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Business Profile

Online Gaming

DraftKings, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Online Gaming.

Complaints

This profile includes complaints for DraftKings, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

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DraftKings, Inc. has 2 locations, listed below.

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    Customer Complaints Summary

    • 2,199 total complaints in the last 3 years.
    • 697 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:08/01/2023

      Type:Billing Issues
      Status:
      Answered
      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:
      Answered
      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:
      Answered
      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. 

    • Initial Complaint

      Date:07/31/2023

      Type:Product Issues
      Status:
      Answered
      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 deposited $4900 inti my DraftKings account about two months ago. Immediately, they locked my account and restricted me from withdrawing or even using the app. They requested my bank statement and my ID to unrestrict the account. I supplied them with this documentation, and they still refuse to unlock my account. At the moment they are keeping my money hostage and I cant withdraw. I send them emails every day requesting a way to resolve this issue, but they stopped responding to me. They lack a phone number and the only way to reach is via email and they have stopped responding to me via email. All I want is to take my money back. Please help me. Thank you.

      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:07/31/2023

      Type:Order Issues
      Status:
      Answered
      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 opted out of draftkings because i wanted to take a break but accidently opted out for 20 years instead of just for a short time and when i contacted support they would not even address the situation so i would like to have my account reinstaed please ***************

      Customer Answer

      Date: 08/11/2023

      I have not heard fromi have not heard from them can you contact them again 

      Business Response

      Date: 08/16/2023

      We appreciate this player reaching out. As communicated, we will not be reinstating this account. 

    • Initial Complaint

      Date:07/31/2023

      Type:Service or Repair Issues
      Status:
      Resolved
      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 tried to withdraw my $280 in my account. The next morning I received a message that my account is restricted and they denied my withdrawal. They asked me to send over documents which I did. They say 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 would not let me get my funds out of the account t. I feel this is illegal because I did nothing wrong and how could they hold my funds up. I would like this issue to be resolved

      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.

      Customer Answer

      Date: 08/04/2023

      [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:07/31/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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 deposited 4,900$ on draftkings over 3 weeks ago, I placed a few (3) bets totaling 1,700$ on the *************** The whole game my account was fine, once I won the bet, draftkings locked my account. They will not give me access to my funds nor even let me in my account. I have reached out to draftkings over forty (40) times looking to at least get my money because I am a human and I do have bills, and they will not respond to me at all. This is very concerning I have over 6000$ locked in that account

      Customer Answer

      Date: 08/10/2023

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

      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:07/28/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      At first I was having trouble signing-up for an account, and the first support representative simply didn't read my concern at all... he scrolled through his drop-down menu and sent me a generic response. I finally got to someone who could read, however they as well were of no assistance in helping me to create an account.I watched *************************** ******* video today and he told me to use the promo code: SONNEN, that worked to help me create an account, but the Promo Code doesn't appear to have taken effect.I typed into the Promo Code criteria field: SONNEN I didn't receive an error as it flowed right through the account sign-up process, however the promo doesn't appear to have actually activated. I am unable to get a hold of a support agent... They're completely unresponsive... I'm not sure what's going on, however I'm looking to place a 500 dollar bet on the fights this weekend... it's very weird to me that they have no interest in support. The product is only as good as the support team... it just seems like i'm dealing with a bunch of ********** Employees at best... what a shame, I can kind of see why they maintain an F rating on the BBB Platform.

      Business Response

      Date: 08/04/2023

      At this time our customer service has reached out to this player directly. If anything else is needed we will be happy to help. 

    • Initial Complaint

      Date:07/27/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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 a bet on Draftkings sportsbook for about $200 with a promo boost that was offered for my account this was on Thursday July 20th and i submitted a withdrawal request to a paypal that i have previously used before to withdraw small amounts. The next morning i used a new card that is in my name and attached to my address since i had my debit card stolen not even an hour later draftkings had locked my entire account and didnt process the withdrawal. I immediately contact customer service and submitted the requested photo of myself with id and bank statements. The customer service agent assured me if I submitted these documents quickly they could take care of the lock on my account. I submitted the documents not even 10 minutes after her email and did not receive a response for the rest of the day even after contacting her again to make sure all documents were visible. It has now been a week and i have received no resolution when I contact customer service on ******* i am told it is still in an internal review process but when i contact customer service online to possibly be directed to this department or ask if any more documents are needed to expedite the process the representatives **** requests as solved without even responding to my questions. The customer service is terrible and is not helpful at all online it says that verification normally only takes ***** hours and i have been without help for a week

      Customer Answer

      Date: 08/07/2023

      I have not heard from the business in response to my complaint. I contact them every day just for requests to be marked as solved even though customer service never responds

      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:07/27/2023

      Type:Sales and Advertising Issues
      Status:
      Answered
      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 money on there site on 7/19/23 and on 7/20 my account was locked and I was told that I had violated one of there policies but are not able to tell me what policy I violated or allow me to withdraw my money

      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.

    DraftKings, Inc. is NOT a BBB Accredited Business.

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