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DraftKings presents corrective‑action plan on regulator communications; commissioners press for clearer ownership and logging of non‑email contacts
Summary
DraftKings told the Massachusetts Gaming Commission it has implemented a ServiceNow case‑management system, distribution lists and internal training to address earlier failures to track regulator communications. Commissioners said the plan lacked a single accountable owner and asked DraftKings to meet with the IEB for follow‑up.
DraftKings presented a corrective‑action plan on Nov. 6 to the Massachusetts Gaming Commission aimed at preventing repeat failures to track communications from regulators that contributed to a July non‑compliance decision related to use of credit cards.
Counsel Tony Star said DraftKings has implemented ServiceNow, a cloud case‑management platform, and new distribution lists intended to ensure regulatory emails are tracked and routed to compliance staff. He said regulators were provided distribution lists so communications will go to the right inboxes and then be captured in ServiceNow.
Commissioners repeatedly pressed DraftKings on what they described as a lack of singular ownership for regulator communications. Commissioner O’Brien said she was "a little underwhelmed by this submission," highlighting the company’s historical failures to name individual authors or custodians of reports and asking for clearer points of contact.
DraftKings’ compliance lead (Jen) said the company has shifted how it manages these issues and that senior compliance leaders are now included on distribution lists. "At this point I'm ultimately accountable for all of this," she told commissioners, adding the company has emphasized a cultural shift toward "overcommunication" and formalized escalation processes. DraftKings also described weekly leadership meetings to triage and escalate regulator inquiries.
Key outstanding questions raised by commissioners and the Independent Testing Body (IB): how DraftKings will ensure emails sent to individual staff — rather than to a distribution list — are captured; whether non‑email communications (phone calls, texts, in‑person discussions) will be logged in ServiceNow; and how the system will be audited for completeness. DraftKings said ServiceNow allows manual case creation and that staff have been coached to forward individual email queries to the distribution list so they are recorded. DraftKings committed to follow up with IB Director Caitlyn Monahan to walk through the system and to provide additional details in writing.
Why it matters: Regulators rely on a reliable audit trail to confirm steps taken by operators and to assess compliance with conditions imposed for public safety and consumer protection. Commissioners said the corrective measures were a necessary step but asked for specific ownership and audit procedures to be documented.
Next steps: DraftKings and IB staff agreed to schedule a follow‑up meeting to test the process and provide detailed documentation of ownership, audit trails and (where feasible) logging of non‑email communications.
