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: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.

  On June 15th I placed a sports bet on DraftKings for the amount of $350 for the soccer game *** vs Mexico (Attachment 1). However due to the fans chanting homophobic slurs and in-game fights, the game was extended by 14 minutes considered stoppage time but eventually abandoned after only 7 minutes and before the end of regulation. Per DraftKings Soccer rules any bet abandoned before the end of regulation(including injury and stoppage time) should be voided (attachment 2). The language is as clear as it gets and industry practice. However, DraftKings refuses to follow this rule and declared the bet a loss (Attachment 1). After numerous attempts to understand their decision and countless back and forths with the DraftKings support team via ticket (#********) (Attachment 3), they stand by their decision citing that regulation time was completed. I shared news articles as this made front page news yet they refused to acknowledge it. I even shared a previous bet of mine that they honored that materialized in the same manner (inury/stoppage time) yet they still refuse to correct this bet(attachments 4 & 5).

  Business Response

  Date: 06/30/2023

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

  Customer Answer

  Date: 06/30/2023

  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. 

  The business (DraftKings) did not take any action or do anything about this complaint to resolve it. Nothing was literally done by their customer service since I filed this complaint to remedy the situation nor did they communicate with me in any way shape or form and are continuing to refuse to follow their own written rules.
  THERE IS NOTHING TO ACCEPT AS NO EFFORT WAS MADE TO RESOLVE THE ISSUE.
  
  FAQ
  
  Regards,

  Nedim

   

   

  Business Response

  Date: 10/23/2023

  In reviewing this complaint we can confirm this wager was settled in accordance with our rules. If anything else is needed we will be happy to help. 

  Customer Answer

  Date: 10/24/2023

  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. 

  The current decision by DraftKings goes directly against their written rules posted on their website and attached in this complaint.
  Bets on this same game were cancelled everywhere else on other books due to the game being suspended yet DraftKings refuses to acknowledge that. 

  Either they need to rewrite the rules or acknowledge the mistake and refund the bet. Their stance makes zero sense.

  
  Regards,

  Nedim

   

   

• Initial Complaint

  Date:06/28/2023

  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.

  Hi,I placed sports bets with Draftkings **** = DK on 6/21/2023 The bet is : DK638229689000286817 placed 7/21 @2.28:19pm on their system IOS app.I began by trying to contact DK via phone call, and was only able to reach out via a live chat or email. I expressed immediately that this bet was outstanding and within my initial 2-3 attempts, was advised they are aware and will correct the market issue momentarily. Since 48hrs. passed, I grew anxious to find out why this bet was in limbo when much larger ****** and hundreds prior, paid out and settled immediately. As days passed, I felt more and more unconfident and unassisted and I advised DK my trust in them was disintegrating. I was not given any timeframe for a resolution, more so DK has repeatedly told me they have a traders team looking into it, however I cannot contact this team and they do not contact me with status. Instead I am looking at (1) week past, and spending hours on Live Chats speaking to 20+ reps. and several supervisors. I dont know why this particular transaction is stuck or why they fail to settle it when it is obviously a winner in need of payout, I just want to receive what I won, from the wager, and move on. Its going to be difficult to regain my trust after this, but if DK ever wants to have my business I would assume they will settle this $259.47 and we can ALL MOVE ON. Its absurd to me that I am not helped after placing and spending much higher ****** and action, in the past, with DK. Very very unexpected and unacceptable DK

  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:06/27/2023

  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.

  Deposited money into a draft king account after winning, some money account became restricted, theyre trying to get my bank info utility bills I showed my ID and they wont give me a refund

  Business Response

  Date: 06/30/2023

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

  Customer Answer

  Date: 06/30/2023

  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:06/27/2023

  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 6/19/2023 I placed a bet under Draftkings All Sport No Sweat promo. When I lost I did not receive my promo. So I contacted customer service through email since they are cowards and cannot talk to their customers on the phone. They replied and said that how I placed my bet was incorrect and did not properly explain why I didnt get my bonus bet back. I sent another email to have them explain it to me but they sent the same email again as if it was a script. 6/20/2023 I placed another bet under there All Sport No Sweat Promo and lost again and was not credited with a bonus bet. At that time I contacted customer service again to understand what was going on. Unfortunately I did not understand what they were trying to tell me and when I asked for an explanation they referred me to their help section which did not help me. I reiterated to the rep that why was I not credited a bonus bet for my two bets in two days when I placed a No Sweat Bet before and no issues and showed them pictures of them. After about 15 reps giving me the same answer but not clearly explaining to me the final rep gave me two $10 bonus bets out of good faith. I placed another All Sport No Sweat bet and again no credit back when I lost so emailed again. Now a new rep is telling me there is nothing they can do and I already got two bonus bets I wasnt supposed to get and basically be quiet. I told them that they are incorrect and was livid. Finally the final rep (since when you reply they switch reps like you switch your underwear) CLEARLY EXPLAINED WHAT THE PAST 20 or so reps ******** And that was that in the All Sport No Sweat Bet I had to place 3+ legs on one game in order for the promo to activate. And the other bonus bet that I used in the past was only placing 1 leg bets. So all was good, atleast I thought. 6/21/2023 my prepaid cell phone got disconnected because I had lost my part time job since I work for a University and school was out so money was tight but I was gonna get paid from my fulltime job. Well they closed my account and stole my $5 in my account without responding back like professionals. When I wrote them back they said that my account is locked due to me not having money to pay my phone bill. I said I wanted help with the 2-step verification since I couldnt receive texts cause my phone was offline. They ignored me for 3 days and after I bombarded there emails they said another rep would get back to me. Made me wait till 6/23/2023 before they told me to answer questions of why my phone was off and do I have a gambling problem. I answered all there questions even tho its not there concern why my phone is off and still no response. At this time I just want my account back open and my $5 back as well as whatever I won on my last bet since they closed my account without me knowing if I won or not on my last bet. All they do is ignore you but tell you customer service is open 24 hours 7 days a week. I now see how many people complain about this Sportsbook. Its a shame that they can do this and that I have to file a complaint because they are snails when it comes to my concern but have no problem taking my money instantly when I lose.

  Customer Answer

  Date: 07/07/2023

  I have not heard from the business in response to my complaint. My account is still locked with funds in it and no communication at all from them.

  Business Response

  Date: 05/30/2024

  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:06/26/2023

  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.

  Its been a year since DraftKings still got my money I add ******************************************************************************************************************* a email that I need to upload my bank statement, my id , and proof of address then I send all the information that they was requesting after 24h they send me another email requesting me for more information and the I send the information they need until this day they still got my money locked Im just trying to take my money out please if anyone from you guys still out here help me to get my money back

  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.

• Initial Complaint

  Date:06/26/2023

  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.

  My draft kings account is blocked for an extended period of time for no reason My funds are being withheld causing me great financial issues

  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. 

• Initial Complaint

  Date:06/26/2023

  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.

  My Draftkings account is locked for an extended period of time without any given reason. by my account being locked I'm not able to withdraw my funds causing me great financial hardship

  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 help. 

  Customer Answer

  Date: 06/30/2023

  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.                          My comments are as follows The business is requesting my username My username is Sima845 . Now that I provided my username I am waiting for a response to my original complaint

  [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,

  Sima

   

   

  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:06/25/2023

  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.

  its been over 2 weeks they have restictted my acct i have given them all papperwork answered all questions I have a balance of ******* i was told would be transfered to debit card on file 2 days later they said it was approved but because of restriction it cant be processed so they would send a overnight check by ***** 2 days later cant because of restrictions so would expadite and ************** up this thursday will be 3 weeks after telling them i would like to use that to fix up a tractor being a diabled beef farmer or buy extra cow feed they red flaged me for gabbling problems i was just trying to say although to them it might not be much i was happy for the win and we all have those extra things we would like to do if we had a few extra thousand so they sent me a questionair last thursday i answered and emailed back they say still in review there working very hard going on 3 weeks

  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:06/24/2023

  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 did a bet on Bluejays and marlins on June 21 for baseball I seen that the ************************* was starting on *** and the website draftkings app but when the game started he wasn't started or played at all he was part my bet that ******** win and also guy would get atleast one hit. When I seen he wasn't playing I asked for a void or a credit on the game and I told costumer service thru email because they don't have a contact I'll even place another bet with same team to show I'm not trying get over and they then restricted my account saying it was for previous message I only email them when something not right and I did over **** worth betting with company won over **** lost about 300 so I'm a very responsible person with them. I also have ties with them my money I won is also locked on there app as well I can't touch. And I keep emailing them and they don't respond I tired everything. I feel as though they illegally targeting me.

  Customer Answer

  Date: 07/04/2023

  I have not heard from the business in response to my complaint. And this my reference number 56037312-2B2C5 and my account being restricted still not resolved I can't do anything on my account for **********************.

  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:06/22/2023

  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.

  I have been using draftkings sportsbook for quite awhile now. Occasionally I will have some issues but they get resolved fairly quick every time except this time. I made a parlay bet and sat back and watched the games involved in bet on my tv. Towards the end of the night I checked my bet and saw that I won! I was excited and was waiting for it to deposit the money in my account but it never did it just sat in the open bets page like it was still going but I could clearly see all the games had finished hours ago. I contacted support to which they gave me the robotic responses they always do stating the very basic rules and regulations that everyone who uses draftkings knows very well acting as if I was just uneducated and didn't know how anything on their app worked. Which was frustrating because I explained everything in good detail. Over the next two days I sent them probably 4 more support messages asking for them to look at and finish/conclude the bet that had been over for 2 and a half days. Every single time they gave me the same answer about it sometimes takes time (which I know) but never ever in the 3 years of using their app has it took this long for a bet to finish and be paid. To make things worse it was *** games that their "waiting on" but yet the next day I placed multiple *** bets and was paid right away like normal, but the bet in question still remains in the open bets page??? Why?? They won't tell me anything nor will the pay me my winnings. I would appreciate your help in figuring this out for me. Thanks

  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.