Complaints

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

close

Find a Location

DraftKings, Inc. has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:07/27/2023

  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.

  The company restricted access to my account on 7/26/23 without explaining why. Their website says to contact customer service to resolve. I have attempted to contact them 5 times over the past 24 hours with no response. Normal response time is less than 30 minutes and customer service is available 24/7. I am receiving no further information but I do continue to receive promotional offers specifically targeted to me even though I am not allowed to access my account. I have requested assistance in fixing the matter bit I have been continually ignored.

  Customer Answer

  Date: 08/07/2023

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

  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:07/26/2023

  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.

  For gambling patron protection, player limits can be set. But you have let me accede my player limit when those have been set. I set a limit and draft kings let me double it the same day. I would like to be reimbursed the amount over the daily limit set.

  Business Response

  Date: 08/16/2023

  At this time we request this player to reach out to ********************************** with more information on this matter. We will be happy to help and review. 

• Initial Complaint

  Date:07/26/2023

  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.

  Draftkings indiscriminately suspended my account. I have contacted them multiple times in the last 3 weeks for the reason for the suspension, and access to my funds in the account to withdraw until they resolve the reason for suspension. They continue to lie and say they have no information on my account other than it is still with a review team. I've read multiple forums, this is a common theme with this company that only seems to be resolved once a complaint is filed.

  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:07/24/2023

  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.

  This company has not reached out to me even though I have requested a phone call. I have $5,000 in my account and they have not let me withdraw my money. My account has been unfairly restricted. They havent tried to fix the issue. Ive sent more than five complaints to the only source of communication they have which is a messaging system. They have no number to call. No human can be spoken to over the phone. Its been over 48 hours since they locked my account. I can withdraw my money or place bets. I just want the money in my account to be transferred to my checking account and they are not even bothering trying to resolve a simple issue. I need the money back because its mine and theyre holding it hostage.

  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:07/23/2023

  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.

  I how had an issue with my account for over a month now && I'm not getting a response from the customer service representatives I requested several call backs sent emails my account is still locked it won't let me deposit or with draw money or bets I had placed for over 6 weeks now there's no number to call no response by staffing team

  Customer Answer

  Date: 08/03/2023

  I have not heard from the business in response to my complaint. I have requested several call backs and reached out by email no response 

  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. 

  [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:07/23/2023

  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.

  *** had a bet placed on *********************** in The Open golf tournament this weekend. I placed this bet on 7/19. *********************** has been leading by at least 5 strokes everyday of this tournament. In my opinion I had a great chance of winning my bet. I logged in to check the cash out amount of my bet this morning, the last day (7/23) of the tournament only to see it has been automatically cashed out! I did NOT cash out my bet nor would I have even considered cashing out on an almost sure bet. Is it legal for DraftKings to cashed me out automatically? The tournament is not over but *********************** is still 5 strokes ahead of the second place golfer. My husband asked if I couldve accidentally cashed it out. The answer is noyou actually have to confirm that request to make sure thats what you really want to do. I wasnt even thinking of cashing out. My payout wouldve been $810 if he winsthey cashed me out at $372.04. The cash out had already been up to almost $500 at one point and I didnt cash out because I was going to ride it out. It is still likely a sure bet as the tournament is still going on and ****** is STILL five strokes ahead! I feel like Ive been robbed.

  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:07/22/2023

  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 7th I deposited was made from my account by accident into DraftKings and I tried to immediately withdraw them but I couldnt. I wrote customer support to inform them of the issue and they were fast replying back to me. After explaining the accidental deposit they blocked me from my account. They told me it would take ***** hours to verify my information and it has been 14 days. *** contacted them repeatedly and even asked to speak with supervisors in which I was denied both access to speak to anyone and access to my account. I now face losing my home due to the extensive period of time and lack of communication that I am able to forward to the necessary party.

  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. 
  
  

• Initial Complaint

  Date:07/22/2023

  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.

  July 7, 2023- I tried to change my email address However, I was unable to meet the requirement of uploading my photo holding a passport or drivers license Emails were exchanged for a week (July 7-14).However every email was from someone different and required something different.I requested the money in my account and to close the account.My account is locked I seem to continue to get an automated message that I must upload the license/picture I continue to tell them that now I can't even get to the upload because my account is locked 13 messages later we are no farther along.I just want the money in my account and I think they just don't want to give it to me.Draft Kings REQUEST#********

  Customer Answer

  Date: 08/03/2023

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

  I have continually asked to have the money in my account refunded and I continue to get what appears an automated message saying my account is locked. I can get no one in Draft Kings to unlock it. They just continue the circle with automated messages. They provide no phone number for customer service and the phone number listed on the BBB ****** site is an "unworkable" number for Draft Kings...

  Business Response

  Date: 10/20/2023

  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.
  
  

• Initial Complaint

  Date:07/21/2023

  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 User Name is ************** and is attached to the email address that this complaint is filed under. On 07/14/23 I decided to go outside of my Fanduel comfort zone and try out the DraftKings platform.What a nightmare its been.I utilized an old account I used to utilize for fantasy. As a back story I was playing 100s of Fantasy games a day, I won a lot and lost a lot. I didnt want to have the same players see my screen name all the time and wanted to play under different screen names.So I log onto DraftKings and they said you have multiple accounts under different email addresses, reach out to customer service. I reached out, they responded please utilize your initial account which is joefredrickson associated with ******************************** And they requested me send in a photo of a selfie holding my drivers license.I did all this, thanked them, my account became unrestricted and I proceeded to make a deposit of close to $3000.I put in some ******, within 1 hour maybe 90 minutes my account became restricted again. A week later now, my account is still restricted, Ive reached out to their customer service department many times over the course of the last week and I basically receive the same BS Auto Response, Id be feeling terrible if my account was in the same circumstances as yours. Rest assured our internal department is working tirelessly on resolving your issue. For 7 days they are working tirelessly on my account and still dont have a solution? Thats garbage.Finally yesterday someone asked me to submit a bank statement and I even added a W9 proactively.Still no response, no resolution. Why do they need to hold my funds hostage while they are in this lengthy reviewal process. Refund my monies and take as long as youd like, Im sure fanduel and BetMGM would be glad to take my money. Ive never had such issues anywhere else.Im tired of waiting, send me a refund and lets move along. No reason to hold my funds hostage.

  Business Response

  Date: 12/28/2023

  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:07/21/2023

  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.

  DraftKings will not give me my money even after verifying my identity.Instead they want me to write a liability statement saying that I accept all prior and future actions/activity on my account.I had fraud on my account in June and someone either in DraftKings or a hacker changed my email address on file and made my account not accessible.I notified DraftKings immediately and had my email changed back, but they have since put restrictions on my account.I verified my identity with a photo of myself next to my drivers license. They will not remove the restriction until I write the liability statement.I cannot accept responsibility for something I did not do and that is what they are asking for.I have an email chain I can send you at your request.Help please and notify the public about their negligence.I did notify Marylands Attorney General and am awaiting a response from them.Total amount in my account is *****

  Business Response

  Date: 10/13/2023

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