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:07/05/2023

  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.

  I am a user of ********************** sportsbook app where I have wagered lots of hard earned money. On 6/22/23 I made a $440 deposit to my account and decided not to wager any of the money. I attempted to withdraw the funds the same day and a restriction was placed on my account. ********************** claimed it was suspicious activity, I was then asked to verify my identity along with my banking information which I did with no questions. Here it is 2 weeks later 7/5/23 and I still have not been able to access my account or withdraw my hard earned $440 I am a full time employee at ***************** detailing cars. At this point I feel robbed. I have contacted draftkings every couple of days to find out whats going on with verification but Im being told everytime I need to do this I need to do that. I want my funds returned to me immediately. This is grand larceny

  Customer Answer

  Date: 07/16/2023

  I have not heard from the business in response to my complaint. The organization has stopped responding to my emails entirely. I will also be filing a complaint with my state gaming commission about this matter. This is unbelievable 

• Initial Complaint

  Date:07/04/2023

  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 have been restricted on draftkings for the past 6 days and want to withdrawal my funds. I have been asked to upload my id 6 different times and have been asked to upload my bank statement and utility bills and everything to many times I have uploaded them all and still not getting a response or my account unrestricted. I will never play on draftkings again because this is ridiculous I am considering filing a complaint to my states gaming commission.

  Customer Answer

  Date: 07/15/2023

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

  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:07/04/2023

  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.

  My account (KingTerryPegula) was locked on June 24th with both Real Money and NFT's that had real money value. I currently do not have access to these funds or the services provided on DraftKings site. I was initially told my account was under review. I have made 2 attempts to reach out to support with each getting a generic "Our team is looking into this". I have received NO update or documentaiton about what is going on with my account, Money or NFT's. I have received NO estimated time that it will take to resolve this. I am missing out on promotions that DraftKings has in place for daily play, I am missing out in Increased valuation on NFT's, I'm missing out on the fun competition of playing DFS on their site and interacting with friends who have shared leagues. For my personal resolution I would like my account unlocked. If there is something I should do differently, I would hope they would let me know and I will return to a customer in good standing.For all players - I would like better communicaiton from Draftkings. I saw on a Draftkings press release that there is some new third party being used by DraftKings that picks up on key words that *** indicate some personal issues with their customers. I would ask they they use this as a secondary tool and speak to players affected to get the full picture. Locking players out of their accounts based primarly on words picked up by AI is a slippery slope. I would also ask that communication goes to all players explaining that their support team is using this third party. Finally I would ask that if an account is locked, there is a much quicker SLA to resolve these cases. 2 weeks with zero communication is not great support. Outside of this, I have been a loyal customer for years and truly enjoyed their offering. The foundation is there and they have many loyal patrons, hopefully this is just a speedbump.

  Customer Answer

  Date: 07/14/2023

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

• Initial Complaint

  Date:07/03/2023

  Type:Order 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 said i can ****** if i make an account, sign in and deposit money. i diid these things andhave never been allowed to ****** the $40 i deposited

  Business Response

  Date: 08/04/2023

  This matter has been resolved via our customer service team and the $40 has been refunded back to their account. 

  Customer Answer

  Date: 08/08/2023

  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,

  ********

   

   They did not return my $40

  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:07/02/2023

  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.

  Draftkings sportbook is a gambling site that offers changes to win money on sporting events among other things. The minimum amount to wager on a bet is .10 cents. However, during live wagering (Wagrring on game while in play) they have something set up in the system such as a Bot/AI that alerts them when a potential winning bet is placed. Thats when .10 cent wager adjusts to .64. cents. I emailed them the situation and asked for advice on how to prevent this from happening in the future. They said wager was adjusted due to type of sport, competition, odds and factors involved they couldnt disclose. I find that a bit shady when moneys involved. All I ask is they tell me which ones to avoid so I dont have to worry about this message popping up about a wager adjustment. For instance if you say I cant pace a wager on football team Jets with odds at +400. I would prevent adding them to my slip. No other sportbook automatically adjusts your sport bet unless you direct it to do so. I want this to stop. They need to be transparent about sports wagering and not hold back any important information when it comes to wagering. Either they know whos going to win and its a scam or they

  Business Response

  Date: 07/07/2023

  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: 07/07/2023

  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:07/01/2023

  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.

  I won money playing slots and the credits disappeared. I emailed ****************************** and explained what happened. I received a reply from VIP support indicating they would investigate and contact me very soon. I didn't hear anything back for 24 hours so I emailed again and told them how frustrated I was with my winnings disappearing. Again, no reply. After 48 hours I emailed again venting about the lack of communication and that I wanted the balance left in my account t plus the additional winnings. The next email I got told me they have temporarily restricted my account while they investigate responsible gaming. I had over $900 in my account before I won over an additional $1400 that disappeared and now they have restricted my account so I can't withdraw the money that is in my account. It's been four days and still no communication. I want answers as to what happened to my winnings and I want to withdraw the $987 balance of my account. It is unacceptable that because of a glitch in their systems I am now being treated like I did something wrong.

  Business Response

  Date: 07/07/2023

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

• Initial Complaint

  Date:06/30/2023

  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.

  So on Weds June 28th 2023 I was playing on Draftkings Pa site like I do regularly. First of a couple months ago one of the vip host inticed me into switching over to DK as their perks were alot better than any other online casino. I gave up VIP loyalty at the other one I played with to join DK and the Perks were awful. So on the 28th I deposited quite a bit of money somewhere around **** dollars total and was opted into a promo which required me to wager **** dollars to receive a mystery bonus. I got to **** dollars wagered and ran out of money to deposit from my card ( had cash on me but too late to make a bank deposit). I contacted customer service asking if any free credits were available and they told me they were restricting my account due to responsible gaming limits and they were investigating. So that being the last night of the promo I missed out on being able to receive my reward, had wagered on a sports bet not sure if I have any winnings available I'm locked out of my account and customer service will not return any of my messages. This site is awful with customer service. I should have never switched to this casino I've never been treated so badly.

  Business Response

  Date: 07/07/2023

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

  Customer Answer

  Date: 07/08/2023

  [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:06/30/2023

  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.

  On June 29, 2023, I entered a $25 betting contest on the company's draftkings website. My account identity is crossing123.In the 2 EST PM Madden Pit vs KC football *** game, *************************** (#**) fumbled an onside kick in the fourth quarter of the *** game.If you watch the game on twitch.tv, the fumble occurred at approximately 55:50 of the broadcast.According to *** rules, fumbling an onside kick counts as a fumble.******* was not credited with the fumble which would have subtracted one point from his fantasy score.I played the Madden Stream $25 Double Up Pit vs KC today and finished in sixth (no $ pay out). Fifth place paid $50 and the fifth place player had ******* and only was ahead of me by 0.70.I provided a screen shot of ******* after the fumble and informed the company's support team of the *** rules for how fumbles are scored on onside kicks.I asked that 1) ******* be credited with the fumble, 2) my account be credited with the $50 winnings based on the fumble being added to ********* statistics, and 3) get a copy of the box score for the Pit vs KC *** contest.The draftkings advocates ********************************* and ********************* just provided insults and ******** so that the company did not have to pay out my winnings and did not provide the requested box score. They seemed h*** bent on s******* me over and seemed useless to resolve the problem.If ******* had been credited with the fumble, I would have won $50 so please credit my draftkings account with $50.

  Customer Answer

  Date: 07/11/2023

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

• Initial Complaint

  Date:06/29/2023

  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.

  Draft king holding on to my money just trying to get my money off this year show them documents. They told me my account was unlocked but they never unlock my account.

  Business Response

  Date: 07/07/2023

  At this time we have connected directly with the player and we ask they follow up with their open support ticket. If anything else is needed we will be happy to help. 

• Initial Complaint

  Date:06/28/2023

  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.

  Fraud on account - tried multiple times to contact customer support. Option to leave a voice message, send an email or mail a letter. I've emailed, left voice messages and sent registered mail to their address. Post office attempting to deliver mail multiple times, but no person to sign for it. Customer Service does not exist in this company!

  Business Response

  Date: 06/30/2023

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