robins rejected the notion that the company seeks to exploit customers. “I think a lot of people — and it’s frustrating for us — look at us and say, you’re motivated by the wrong things. You don’t want people to bet within their means, you want to take advantage of people. That could not be farther from the truth,” Robins said.

Responsible Gaming as Company DNA

Robins described the approach as embedded throughout DraftKings. “A huge part of that culture around responsible gaming is making sure it’s not just a process, a set of things that people do but it’s actually truly a part of the DNA of the company. Every single person in the company cares about it,” he said. He noted that customer service associates and engineers alike treat it as a daily priority.

The CEO outlined practical steps including tools for self-imposed deposit limits, time monitoring on the Super App, cool-off periods, and account blocks in cases of irresponsible use. Robins likened sports betting management to budgeting for dining or shopping, stating that customers who enjoy the activity should still operate within their means for long-term sustainability.

The Benefit of the Doubt

Robins acknowledged external skepticism, referencing MGM Resorts CEO Bill Hornbuckle’s remarks at G2E in Las Vegas about a negative “twist” in recent coverage. “Some people don’t give us that benefit of the doubt,” Robins said. “They think that we are motivated by the wrong things, which is a tough part of being in the industry, but I can unequivocally tell you that the culture that we have is absolutely the opposite of that. It’s heavily focused on responsibility, heavily focused on long-term sustainability and really every day, day in and day out, trying to do the right thing by the customer.”

Operators face ongoing questions on balancing customer empowerment with protection where individual judgment varies. The session illustrates how public perception can diverge from internal priorities even when tools and emphasis exist.

Reporting: SBC Americas

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