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Why US operators must improve their marketing tech
Paddy Casey, co-founder at leading product development and digital marketing supplier The Unit, chats to Gaming Americas about the importance of modernising the US product experience now sports-betting markets have settled
The challenges presented to US-facing sports-betting operators have changed considerably since markets began to open up following the overturning of the Professional and Amateur Sports Protection Act (PASPA) in 2018. The idea of exponentially high marketing spends is not so prominent in 2023, and the battleground is transitioning towards a fight for existing customers.
One of the key issues affecting operators is they have been forced to make redundancies in their tech teams. While it is still crucial to develop rapid-fire landing pages/products to meet the demand of sports events, marketing departments rarely received the support they needed for fast digital campaigns from the internal tech teams in the first place, and this issue has now been exacerbated.
When mobile sports betting began to open up in the US, the apps were based on European sportsbooks. This can be an adequate market-entry strategy, but it doesn’t necessarily work in the long-term. When William Hill US first launched as the second mobile sports betting app in New Jersey after DraftKings, the advertising agency behind the campaign had been briefed for three months on the launch. When the app was finally developed and presented to them, the overall reaction was: “Is that it?” They felt it was going to be a new, ground-breaking Silicon-Valley-style piece of new technology, but it was essentially the same William Hill app adapted for US bettors.
Launching based off European models was all the operators could think to do, but that was not necessarily right for the US audience. Now, everyone in the market has to think harder about maximising performance. There are many things you have to do to attract new sign-ups, and the idea of a strong design and the ability to make changes is paramount now, which it wasn’t in 2018.
Following FanDuel’s lead
With a 50% market share as of the end of 2022, FanDuel is the clear market leader in US sports betting, but what is key to remember is it is not necessarily run in the same vein as most other US-facing operators. Given it is owned by Flutter Entertainment, the same parent company that manages Paddy Power and Betfair, it can be guided with more of a European mindset.
FanDuel’s app wasn’t particularly stronger than that of any other operator, but it has taken the lead with product and marketing innovation. Specific products were marketed similarly to how they had been by Paddy Power. While Paddy Power’s advertising is, of course, associated with comedy and at times controversy, it is always focusing on a product release or something that particularly stands out in the mobile app; FanDuel replicated that very astutely. While all the other operators were enforcing generic messages about how enjoyable sports betting can be, FanDuel was actually mentioning products like single-game parlays, and this approach was always likely to be successful.
There is still one thing FanDuel, like all US operators, can improve on, and that’s marketing tech. Tracking marketing spend and player behaviour are still quite new concepts, even with various US markets now being close to five years’ old. We have heard examples of affiliates in the US who can’t work with certain operators because they are convinced the player tracking is so far behind where it needs to be that the operator can’t even track which players have been sent to it by the affiliate. In the early days of regulated US markets, some teams were so naïve in this area they were literally guessing click-through rates.
Working around the problem
In sports betting, there is often one C-level executive whose needs are never prioritised within the product roadmap by the operator, and that’s the chief marketing officer. As soon as someone pipes up about what they need to promote March Madness, for example, the usual response is: “We don’t have time for that.”
That is why it is vital to utilise the expertise of teams who are experienced in sports betting and able to take this matter off an operator’s to-do list. It requires a team who can spend time addressing the player behaviour issues mentioned above, while also building out designs and all the core digital marketing that takes place within the sports product. When operators are able to use resources that can help make their marketing experience better, this will undoubtedly give them an edge in competitive markets.
US consumers are becoming more educated. Their loyalty will be closely matched to the product experience and engagement. With state launches now slowing down with regards to sports betting, operators will now, and should now, focus on product improvements.
Paddy and The Unit’s senior team will be on site at SBC Summit North America this week at the Meadowlands, New Jersey
This summer is shaping up to be a strong one for Atlantic City casinos and their online gambling operating partners. According to the latest data collected by the state, the total gambling revenue for the casinos and their operating partners from in-state online gambling was nearly $250 million during July. That represents a nearly 27% increase over last year’s total revenue for July, and it comes on top of a more than 23% year-over-year increase measured during the month of June.
In all, revenue this year from online gambling through the end of July topped $1.6 billion, up 23.3% compared to the same period last year, according to a report from the state’s Division of Gaming Enforcement, which regularly tracks gambling revenue earned legally in New Jersey.
The revenue gains from online gambling do not appear to have come at the expense of in-person gambling this summer, according to the DGE data. Revenue from gambling at the casinos also grew in both June and July, although at more modest rates, with year-to-date collections totaling $1.66 billion through the end of July, the report said.
Amid the online-gambling revenue upswing, state policymakers decided earlier this summer to increase the state tax levied on legal online gambling offered by casinos and their operating partners.
The online gambling tax hike, as well as an increase in the state tax levied on mobile sports betting, came as part of a broader plan to raise an additional $600 million in annual revenue for the state budget.
The two gambling tax hikes, which went into effect on July 1, are projected to increase the revenues the state collects from casino taxes and fees by more than $200 million annually, according to estimates from the Department of the Treasury.
According to the report issued by Stockton University, which is based in Atlantic County, the casino industry’s gross gambling revenues totaled nearly $5.7 billion in 2024.
Last year, the total from taxes and fees levied on casino operators in New Jersey topped $880 million, according to a report issued earlier this year by Stockton University.
This included $572 million in revenue that went directly into New Jersey’s Casino Revenue Fund, the report said. That fund, by law, benefits programs and services for senior citizens and disabled residents.
In all, online gambling on traditional casino games, like poker and blackjack, netted casino operators $2.4 billion in gross revenue last year, followed by slots, $2.1 billion; table games, $699.7 million; mobile sports betting, $486.5 million; and in-person sports betting, $6.5 million, according to the report, which cited state data.
And even before the increased state tax rates that were put in place earlier this summer, the tax revenue generated by casino gambling in New Jersey was trending up, the report said.
Virginia lawmakers are actively debating whether to establish a new regulatory agency to oversee iGaming. The joint subcommittee discussed a bill to create the Virginia Gaming Commission. It would manage all gambling verticals beyond the lottery.
Delegate Paul Krizek said: “The Virginia Gaming Commission is a step we need to preserve the good.”
Currently, the Virginia Lottery regulates sports betting and casinos, while other agencies manage charitable gaming and horse racing. Lawmakers also considered legalizing online casinos, including real-money platforms.
Delegate Marcus Simon introduced HB 2171 earlier this year. The bill aimed to authorize a real money online casino market under casino-lottery oversight. While the bill failed, Simon explained that the aim remains to curb illegal offshore platforms.
“My goal is to bring it under a regulated umbrella where we can have some oversight and supervision,” Simon said.
The subcommittee reviewed revenue projections estimating up to $5.3 billion in taxable income from online casinos over five years. The estimates included increased land-based casino revenue of 8.4%.
Experts raised concerns about real money online casino risks. Keith Whyte from Safer Gambling Strategies urged strong enforcement and safer gaming tools. Whyte noted: “Players could be encouraged… to take control through deposit limits, time limits, budget calculators, and personalized dashboards.”
Mental health advisor Brianne Doura-Schawohl backed up Whyte’s statement, warning that such products are dangerous without safeguards.
Former New Jersey regulator David Rebuck testified that iGaming complemented land-based casinos there. He pointed to New Jersey’s market, where online play boosted tourism and in-person casino revenue.
However, some Virginia legislators expressed skepticism, citing fears of cannibalization. They questioned whether online casinos might draw customers away from brick-and-mortar venues.
Industry experts countered that New Jersey and Michigan showed the opposite effect. Rebuck explained: “The evidence demonstrates iGaming expands the player base rather than cannibalizes physical casinos.”
Supporters argued that Virginia’s land-based operators could benefit from cross-promotion, loyalty programs, and expanded reach to players in rural areas.
The subcommittee must make recommendations by November 30, 2025. Officials expect the commission’s creation will precede legalization of online casinos. The Virginia lawmakers will review feasibility and revise HB 2171 before the 2026 legislative session.
DraftKings has introduced credit card deposit ban for US customers. This decision aligns them with other major gambling operators, such as Fanatics Betting & Gaming, Betr, and Sporttrade, which have already banned credit card funding for wagering accounts.
It also comes on the heels of another major announcement by DraftKings. Starting September 1, DraftKings will charge a 50-cent fee for every mobile and online bet placed in Illinois using its Sportsbook platform. This change follows a similar move by FanDuel.
DraftKings CEO, Jason Robins, expressed his disappointment with Illinois policymakers for significantly raising the tax rate. He is worried that this could hurt the legal sports betting industry, while the illegal market continues to operate without paying taxes or providing any consumer protections.
DraftKings has informed its users that any saved credit card information will be disabled.
Moving forward, players will need to utilize alternative payment methods, including:
• Debit Cards
• ACH and wire transfers
• PayPal, Venmo
• Apple Pay
• Gift Cards
Bettors can also use cash at physical locations to fund their accounts.
DraftKings describes this step as a “strategic business decision” aimed at shielding customers from the high interest rates and cash advance fees usually associated with credit card deposits in gambling. Unlike regulatory demands, this decision was internally driven but coincides with growing scrutiny from regulators.
DraftKings has decided to stop accepting credit cards for deposits in the US due to worries about customer safety and more scrutiny from regulators. Recently, the company faced a significant fine in Massachusetts, where it is based. The Massachusetts Gaming Commission fined DraftKings $450,000 for allowing credit card deposits, which goes against state laws.
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