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:08/07/2023

  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.

• Initial Complaint

  Date:08/07/2023

  Type:Delivery 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 Jstefanik123,We've received your Check withdrawal request in the amount of $1,000.95 and your withdrawal is currently being reviewed. We review all withdrawals in the order we receive them from Monday- Friday, 9AM - 5PM EST.Your confirmation number is b01033e591d0472cb5d06bea5a3f425b.You will receive a second confirmation email when your withdrawal request is approved. Keep in mind the typical time frames for when you can expect your withdrawal once it has been processed.Check Withdrawals from $100 - $1,999: Please allow up to 5 days for your check to arrive via ***** You will get an email with a tracking number when your check is sent.TRACK WITHDRAWAL If you have any questions about the status of your request or wish to cancel your withdrawal, please email ************************************* for further assistance.Thank you,The DraftKings Team

  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: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 June 30, 2023, at 9a ET I placed a money line wager of $3,000.00 and ended up winning a total amount of $166.00. However, my account was locked, and I was told to send multiple documents regarding my identity and banking information but am yet to receive my payout in the amount of $3,166.00. Ive been told multiple times that my account was under review.

  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:08/05/2023

  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.

  Please see the complaint attached.

  Business Response

  Date: 08/16/2023

  At this time we have reached out to the player directly to resolve this matter. If anything is needed thereafter, we will be happy to help. 

  Customer Answer

  Date: 08/16/2023

  [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:08/03/2023

  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 won a parlay about a month ago and they refused to give me my wins. I contacted them through their messaging system and they deleted my account right after.

  Business Response

  Date: 08/04/2023

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

• Initial Complaint

  Date:08/03/2023

  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.

  FanDuel goes out of its way to deliberately try to deceive their members when they make a deposit. I was making a 100 deposit so had to hit custom to pick that amount, the default is ****. I selected custom, then 100, then when I changed my deposit method from credit card to PayPal, their app changed my original selection which I had to change to custom from 100 to ****. I hit next next next and they withdrew **** from my PayPal/checking account because theyre linked. I made a 50 bet which was half what I wanted to spend, and then tried to withdraw 900. They then froze my account. They asked for a photo of my face with a picture ID which I sent. Then they asked for a PayPal statement which I told them was none of their business and nowhere in their terms and conditions. When I asked to escalate they said it was being reviewed by their responsible gaming staff. No responses since. I asked to close my account which according to ** and Cs, they need to honor and refund my money. They replied with my account was on temp hold. I replied with thanks but when will they refund my money. Still nothing after 12 days. They dont have anyone to calm to dispute and their chat bot just disconnects. I cant be the only person having issues with them. I went to ******* to ask their DKSupport along with their CEO if they could help and support said **** them, which I did, but nothing. I just want my own money back. I have all the emails and

  Business Response

  Date: 09/10/2023

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

• Initial Complaint

  Date:08/02/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was playing a casino slot game called Royal Swan. Twice I hit the bonus rounds and the game locked up. I cannot see if I won anything and it never paid out its just stuck saying I won 10 bonus spins really 20 spins because it hit twice. This was July 15th. Since then I have been in touch with customer service. I emailed all the information and screen shots that they asked for. I have emailed them several times for an answer to my issue and all I get is they are working on it. To me this is unacceptable. Yes for all my emails I sent them they answer with a bot response. They did give me a ***** credit but just as I thought I never hit a thing with those credits so I really didnt get $50 did I. To me Draft Kings customer service is horrible. Im sure if they were on the other side of this they would feel the same way. I am beyond disappointed with Draft Kings.

  Business Response

  Date: 08/18/2023

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

  Customer Answer

  Date: 08/21/2023

  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:08/01/2023

  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 2 complaints on l I'm putting into one here today ... First when I had my own account I turned 30$ into 800$ I won and then all my money (my 800) vanished from my account without warning and now my boyfriend signed up for Draftkings and they offered him bonus bets to use and now they won't let us log into the account and they are ignoring our request to get into the account where there are bonus bets that expire at midnight 9 of them at 25 each to be exact. Thanks

  Business Response

  Date: 10/06/2023

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

• Initial Complaint

  Date:08/01/2023

  Type:Sales and Advertising 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 business has claimed to protect customers by blocking them from their funds so they can investigate someone who has asked for a refund on an unused lineup. The fact they allow you to reserve an entry and then create separate rules per sport to allow or not allow late entries is a scam. They block your funds and wont allow you to access you money and further more they dont call you to ask questions but merely have some uneducated person email a blanket email every 3 days. This company is a scam and should be noted.

• Initial Complaint

  Date:08/01/2023

  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 downloaded draft kings app on Saturday July 30,2023 i placed a $10 bet on a boxing match. I won $66.25. Immediately draftkings blocked it so I couldnt withdraw the money. Also they convinced me that they would give me a $100 to play with. $25 a week. They never ?? gave me that. False advertisement. Today is Tuesday August 2,2023.. Ive called left messages, you see the emails, I reached out just to ask free legal advice/questions before I came to bbb to see if I had rights. Draft kings is trying not to give me the money I won. As you can see I answered all there questions, where they were not supposed to be really asking me questions like that, because they can see Im never on there app gambling. Trying to accuse me of having a gambling problem & even if I did. How are you going to keep money I won fair & square. Why would you create an app to try & steal people money or lock people accounts to prevent them from retrieving their funds. If draft kings feel a person may have a gambling problem then give them their funds & close their account. Dont lock the people out there account & stop them from retrieving there funds. I explained everything I needed to explain, truthful & as honest as I can be. Just to find out that they should have never been questioning me like that to begin with. They just locked the account because they dont wanna give me my money. I am never ?? on Draft kings, they can tell whos on there all the time. As a matter of fact I went back to checking only to find out that I was new to ***************************** asking why I open my account back up again, when I never ?? even had & account with them before to begin with. Draft kings needs to be investigated because why do they have so many ***************** all have similarities to them. The number you call is not even a real number. I just want whats mines. I earned it fair & square thats all. Very bad business & a lot of false advertising. BBB please help me. Im getting no where with them.

  Customer Answer

  Date: 08/12/2023

  I have not heard from the business in response to my complaint. I have been still reaching out to draft kings in regards in trying to retrieve my earnings I won. Draft kings still have my account locked & ********************** refuse to get back with me on/reaching out to me/ unlocking my accounts & giving me my funds. This is illegal & I dont know what else to do. 

  Business Response

  Date: 08/16/2023

  At this time we have connected directly with the player. We will follow up via their customer support ticket at this time.