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:08/17/2023

  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 August 4, 2023 I tried to withdraw my DraftKings balance of $2,730 that I rightfully should be able to. On August 5, 2023 the withdrawal was canceled for no apparent reason. My account had been locked for no reason other than I had won money and they do not want to pay me. I contacted customer service and followed their instructions, submitting an FDIC, bank statement, and utility bill. **************** responded saying my SCID and bank statement are valid. I was told to update my address in my account which I did. They said the address does not match the address they have on file. Then they requested that I submit proof of residence again, to which I did. It has been days, and they have still not unrestricted my account. The only response they have is that their team is working on it and they do not have a time frame for when my account will be unrestricted. I need help solving this.

  Business Response

  Date: 08/24/2023

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

• Initial Complaint

  Date:08/17/2023

  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 have over $5000 in my Draft Kings account. I tried to withdraw some of these funds and for some arbitrary reason the account was locked by Draftkings. In order to unlock the account, I was asked to supply some information (photo of drivers license, bank statements) and all was provided on August 9. It has been more than 1 week since I provided all the requested information and the account is still locked and it is impossible to get any update from DraftKings.

  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:08/16/2023

  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.

  Upon recieving a advertisement for a sportsbook promotion now that it is legal in MA I signed up for three programs with promotions and my experience with Draft Kings by far as been the worst. Upon depositing the required amount I recieved free bets and placed them on the womens soccer world cup on underdogs, resulting in a net win of $462.50. Upon trying to cash out I was asked for my id which was typical of my experience **** other services. In addition they asked for a full bank statement, selfie with id and still have not unrestricted my account. I have provided sufficient evidence and would appreciate my funds being released.

  Business Response

  Date: 08/24/2023

  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: 08/24/2023

  My user name is ***********. Please let me know if you require anything further.

  Best,

  *******************************

   

• Initial Complaint

  Date:08/16/2023

  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.

  On 8/16 I won 3 bets with DraftKings. As of making this 2 are still showing as open and one is showing as a loss even though the bet was a win. DraftKings support is not helpful at all with this and keep giving me the run around on these bets. Below are the Bet IDs. If this is not resolved, I will also submit complaints to the *** IC3 for internet crime as they are marking bets as loss to avoid paying money they owe, as well as pursue further legal action.Bet ******************************************************************

  Business Response

  Date: 08/24/2023

  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:08/15/2023

  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.

  I opened a Draftkings account 2 weeks ago and deposited $500. I made an initial wager. The very next day the account was placed under restrictions without any explanation why. I contacted customer service and uploaded per their request a photo holding my licence.I received a response saying that they would review it. After 1 week they requested that i upload the same photo again as well as a credit card statement. I did as requested. Now 2 weeks have gone by, i have no response, the account is still restricted. This business is clearly fraudulent. I see that there are many complaints from other people. Can the BBB help in any way? Are there are legal proceedings against them? How can I make a legal case against them? Are they regulated? If yes who is the regulator?

  Business Response

  Date: 08/24/2023

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

• Initial Complaint

  Date:08/15/2023

  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.

  August 9th they restricted my account after a withdrawal was reversed. My bank refused a withdrawal because it came from a gambling organization. Once that happened, they restricted my account. Within hours I submitted everything they requested and was told I just have to wait. I sent emails as the days went on but no change. I emailed them asking what I was restricted for. Nothing. Finally I told them Im contacting the state gaming board because what they were doing is illegal to which they decided to permanently restrict me with the money still sitting in the account. No response to why Im restricted or what they will do to send me my funds. Nothing. Be warned, this company is illegally withholding money and they dont care to actually provide support.

  Business Response

  Date: 08/24/2023

  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:08/15/2023

  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.

  About 6 months ago my account on ********************** has been restricted due to my wife letting me use funds to deposit money into my account and since we are married and share funding I did not think it to be a big deal until draftkings restricted me . I then stated to them how sorry I was for not knowing and they then went to say I have gambling issues and restricted me for 90 days. Which was July 3,2023. Since then Ive provided documentation that has been asked of me over and over again such as proof of residence and id for verification purposes also acknowledging the one player one account policy that prompted this mess six months ago. Theyve refused to reinstate my account and when they said they are in process of reinstating they go and restrict my account and make up any lie for justification. I have begged and asked many times for my funds of $90.00 to be released to me and expressed no interest in gambling again and they still refuse to give me my money and they proceed to not message me or reach out to me whenever I ask what is happening and why is it happening . I feel that I am and have been treated very wrong and am being abused mentally financially and emotionally by draftkings.Ive done nothing wrong but request funds that are mines and have nothing ti do with the initial restriction they are from a winning I made prior to anything happening . They dont even allow me to access my own money and when I asked for a phone number and to speak to a supervisor they denied me Both requests time and time again. Please help Me resolve this situation I am very stressed and this situation has got out of hand now . They are bullying me and many others using this same method .

  Business Response

  Date: 08/24/2023

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

• Initial Complaint

  Date:08/15/2023

  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.

  I was using the DraftKings sports app betting on games , I had won money on those games, when I tried to withdrawal money from my account, I was instantly blocked from the site without any explanation , I contacted them and they stated they needed a drivers license photo with me in picture and bank statement, I provided the bank statement, they said they wanted a bank statement, that ended in **** , I told them that was my credit card number, they are refusing to pay me and are holding my money hostage

  Business Response

  Date: 08/24/2023

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

• Initial Complaint

  Date:08/15/2023

  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.

  This company is holding my funds. I accidently put $830 instead of $83 dollars to play. I tried to withdraw my $830 from my account since I hadn't meant to put that amount. The next day I received an email that my account is restricted and they denied my withdrawal. They asked me to send over documents of my bank statements and my ID which I did. They said give it up to 48 hours which I did. I still can not withdraw my funds and they suspended my account. I did not do anything wrong for my account to be restricted, and they refuse to let me get my funds out of the account. I haven't been able to get in contact with a real person and I haven only been getting emails from AI that has been putting me through a loop of submitting the same documents over and over. I have provided all the information and proof that all $830 came from my account and explained that it was an accident, and yet my issue has not been properly heard or resolved. I would like this issue to be resolved asap. Draft kings has not even once got in touch with me as humans properly! This feels very illegal and it's for sure unfair to me as a loyal customer.

  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. 
  
  

• Initial Complaint

  Date:08/15/2023

  Type:Customer Service 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.

  Last week my account (xMaverick) was locked by Draftkings, when I contacted customer support they stated "It has come to our attention that there are multiple DraftKings accounts associated with your account (xMaverick). Since this goes against our one player, one account policy, we have placed restrictions on your account pending verification. In order to verify your account, please upload a self-certified ID (A picture of you holding your Driver's License, Passport, or government-issued photo ID next to your face) to our secure document page here."I advised them that I had no other accounts and immediately provided a selfie while holding my ID as they requested in order to verify my identity. Then my daughter was hit with the same issue, followed by her girlfriend. (We all live in the same house) Between the three of us we have pages upon pages of communications with the several different representatives that were responding. All leading us nowhere. They either kept repeating their "one player one account" rules or responded as if they were just assigned the ticket. We all live in the same household and utilize the same devices when we play our games etc. No where does it say in Draftkings Terms of Use that device sharing is prohibited, it states that sharing ACCOUNTS is prohibited which we do not do. That is the sole purpose of two factor authentications as well as the SCIDs we provided. They closed my daughter's gf's account and ceased communications despite her complying with their requests, they have ceased communicating with my daughter who is a VIP there despite her compliance and refuse to unlock her account. And still refuse to unlock my account that still has some funds in it, despite my compliance. They can see the active accounts "associated" with one another are simply associated with one another because we are in the same household, rotating through the shared devices. We have done nothing wrong and have violated no policies. Please help resolve.

  Business Response

  Date: 08/25/2023

  At this time we have contacted the player directly. If anything further is needed we request the player reach out via their support ticket.

  Customer Answer

  Date: 08/27/2023

  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. 

  They have not reached out to me directly, the last correspondence was one that I initiated over a week ago again attempting to resolve. I've attached those screenshots. The purpose of their SCID (Self Certified Identification) is to validate the account player/owner. I have provided that. Multiple times. Despite NEVER violating a policy of theirs. I am being punished, we all are in this house, for a faulty system on their end. Absolutely no other business locks accounts because of multiple individuals in a household using a service. We all have separate user accounts, and we have all validated our accounts individually. They are refusing to unlock our accounts because one user (our former roommate) will not upload his documents. We have explained over and over that he changed his mind almost instantly upon signing up and wanted nothing to do with gambling or with putting anymore of his information on the web. He also explained this to them. This man never made a single deposit and never played a single game on that account which they can see on their end.
  
  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: 09/19/2023

  This player was reinstated on September 5th. If anything else is needed we will be happy to help.

  Customer Answer

  Date: 09/19/2023

  [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,
  
  ***************************