Business Profile

Online Gaming

DraftKings, Inc.

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

2,200 total complaints in the last 3 years.
685 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.

Initial Complaint
Date:06/21/2023
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 restricted my account and held my money for an undisclosed amount of time with a generic reason that I feel did not apply to me
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.
Customer Answer
Date: 06/30/2023
my username is Jgeary99. We are on day 9 of no communication from Draftkings regarding my matter.

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,
******

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.
Initial Complaint
Date:06/21/2023
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.
DraftKings offered a promotion that referenced a promotional period and in their advertising they said it was 6/12/23-6/18/23. I participated during the promotional period, but they said I made my purchase at 7:38AM on 6/12/23 and the promotional period didnt start until 8:00AM that day. This isnt listed anywhere in the terms. Im asking for the item they owe me or a credit to my account.
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:06/21/2023
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.
My checking account was fraudulently charged 6 consecutive transactions in the amount of $500 each for a total of $3000 on 6/20/2023. I do not have an account with **********************, nor have I ever. I did not authorize these charges. I have contacted their customer support and have numerous email exchanges from different individuals each time asking me for more and more personal and banking information to investigate the fraudulent charges. In good conscience, I will not provide further details to them of my banking info to protect me from further fraud. I have contacted my banking institution to stop payment, however my $3000 is already gone. This predatory tactic is unacceptable and they will not offer resolution or even a telephone number to contact them directly. I have disputed the charges with my bank.
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.]
The response from DraftKings is not acceptable, I have not received resolution to the fraudulent charges on my bank account. The customer service provided by ********************** did not result in my money being refunded, nor was any attempt to refund ever made or implied. As previously stated, I am a ******* resident and the transactions made against my bank account were illegal as gambling is not legal in *******. My debit card was never authorized by myself to make these transactions. I information was stolen and used without my consent. I am still waiting to be refunded the full amount as outlined in my original complaint.

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,
*******

Business Response
Date: 07/07/2023
We appreciate this player reaching out to us. At this time we ask that the player reach out directly to ********************************** with all relevant information so our team can investigate.
Initial Complaint
Date:06/20/2023
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.
They double charged me for a transaction, and when I told them about it they refused to refund the money they took. Even after providing proof that they charged my account twice they didnt want to refund my money, and tried to make it seem as if they were authorized to take the money. I won money on the site, and was paid out. Later on without my consent or knowledge they took an additional 80$ out which shouldnt have come out of my account since I won money that day.
Business Response
Date: 06/30/2023
We appreciate this player reaching out. If they can please provide us with their DraftKings username we will be happy to investigate.
Initial Complaint
Date:06/20/2023
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 players that I need to claim that I am unable to. I have wrote them MANY times now and they make excuses instead of fixing the problem. These are good players and I need them in my accout. What is the point in having a customer service if they are unale and UNWILLING to fix the problm. I have 2 players in my reignmakers account that I am unable to claim and want claimed.
Customer Answer
Date: 07/01/2023
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:06/20/2023
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.
05/30/23 my account was locked and restriction is were put on my account and I've uploaded every document and ID pictures that customer service has requested and I just keep getting the same messages from each customer service representative, and eventually they say it's getting reviewed but then I hear nothing for months. I've changed my password and email and have done all verifications. I have been going back and forth with customer service for 2 months now, and I've made no progress on getting my account unlocked. My username is MBECKETT1070 My email is *********************
Business Response
Date: 07/07/2023
At this time we have connected directly with the player and we ask that they follow up via their customer support ticket at this time.
Initial Complaint
Date:06/19/2023
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.
June 16, 2023 I deposited ****** onto the DraftKings Sportsbook Application This transaction did overdraw my bank account. I had placed a wager and had won a total of $2970.00. My account was credited the money but Later that day my account was frozen and I was locked out citing responsible gaming concerns. Its been five days and I won that money fair and square but I have been ghosted by customer support despite numerous emails. So now I have nearly 3000$ that I won fair and square frozen in this account because of responsible gaming concerns it is very unethical and alienating to a loyal user as I did nothing wrong.lulabshere1 is my username ********************* They have not attempted to resolve anything they just locked me out of my account and kept my money
Customer Answer
Date: 06/30/2023
[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:06/19/2023
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.
On April 29 I made a payment to draft kings of $1700 for online gaming. However my intention was to deposit only $700 and therefore I tried to withdraw $1050 to one of my accounts. Although their app reviewed and start processing the payment, they canceled it after half hour and updated the app the the refund is issued to the original method of payment. After I contacted my bank and was assured that refund was never issued they started claiming that they send 6 different transactions totaling $1050 to two different cards which at that point were not active. I was asked to provide them with bank statements showing that the funds were never received and they will resolve the issue. After I provided them with the bank statements they are still claiming that the refund was successfully processed and for me to contact my bank. In our email chains that goes back for two months they claimed that refunds were issued first on the original method of payment, then all of them on one card which not active, then 6 transactions on different two cards that are not active and for all of this transactions they claimed that have been successfuly processed and according to them they refunded me more than $3000 when actually they stole my $1050.
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:06/19/2023
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.
On Jan 18th 2023, at around 4am, I decided that I wnted to place a bet. After realizing that I was going to win, I upped the amount and tried to use my card to add $1000 to my account to place it.. but it wouldnt work. I realized that I had forgotten to transfer the money to my account before I finalized it, but once I tried again, it wouldn't work. My bank had blocked it (fraud prevention, i assumed that and later learned that i was correct) Instead, I added a different card to the account and decided to also put in a different amount rather than trying to add the initial 500 again, which worked. I ended up winning $2,650+. I tried withdrawing with another card but after realizing that it was tking an unusual amount of time for draftkings to review (normally takes a few mins or at most an hour) I canceled it. Thinkng that its the amount, i ended up doing it in increments of 600 an less. But Since i had cashed out on 900 before and it went through instantly, those withdrawals got canceled and I decided to place the initial withdrawal for the whole amount. Hours later, i got an email frm draftkings claiming that i have 2 duplicate accounts. They asked for all of this information from all of the cards that i HAD on file and HAVE on file, which was ridiculous. 1st of all, One of the cards was inactive and had since been deleted so im not sure why that was added to the discussion. They wanted info from the cards such as bank statements, pay stubs, utility bills, and a picture of me holding my ID. I sent everything and no one has gotten back to me yet. That's the FIRST AN ONLY time I've ever used the other 2 cards, and 2. There's no way to have a duplicate account when you HAVE TO SIGN UP WITH YOUR SOCIAL. I find the timing of my account restriction and these accusations very ******** convenient considering the fact that I just won over $2000. Im still getting notifications about boosts and offers. !!!!!!!!! Each so called "representative" is copy pasting the same **** message and claiming to understand or try to help me when they have to constantly ask what i need help with. I WANT MY ACCOUNT REINSTATED AND I WANT TO BE ABLE TO WITHDRAW THE MONEY THAT YOURE TRYING TO STEAL FROM ME, DRAFTKINGS. IF NOT THEN YOULL BE HEARING FROM A LAWYER !!!!!!!!!!! I PUT IN OVER $1000, AND I WANT EVERYTHING THAT I WON.!!!!! The Gmail associated with the account is **************************** and my user is Bow.foriamurqvn MAKE THIS RIGHT !!!!!
Customer Answer
Date: 06/29/2023
I have not heard from the business in response to my complaint.
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: 07/05/2023
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,
Diamond
My account has not been reinstated and I still cannot withdraw my money

Business Response
Date: 10/15/2023
This player has filed a chargeback against DraftKings and at this time the account will not be reinstated. If anything else is needed we will be happy to help.
Initial Complaint
Date:06/18/2023
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.
June 6th date of adjustment. They withdrew 250 off my account for no reason will not reimburse. They have the worst customer service i have ever seen and read about from the reviews.
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: 07/10/2023
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,
*****

I have recieved nothing from them regarding this matter. There have been no messages as to why this was withdrawn from draftkings before your inquiry and no response from them after your inquiry. Their customer service has been very inadequate. Please help me get my money back.

Business Response
Date: 09/19/2023
This player has closed their account as of September 15th. If anything else is needed we will be happy to help.
Customer Answer
Date: 09/19/2023
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

I closed my account because they offered no response to my initial complaint. They have not contacted me by phone or email and withdrew the amount disputed with no further communication. I would like refunded the money the fraudently took from my account with no reasoning as to why. I will not be apart of a business who does this to me and others per the BBB website complaints on DraftKings.
Regards,
*****

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DraftKings, Inc. is NOT a BBB Accredited Business.