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:09/06/2023

  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 will not respond to my emails my account is restricted for 3 weeks now and I have my money in account and I want it

  Business Response

  Date: 09/10/2023

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

  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. 

  [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:09/06/2023

  Type:Customer Service 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 cant get in contact with them, they dont respond to emails, their 24/7 customer chat is a lie and I find that unsatisfactory, and unacceptable. I ask for a phone call from their call back program and havent heard back. Its not professional or right.

  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:09/06/2023

  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 advertised $200 of free bets after making a $5 bet. My wife and I each did so. We specifically bet on opposing teams for the same game, so that either way one of us would win. The resulted winnings from ******* was only $15.Then DraftKings charged us $35 of transaction fees.These transaction fees were never disclosed and resulted in a net loss of $10 dollars.

  Business Response

  Date: 09/10/2023

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

• Initial Complaint

  Date:09/01/2023

  Type:Service or Repair 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 8/26 I deposited $25 into my new DK account. Upon withdrawing my winnings on 8/28, I was notified that my account was locked and needed verification. I submitted the requested documents (DL and bank statement) and was quickly notified that the documents I sent were not what they were looking for. I was told that they would "forward the information to the relevant team to look over it. Feel free to let us know if you have any questions in the meantime. We remain available."I have sent follow-up questions about contacting me as there is a time constraint of the bonus bets I received, but they will not contact me. It seems as if they just took my $25 (now $200) and walked away with it. There are no other forms to contact them other than by email, so real time communication is impossible.

  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,
  
  Brody Swan

• Initial Complaint

  Date:08/31/2023

  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 put restrictions on my account then they asked me to take pictures of me holding my I'd I did that then they asked for a bank statement I did that so for the last 7 hours I been asking for a supervisor and nothing they just keep sending me the same email

  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:08/31/2023

  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 was trying to get verified on draftkings, and I got verified. However, another "support" agent stated that it was a mistake and revoke the verification. Frustrated, I inquired about account closure so that I would have a better shot at verification in the future. I requested permanent closure as I thought it would give me the best chance to double check my personal info and resubmit for verification. Support did not explain that permanent closure would prevent me from ever reinstating my account. It felt very misleading and unfair. I have attached a screenshot of the timestamps that shows they explained the permanence only after I made the decision.

  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:08/31/2023

  Type:Product 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.

  Hello,I recently (August 30th) deposited $9,000 onto DraftKings using separate accounts, all of which are mine. I won a bet and went to withdraw it, totaling $14,555.53. This morning (august 31st) I saw an email from draftkings stating there was suspicious activity on my account and that my withdraw request was canceled. I was asked to upload a photo of myself with my ID to which I did. I was then asked to provide bank statements of all of the accounts I used to deposit money into draft kings. I did not feel comfortable doing this at all due to the amount of sensitive information in these documents yet I did it anyways. The response I got after uploading all of this documentation was that they couldnt give me a timeframe for when this issue would be resolved. I am requesting assistance in my account being unlocked to access the $14,555.53 of my money. Thank you for helping!

  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:08/31/2023

  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 sent me sign up bonuses, I signed up, won some bets, made deposits and a withdrawal and then my account was locked. My account had $200 in it and numerous outstanding bets and support told me my account is closed and told me this:Hi ********, Thanks for following up. I recognize your experience with restrictions has been less than ideal. I understand how this can be not very pleasant for you. I would feel the same way. I'm glad to assist. After reviewing your account, I noticed your account had been permanently closed per your request without the chance of reinstatement in the future. We greatly appreciate your patience and time during this process. If you have any additional questions or issues in the meantime, please don't hesitate to let us know. Regards,*****,DraftKings Player Advocate.

  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:08/31/2023

  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 am writing to express my deep frustration and concern regarding the ongoing issue with this account. Despite submitting all the required documents, including my ID, bank statement, and card details, I am still unable to access my winnings. My account has been locked for over a week now, and the responses I receive through emails seem to be repetitive and unhelpful.I understand the importance of security measures, but this prolonged delay is beyond reasonable. I have provided all the necessary information to verify my identity and ownership of the account. Holding my account locked without any clear explanation or resolution is both unfair and unacceptable.I am not only missing out on accessing my winnings but also losing faith in the integrity of your platforms customer service. I have followed every instruction given and complied with all requests promptly. However, the lack of progress and consistent responses are causing immense frustration and anxiety.I implore that draftkings urgently escalate this matter to the relevant team or management. The situation has reached a point where my trust in DraftKings Casino is at stake. I kindly request a swift resolution that allows me to regain access to my winnings and use my account as intended.

  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 # ********.

  
  On September 7th, I received a response from a DraftKings agent regarding the reinstatement of my account. In their communication, they instructed me to reset my password in order to regain access. I promptly followed these instructions, but to my dismay, I still encounter a locked account upon attempting to log in.
  
  Furthermore, I have since reached out to DraftKings to communicate this persistent issue and have provided all the requested documents to support the resolution process. However, despite my efforts, I have not received any further response from DraftKings, and my account remains inaccessible. This has left me unable to access my funds on the platform, and I am deeply concerned about the lack of communication and progress.
  
  I respectfully request your continued assistance in this matter to urge DraftKings to take the necessary steps to unlock my account promptly and provide a clear explanation for the ongoing issues. It is imperative that I regain access to my funds and receive proper assistance from DraftKings in resolving this matter.
  
  

  
   
  
  
  Regards,

  ********

   

   

• Initial Complaint

  Date:08/30/2023

  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 name is ************. I filed a police report against draftsking for my identity being stolen and used on thier platform. I have reached out to the company on numerous occasions to remove my information as i seen there were charges being made from my account and *********************** have filed to resolve my issue. I have provided copies of my police report number to them in hopes that it would help with my case . Draftskings is not a real business and are in the process of being shut down

  Customer Answer

  Date: 09/12/2023

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

  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.