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:09/16/2023

  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 deposited $250 into draftkings on 09/16/2023 i tried to withdraw my money from the app and it gets canceled twice and then draftkings restricts my account so i cant log in.

  Business Response

  Date: 12/28/2023

  At this time we will not be reinstating this players account and we have communicated as such. If anything else is needed we will be happy to help. 
  
  

• Initial Complaint

  Date:09/16/2023

  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 Sept 10 2023 I had been playing draft kings casino since the previous night . I had made a couple deposits not using any kind of promotional bonuses or anything of that sort just gambling 100% of my money. Over the course of the night and playing several different games my winnings accumulated to $2200.00 in which I decided to cash out/withdrawal because I have legal matters coming up and I need to pay for counsel. So on 9-10-23 I hit withdrawl and answered the questions and sent all verification ahead of time. I then logged out and got a bite to eat upon trying to log back into my account later on I was not able to my account for some reason was restricted. I emailed support and was told that due to many failed attempts at deposit my account would need to be *************** of all the failed attempts were not all in one day they were over a matter of days and they were failed attempts bc I had forgotten to turn my cash app card on before making a deposit and it is something I seem to forget on a regular basis but once I realize I fix the issue and deposit is made from same card with no issue. Mind you that as long as I am making deposits those failed attempts have never been an issue before I decided to withdrawal my winnings. Now that I expect to be paid my winnings now do they find issues and restrict my account . I'm very upset at how I am being treated here I have emailed several times only to get vague informational responses but I feel as though they are trying to find any and every reason to not have to pay me when I won fair and square and only used my money no promotional bonuses or anything and I want paid my winnings and they advertise that it only takes 24hrs for withdrawals to be processed to your debit card and it has now been 7 days and I am still locked out of my account still haven't heard back from support and I should have been a valued customer I enjoyed their casino and spent a lot of money playing with them. I feel as though this multimillion dollar company has gotten where they are not bc they are a good reputable co. But because they cheat their customers out of their winnings

  Customer Answer

  Date: 09/27/2023

  I have not heard from the business in response to my complaint. They sent me an email stating I was being investigated for responsible gaming insinuating I have a gambling problem for being so adamant about being paid my money when it was suppose to only take 24hrs to withdrawal and it is now going on 2wks and 2 days. I can't believe the level of unprofessionalism being displayed by a multi million dollar company to whom should have been a valued customer. When and if this matter ever gets settled I will not not waste another ***** with this company nor wod I recommended anyone else wasting g their money with them either.

  Business Response

  Date: 10/13/2023

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

  Customer Answer

  Date: 10/16/2023

  [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:09/16/2023

  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.

  I made a bet, then won, so I had $580.02 in my account, I asked them to pay off the bet, and the next thing, they restrict my account. I tried numerous times to get my money out, even though they say I can while it is restricted, see screenshots, and I have had no response. It has been days, and nobody is responding to me, and they stole $580.02 from me. I don't care if the account ever opens again, I just want my withdrawal, which they state in their message, see screenshots. It looks like they will never respond, so I will have $580.02 stolen from me, by DraftKings. Once I see an outcome from this complaint, I am going to file theft charges against DraftKings. Pretty sad when they will end up paying 100 times what they stole,but I guess they know what they are doing. They are thieves, and are violating ******** Gaming Rules, and hopefully get fined, because I filed a complaint with the ******** ************* I will take this to Court, there is no way they are going to steal my money.

  Customer Answer

  Date: 09/28/2023

  I have not heard from the business in response to my complaint. They haven't responded to me at all, except sende two notices that a check was sent to me. So far no check, or any response saying why they are stealing my money. The check notifications are FRAUD, since the have no intention of returning my money. 

  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. 
  
  

  Customer Answer

  Date: 10/23/2023

  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,

  *****

   

   

• Initial Complaint

  Date:09/15/2023

  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.

  Basically I have a draftkings account that has been locked since 9/10/23, since then they have asked me to provide all the documents proving who I am and all cards I use and I gave it to them. Now they have apparently sent it to some higher *** in the company with no resolution to my issue. I either want my account unrestricted so I can access my funds and if that can't happen I'm going to need a check back for the amount remaining locked in my account. That's a lot of money they have of mine and they won't release it.

  Customer Answer

  Date: 09/26/2023

  I have not heard from the business in response to my complaint. They said that their internal team is working on it but it has now been almost three weeks with no status change. Still restricted account. The money is still locked in there. ******+ dollars.

   

  Business Response

  Date: 10/13/2023

  At this time we ask the player follow up with their open support ticket. If anything else is needed we will be happy to help. 

• Initial Complaint

  Date:09/15/2023

  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.

  Hello i made a transaction with Draftkings ******, ** on september 4th at 4:52 Pm. This transaction was $380 US dollars. I went to withdraw my money from Draftkings *** and they have locked my account fully and restricted me from receiving my refund of the initial deposit. I have contacted draftkings through email countless of times and they have automated responses claiming that they are a **************** representative but yet they cant help me with this issue.

  Business Response

  Date: 02/12/2024

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

  Customer Answer

  Date: 02/12/2024

  this company has still yet to issue me a refund. My funds have been held in this account for over 6 months. My draftkings *** username is Salmonbets70

   

   

  Business Response

  Date: 07/01/2024

  Hi BBB,
  
  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.
  
  Thank you,
  *******

  Customer Answer

  Date: 07/01/2024

  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. 

  They told me to submit my bank statement and i did. the bank statement proves the transaction of $380 to the business draftkings. i have also added that bank statement to the files on this BBB response. My account is not reinstated and its still locked with my Real American Dollars inside the account. Its been almost a year and i havent received any phone calls or emails by draftkings supervisors. This is illegal since there holding my money after i provided all the bank statements needed. Draftkings are scammers and shouldnt been a legal sportsbook 

  [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,

  *****

   

   

  Business Response

  Date: 09/03/2024

  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:09/15/2023

  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.

  A while back I had an account with **********************. I never had any issues with them at all and enjoyed playing on there. I had a crazy ex girlfriend at the time that was extremely controlling and asked that I shut my account down. So I asked that they permanently shut down that account. I tried to reopen that account later and they told me that once the account was shut down that they would not reopen the account. So many months ago I opened a new account. I get to make the choice as to whether or not I have accounts. Otherwise, I consider this a discrimination issue. On my first account I won several contests and never had an issue until I was bullied by an ex to close the account. I have reached out to Draftkings for the last 3 days and they will not get me in touch with a supervisor and continue to blow off my requests to have my account reopened. They willingly let me play on the account for multiple months and then shut it down for absolutely no reason. I was not told or disclosed that I would never be able to open another account at that time. I would like my account reopened or I would like every contest entry I have ever made to be refunded based off of discrimination and the fact that they did not disclose that I would never be able to open another account.

  Customer Answer

  Date: 09/26/2023

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

  Business Response

  Date: 10/13/2023

  At this time the players account will remain closed. If anything else is needed we will be happy to help. 

• Initial Complaint

  Date:09/14/2023

  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 redeemed my crowns (Draftkings rewards) for a $200 ****** gift certificate on around August 22nd. I did not receive anything for over three days so I emailed to confirm it was sent. I was told it was sent and to check spam folder in case it was there. It was not delivered to my email address and was not in the spam folder. Draftkings support said they would contact the vendor to track down the gift certificate. I did not hear back for a week, so I followed up and was told it is still being investigated. I have been going back and forth with Draftkings for three weeks now and receive the same response every time. I'm owed $200 and no one seems to care enough to do anything. Please help assist in recovering the gift certificate. Thank you.

  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:09/14/2023

  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.

  September5th to 9th. I placed bets on a fight event. An hour before the event I attempted to log in and cash out my bets for a loss because I over bet. DraftKings did not let me enter my account until verified. I immediately uploaded my drivers license They did not let me in my account until 12 hours later and by then my money had been lost. I contacted them and told them there was 3100$ in bets that I had intended on pulling that they declined me access to my account. And I felt they were accountable for these losses. I contacted DraftKings and they refused to take blame.

  Customer Answer

  Date: 09/25/2023

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

  Business Response

  Date: 12/29/2023

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

  Customer Answer

  Date: 01/08/2024

  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,

  Burhan

   

   

• Initial Complaint

  Date:09/13/2023

  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 my DK account was restricted because it said I tried to log in from two different places, which I did not. I have only been logging in from ********. I got a notice saying that I needed to upload a SCID and utility bill, both of which I provided. I was then told that the address on my DK account didnt match my Drivers License which was because I had just exchanged my ** license for a ** one and hadnt updated the address on my DK account. I contacted support to have them update my address and sent in a bank statement as well for verification. I then emailed asking them to please expedite the process and they responded by saying we are investigating your account for responsible gaming. I have done nothing wrong and now they locked my account. I am not able to withdraw my own money, deposit, or place any bets. They havent provided me with a date that my account will be unlocked.

  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:09/13/2023

  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 $10 Free Bet FROM DRAFTKINGS on a 3 Leg Parlay Bet today, it was for 3 Players to all have 2 or more Hits, Runs, OR RBIs. A little after the games started I went into my bet slip to view my bets and DraftKings had already listed *************************** (One of my Players) with 2 H+R+RBIs! I HAVE SCREENSHOTS OF THIS! After the game they had dropped his Hits *********** to just 1, Which benefits them, All the other legs Won in my bet, except that one. I can't help but feel since they technically listed it as a win for nearly the entirety of the game and until after the game was over, They Should Have To Honor It As A Win! Their computers must have incorrectly added up the players hits runs and RBIs or something! I watched all three of these games thinking that my Bet had won and that I would be receiving $40 after they were over, only for them to change the amount of the players hits runs and RBIs after the game was over to have them settle my bet as a loss! HOW IS THAT RIGHT OR FAIR!? As I stated I have screenshots and proof of everything I am explaining here! I want them to explain why they incorrectly totaled up this players number of hits runs and RBIs! Their miscalculation, or whatever it was, caused a huge misunderstanding and I spent two to three hours thinking my bet won until the end of the game when they started changing things! If these progress bars that they have in people's bet slips can be changed they shouldn't have them! It's misleading! I only would have won $40, But I feel that they should honor this bet as a win because of their miscalculation of the players hits runs and RBIs. And for them not to change it until the end of the game like that really makes things look fishy to bettors like myself. Makes me wonder how many other games that I didn't watch closely had numbers get changed around to benefit them and not their customer! The least they can do is issue me $40 Casino Credit or something for THEIR Confusion, $40 is what would have been won!

  Customer Answer

  Date: 09/23/2023

  The only response I got from them is that the Progress Bar in question is for entertainment purposes only. But my issue is why are they putting things up on their site that didn't happen? As you can clearly see in the screenshot that I provided in my original complaint they claimed the first leg of my parlay had won, after the third and final game was over and had also won, they settled the parlay as a loss. And as I claimed the only response I received from them was stating that this progress bar is for entertainment purposes only, no bettor is going to be entertained by them saying one of their bets won and later settling it as a loss, that's not entertaining to any customer or bettor, it's misleading and it's false information, in my opinion. I have explained to DraftKings that this would not have happened had they not had that progress bar on there, there would have been no confusion and no complaint would have been made. But because they put these progress bars up in people's bet slips, it's extremely misleading. But that is all I have heard from DraftKings, so far they have denied to give any resolution to the issue at all, not even the amount that would have been won in on site free play, not even my measly $10 Bet back!

  Business Response

  Date: 02/12/2024

  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.