Massachusetts Problem Gambling Helpline Reports 3,050 Calls in FY23 Including 1,043 Non-Helpline Related Calls

Massachusetts joined the family of states that legalized sports betting, with retail sportsbooks going live on January 31, 2023, and their online counterparts launching two months later on March 10, 2023. Similar to other states, as the sports betting market evolved, the local problem gambling hotline saw an increase in calls.

That being said, Victor Ortiz, Director of the Department of Public Health’s (DPH) Office of Problem Gambling Services, affirmed that approximately one-third of the calls were due to bettors seeking technical assistance for issues encountered with sports betting mobile apps.

According to data from the Introduction to the FY23 Massachusetts Problem Gambling Helpline Data Report by the DPH Office of Problem Gambling Services, there were a total of 3,050 calls in FY23 (from July 2022 through June 2023), representing a 121% increase, compared to 1,378 calls in FY22. As for FY21, the total number of calls stood at 564.

In FY23, March 2023 saw the greatest volume of helpline calls, with a total of 656. The months from February through June were the busiest period, with a total number of calls amounting to 2,069. This growth was attributable to the launch of sports betting in the state, as the report suggested. Out of 2,069 calls during this period, 1,043 calls were non-helpline calls, or ones coming from bettors in need of technical support to resolve an issue with the mobile betting app they were using.

The report further indicated that calls leading to referrals to treatment services swelled by 41%. There was a substantial increase in calls from individuals and loved ones, 26% and 40%, respectively. Yet another data finding of importance was that calls from problem gamblers in recovery rose to 230%.

The Increase in Call Volume is “Likely the Result of Improvement in Helpline Services”

Mr. Ortiz did not fail to express his gratitude to the helpline staff: “I just want to stress here that the staff who answer these calls, we owe a debt of gratitude to their work … and what they do on an everyday basis.”

The department said that the increase in the volume of helpline calls could be attributed to public awareness campaigns and the “overall community efforts to provide individuals and families with education and resources.” As the report highlighted, there was no supporting evidence that the growth in call volume and referrals could be directly associated with an increase in problem gambling in the state.

According to information published on the official website of the Commonwealth of Massachusetts, an event tackling excessive gambling, the Massachusetts Problem Gambling Conference, will take place on May 17, 2024, from 8 a.m. to 4 p.m. at Four Points by Sheraton Norwood.