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:08/29/2023

  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 12, I engaged in a betting activity on the DraftKings platform during the ********* vs ****** fight. I placed bets using the receipt IDs DK638274718947362983, DK638274718932064455, DK638274718932064453, and DK638274718932064451. These bets included a straight 1-6 and **** round bet by decision or technical issue on both fighters. The underdog, ********* won by decision.DraftKings failed to honor the $600 that I had rightfully won on my bet for *********. Upon reaching out to DraftKings via email to seek clarification for this issue, ***** replied to the complaint and stated that, for round betting, a fighter must secure a victory by **, TKO, or disqualification to be deemed eligible for a payout. This response contradicted the established betting rules for this fight, which included options such as a win by decision or technical issue, alongside a separate line for KO or TKO predictions.In an attempt to resolve this matter, I provided a thoughtful response, pointing out the inconsistencies between their response and the actual betting rules. Unfortunately, my response was met with an alarming development: my account was restricted by DraftKings (******). As of the current date, August 29, 2023, my account remains under restriction. This restriction has not only hindered my ability to access the funds I initially transferred, amounting to over $1,200 from my credit card, but it has also prevented me from executing any account-related activities, including withdrawals or closures.I initiated this venture with the goal of funding a food truck initiative for the hungry. Two other colleagues joined this venture by other fund-raising means. Theirs was successful, mine failed due to the restriction jeopardizing my efforts. Despite numerous attempts, DraftKings has not provided a meaningful response regarding the account restriction or unpaid bet.I am hoping that the BBB can facilitate a fair and equitable resolution to this matter. Thank you.

  Customer Answer

  Date: 09/09/2023

  I have not heard from the business in response to my complaint in any meaningful way. After launching over five attempts to recover the funds that I transferred from my Discover card to avoid paying interest on the $1,200, I am being courted with form letters instead of undertaking a real effort towards resolution. DraftKings does not have my authorization to retain my funds.

  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: 10/24/2023

  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. 

  [The business removed the account restrictions but did not address the unpaid winnings. Also, the business returned the balance I placed on my account via my credit card and never addressed my owed winnings.]
  
  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,

  Zee

   

   

• Initial Complaint

  Date:08/29/2023

  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 made a deposit and sign up for draft kings and I won $1800 and now they wont let me withdrawal my funds their telling me my account is locked

  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:08/28/2023

  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 won a few thousand and when i tried to withdrawal, my account was restricted and I was told to upload documents. I uploaded the documents and after a couple of days they unrestricted my account. However, when I tried to withdrawal, they once again restricted my account and once again requested documents and said that I need to acknowledge their one account policy. Apparently if multiple people in the same household have their own account but use the same device then they flag you and count that as multiple accounts. I once again uploaded everything that they requested and didnt hear back so i emailed them again. I was told that my documents were blurry and that I need to reupload my documents and that they would be expedited. I again uploaded my documents and now I can't get a response from them. They have given me the run around for 5 days now. I hae played a hand full of times and have been restricted 4-5 times. This is getting ridiculous.

  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:08/27/2023

  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 is a scam sportsbook attempting to steal my money.I downloaded the app, placed some bets, and won money. They immediately suspended me for no reason.They then gave me the run around asking for all sorts of nonsensical and intrusive documentation. I believe the goal of this was to have me give up and forget about the money they owe **** provided everything they asked for and they still have not unlocked my account or allowed me to withdraw my winnings. They refuse to respond to emails. It's been a whole week now.DraftKings owes me $165 and needs to be investigated for this fraudulent business model. It's pretty clear they hate winners and will suspend you for winning then refuse to respond. How is this legal?

  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:08/27/2023

  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 made three attempts to deposit money into my Draft Kings account from my bank account. These three deposits were for $150, $250, and $250. Each time I submitted the request to deposit money from my savings account into my ********************** account, I received an error message informing me that the deposit was not able to go through. However, when I checked my bank account it in fact showed that the three deposits went through and were taken out of my bank account. I have contacted Draft King's ******** support regarding my issues and continue to receive generic copy-and-paste replies.Finally, a week later, I received word that a determination was made related to the missing funds I attempted to deposit. The ******** service people told me that they were able to check the transaction history in my Draft Kings account and were able to identify that the three deposits were in fact deposited into my account. I acknowledge that if you click on deposit history on my Draft Kings account it states that the three deposits were deposited. But if you look into it, it is clear that the funds were actually not deposited. If you click on the transaction history and view all the bets I have made, it states that I deposited the $150, $250, and $250 and immediately lost it on three separate bets. This is where it is obvious that there is some type of glitch or issue with the system. If you click on "lost bets", nowhere in there does it show that I bet and lost the $150, $250, and $250. This is because I never received that money in order to bet and lose. It never made it into my balance.

  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:08/26/2023

  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 recently filed a complaint and draftkings reinstated my account for ten minutes. I tried to withdrawal my funds and they locked me out again. Ive uploaded about 45 documents. They have everything they need to verify which ive already went through verification. Now every single response im receiving is just telling me to start all over with uploading my ID,bank account or utility bill. If they acutally reviewed my account theyd see they already had everything.They are simply just sending a copy and paste message. I just want access to my account to withdrawal my funds that have been there since july 20 .

  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:08/26/2023

  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.

  Last year I played and won multiple times but never realized my a count was being hacked until I got an alert from my bank I was in the red for over **** dollars I looked into it and saw that when I made a deposit for a certain amount multiple deposits were made at same time and I never used tge money I asked draftkings to help me with this with no prevail I want my money back I also know others who have jad this issue as well

  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:08/25/2023

  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.

  Dear *** or Madam, I, ***********************, am a brand-new user of the fantasy sports betting app DraftKings. My username is YourGirlsMCM and I made a 125$ investment on 8/23/23 and was fortunate to make almost 1.2k my first day using the program. Less than 24 hours after I make an attempt to take the money I've earned, they block my account's ability to make withdrawals and deposits. Similar objections to mine are common, as I've observed. The customer support at ********************** is terrible, and they don't appear to be doing anything to help me get access to my money. There have been a few days since I last heard from them. They restricted my account due to suspicious activity although all I have done was logged in and out. They asked to provide them with documents which I have and yet no response.

  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:08/25/2023

  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 am a VIP Onyx member of DraftKings Sportsbettting and recently contacted draftsking to settle one of the bets which has been open for the past 8 days. I had placed the bet on 17th August and the match got over on the same day resulting in my win. I had contacted their customer care multiple times and requested to either close the bet and give my winnings or refund the money. Out of frustration I texted saying that I am short on money and want that bet to be settled as I badly need that money, which is not the case. Thise comments were out of frustration and as a onyx member I understand Responsible Gaming rules ver well and this doesn't make any sense for them to restrict my account just because I had asked them to settle the bet that I had won and informed I will take legal actions if they don't settle the bet. They have the worst customer service who restrict your account for asking the bet to be settled. Onyx membership is considered elite and doing this behavior with your customer is not acceptable. I will ask everyone to refrain from using draftsking if you want your money to be stuck with them forever...Better try your luck with some other online gaming site..probably better than these guys I guess...I would urge draftsking to take ****** action the supervisor who couldn't get the bet settled and also restricted my account for brining up this issue. With this restriction, I can't even contact a real customer service to resolve the issue. All complaints are getting answered by bots and I dont have access to my account and can't access my funds as well in anyway. I have around 1100$ locked up in the account for this restriction. I would also request for compensation for not able to access my funds due to this restriction. Also settle the pending bets asap

  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. 

  [[Although my account has been activated but because of this I couldnt access my funds and also I couldnt login to place any bets and missed the US Open during that time. Draftsking never did anything to address the inconvenience caused. I am a VIP Onyx member and it takes a lot of investment and playing to get this Onyx level.  Certainly not happy with this. I request draftsking to provide some compensation in terms of at least **** DK dollars or some other compensation caused by this incident and also abruptly blocking my account and thereby not allowing to access my funds. Once they do this I am happy to resolve this issue. This is very inappropriate of them to restrict my account because I had questioned about an unsettled bet. I am responsible gamer and I had been following all their rules strictly.]]
  
  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:08/25/2023

  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.

  Draftsking restricted my account after I was following up on a bet that was unsettled even after 5 days of the match completion... customer representative stated they were still looking into it to resolve even after 5 days of the match completion.. I made a sarcastic comment saying I am short on money just to make them settle my bet and it wasn'ta real scenario...it was just a comment and I don't need that money and ready to lose it in gambling. Now draftsking has restricted my account for enquiring about the unsettled bet since I told them if they don't settle it then I will legally take action. As mentioned I am not in need of the money and request to unrestrict my draftsking account and also settle my bet. Since I won the bet they have to settle it anyways. This is not fair to restricted my account because I had asked about the bet settlement...

  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: 09/23/2023

  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. 

  [Although my account has been activated but because of this I couldnt access my funds and also I couldnt login to place any bets and missed the US Open during that time. Draftsking never did anything to address the inconvenience caused. I am a VIP Onyx member and it takes a lot of investment and playing to get this Onyx level.  Certainly not happy with this. I request draftsking to provide some compensation in terms of at least **** DK dollars or some other compensation caused by this incident and also abruptly blocking my account and thereby not allowing to access my funds. Once they do this I am happy to resolve this issue. This is very inappropriate of them to restrict my account because I had questioned about an unsettled bet. I am responsible gamer and I had been following all their rules strictly.]
  
  
  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,

  ********