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:09/21/2023

  Type:Billing Issues
  Status:

  AnsweredMore 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.

  Draftkings - Reignmakers has placed my account on restriction; which means that I have lost access to my account including withdrawing money. The account restriction has also impacted me financially in that I have been unable to enter contest events that require Non Fungible Tokens to play or Cards. These cards are very valuable and expensive in some cases. The inability to utilize these cards in these contests has cost me opportunity to win money. The larger impact so far short term has been the inability to craft additional cards; which is a random opportunity to trade in old useless cards for new cards with a crafting cost. This cost is the prepayment of money for crafting tokens and a combination of old cards. Recently there was a crafting window open for Elite cards that are very valuable. The account restriction would not allow me Craft these cards resulting in additional financial harm of between $6-$10,000. Additional damages of inability to control my cards in the draftking Marketplace where you can buy and sell cards to use in contests. I have a significant amount of cards in the marketplace and/or in my account. I am unable to withdraw money from my account as well. This started on 9/12/23 after I withdrew $1,500 dollars from my account. I have contacted Draftkings everyday and have asked them to contact me directly by phone or email. I have asked that my account be reopened, the reason for my account restriction, and for them to make this right. I have received no contact; except automatic replies we are working on your issue and the internal team will contact you. If there was something wrong with your account causing it to be restricted would they not want to contact you. In this case it has been the complete opposite. The amount of financial harm here is not small and is growing everyday. I have copies of all emails sent and all information on draftkings is supported by blockchain showing all of these action.

  Business Response

  Date: 10/23/2023

  We appreciate this player reaching out to us. If they can please provide us with their DraftKings username we will be happy to help. 
  
  

• Initial Complaint

  Date:09/21/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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 9/12/23, I created a Draft Kings account and received a promotion for extra bonus bets when you deposit funds, I deposited the maximum for the promotion, $5,000. The next day, I logged in to make my first bet and I got a pop up on my app noting restrictions were placed on my account, which prevent me from participating in any contests, depositing additional funds or withdrawing additional funds. When I contacted email support they told me that I needed to provide a photo of my face next to my my ID, and that the issue would be resolved in ***** hours. I uploaded it immediately that morning and waited. I received confirmation that DraftKings support received my message and my photo proof and that it would be resolved in ***** hours. After no response for 3 days, I reached out again and they said they could unfortunately not share a timeline to resolution. After reaching out again they asked me to confirm my address on my ID. Still no response after sending verification immediately. I have also been asked to upload a bill, and I did so. The next day they asked again for a bill and I uploaded it. I regularly have reach out for a follow up via email and voicemail, they provide repetitive vague responses or no response. I have asked multiple times for the specific reason this is taking so long and for an approximate timeline and was told me "we reviewed and we went ahead sent it for review", which doesn't make sense.I have provided all details they ask for to no response, and I cannot access my account or my money, I would like to close the account and I want my deposit back, but despite phone calls and emails expressing this, I receive no response. As of 9/21/23, they have all the details requested including my ID, extra verification of my ID, multiple bills, my social security number, and a variety of other details and $5,000, but I have received no response and am concerned. I want my deposit refunded to me and I want to close my account.

  Business Response

  Date: 10/23/2023

  This matter has been resolved and the player has been communicated to at this time. If anything else is needed we will be happy to help. 
  
  

• Initial Complaint

  Date:09/21/2023

  Type:Product Issues
  Status:

  AnsweredMore 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.

  My account was suspended around 5 days ago and as a result, I cant withdraw my money, deposit, or do any other transaction in my Draftkings account. Initially, I was asked to upload my state issued ID, which I did promptly. Later, I was asked to upload bank statements, which I also did promptly as well. Later, I was asked to upload utility bills, which I also did. Promptly as well. Now, I have been receiving vague emails saying that my case was sent over to the team and that they couldnt give me a time frame. I have been following up on my issue and now I have just received an email asking for all the documentation all over again. I have been asked for the same documentation, with some variations depending on writes me, for repeated occasions, in at least 5 different times. I have provided all the requested documentation, but havent received any serious answer yet. I want the money in my balance to be deposited in my accounts and this problem solved ASAP. it is unacceptable for me that customer service is so bad that they cant even give a serious update on my case. Please help me resolve my problem.

  Business Response

  Date: 10/23/2023

  This matter has been resolved and the player has been communicated to at this time. If anything else is needed we will be happy to help. 
  
  

• Initial Complaint

  Date:09/21/2023

  Type:Billing Issues
  Status:

  AnsweredMore 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 9/10/23 I opened an Account with ********************** and made an initial deposit of $250. After placing multiple sports bets and playing in the online casino I made two withdrawals equaling $10,000. The next day I checked in on my account and the withdrawals had been cancelled and my account placed on restriction until my account could be verified. They requested bank statements and a selfie holding my drivers license. I provided this info the same day. Account verification is stated to take ***** hours on their website. It has now been 11 days and my account is still locked and I still have no access to my money. Communication with them is impossible and they keep requesting the same information. Why was this verification process not completed prior to accepting ***********? Why can you not talk to someone on the phone? Why is every email inquiry replied to in the most generic and generalized email response possible? Username is Zmaniac82

  Business Response

  Date: 10/23/2023

  This matter has been resolved and the player has been communicated to at this time. If anything else is needed we will be happy to help. 
  
  

• Initial Complaint

  Date:09/20/2023

  Type:Product Issues
  Status:

  AnsweredMore 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 opened a DraftKings account 3 days ago. As opposed to depositing money to their sportsbook I deposited it to fantasy football. I emailed them immediately after noticing the kid take. They told me that I could either play it out, withdraw the money for a fee, or request a refund. I chose the latter. They ensured me and said before they could refund my money thst eas deposited erroneously they told me I have to verify my identity. I hedge them all documents requested and they continued to give generic replies. I sent almost 3 dozen emails and they have yet to resolve to issue. I dont think thats its real people who are responding. The answers seem very computer generated. Now thruvfing even reply they just keep sending me a survey to rate the transactions. As a single mother anyone taking money from me is very hurtful. This company is very shady as you can see from the reviews and numerous complaints.

  Customer Answer

  Date: 10/01/2023

  I have not heard from the business in response to my complaint. *** reached out to them multiple times since filing this complaint and they asked me to send another copy of a bill and I did on Thursday. I sent a follow up email informing them that I uploaded the document and they have not followed up. This is a disgrace 

  Business Response

  Date: 12/27/2023

  This matter has been resolved and the player has been communicated to at this time. If anything else is needed we will be happy to help. 
  
  

• Initial Complaint

  Date:09/20/2023

  Type:Product Issues
  Status:

  AnsweredMore 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.

  Hi, Draftkings have been restricting my account for the past week , and my withdrawal funds on hold, since 9/14/23 , about week before on 9/6/23 i saw big online New user Exclusive bonuspromotion ********************** sporting bet book were doing , and i like to ****** sometimes for fun, so i decided take a risk and invested 5 thousand from my savings into one of my favorite games of that day 9/14/23 into Dratkings sportsbook to hopefully hit the money line bet!. I did! and they are not giving my reward!. Ive proven all identities and verification. I still dont know why they keep making up excuses and keep asking for the same verifications, they are not complying. Hopefully you guys help me out please.

  Business Response

  Date: 10/23/2023

  This matter has been resolved and the player has been communicated to at this time. If anything else is needed we will be happy to help. 
  
  

• Initial Complaint

  Date:09/20/2023

  Type:Product Issues
  Status:

  AnsweredMore 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 placed a bet with draft kings sports book they have been refusing to declare the last leg a winner for 3 days, and have not given me any information regarding customer support. I asked why my bet has not been paid, I am told because the bet is in review. I ask which part of the bet is in review, I am given a different generic email. I ask to speak to a supervisor, I am told I cannot because my bet is still in review. They are unable to be contacted and I am at the whim of their communication regarding money they owe me. I have not experienced this with any other Sportsbook and it is an anomaly in the market for payouts and service to take this long.

  Business Response

  Date: 10/23/2023

  This matter has been resolved and the player has been communicated to at this time. If anything else is needed we will be happy to help. 
  
  

• Initial Complaint

  Date:09/20/2023

  Type:Product Issues
  Status:

  AnsweredMore 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 8/1/2023, I was notified that my account has restrictions on it that prevent me from wagering or withdrawing any money. I was asked for bank statements and a SCID. I submitted those same day. ******************************************* generic and repetitive emails (barely). I just want this resolved Ive done everything that was asked. If the restrictions cannot be removed then Ill live with it. But Atleast return my $2,300 back to my original payment.

  Business Response

  Date: 10/23/2023

  This matter has been resolved and the player has been communicated to at this time. If anything else is needed we will be happy to help. 
  
  

• Initial Complaint

  Date:09/20/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  So Im placing my bets and then see that I won my bets on DK and go to withdraw the funds and it says my account was restricted? I took it up with Sportsbook and got nothing solved and have been waiting for my issue to be fixed for almost a week and still havent gotten it resolved!

  Business Response

  Date: 10/23/2023

  This matter has been resolved and the player has been communicated to at this time. If anything else is needed we will be happy to help. 
  
  

• Initial Complaint

  Date:09/20/2023

  Type:Product Issues
  Status:

  AnsweredMore 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 recently used DraftKings ********** services and deposited roughly **** dollars and won about ******* dollars and they limited and restricted my account. They asked me to provide statements and banking info to verify my identity which I did. Its been about 3 weeks with my money being held hostage with no update other than the automated weve sent your case to the appropriate teams. Ive messaged them over 40 times and received the same automated response with no real update to my case or when Ill receive my money or be reinstantiated

  Business Response

  Date: 10/23/2023

  This matter has been resolved and the player has been communicated to at this time. If anything else is needed we will be happy to help.