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:08/09/2023

  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 august 7. I logged on to DraftKings and deposited money using my chime debit card and credit builder card. After gambling on the live dealer casino I won $26k, after putting a withdrawal request in, the next morning I noticed it was cancelled. I logged into draftking where it said my account was restricted. I never did anything wrong so I was very confused. I was asked for a photo of me holding my ID and a pdf bank statement. I uploaded both and they still have not unrestricted my account. Chime does not show card numbers on statements, draft kings refuse to service me or answer my questions and they also like to limit your betting amount after winning big.

  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.

• Initial Complaint

  Date:08/09/2023

  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.

  August 2,2023 Balance ******, 80$ withdrawal attempt was denied with no reason given Business has committed to review my documents uploaded and update me but have only responded with a generic response I wish to have my account restrictions disabled and be able to play, deposit and withdraw. I am also expecting an apology In my opinion, the business has not tried to resolve the problem. I open a support ticket and they always ask for the same documents which I have uploaded numerous times. They then tell me to wait for an update shortly but it never comes. Clearly, customer service is copy pasting the same message and when I request to speak on the phone they deny my request. I need help to get my account restrictions lifted. I have not broken any rules, I am playing in a legal state and have been very patient but this is unacceptable. Theres is no reason for this to happen again, this also happened when I first opened the account and it was resolved quickly.

  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:08/08/2023

  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.

  While playing a game called, Rocket, the Draft Kings app stole my money due to technical problems and Draft Kings has denied any fault. After I placed a $1000 wager, I was kicked out of the game and wasnt able to get back into the game for over a minute and had lost that wager due to a Draft Kings technical issue. I was given the response of, we couldnt find any irregularities, without having any evidence to show they found no irregularities. I had this occur to me multiple times for smaller amounts and didnt want to go through the hassle of speaking to their customer service but for a wager this large, this is criminal to not rectify. Other consumers have reported Draft Kings for this issue and have had their money stolen due to bad services provided by the company. I am seeking reimbursement and plan to take this to small claims court in *********** if this isnt rectified within 1 week as of 8/8/2023z

  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.

• Initial Complaint

  Date:08/08/2023

  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.

  My draftkings account has been restricted since 7/20/23. I thought everything was fine after playing a few of the casino games. Proceeded to withdrawal $500 that I had won via casino. I then received an email to verify and they'd unrestrict my account. Ive been very understanding and ive tried giving them time but the repeated emails definitely are frustrating. Although ive not once demanded or sent any negative emails. Ive been trying to receive any update I can. All documents were uploaded multiple times because with each DK response you are blessed with an entirely different person who doesnt seem to review the situation and just tells you to upload your id etc. I came across a comment on a different website who had suggested to file a complaint with BBB. Hoping you can help me get my account reinstated, restrictions lifted and i can withdrawal my funds. Thank you.

  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.

• Initial Complaint

  Date:08/08/2023

  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.

  Deposited $250.00 into my Draftkings Sportsbook account to place bets on UFC on July 29th.I used to be able to bet on a fighter until they updated their app or home screen to make it more confusing.Since the update, or since they changed their platform, I could not figure out how to place a bet on just a fighter/person. I could only bet on a way of victory and the round they were going to win. Basically, I could make any bet possible except on just the fighter themselves to win the fight.On July 29th, I deposited $250 into my draft kings account. I placed some bets but could not figure out how to bet on a fighter.I also tried contacting support but saw it was a 24 to 48 hour return time before they would get back to me, so I figured that was pointless at the time. They also don't have a phone number to call, which would have resolved my question that night.I won some, lost some and had a remaining balance of $212.50 at the end of the fights.I was aggravated because 2 of the fighters I chose to win, won the fights but not in the methods that I chose because I did not want to bet on every method of victory, (I would have had to spend over a $1000 just to pick all the different methods even at $20 a bet.) I did not want to bet that much so when I emailed the support on August 1st and told them I don't have all this money just to be throwing out multiple bets, They locked my account. I also use a VPN like pretty much anyone who wants to keep their information private and probably had it on while logging into draftkings which was never an issue for them until I questioned a betting method.That was their first excuse before even answering my question. I did not know I should not login to draftkings with a VPN until our conversation, but like I said before, it was not an issue for about a year before I had a question.************** Locked my account and is holding MY MONEY hostage!This company cannot be trusted and will steal from you if you question them!

  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:08/08/2023

  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.

  My DRAFTKINGS account has been locked since 7/31/23. I provided a picture of me holding my state id, my chime card information including my name and address and I sent a bank statement for the card ending in xx9723 but they won't deactivate my account because they keep asking for my same information. All documents that I have provided are all linked to my account. I need help!!

  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:08/08/2023

  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 complaint has to do with Draftkings. I live in ********, and as soon as Draftkings became legal in my state I began to use it. In the beginning I began using DK because of the free bets they give new users. I won free bets but then lost all the money from them and lost about $500 on the app ina ****** of about 1 year,. That's not too bad because I have fun using the app and kept looking and looking for new ways to get better and win money,. Eventually I found that I would not lose a lot of money if I placd many small bets on many diferent games. It seems DK does not like this, and DK only likes when people make larger bets on single games. However, I do not want to bet $5 on a single game because I don't want to lose my money. I want to try to make the events here as clear as possible:1. I stopped losing money and was soon going to be making money because I found a winning strategy.2. DK stock goes up a lot in Feb or March 2023 or around there.3. When I am using the app one day I was suddenly shut off of the app. The app booted me out for no reason. This caused me psychological distress. I have always used their app fairly and responsibly and I thought they were treating a loyal customer unjustly. I could have used a different sportsbook app but never wanted to because I used to like Dk and was used to them.4. I contacted customer service and after some emails they told me I was trying to sign on from a different location and told me to send them a photo of myself holding a photo ID. To me this is dehumanizing, so I did not.5. I went on Reddit and saw many other people having the same problem. Why would I try to sign into DK from a diff location if I'm already in NY? 6. It is cringeworthy that they suddenly ask people to send them pics holding their picture id. Why are they doing this? Is it because I wasn't losing enough money? Can't they just check my log and see I always log in from my geo location? It was so odd. Thanks

  Customer Answer

  Date: 08/19/2023

  Hello BBB,
  
  
  Thanks for your follow  up message.  I am sorry if I do not  respond because sometimes there are other things  going on and no matter what I do I feel that my complaints  against Draftkings will  not go anywhere.  Draftkings has gotten  so  powerful so quickly, and they are able to win the game.
  
  
  This could be a common tactic of Draftkings and other sports books.  If the customer isn't losing enough money and seems likely he will soon begin to win money, the company, any sports betting one really, could find some spurious way to make the player be gone.  In this case, they made up something fake - that I tried to sign in from elsewhere, then demanded I upload a picture of myself holding my photo ID with a stupid and sheepish smile on my face.  (last part added for effect).  Really though, on Reddit a lot of people had significant funds in their accounts, their accounts were put on hold and they couldn't access their money for months, and even after sending Draftkings the picture of them holding their photo ID, ********************** denied them.  In my opinion, Draftkings, based on the above behavior, is only satisfied if people are making large bets and  losing a lot of money.  They don't want responsible gaming, or in their eyes responsible is losing about $100 a month.  I don't even want to watch any sports anymore which have Draftkings ads on their programs.  Not only is Draftkings ruining the morality and work ethic of  ********* but they are  also ruining the innocence, purity, and fun of sports.  Unless I missed a previous message from you, because sometimes I miss emails, - unless I missed  an email,  this 'ghosting' method seems a normal and behaviour which one would expect from Draftkings.  Sports betting only will work in ******* (online)  if the companies  are transparent and  not 'sleezy'.  Draftkings  probably thinks they are gaming the system and getting rid of players  who aren't losing money, so I hope someone with more resources and time can get them to answer questions.  Since I am in a state that allows Draftkings, why would  I try to sign on from a different location, after having already been using the app for 18 months?  And the way to  resolve the  issue, by sending a photo ID, is not logical.  How am I to know that DK's servers would not be hacked and my ID picture sent to foreign hostile governments?  Maybe it's time to ask Draftkings  how  many long-term profitable  players they have  on their sites, compared to how many people are losing money.  Once Draftkings gets unethical, they will not only ruin individual people but long-cherished and historic ******** sports.

  Business Response

  Date: 09/10/2023

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

• Initial Complaint

  Date:08/08/2023

  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.

  User name ******* My account is locked for an extended period of time not allowing me to withdraw my funds causing me great financial issues I have reached out to customer service multiple times they keep telling me that there is other users which need to verify their ID which is not in my hand I need to be able to withdraw my funds immediately

  Customer Answer

  Date: 08/18/2023

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

  Business Response

  Date: 02/20/2024

  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.
  
  

  Customer Answer

  Date: 02/28/2024

  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 # ********. The business is suggesting that I should work through the customer service. I have already tried that multiple times and they are not resolving the issue they keep requesting information which is not possible for me to provide. My account needs to be reinstated immediately.

  FAQ
  
  Regards,

  Sima

   

   

  Business Response

  Date: 08/06/2024

  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:08/07/2023

  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 had a complaint about an odds change and my bet being placed because I have my settings set in a way that no bet can go through when odds change, unless I accept the new odds. When I reached out to support (7/20/2023), they replied in minutes, and tried giving me two free bets instead of addressing the issue. I replied to their email saying that it was unacceptable and that I wanted a refund of my bet. On that same day, DraftKings restricted my account. It is now 19 days later, Ive tried everything in my power to contact DraftKings and I have not received one response from them since they offered me the free beta on 7/20/2023. At this point, I just want access to my funds so I can withdraw them. I have, on countless occasions told DraftKings to allow me to withdraw my money, but they refuse to respond and resolve my issue.

  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:08/07/2023

  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.

  Im filing a complaint on DraftKings, they restricted my account August ******** they are withholding 924 dollars that I have available on my DraftKings account. The reason for this is because they said that I made repeat deposit and immediate withdrawls without any gameplay, resulting in my account being restricted Assuming that I did something malicious or wrong. This wasn't the first time that I have did this type of transaction, so I'm confused on what guidelines or what changed or warning and why wasn't this stopped before and now all of a sudden my 924 dollars is being held hostage because of a issue that wasn't a issue before. I understand the security measures that you want to put in place to make sure your customers accounts are not being fraudulent or hacked, but when I was told though requirements that I had to do in order to get my account unrestricted I follow each step all the way including taking a selfie with my ID in it with also my bank statements from the debit cards the deposits was made from which I also sent over and also a reasoning of why I deposit funds and took them back out without any game play which I didn't know was a crime.Every time I send all the requirements over they always e-mail back and say they can't see the picture it's too blurry or its always an excuse why they can't verify the information which is why I'm here filing this complaint is getting very frustrating and now they are not even answering my emails.This is Money that I worked hard for and on top of that I lose money on DraftKings every day and making them rich but you're holding something that I worked hard for because of something that I didn't know was wrong.

  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.