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Business Profile

Online Gaming

DraftKings, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Online Gaming.

Complaints

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

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DraftKings, Inc. has 2 locations, listed below.

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    Customer Complaints Summary

    • 2,199 total complaints in the last 3 years.
    • 697 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:09/10/2023

      Type:Sales and Advertising Issues
      Status:
      Answered
      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 opened more than 1 year ago, i have been making deposits with them and been losing some money with them last night (09/09/2023) i had a good winning streak, tried to request a withdrawal and my withdrawal was canceled from draftkings and this morning my account its locked and i cant withdraw my money in the draftkings app saying that my account its locked sent all the documents they required. Which is illegal for them to ask after inhave completed my verification 1 year ago. All this because i had some winnings on 2 lucky games. Please investigate this as it is a criminal offence from them i have already filled a complaint with cfpb and *** district attorney.

      Customer Answer

      Date: 09/21/2023

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

      Business Response

      Date: 02/12/2024

      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:09/10/2023

      Type:Product Issues
      Status:
      Answered
      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 did not honor a bet $5 get $200 in bonus bets promotion. A representative said I did not opt. I specifically clicked the link to opt in and signed up through the promotion link.

      Business Response

      Date: 09/18/2023

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

    • Initial Complaint

      Date:09/10/2023

      Type:Billing Issues
      Status:
      Answered
      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 an account with Draft Kings in 2021 - I have utilized this account to wager in my home state. Draft Kings locked my account that contains $6,257.65 in April 2023. They then requested a picture of me holding my driver's license be sent to verify my identity. I have since sent verification on 3 different occasions of which they never unlocked my account nor told me why my account was locked. I reached out again last week and just received a response stating that I am banned and there is nothing they can do for me. All I want is my money refunded to me. I am lodging this complaint to hopefully stop this practice and to get my funds returned to me. 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:09/10/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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 09/06/2023- 09/07/2023 around 11pm-230am I was playing draftkings casino games. I ended up winning a lot ($11k+) on dancing drums explosions. On top of some other wins I had from other games also. I tried to cash out at $16,000 decided to play down to $15,500. They let me cash out $3,500. The rest $12,000 was denied for withdrawal. They claim I needed to send proof of identity in, a picture of my driver's license beside my face, proof of residency, PDF bank statements of both accounts connected to my draft kings account, and to acknowledge the one player one account policy,All of which I submitted and acknowledged. Then they tried telling me my bank statement had to have my card number on it linking it to my checking account. That's impossible. I've done everything they have asked. I have done nothing wrong. I'm over 21, in the *********************, used my own debit card, my own draftkings account, etc. They have my account restricted. After countless emails that get answered by robots, I am coming here in hopes of retrieving the $12,000 that I won that is sitting in my draftkings account. I want to withdrawal it to my bank account immediately. Can you help me resolve this matter? I'm thinking of hiring a lawyer here soon. I just want my money.

      Business Response

      Date: 09/18/2023

      This account as been reinstated at this time. If anything else is needed we will be happy to help. 

    • Initial Complaint

      Date:09/10/2023

      Type:Delivery Issues
      Status:
      Answered
      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 $1 bet for an an *** game and the payout would $30,000 and I won the bet. I was taxed almost $8000 and had a final winnings of $22,000 and then 30 minutes later the entire payout was reversed and I have proof that I won.

      Business Response

      Date: 09/18/2023

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

    • Initial Complaint

      Date:09/10/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Hey my name is ************************* I was playing on draftking been playing for years now I recently just won $1800 Dollar and they block my account I did everything they asked me to do and still nothing no response or anything I put a lot of money into draftking for them to just block me

      Business Response

      Date: 09/18/2023

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

    • Initial Complaint

      Date:09/09/2023

      Type:Product Issues
      Status:
      Answered
      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 restricted my account and not letting me withdraw my funds I've uploaded its been a week. I've uploaded my ID and bankstatement. I can't even log in and see my balance and I've emailed them over 20 times with no response

      Business Response

      Date: 09/10/2023

      At this time we have contacted the player directly with next steps for resolution. We ask the player follow up with their support ticket directly at this time. If anything else is needed we will be happy to help. 

      Customer Answer

      Date: 09/10/2023

      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. 

      I've followed  their instructions and my issue has still not been resolved.
      My email attached to draftkings ********************** 

      Mybuser name is rawwbizz 

      I've also emailed the 20 times with no responses.  They only send me survey emails to complete.  I need my account unrestricted so I can withdraw my money 

    • Initial Complaint

      Date:09/08/2023

      Type:Product Issues
      Status:
      Resolved
      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 8/29/23, 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 ***************** they told me that I needed to provide my ID and a utility bill and that the issue would be resolved in ***** hours. It now 9/8/23, nearly 11 days later 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. That particular update was provided 5 days ago. They have my ID, social security number and utility bill, 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 return my money ($1,180) to my bank account.

      Business Response

      Date: 09/10/2023

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

      Customer Answer

      Date: 09/10/2023

      [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:09/08/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Hey so I turned 21 yesterday and I opened a DraftKings account I deposited $100 of my own money and won $54 after so in total I have $154 left on that account and I withdrew it before anything happened to my account and now its saying I cant access my account I want my money back because this is terrible business

      Business Response

      Date: 09/10/2023

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

    • Initial Complaint

      Date:09/08/2023

      Type:Product Issues
      Status:
      Answered
      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 $25 AND then changed my mind and wanted to be refunded the $25 because i needed it for medical bills and draftkings told me they take money, they don't refund money and hung up on me

      Customer Answer

      Date: 09/19/2023

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

      Business Response

      Date: 10/20/2023

      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. 

      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,

      ******

       

       

    DraftKings, Inc. is NOT a BBB Accredited Business.

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