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: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. 

• Initial Complaint

  Date:07/21/2023

  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 have a charge that says 500 but i dont ****** that much at once so its no reason for my bank account to be withdrawing 500. The only thing I can think of is maybe I accidentally typed 2 zeros but even then I dont see that happening

  Business Response

  Date: 12/28/2023

  At this time we will not be reinstating this players account and we have communicated as such. If anything else is needed we will be happy to help. 
  
  

  Customer Answer

  Date: 12/28/2023

  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. 

  Cant even state why? See this is exactly why I honestly dont even want to come back or use yall. VIP means nothing to yall. Just a horrible company 
  
  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:07/21/2023

  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.

  Won on the app, now account is restricted. Being given the run around for going on a week. Keep asking me to upload documents, requested to verify an account I don't even have. Generic responses, account locked since Sunday 7/16/23. Horrible customer service practices and looking into everywhere I can post so this doesn't happen to anyone else.

  Business Response

  Date: 02/20/2024

  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:07/20/2023

  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.

  1. July 18 by at least 10:18 am Im suspended from DraftKings. During that time 85 dollars was taken from my account and deposited in the DraftKings. Now, I have evidence that I really was suspended and still am suspended. Theyre claiming money was processed on the 18th again they keep contradicting themselves. The emails of the pictures I sent are proof. And now I just found something where I want to take legal action. I think they may have an and employee that is making some mistakes because of my account has been froze since 18th. I found several more deposits that should not be there July 18 Im suspended today Im suspended so from 18 to now it would be impossible for me to deposit money according to their own email, somethings going on here I may want to call the state troopers. Can you please help me

  Business Response

  Date: 12/28/2023

  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:07/18/2023

  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.

  DraftKings have locked my sportsbook account suddenly and requested documents to unlock it. Even after providing all the requested documents, Draftkings have not unlocked the account.I dont have a new account with them, my account has been with them since early 2022.I am having $1800 USD in my drafktings account which I am unable to withdraw as the account remains locked. I have reached out to customer service multiple times now but I am not receving further updates.

  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:07/17/2023

  Type:Billing Issues
  Status:

  UnansweredMore 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 suspended my account like 6 months ago because they say I can only have one account and they would need me to agree to the terms and conditions of one account per user and to upload my ID and they would reinstate my account. Then they came back and said I would need to wait on some other people to upload documents before they could reinstate mine which makes no sense at all. I have verified my identity on multiple occasions and have abided by every term and condition and I have let anyone use my account on purpose or with my knowledge I am the only one who uses my account I was a bronze member and I havent been able to earn any points to keep my VIP status. Im a high stakes player and this is sad how they treat their customers

• Initial Complaint

  Date:07/15/2023

  Type:Billing 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 signed up for a Draft Kings account on 7/09/2023. I took advantage of the bonus bets. I placed bets, won, and requested a withdrawal on the same day. The next day on 7/10/2023 my withdrawal was denied and my account was restricted for unusual account activity. They requested I send in a selfie holding my ID, a bank statement attached to my card used, and a utility bill. I provided everything requested on 7/10/2023. Days went by and Draft Kings requested a clearer selfie/ID pic which I provided on 7/12/2023. It is 7/15/2023 almost a week later and my account is still restricted with my winnings locked. I won fair and square! They rarely respond to my emails and when they do its the same general message basically saying theyre working on it. This is ridiculous and unacceptable! They should verify identities before allowing bets to be placed! My user name is *****************

  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: 08/14/2023

  [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:07/13/2023

  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.

  Dear *** or *****,I am writing this letter in hopes you may be able to assist me in my complaint against Draft Kings Sportsbook.Last weekend they claimed they believe to have found suspicious activity on my account, however would not explain what it was.They have closed my account and are not letting me continue to place bets or participate in any sporting action through my account. Also they will not let me withdraw the money in my account.My account has a balance of $127.06 in it that I cannot use to play or withdraw.. I have contacted them asking to chat with a live person or for a phone number to call so I can speak to a live person, but they are not providing me that information. What have they got to hide?I have cooperated with them in their request of sending a photo to them of my face while holding my drivers license next to it to prove my identity but they still have not re-instated my account. All I get is an email from them saying (copied and pasted below from the letter):Our team is actively working on getting you back in the game; once we have an answer, we'll reach you with the following steps.I have been a member with my account for over a year now and expect a little more respect and customer service. Now I cannot participate in this entertainment OR withdraw my money. It worries me that I cannot verbally talk to customer service or some type of manager who will make an effort to contact me. Again, what have they got to hide? What businesses do not let a customer speak to a live representative? All I get are response emails to my customer service inquiries which look like form emails that are sent out to me just to keep me waiting for a response that never comes.I am turning to you in hopes of getting some help. What do you call it when someone has your money and refuses to provide you with their service or give it back? Because of this, I am asking for your help in getting me some satisfaction and settlement of this issue. I realize to some people $127.06 doesnt seem like a lot of money, but to me it is and it is being held hostage by Draft Kings sportsbook.Any help you can provide will be greatly appreciated.Thank you, *******************

  Customer Answer

  Date: 07/26/2023

  [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:07/13/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Stay far away. I have been playing with this company every day for 5 years. Never once have a I won a ***** . Recently they have changed everything up so now you just make donations due to "lag issues" and the company blames it on your internet connection- even though there 100 other companies with the same exact games and 0 issues. I have exposed this, called this company out- and they have NO ANSWERS. First they block my account without answering me, now they just blatantly ignore. This is the literal WORST company of them all- with 0 customer service. I cannot wait until they get what's coming to them. Nothing short of open fraud and negligence

• Initial Complaint

  Date:07/13/2023

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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 is committing theft by closing my account and not returning the money I deposited.On July 12th I noticed I couldn't log into my DraftKings account. When contacting their support team I was told that my account on ********************** was closed, and there was not an explanation as to why. The funds in my account, $2,180, was not returned to me and when I emiling their support team asking when I would be given back my deposited money I was told DraftKings would not be returning my money. To be very clear, the money in my account was Not lost gambling. It was money I had recently deposited. I dont know why my account was closed, because DraftKings never wrote a reason in the email. I had a restriction on my account 2 weeks earlier for depositong money and then withdrawing it without "playing through it". The restriction was lifted and DraftKings told me as long as I "play through" the money I am allowed to withdraw it.After getting the restrictions on my account removed I deposited a new $2,000 over the course of a week and did not withdraw any money. Then on July 12, I attempted to log into my account to place a bet on the *** fights and that is when I was informed that my account had been closed. Draftking is committing theft by not returning funds that I deposited into my account and did not lose to gambling.Closing my account is one thing, but keeping my money that I recently deposited, I can not imagine is legal. The email address linked to my DraftKings account is ***********************

  Customer Answer

  Date: 07/24/2023

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

  Since contacting BBB I haven't attempted to reach out to DraftKings. I will contact them and let them know that I have been working with BBB to help resolve my complaint. It can't be right for DraftKings to keep my money without me betting. I am not a rich man and losing that money will hurt me financially.