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:09/19/2023

  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.

  I saw a DraftKings ad online for a promotion using code SUMMER5k for a 5k risk-free bet. Not only is this false advertising, it was the complete opposite. A huge hassle and headache, now they are holding my money after my request to withdraw. After opening an account, ********************** requested further documentation to provide them, which I did. Over a week later, I was verified and they allowed me to deposit and place my bet. On sept 14, I deposited $5,000 and placed a bet, which I won. When I attempted to withdraw my money, DraftKings suspended my account. They asked for further documentation, which I provided to them immediately. DraftKings states that they are reviewing it internally. The fact is, they allow you to deposit your money and place bets, so if you lose they take your money. And if you win, they still hold your money and make it virtually impossible to withdraw. If I dont receive my money by Thursday, I will have no choice but to file a lawsuit for theft. Do NOT use DraftKings to place bets!

  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:09/19/2023

  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.

  My son told me about the bet $5 and recieve $200 in bets. So he signed me up for an account. I won a little over 300. 342. They locked my account as soon as I won. Asking for an ID..I sent it to them. Keep in mind it says on there site all reviews will be held between ***** hours. It's been over 48 hours. It has been 3 days. They are holding my ******. Can't reach Noone on the phone. It takes 24 hours to relieve an email response, and this is the worst customer service I have ever seen from a company. They have automated response emails they send you saying they are working on it. I feel bad for those who have lost money on this site because draftkngs doesn't want to pay.

  Customer Answer

  Date: 09/30/2023

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

  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:09/19/2023

  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 9/17/23, I was told restrictions were placed on my account, which prevent me from participating in any contests, depositing additional funds or withdrawing additional funds. When I contacted DraftKings they told me that I needed to provide my SSN and a picture holding my id and that the issue would be resolved shortly. It now 9/19 and the restrictions remain. Whenever I reach out for a follow up, they provide repetitive generic/vague responses. For example, I have been told that my submission was sent to their internal team and that they understand my concern. I have asked multiple times for the specific reason this is taking so long and for an approximate timeline. They tell me that they cannot offer a solid timeframe, but that it will be completed within the near future. They have my ID, and social security number so I dont understand why this is taking so long and why they cannot provide an explanation. They require new users to play through their initial deposit. I have no problem doing that, but I need them to remove the restriction for me to do that. If they are unable to remove the restriction, I am fine with that too. But at least allow me to withdraw my money ($827) to my bank account. My username is ********.

  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:09/19/2023

  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.

  they have locked me out of my account stopped my withdrawls and not letting me log into my account to withdrawl my winnings.

  Business Response

  Date: 10/27/2023

  At this time the player has closed their account and there is no account balance. If anything else is needed we will be happy to help. 

• Initial Complaint

  Date:09/18/2023

  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 September 14, 2023, I played 35 different contests on DraftKings, and some of these contest had duplicate entries. I had won first place on all of them. I won $10,453.88 total from all of these contests. Minutes after winning I received an email from DraftKings wanting me to verify my account with a code they gave me. On the email its stated if I did not request this verification email, please contact customer service. So I contacted customer service through the app and let them know a suspicious email came through. Now my account is restricted and locked. I am unable to withdraw my winnings or play any new contests. I am receiving vague emails that look like they are auto responses. Im not getting any updates other than be patient. Our staff is working on it. I left them a message and Im still not getting any Updates. So I looked on the Better Business Bureau to see if anyone else was having these issues and it seems to be the same reoccurring issues for anyone who has worn money with DraftKings. Ive been using DraftKings for many years and have never had this issue before but *** never won this kind of money before either. Please help me BBB to get this issue resolved. Thank you so much for your time.*************************

  Business Response

  Date: 10/20/2023

  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:09/18/2023

  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 restricted in 9/12 for a reason that doesnt make much sense. I won money from a bet and when I tried to withdraw the money, they restricted my account. They requested that I send my ID, utility bill, and bank statements. Ive sent everything they requested and the issue still hasnt be resolved. Ive emailed them numerous of times and I keep getting generic emails back saying the same thing from every representative. *** requested call backs several of times as well and no one has called me back. I feel like Ive been scammed. I didnt want to file a complaint but they left me with no other option. I just want to withdraw the money that is owed to me.

  Business Response

  Date: 10/20/2023

  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:09/17/2023

  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.

  I have been a member on draftkings for at least 2 years or so. I randomly got my account banned for no reason at all. I sent them everything they asked for, id, me holding id, then after they received it all, they wanted me agree to all the rules again in which I did. Then they said my id is not up to date and they won't accept it until I get a new one. I have money on my account that I can't even withdrawal. I've put many of thousands into this casino and don't have the time to get another I'd done for no reason at all. I deserve my money back plus some for all the inconvenience. To add, this happened about 2 months ago.

  Business Response

  Date: 12/28/2023

  At this time we have communicated what is required for this player to reinstate their account. We request the player follow up directly with their support ticket at this time.
  
  

• Initial Complaint

  Date:09/17/2023

  Type:Sales and Advertising 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.

  Draft Kings offers rewards on their Sportsbook site. I had an offer for a reload bonus of 100% match up to $250.00. I accepted and put in $150.00 but never received the match. I think this is a scam. I would like to get the $150.00 match owed to me.

  Customer Answer

  Date: 09/28/2023

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

  Business Response

  Date: 10/20/2023

  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:09/17/2023

  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 September 14 I made a $100 bet that would bet me $525 and I won the bet and went to withdraw my money and my account was restricted and I was told that my I needed to provide a picture of my I.D. (which I gave them) and then a utility bill( which I gave them a paystub) now on September 17th my account is still locked with all $425 in my account and they refunded my $100 bet and now Im no lawyer or anything but I know you can be sued for this I have pictures and I will proceed if Draft Kings **** countinues to hold out on giving me my money I have pictures of my winnings on my phone of before and after

  Business Response

  Date: 12/28/2023

  At this time we have communicated what is required for this player to reinstate their account. We request the player follow up directly with their support ticket at this time.
  
  

  Customer Answer

  Date: 12/28/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.

   
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ******

  I have done all things asked of me like send bank info, a picture of my I.D. with myself included in the picture and all that I was told is that DraftKings would get back with me on my account verification and withdrawal verification and its been almost 7 months and nothing 

   

  Business Response

  Date: 02/19/2024

  At this time we still require the player to upload the documentation required in order to reinstate their account. Once the documentation has been uploaded we will review for reinstatement. 

• Initial Complaint

  Date:09/16/2023

  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.

  I placed a $5000 sports bet using this app on 9.14.23 My bet won and I attempted to wirhdrawl my $13500. The DraftKing sportsbook did not process my withdrawl. I received an email to submit an ID, proof of address and I completed the items immediately and it said it would take ***************************************************** communication follow up. My funds are held in the account and I have not been able to receive them or speak to a representative on the status. I am writing this email prior to making a formal complaint through the ******* gaming board based on the lack of follow thru and return of my funds from this organization.

  Business Response

  Date: 12/28/2023

  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.