Massachusetts Gaming Commission launches new PlayWell responsible gaming program

The Massachusetts Gaming Commission has launched PlayWell, a new responsible gaming and player health program replacing GameSense.

The commission said the rollout marks a significant step in its more than decade-long effort to promote player well-being and responsible gambling practices across the state. The PlayWell brand will now be visible at casinos and on sports wagering platforms throughout Massachusetts.

Designed to be widely accessible, PlayWell will offer resources to patrons in person, online, and over the phone, helping them stay informed and maintain control over their gambling activities.

Under Massachusetts law, the MGC is required to maintain a responsible gaming program accessible at all licensed casinos. PlayWell is fully owned by the commission, with program administration handled by the Massachusetts Council on Gaming and Health.

“When gaming was legalized in the Commonwealth, it was essential to build a world-class research, responsible gaming, and player health program to ensure the industry’s viability,” said MGC Chair Jordan Maynard.

“For over a decade, the commission has worked with stakeholders, elected leaders, operators, and patrons to build a library of knowledge around gambling harms and player health, and launching this new program, which is developed, owned and operated by the MGC will allow the Commission to have a greater impact on Massachusetts residents in need of support,” he added.

PlayWell also includes on-site “PlayWell Hubs” at every casino in the state, offering spaces where individuals can take a break from gambling, learn about games, or connect with trained advisors for support services.

“PlayWell is designed with the needs of Massachusetts gamblers in mind,” said Mark Vander Linden, MGC Director of Research and Responsible Gaming. “Backed by research and evaluation, PlayWell advisors deliver timely and relevant tips, information and resources to patrons in the casino or online.”

Moreover, PlayWell will offer tools such as beginner-friendly guides to casino games and access to voluntary self-exclusion programs.

PlayWell Hubs officially opened at all Massachusetts casino properties on Friday, March 27. A centerpiece of the program is PlayMyWay, billed as a "first-in-the-nation" tool that allows players to set daily gambling limits.

MGM Springfield was among the casinos launching the program.  Participants can opt for a voluntary exclusion list, preventing them from gambling at MGM Springfield or any other Massachusetts casino.

Assistance is not limited to machines. Employees stand by at the hub, ready to meet with visitors one-on-one to give personalized advice.

“A study done not too long ago said that these centers really need to be for everybody, not just those who are maybe suffering from problems and harms of some kind,” said Daniel Miller, compliance director at MGM Springfield. “And I think the new look at this center really does encourage everybody to come into it and avail themselves of what goes on here.”