Skip to main content

We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
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

Find a Location

DraftKings, Inc. has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Please enter a valid location.

    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:06/13/2023

      Type:Sales and Advertising 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 6/13/23 I signed up as a new user and deposited $2000 because the initial deposit bonus was 2K for a 2K deposit. I didn't know and don't think ************* that you have to 'opt in'. Who wouldn't want the promotion. Either way, I was rejected by customer service when I tried to claim the promo. This is very dishonest and I want my promo funds otherwise, this is stealing from your customers.

      Customer Answer

      Date: 06/24/2023

      I have not heard from the business in response to my complaint. I urge consumers to shy away from this business. It is extremely shady and they frankly steal money 

       

      Business Response

      Date: 02/12/2024

      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:06/12/2023

      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.
      Ive emailed this company 2-3 times already I just wanna know how in the world can you loose 20 hands in a row the odds of that arent even real. I spend a lot of money Ive never seen a company win on the shot your company did I would get a flush they get a straight I get 2 kings they get two pair like seriously thats sad 20 hands in a row I built my account up to $100 and then no wins 20 hands. SMH sad

      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.

    • Initial Complaint

      Date:06/12/2023

      Type:Billing 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 June 12, 2023 I sent DraftKings an email about a promotion they was running. The promotion was purchase 4 certain NFT cards from their marketplace and they would deposit $75 DraftKings dollars into your account. In the terms it said after 8 a.m. on the 12th of June but on another page it said after noon. So I emailed them to clarify. I told them I spent $150 that I didnt want to spend to receive that promotion and wanted to know if I would be receiving it. I didnt get an email back but they locked my account for responsible gaming issue, s said they had to review my account which had no timeline. I asked what that meant and got no explanation. I am a responsible gambler and they could check within 10 seconds to figure out that I have made one deposit for $50 since I have had the account for years now. So they cant say Im not a responsible gamer. I have hundreds and hundreds of dollars in assets that I can not use or withdraw. I think they are trying to get out of paying me the promotion or something. Or they dont like it that I have made one deposit for $50 and I have withdrawn thousands of dollars. Its not right that as soon as I spend $150 on their marketplace they lock my account to where I cant do anything with it. If it was really about responsible gaming they would just stop me from making deposits. They wouldnt lock my account up. Like I said, I have hundreds and hundreds of dollars worth of money and assets on my account I would like to withdraw or just use. All I want is access to my account

      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.

    • Initial Complaint

      Date:06/11/2023

      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.
      On this past Tuesday 06/06/2023 I had finally gained access to my DraftKings casino account when I was in ************ visiting family I sent in the appropriate identification and my account was opened back up while I was playing 777 surge I was playing .20 spins when all of sudden I hit 3 reels in the middle which was for the ****** jackpot and all of sudden the white ball just kept spinning trying to load so of course it froze my boyfriend took pictures and video and I took a screenshot then x out of the game and emailed then immediately and its now Sunday and have gotten nowhere with them they have told me they're chatting with the provider and waiting on a resolution this is ridiculous it shouldn't take this long I was in ************ my documentation is correct so why havent I been credited I sent screenshots

      Business Response

      Date: 06/16/2023

      At this time we have resolved this matter via our customer service team. If anything else is needed we will be happy to help.

    • Initial Complaint

      Date:06/10/2023

      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.
      Account was locked due to using my fiance debit card for a deposit. There rules which I did not purposely break do not allow this. Upon account being locked in January of 2023. I sent proof of identity. I sent pictures. Pdf files. Bank statements. Tax paperwork. Everything asked and then more to prove identity. Even statements from my fiances accounts as well. They after receiving. **** then ask for the statements for my debit cards. Which are the same account. When I send them this. They respond with they need my bank statement. Then I send that. They do a circle again and ask for my debit card bank statement. They are they same thing. This and countless other things they have asked for has done nothing. I now can not even upload anything to there system to help the situation.(I have reached my limit.) They have not replied to my last 3 emails. Which I uploaded.

      Business Response

      Date: 06/16/2023

      At this time we have resolved this matter via our customer service team. If anything else is needed we will be happy to help.

      Customer Answer

      Date: 06/27/2023

      [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:06/09/2023

      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 open videos on FB are generated by FB. Quickly into the videos there are adds for Draft Kings. *** never asked for them, dont know anything about them and they are ruining the videos as their ad covers up about half of the video. How can I eliminate this?I just want to watch FB videos, generated by FB without interruption. Usually I just close them and move on but they are now inserted in so many things Id like to see.

      Business Response

      Date: 06/16/2023

      We appreciate you reaching out to us. Can you please provide the platform you are on in which these videos are on?

    • Initial Complaint

      Date:06/09/2023

      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.
      I opted into a promotional offer. If you played the "rocket" game for a minimum of $20 they'd give you a $10 credit. Nowhere did it state it was only good for one time use. So I played again, and after contacting them to ask why I wasn't credited for the 2nd time I played through $20 they refused to credit me. Multiple times I've had issues getting credited by them according to their promotional offers. They scam people in hopes no one will call them on it and/or notice their shady business practices.

      Business Response

      Date: 06/16/2023

      At this time we have resolved this matter via our customer service team. If anything else is needed we will be happy to help. 

    • Initial Complaint

      Date:06/08/2023

      Type:Sales and Advertising 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 6/6/23 i was playing in DraftKings and went to bed somewhere between *****pm as an early riser when i woke up at about 4am on 6/7/23 i found a text from DraftKings for the 2factor authentication from 12:32am i went and tried to login and it was saying my password was incorrect i went into my email and found an email from then saying my password had been successfully changed the email had a time of 12:32 am i was asleep at this time i immediately emailed them back saying i did not request nor did i change my password. They locked my account for which i am thankful for but then received an email back saying they didnt find anything and to unlock my account they wanted me to upload a self-certify photo of me holding my license and for me to type in a reply to them that i accept all activities on my account. I asked for a list of activity from the time i went to bed and they have yet to reply with it over 15 emails and all i get is the same exact email back. How can they expect me to say i accept what they wont tell me i have over $200 in my account. All i want is to see the activity make sure its mine and unlock my account

      Customer Answer

      Date: 06/19/2023

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

      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:06/07/2023

      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.
      I made a deposit to place bets . They let me place one bet the restricted my ************* further bets . They instructed I needed to send in a picture of a drivers license with me holding it , a utility bill with my address on it and a bank statement with the last four digits of the debit card I used . I provided the first two and a copy of my bank statement of the card I used but it does not include the card as it is a debit card and not a credit card . The draft king withdrew is clearly visible on statement . They refuse to let me bet or refund my remaining deposit sending form letters repetitively .

      Business Response

      Date: 06/09/2023

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

    • Initial Complaint

      Date:06/07/2023

      Type:Sales and Advertising 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 June 3rd I had won big through draftkings. The next day I tried to place my bets. Every time I tried to make a bet draftkings adjusted my bet considerably lower. I emailed them several times to get this resolved. Draftkings kept telling me that there were no restrictions on my account. Later that night I used other accounts to place some bets to prove that I was restricted. Sure enough those bets went through with no problems. I contacted draftkings through email stating that I had used other accounts to prove that my account was restricted. At that time they shut my access to my account down. Stating that my account was being investigated for responsible gambling. I have sent multiple emails and have left voice-mails over the last several days with no response at all. I need access to my account so that I can cash out and close it.

      Business Response

      Date: 09/13/2023

      This matter has been previously resolved. If anything else is needed we will be happy to help. 

    DraftKings, Inc. is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

    Why choose a BBB Accredited Business?

    BBB Business Profiles may not be reproduced for sales or promotional purposes.

    BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

    When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

    BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

    As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.