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:08/15/2023

  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,
  
  ***************************

• 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.

  Around 8/2/23 I created an account with one of ********************** books for Horse Racing. I immediately deposited $250 and began using their site without a problem from them. I watered through their app until 8/7/23 in which I had a balance of $1400 in my account. On 8/7/23 I attempted to withdraw this money from their app in which I got a notification that it was processing. I have withdrawn from their Sportsbook app multiple times and it usually takes a few days. When I saw my funds werent in my account by Thursday I went to sign back onto the account and found out it was frozen. I was never informed that my withdraw never went through or that my account was frozen. I was also never informed why it was frozen. I contacted support and was told they needed to receive a photo of my ID, a photo of my social security card, a picture of a **** with my name an address on it, and a photo of the card I used to upload the funds to the account (which is all a lot to verify a person). I sent many documents with all this information on it to Draft Kings and just kept getting a response saying it wasnt adequate enough. I just want to withdraw my funds and deactivate my account.

  Business Response

  Date: 08/25/2023

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

• Initial Complaint

  Date:08/13/2023

  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 have been a fair and good customer on ********************** Casino and on 8/13/23 I had ****** in my account and began playing. I made the mistake of asking why Draftkings always seems to freeze the game to "verify" my whereabouts right when I was about to win big. It happened several times so I questioned it. To punish me they froze my account and stole my money. I am a 65 year old disabled man and that was all the money I had and they more or less said tough. Why are they allowed to punish a man for asking a fair question? Now I have nothing until the first and I told them that and if you look online they do this alot under the guise of "suspicious behavior". Why are they being allowed to get away with this? I need help.

  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:08/13/2023

  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.

  Hi, I signed up for DraftKings Casino online. I did a couple referrals for them, when I went to go back on my account the next day my account was locked out. Ive been contacting them for six months already trying to get my account unlocked. They told me they cannot unlock my account due to I had several accounts opened in my name, which I know I do not have several accounts opened in my name the accounts that they are talking about is the people I referred. Weve given them license to prove this and the peoples been contacting them, which all we do is keep getting the same answer that we are working on it for the last six months the people I referred, are willing to write letters to you showing that they were the ones that open the account under their Social Security number, their addresses their accounts , this draft king is saying I did it which I did not do I have my own account to open up a ********************** account you need Social Security number, which I do not have anyone Social Security number, but my own Ive sent them my bank account my electricity bill my license and they just want more for one. I dont understand why they need all that information maybe my license but not everything else and I was wondering if theres anyway that you can help me and my friends with this situation due to that my friends did win money and they kept it. Ive written in Draftkings several times stating that my friends are willing to talk to them physically to fix the situation because nothings getting fixed through the email. So I was wondering if theres any way that you can help us with this I dont think they are fair square like I said, everyone I referred is willing to write a letter stating that they are real people and that those are their accounts and I did tell draft King about this and they do not wanna do anything but give me a hard time, if you have any questions feel free to reach out. We all just want her account reactivated and our money put back into our accounts thank u

  Business Response

  Date: 10/20/2023

  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: 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,

  ****************** gave them everything they ask for and they still want do anything 

   

• Initial Complaint

  Date:08/13/2023

  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.

  They wont release my payment of $1006 dollars to me. They put a hold on my funds and wont get in contact with me. I have waited and they only have it to where you can email them. This is so stressful I wanted my money to help my mother fighting cancer Im stage 4 they need to release the lock on my account it wasnt a reason to lock it

  Business Response

  Date: 08/18/2023

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

  Customer Answer

  Date: 08/18/2023

  [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:08/11/2023

  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 attempted to withdraw $900 from my Draftkings sportsbook account on August 6th. This transaction was declined twice with no explanation provided. I contacted customer service on Monday August 7th to find out why. The customer service agent explained that I didn't "play through" my deposit, but if I agreed to the terms in the email, they'd be willing to refund the money back to the card that I deposited to originally. I acquiesced that I would agree to the terms only to the extent that it would help me get my funds returned. (i.e. I acknowledge you sending me the information in this email, but it wasn't posted on your website). I then asked for a link to where this "deposit playthrough" terms were actually posted on their website. They sent me a link for a required playthough for "bonus deposits." When I pointed out that this wasn't applicable in my situation (no bonus) they stopped responding to my attempts to contact them. When I try to withdraw, I get a "verification pending" screen that won't let me complete the transaction. They aren't responding to my emails, and the link on there website to reach a "customer advocate" don't actually work. It's been 3 days without any contact from DK even though I attempted multiple communications. Basically I feel like I'm scammed out of my money with no resolution.

  Business Response

  Date: 08/16/2023

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

• Initial Complaint

  Date:08/11/2023

  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 wrote Draftkings last week to ask what the holdup was on a payout on a ****** race that was run on a Monday morning. I won 50 bucks and my winnings didnt show up by Tuesday. They locked my account only to open it later. I was playing yesterday and they locked it again and I have 212 bucks in the account that I need out. Im tired of their games and I want out along with my money.

  Business Response

  Date: 08/16/2023

  At this time we have connected with the player directly. We will follow up via their open **************** ticket with a path to resolution. 

  Customer Answer

  Date: 08/16/2023

  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 sent anything to me concerning unlocking my account that has ****** 

  Business Response

  Date: 09/19/2023

  This player was reinstated on Sept 6. If anything else is needed we will be happy to help. 

• Initial Complaint

  Date:08/11/2023

  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.

  I placed two wager bets for ******** vs ****** fight. One bet was ***** and the other was ******. DraftKings changed my payout from $5700 to $2509.88 on one bet. The other wager $ ****** and I won ******. My total payout is $*****+5,700+250+******= $9,366.66. My account is locked for no reason but they accepted my ******. Im Unable to withdrawn my money even though I sent Draftkings the required account information. ********************** owe my $9,366.66

  Business Response

  Date: 08/16/2023

  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: 08/28/2023

  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. 

  My username for my draftkings account is my email **************************************************. They locked
  my account after I won both bets which total winnings $9366.66 for ******** vs ****** fight for no reason and changed my bet the wager. I have screenshot of my bets unable to get into my account. Notice how ********************** withdraw my $5700 winning +190 bet. Draftkings dont have withdraw button on their app after you place a wager. They committing fraud cheating customers.They lock your account when you winning. 
  

  
  

  Business Response

  Date: 09/19/2023

  This player has filed chargbeack dispute against DraftKings. Until the dispute has been dropped the account will remain closed. If anything else is needed we will be happy to help. 

• Initial Complaint

  Date:08/11/2023

  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.

  I am a VIP gold member of DraftKings Sportsbettting. To become a gold member, one has to play an awful lot of games in order to earn that status. I have been a member for two years. On Wednesday, August 2nd, 2023 I deposited $7300 dollars from My ***************** Account. After depositing $7300, immediately my bank roll on draftkings indicated that my bankroll went from $0 to $8300 which means I got $1000 Bonus after depositing $7300. This deposit was made around 3pm on August 2nd, 2023. I started playing immediately from 3pm to 1am in the morning i played non stop. I made around 15 bets of various amount. i won several bets and lost several bets including my last 2 bets which I lost over $2000. My bankroll went as high as $8600 and as low as ****. at around 1 am on August 3rd,, 2023, I try to make a withdrawal of $**** because I was going out of state and I didnt want to leave money on my bankroll. by trying to withdraw the entire $****, my account got restricted. I was told to send a picture of me holding my drivers licence along with a PDF statement from my bank reflecting the draftkings transaction in order to get the restriction lifted, I did that over 1 dozen times,, sent more than 30 emails and my account remained restricted. On August 3rd 2023 I had sent both the sefie of me holding my drivers licence as well as the pdf statement from my bank reflecting the draftkings transaction. One would think that within a couple days my account restriction would be lifted but that is not the case. My account has been restricted over 1 week, and I am not able to play nor withdraw my money. I ask that the BBB intervene because everytime I try to message Draftkings support, it seems like I am being responded to by BOTS and my emails to draftkings keep going into circles. Please help me get my account unrestricted as I have tried messaging DK support more than 25 times. enclosed and attached is the document in pdf format from my bank showing that I made the transaction along wiht picture of my holding my drivers licence. This document was requested by DK to lift the restrictions, but about 8 days later and I am still restricted. I have also upload a selfie with me holding my drivers licence.

  Business Response

  Date: 08/15/2023

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

  Customer Answer

  Date: 08/15/2023

  [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:08/10/2023

  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 won $5,000 on a wager, I've been using this app for a long time and I finally won.... I go to withdraw half of my winnings and my account was restricted with zero explanation. They asked for ID/SCID and I provided. They asked for the bank statement with card ending in **** and I provided. They told me the bank statements are not valid because it doesn't show my debit card # which ends in ****. I TRIED on multiple occasions to tell them that a bank account number and debit card number are different and there is no way I can get the bank to show my debit card number on my bank account transactions. They can see draftkings deposits coming from my account with card **** if they would cross-reference my bank account transaction history with their transaction history but they STILL say the debit card needs to be on my bank statement.They refuse to send me an example of this, and I KNOW for a fact I cannot do this. It's illegal for the bank to even do this for **** even sent a picture of my debit card PROVING it's mine and it's still not enough.I've been running in circles for weeks. I can't deposit, play, or withdraw my money. And if they would look through my transaction history of my bank statements.... They would see deposits to their service in the month of June.I would just like some help getting through to them. I've submitted some screenshots which shows the ordeal.I am very displeased with their customer service, and I cannot make sense of how all of the proof I provided is not sufficient. Thank you for your help.

  Business Response

  Date: 08/16/2023

  At this time we have connected with the player directly. We will follow up via their open **************** ticket with a path to resolution.