Complaints

This profile includes complaints for DraftKings, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  DraftKings, Inc.

  222 Berkeley St Boston, MA 02116-3748

• 

  DraftKings, Inc.

  PO Box 399 Hoboken, NJ 07030-0399

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/19/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  When I signed up for an account with their subsidiary company ********** almost a year ago it seems they automatically created a DraftKings account without warning or authorization from me. I randomly received an email from DraftKings at one time without knowing who they were or why I got communication from them about an account I never created. After searching online and finding they were an online gambling company I feared there may have been some identity theft going on so I reached out the them. I explained my concerns and they assisted with closing the account. Never did they provide any clarity as to why one was created and never did they explain any affiliation with **********. At that time I was satisfied. Over the next roughly 11 months I have been continuing to use the Jackpocket app and I had some money in the account (unsure of how much). On June 20, 2025 I replenished an additional $50. Near the end of June 2025 the Jackpocket app forced an update and I also received an email stating the update may require re-entering my payment/funding information. I updated the app and was sent a code to my phone number to verify myself and entered it. Then I was prompted to verify via a code sent to my email and after entering the code they locked me out. After several weeks trying to get answers from Jackpocket customer service, I am left with no resolution and they have my money. They have told me I requested to close the account with is absolutely false and they refuse to answer my questions how to get my money back. Info attached shows my last transfer to the account and the last communication I sent.

  Customer Answer

  Date: 07/30/2025

  Better Business Bureau:
  
  Jackpocket customer service reached out to me a day or two after submitting this complaint. They reactivated my account and I am satisfied with the outcome.
  
  Regards,
  
  **** ********

• Initial Complaint

  Date:07/13/2025

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The Jackpocket app (a Draftkings product) will not allow me to withdraw my funds, and despite repeated communication with the company I still am unable to withdraw my funds. All I get is empty promises. It has become clear that the company is simply refusing to give me my money. This is theft - pure and simple.

  Customer Answer

  Date: 07/24/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********, however the website indicates that when closing an account (which I did) the company will delete all records about the customer (I would assume that includes my charge card info). I md that request - probably a couple of weeks ago by now -  but the company has not responded 

  I understand that by choosing to accept the business response that my complaint will be closed as resolved, but I would like to append or file a new complaint in connection with my current issue described above (records deletion).
  
  Very truly yours,
  
  ****** C. *******, CPA

• Initial Complaint

  Date:07/11/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  To whom it may concern, for many months I would buy my Ohio State lottery tickets through Jackpocket which is an app based out of **********. They were wonderful and very easy to use, saving time of me standing in line at the 711. Recently, a company called DraftKings bought Jackpocket and changed all the policies. They are mismanaging things greatly and have many complaints of against them at this point. They currently are holding money that I had funded Jackpocket with in order to buy lottery tickets. Ive tried multiple ways to gain access to my account to retrieve this money But they are making it impossible. I have evidence of multiple contacts to and from the company.If they are doing this to me, and from what I see on the reviews, doing it to many others, do we want a company like this dealing with *******? I appreciate you looking into this matter and possibly escalating it to save Ohioans from having their money commandeered by a betting company.The amount of money is under $50 that they will not return.Thank you for your time,Dr. ***** P ******

  Customer Answer

  Date: 07/22/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ****** ******

• Initial Complaint

  Date:07/01/2025

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 06/26/2025, I discovered there was a draftkings account previously created using my personal information. I discovered this when I attempted to log in I was asked to verify a code sent to a email address and phone number not belonging to me. The account I created is the user name *********** linked with the email address *************************** This other account is linked to an Gmail email. I contacted draftkings and advised them of the unauthorized account and was advised to upload an image of me holding my driver's license. I did this and was advised they closed the authorized account I created and told me to use the unauthorized account ****************** which I only found out this information because they emailed it to me. I continued to tell them I did not create that account and my phone number and email is not linked to it. I want the unauthorized account closed and the authorized account opened. They continued to not listen and send the same email templates not addressing my concerns. They even sent me emails with other people's names on it so they clearly don't read anything customers send them. I just want the fraudulent account closed and the ability to create a new one or open the one I created back up.

  Customer Answer

  Date: 07/12/2025

  I have not heard from the business in response to my complaint.

• Initial Complaint

  Date:06/30/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received an email from Draft Kings welcoming me as new member but I never made an account with them so I assumed my info was stolen and an account was made or that draft kings obtained my email somehow and made an account in my name. When I asked how they got my email and how this account was created they continued to ask me for more of my personal information, including the last 4 digits of my social security number(this is included in the attachments of our email exchanges)They refuse to do anything I ask or give me the information that I ask ****** this point I just want to know that they have deleted any data they have collected from me and that my email will not be used on their platform. And I would still like to know how this account was created.I'm still receiving automated emails and customer survey requests for ********************** and it's bordering harassment at this point.

  Customer Answer

  Date: 07/11/2025

  I have not heard from the business in response to my complaint.

• Initial Complaint

  Date:06/28/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On June 25, 2025, I was asked by DraftKings to update my ***************** application. After doing so, I was no longer able to access my Jackpocket account the app kept prompting me to contact *************** asked me to complete several steps to confirm my identity so they could match my Jackpocket profile with my DraftKings profile. (My old DraftKings profile contained outdated information because I hadnt used it in over 10 years.) After providing all requested information, I was told by support staff (****) that now that my info matched, my DraftKings account will automatically migrate your Jackpocket account. In a later exchange, he also told me: Once you sign into your DraftKings account, you'll be given the option to migrate your Jackpocket account to your ********************** ********** of today (June 28), my Jackpocket account still has not been migrated, and I have not been presented with any option to do so. I still cannot log in to my Jackpocket account, and my funds deposited in Jackpocket remain inaccessible.I have made multiple attempts to reach both Jackpocket and DraftKings support to try and resolve the situation, but they appear to be ignoring me now. At this point, I can only assume they have effectively stolen my funds.All I am asking for is to have my Jackpocket account restored so I can access and use my funds deposited there.

  Customer Answer

  Date: 07/09/2025

  Better Business Bureau,
  
  The business issued a software update that addressed my complaint (#********).

  Regards,
  ******* ******

• Initial Complaint

  Date:06/27/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On or around 6/20/2025, someone used my email address to create a fraudulent account on **********************. The username was Defaulrt12. I know only because the confirmation came to my email address. This is the SECOND time this has happened. The first time was a few months ago and I called to report the fraudulent account - they closed it and said they would refer the matter to the ****************** for them to look into it. I asked if said department would reach out to me with their findings, and the customer service lady said no, but we will comply with police should you decide to file a report. I asked if she could tell me the name on the account, or assure me that my bank account was connected to it and she repeatedly read a script about how she could not give me any information, but they would comply with police if a report was filed. A few months later (Jun 2025), it has happened again. I reset the password on the account (since it was my email address) and logged in and deactivated it. I also reported it as fraudulent to customer service. They reached out via email and wanted my name, address, date of birth, last 4 of my social, and phone number JUST to be able to investigate the matter. I did not feel comfortable giving them all that information. I would like to know if DraftKings is creating fraudulent accounts on their own to enhance their numbers. I've seen many stories similar to mine on Reddit. So far, I've not had money withdrawn from any account of mine, so why would someone be utilizing my email address?

  Customer Answer

  Date: 07/08/2025

  I have not heard from the business in response to my complaint.

• Initial Complaint

  Date:06/27/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I won funds from the platform in the total of $1431.00 and cashout on the date of 05/09/2025 @2:39 am and I was told I would receive the funds within 3-5 business days and still have not received the funds and also was promised that the funds wouldn't be stop or delayed but now I'm being told I will not see the funds and my account was closed I also did a withdrawal for 3 other winnings in the same day I got those funds but not these ones

• Initial Complaint

  Date:06/26/2025

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to file a formal complaint against DraftKings regarding the wrongful lockout and self-exclusion placed on my account (username: mattperdichizzi, email: **********************************)I have been actively using my DraftKings account for years, including placing ****** as recently as May 2025. On or before June 5, 2025, I was locked out of my account without any prior notification or valid reason. DraftKings claims I initiated a self-exclusion on June 7, 2025a date after I was already locked out of the account. I did NOT authorize or request any self-exclusion, and I was unable to access the account at that time. Despite repeated efforts to resolve this issue with DraftKings customer support, including submitting requested identification, my account remains locked and inaccessible. DraftKings initially directed me to contact the ****************************, but later stated the self-exclusion is internal and cannot be removed, demonstrating contradictory and confusing responses. I do not have any other accounts with **********************, and there is no explanation as to how this self-exclusion was applied without my consent. I suspect my account may have been compromised or there is an internal error. There is money currently in my DraftKings account that I am unable to access due to this wrongful lockout and self-exclusion. DraftKings customer service has been unhelpful and inconsistent, providing no real solution or escalation path, despite multiple ongoing support cases and requests for phone communication. I am requesting:Immediate removal of the wrongful self-exclusion on my account.Restoration of full access to my account and the funds within it.A thorough investigation into how this self-exclusion was applied without my knowledge or consent.Improved communication and customer support transparency.Compensation for possible missed funds during the time of account unavailability.I respectfully request your assistance in resolving this matter promptly.

• Initial Complaint

  Date:06/25/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing a formal complaint against DraftKings **** for withholding a deposits of $1,650 made via ***** on June 19, 2025. I deposited these funds into my DraftKings account with the intention of placing bets. However, I changed my mind and requested a withdrawal without ever placing a wager or using any promotional bonuses.Instead of processing my refund or responding to the request, DraftKings permanently closed my account and has refused to return the deposit. They have sent me multiple generic emails stating my account is not eligible for reinstatement but I am not requesting reinstatement. I am only asking for the return of funds that were never played or used.Their own policy (support article KB0010251) states that unplayed deposits are eligible for refund if:- The deposit was recent - No bets were placed - No bonuses were applied My case meets all criteria. However, they are refusing to acknowledge this and have completely locked me out of my account. I cannot even retrieve my deposit history. The company is now holding $1,650 without providing any real explanation or justification.I am requesting that DraftKings return my unplayed funds immediately.

  Customer Answer

  Date: 07/07/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***** ******