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:09/12/2023

  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.

  Place a bet on 9/6/2023 at 10:34AM El which won based upon draft kings bonus rules. Draft King counted the game as a loss. Bet amount: $30 Bet Details: KC Chiefs beat ************** If the Chiefs went ******** or more anytime during the game than the bet would pay out. Draft Kings did not honor the bet. I am unable to reach a person with draft kings.

  Customer Answer

  Date: 09/23/2023

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

  Business Response

  Date: 12/29/2023

  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: 01/02/2024

  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. 

  There has been no contact from Draft Kings, except an email with no way to respond.  Draft Kings has made no attempt to resolve the issue.  I received a nasty email and my account closed without notification.  My winnings were not paid out when account was closed.  Issue has not been resolved.  
  
  
  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: 02/19/2024

  This bet has been settled in accordance to our house rules and we consider the matter resolved at this time. If anything else is needed we will be happy to help. 

  Customer Answer

  Date: 02/20/2024

  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. 

  There was no change from Draft Kings.  Draft kings does not have a contact or availability to speak with a person.  This resolution could have been easily No resolution has been provided or offered except it doesnt meet company policy.  Company policies are not public and not part of user agreements.  ********************** should be held accountable for bets taken and not allowed to back out after loss.  Requesting draft kings pay out amount  owed.  
  
  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: 03/10/2024

  This matter has been resolved as the wager was settled in accordance to our house rules. If anything else is needed we will be happy to help. 

  Customer Answer

  Date: 03/11/2024

  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. 

  Draft Kings in-house rules ares designed to benefit draft kings and allows them not to pay out ******.  Draft Kings rules are un-ethical and not fair to customers.  This matter could have been reasonably resolved with a phone call which still has not occurred.  Draft kings shows no intent on resolving conflicts with customers.  

  Winning wager has not been paid so I reject the response from Draft Kings.  There has been no contact or intent to resolve this dispute.  

   

   
  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: 07/16/2024

  
  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.
  
  Brandon 

• Initial Complaint

  Date:09/12/2023

  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've had an Account with ********************** for several months. Rarely used, when I recently attempted to logon I was sent a link to reset my password. That attempt failed (dozens of times) because it said my account was locked due to too many failed attempts.CS then sent me a link to upload my pic with a drivers license. The link sent (dozens of times) was for a new account only. Entering my email prompted a notice that I already have an account.I sent dozens of requests for help and all Ive received are these 2 links which dont address my issue. Apparently there is no way, or no way CS is aware of, for an existing user to upload ID docs.I just want whatverer money is in my account returned.

  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:09/12/2023

  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 August 22nd I opened a DraftKings account and deposited $600 via a credit card. My first credit card denied as they won't do gambling. My second credit card worked. On the same day they restricted my account. They asked me to send a picture of myself holding my drivers license. After a few days, I reluctantly sent it. Then they asked for a PDF copy of my credit card statement. Again, I reluctantly sent it. My account is still restricted as they now want my credit card statement for the credit card that declined. They have no right to this personal financial information. I didn't transact business with them on this card. It's an invasion of privacy. They have ID'd me and have gotten the credit card information on my card that I used with them. Their right to ask for information is not ********** would like for them to either immediately unrestrict my account or refund my balance, including canceling my two outstanding bets and returning that money. My username is: Dollabillz33

  Customer Answer

  Date: 09/23/2023

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

  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. 
  
  

• Initial Complaint

  Date:09/12/2023

  Type:Order 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 two bets for $40 and $10 for Half Time/ Full Time bet that paid at +700 for ************* Halftime and New York Jets Full Time. According to DraftKings website Betting Terms this would be considered a winner. See website below. Draftkings is refusing to pay me the $400 owed to me saying that regulation ended in a tie so the bet lost. The website below states 'Half time/Full time' odds allow for you to bet on the results in half time and the final outcome of an event. **********************************************************************************************************(Half%20Time%2FFull,(the%20team%20scoring%20103

  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:09/12/2023

  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 username is Zmcghee1 Draftkings has locked and restricted my account for no apparent reason I have emailed them several documents I have uploaded to verify my identity as asked so I can withdraw my money I have on the account no one has reached out I can not access the funds that are rightful mimes they won't let me withdraw the money that I have won and is rightfully mines and I would like to have my money .. there are not responding to my emails anymore and aren't letting me retrieve my funds that I have rightfully won

  Customer Answer

  Date: 09/22/2023

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

  Business Response

  Date: 12/28/2023

  At this time the player has filed a chargeback dispute against DraftKings. Until the dispute is dropped we will be unable to reinstate the account, per our terms of use. 
  
  

• Initial Complaint

  Date:09/11/2023

  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.

  Draftkings has locked and restricted my account for no apparent reason I have emailed them several documents I have uploaded to verify my identity as asked so I can withdraw my money I have on the account no one has reached out I can not access the funds that are rightful mimes they won't let me withdraw the money that I have won and is rightfully mines and I would like to have my money .. there are not responding to my emails anymore and aren't letting me retrieve my funds that I have rightfully won

  Customer Answer

  Date: 09/22/2023

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

  Business Response

  Date: 12/29/2023

  At this time the player has filed a chargeback dispute against DraftKings. Until the dispute is dropped we will be unable to reinstate the account, per our terms of use. 
  
  

• Initial Complaint

  Date:09/11/2023

  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.

  september 5 2023 amount **** account username : shaiywa so i placed a **** dollar bet on ***************** Sox vs ***************** , but about 6+ hours before the bet i changed my mind and pressed cashout , i was using the phone application, when i pressed cashout , the cashout was stuck on loading screen (Frozen) the whole app froze and i couldn't press anything , so i decided to close the app and open it , after opening my account i was hit with an account restriction because of suspicious activity on my account ! I immediately contacted the customer support and explained to them what happened and was told to rest assure and the internal team will take care of it . I told them how im not able to cashout my bet anymore even though the option is still available but the restriction would not allow me to. I was told that they cant do anything about it until the restriction is lifted . I told them that im not comfortable to have a bet in play that i was trying to cashout and because of application technical difficulties that caused a false flag on my account causing me to have a restriction placed on my account. which made no sense to me but i thought i was dealing with a multi millionaire company and they would surely fix my account if i got any losses as obviously this was a technical/software problem. after a week of constant random robotic generic responses i was finally able to speak to a manager and was told they do not do refunds fore restrictions or failed cash outs, I explained to them how i had a restriction on my account AFTER i pressed cashout and the app froze and also my account was only restricted for suspicious activity after i closed the frozen app and re opened it. meaning a false flag as soon as i brought their policy up they disconnected my chat and now im not able to chat with them. and even though in their policy it says technical difficulties caused website are due a refund. also the bonus bet that i recieved expired because of account restriction

  Customer Answer

  Date: 09/22/2023

  I have not heard from the business in response to my complaint. I have filed a complaint with iagco as well and they are trying to get in contact with them. They are trying to prolong as long as possible . They refuse to answer the questions regarding my complaint especially the ones with iagco and continue to send me generic responses regarding a matter that Is not at all the concern. 

  Business Response

  Date: 12/29/2023

  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: 01/02/2024

  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.

  I am to this day dealing with this situation as I have a file open with ******* alcohol and gambling commission. They have refused to provide sufficient data and answers that is required for this case. Also since the start of my communications with draft kings , they lied , deceived and used malicious tactics in hopes of exhausting me and my efforts. I can foresee a legal battle in the future with all the documents I have acquired.  If I can help anyone , I would say to avoid draft kings by all means and go with countless other gambling companies like bet 365

  
  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,

  Syed

   

   

• Initial Complaint

  Date:09/11/2023

  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.

  I would like my DRAFTKINGS account off restriction as I have already proved who I am three maybe four times in multiple ways. Why would I be on restriction again after already doing the required documentation. I have requested a check and have no received no response which was when I had 9,000$ in my account. They keep restricting me and keeping me from betting with a balance of over ******* now which I won based off of money I put on the account, the money wasnt bonus money or player points. I have contacted them on numerous occasion and even placed a call back number. I have all 28 emails. They having been withholding my money for months now. When I they restricted me the first time and opened my account, my account was swiped of its funds and showed bets that were placed way prior to the major winnings even less than the $9,000. I feel as if this company is stealing from me and I have done nothing wrong. They email responses are pre written email responses. This is very disheartening over something I enjoy doing, earned and show be able to withdraw.

  Business Response

  Date: 10/20/2023

  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:09/11/2023

  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.

  Signed up via the draftkings website to bet on a ***************** fight. I reside in a state where betting is fully legal. I deposited 600 dollars into my Draftkings account. Upon depositing my finances my account was lock with no reason as to why from Draftkings. After the fight concluded, my fighter won and I won my earnings. So my money + my earnings are now sitting in this account I can't access. I attempted to contact their support via email various different times. They had asked me to upload a photo of myself with my state ID and a recent bank statement. Even after providing these necessary documents, my account still remains locked. After going back and forth with support regarding this matter they are now asking for a bank account number of mine that doesn't exist. I since then contact ******* ***** (my credit card provider) to see if the account they are asking for matches up via my card. They mentioned it didn't. I have also check my current bank account number for my checking to see if it matches their number, it doesn't as well. Even with the required documents provided my Draft kings account still is locked and support gets going in a loop and repeating the same solution over and over without any assistance. The resolution I would like to see is my earnings from the fight as well as additional compensation for lack of resolve for my issue being this has exceeded over a month. Especially when that money could have gone toward a car payment, gas, phone bill etc. Thank you for your time.

  Business Response

  Date: 10/20/2023

  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:09/11/2023

  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.

  They incorrectly drafted $25 10x from my checking account. I emailed them and have not heard back in weeks. Ive emailed them several times. And no response. I have documentation of the incident. I hadnt even used their app for a week when the drafts were incurred.

  Customer Answer

  Date: 09/23/2023

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

  Business Response

  Date: 12/29/2023

  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.