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Business Profile

Online Gaming

DraftKings, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Online Gaming.

Complaints

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

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DraftKings, Inc. has 2 locations, listed below.

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    Customer Complaints Summary

    • 2,200 total complaints in the last 3 years.
    • 684 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:06/18/2023

      Type:Customer Service Issues
      Status:
      Answered
      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 has locked my account. After sending all documents requested they still wont unlock it. Horrendous customer service and extremely slow responses.

      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:06/18/2023

      Type:Product Issues
      Status:
      Answered
      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 or about Monday, June 12, 2023 I deposited $600 to my account after signing up via a referral link. (The name of my account is *************. I made my bets, they fell through and I received $200 in bonus bets, divided in increments of $25. The following day (June 13) I was allowed to use one $25 bonus bet and have not been credited or allowed to use the rest since. The bonus bets also have a time limit and are set to expire tomorrow (June 19) at or about 8:30 PM (the site says 8:26 PM). The print says I can use each bet after 24 hours from the last one, a restriction that somehow gets longer each day. I would like to be allowed to use the bonus bets or have the amount directly credited to my account. Lastly, I was also supposed to receive an additional 20% or $120 for depositing the $600 in the first place. I have yet to receive that and want the amount I was promised credited to my account as well. Thank you.

      Customer Answer

      Date: 06/29/2023

      I have not heard from the business in response to my complaint. The next step is for me to contact the *** and/or attorney general. Please let them know only if you're so olbligated. Thank you for your efforts.

      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: 07/09/2023

      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. 

      To be clear, they have not reached out or spoken to me. This is a flat out lie. All I have received are ads saying "make a deposit, get this much in bonus bets." At this point it's false advertising and it needs to stop. I'll be forwarding all correspondence sent to me since my complaint by end of day. 

    • Initial Complaint

      Date:06/18/2023

      Type:Billing Issues
      Status:
      Resolved
      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.
      Made a draftkings account 2 months ago played for about a week or so, I deposited money a few times won 1300$ when I tried to withdraw it and all of a sudden its restricted and they locked my account!! ((But again NOT until I wanted to withdraw.) )it asked me for documents (attached below is documents I sent them and emails ) and I provided everything they asked and identity and proof of address was all verified. With all that done they never unlocked my account, then they said my account is associated with other accounts I guess because the device I had just bought from my great nephew and ** never factory reset it. Im an android user dont know to much about Apple products. I never have played on draftkings until then and definitely have never played on someone elses account not nobody used mine either in the little bit of time the account was open. ******* saying they need documents for all linked accounts but Im NOT LINKED TO ANYONE ELSES ACCOUNT!! I play mine only I LITERALLY just made the account I dont see if my account was associated and or linked with others why did they ever let me deposit (more than once) and play it at all?!! Seems convenient on their behalf that they only did it when I tried to withdraw. I just want my money and then l wAnt to close the account. I dont have time for the none-sense/scams or whatever theyre trying to pull! It aint right and they need to be stopped

      Business Response

      Date: 07/07/2023

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

      Customer Answer

      Date: 07/10/2023



      Better Business Bureau:

      my user name is ******** and I do not except that this matter was solved! It will be solved when I get my money!! 

      Regards,

      *************************

    • Initial Complaint

      Date:06/18/2023

      Type:Customer Service Issues
      Status:
      Answered
      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.
      Me *************** and my brother username (*********) are both filing complaints in regards to this company. They have restricted both our accounts even though I am verified myself same as my brother theyre withholding $1500 of his money.This is ridiculous how they are doing this we both have been feel like weve been targeted with been trying to email them contacted them several times and yet they send us the same automatic message, and stop replying, we have submitted all the documents that is necessary, but yet have not gotten anything back nor my account or bis withdrawal . My account is still restricted, and he has yet to receive his money! I suggest to stay away due to the fact of their poor customer service, and failure to assist their customers they say they have 24/7 agent which is also false advertisement.

      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:06/17/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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 requested my withdrawal of my funds I received an email requesting for me upload files so that they can process it for me i pressed to up load the requested documents which are, ************* and passport everything they requested but they have yet to process the withdrawal, this is quite ridiculous due to the fact that, they proceeded to take an accidental deposit even though they said that theres been a temporary restriction on my account but yet they did not allow the withdrawal due to the fact that there has been a temporary restriction. Ive sent all the necessary documents, and they have yet to do so. Whats even more upsetting g is that these is a number to reach out to someone nor is there a liver agent to assist you! theres plenty of other sportsbook businesses that do handler customer service much more appropriately, I highly doubt that I would continue with this company, the **** of accountability is ridiculous.

      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:06/17/2023

      Type:Product Issues
      Status:
      Unanswered
      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.
      14 months ago, Draft Kings denied how they cheated me out of bonus points. After many back and forth emails, I decided it was time to stop dealing with this unethical company, withdrew all my funds and requested permanent closure to my account. Being a ********************** shareholder, I sent a detailed email to Draft Kings shareholder relations and requested a reply to the unethical business practice performed. I got no reply so. I subsequently sold my shares.14 months have past. Yesterday, I received 2 $25 paid Draft *************** as a Father's *** present. They were purchased using real money by a family member in good faith.I contacted Draft Kings through their customer service on-line features to explain the situation to either allow a one time exemption to open to my account so that I can use these cards or if not possible, then to redeem the cards by sending me to my address a check for $50 or to make a $50 deposit into my Paypal account all information which they have on file.Many emails back and forth. On each reply, they say they understand and they want to help. But, they then close each email by saying the account is permanently closed so you can not use your gift cards.My last reply to them was that they took $50 cash with an obligation to credit an account with $50 worth of bets but they will honor either option. So I told them that they are via company policy, intentionally stealing $50, keeping it for their own use and have no intentions to make good. I told them that once again, this is a very unethical business practice.All I want is my Father's *** gift to be honored. They have the money. In good faith I tried to resolve this issue. Finally I got an email from a big cheese individual at Draft Kings saying tough, you lose, just give the cards to someone else.Should I ruin a good relationship with an innocent second person by giving them the cards and getting them caught up with the unethical practices of Draft Kings. Bad Bad Bad.

      Customer Answer

      Date: 06/28/2023

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

    • Initial Complaint

      Date:06/15/2023

      Type:Product Issues
      Status:
      Answered
      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 have closed my account and denied access to get my money ******. i contacted them originally because the cash out option did not work costing me ****** and i was never called back, could never talk to anyone. I have been taunted when i ask for my acct to open and return my money. The cash out never works in your favor. i bet ****** and won so the total is ****** this started on 6-11-2023. all i want is my money which is mine ***************.

      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:06/14/2023

      Type:Customer Service Issues
      Status:
      Resolved
      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 the second time they locked my account for no reason always asking for the picture with me holding id asked for 3 different bank statement for 3 cards on file two of the cards have the same bank statement cards ending in **** an *********************************************************************************************************************************** deposit asked them why they doing this all of a sudden no response

      Customer Answer

      Date: 06/25/2023

      [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:06/14/2023

      Type:Service or Repair Issues
      Status:
      Resolved
      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 dispute with DraftKings. On June 12, 2023. I sent them an email about a promotion. In the email I said I spent $150 I couldnt to participate in the promotion. I misspoke and used the wrong words. I emailed them back and told them the situation, I didnt use my own money I used loyalty credits to purchase the golfers for the US Open. They locked my account up and blocked me from accessing any of my money or assets. I emailed them about my account and they said they had to review my account and there is no timeframe for the review. The review is supposed to be for responsible gaming issues. Well one look at my account and they would see that I made $50 worth of deposits in my lifetime of the account. I havent made any deposits in the last year or two. So I would either like my account unlocked or I would like my NFTs sold off at whatever the minimum price each NFT is going for in the marketplace and I would like my money. I have always had good dealing with DraftKings and have never had anything like this happen. They wont give me any answers to whats going on. They should not be able to keep me from my money. I havent been accused of anything besides spending my own money. I included a picture of my lifetime deposits. If that isnt responsible gaming I dont know what is.

      Customer Answer

      Date: 06/25/2023

      [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:06/13/2023

      Type:Product Issues
      Status:
      Answered
      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 froze my account wanting Id I uploaded a id and a pic holding id next to my face which was uncomfortable due to my mental health conditions . Then after the received it replied they wanted more pics of me and my banking statements . Hugely unness and not comfortable due to my depression anxiety and schizophrenia. I replied I was not comfy with anything further due to my mental health conditions . There response was to say the are concerned with my statements freeze my money and refuse to reply during their "concerned" process besides automated responses every 3 days then I was told I can withdraw and close my account but then go unreplied to again . They have no consideration at all this is unlawful and they clearly decided that s******* with my mental health is the best way to show concern for it . I want my balance withdrawn to the last debit card I deposited with on sportsbook and my account closed

      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.

    DraftKings, Inc. is NOT a BBB Accredited Business.

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