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:05/24/2023

  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 deposited $600 in my account. Once I went to withdraw my money they kept asking for proof I am who I am. I sent bank cards, my drivers license held up next to my face. My credit card. My bank statement, everything they wanted and they still wont release my money. I have been robbed of $600. I work hard for my money and cant believe Im going through this much trouble to get it back.

  Business Response

  Date: 02/09/2024

  At this time we will not be reinstating this players account and we have communicated as such. If anything else is needed we will be happy to help. 
  
  

• Initial Complaint

  Date:05/24/2023

  Type:Product 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.

  After fairly winning big ($9750) on DraftKings using a legitimate promo bonus bet on May 22 and attempting to withdraw that same night, DraftKings restricted my account and it is still pending review. I now have $19750, $10000 of which is my deposit (excluding winnings) locked up with DraftKings. They claim that I must play through at least 1x of the $10000, which I have acknowledged and agreed to do so once they unrestrict my account. However, they still have not unrestricted my account and have not responded to me. Holding customers' money, especially a large amount like $19750 is unacceptable, and I will be raising this to the ************* ***************** if it goes unresolved. My username on DraftKings is *******, and my name is ***********************. My email is ******************* DraftKings also requested sensitive documents, including multiple bank statements and photo ID in a "selfie." I have promptly provided all requested documents, and the last message I received from DraftKings was that they have raised it to their Restriction Review team. I have followed up twice thereafter and not received any response on even the estimated time when I will hear back.

  Business Response

  Date: 05/26/2023

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

  Customer Answer

  Date: 05/26/2023

  [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,
  
  ******* Shao

• Initial Complaint

  Date:05/24/2023

  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 had spent over $2,000 on NFTs only acessable through my account, and as soon as i purchased them my account has been inacessable since. I am demanding a refund if my account is going to remain inacessable as i purchased $2,000 worth of content that is being restricted form me for no reason.

  Business Response

  Date: 09/13/2023

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

• Initial Complaint

  Date:05/23/2023

  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.

  Early in May I had created a new DraftKings account, as I am a huge fan of sports and enjoy gambling on them. After depositing Upwards of $40,000 on May 12th, and proceeding to win, and end on a days balance of roughly $69,000, I had then put in a request to withdraw the same night, and placed one more bet before the afternoon the following day. After this however, my withdrawal was cancelled, account restricted and locked, and received absolutely 0 help from DraftKings customer service, and still continue to receive no help or communication to this day. They are simply put, holding $69,000 of my money, for nearly 2 weeks now, with no explanation, or actual footing for what the future would like, and when I could expect to receive this money. I provided every document that I could to help them with their so called investigation, to absolutely no avail. This is not some small amount that I can just forget about, I planned on being a long term, high spending member of DraftKings, but instead on my second day as soon as I win my first bet, I am ousted and they hold my money with no real explanation. None of this is acceptable, I simply want access to my account again for future use, and more importantly access to my funds. I am a mother, a recently widowed wife, a business owner, and someone that enjoys sports, and for that I have been taken advantage of and cast to the side, and now they are holding tens and thousands of dollars of my money hostage, with zero explanation. Im sorry if it comes off as if im repeating myself, but this situation paired with incompetent customer service has made it frustrating since day one. I want to make clear I apologize for using my family card, with consent, and do understand their One Player Policy moving forward, but I also feel it should be said that this was never explicitly prompted, not even when $40,000 was deposited in their services was I at all stopped, its borderline predatory what they are doing. Please get this solved.

  Business Response

  Date: 10/13/2023

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

• Initial Complaint

  Date:05/22/2023

  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 have been a loyal customer of ********************** for years. I have lost over 11k in the last 5 years. I have **** in my account and I had won a 1k in bonus credit play through. I noticed my credits weren't available and I emailed through their help site. I was contacted and told my account was being restricted . I have been contacting them for two weeks and since my 1k in credits have expired. I am unable to withdrawal my money, there is no one that responds other than a general email stating that they will get back to me soon and thanks for your patience. I want my **** back plus the credits but at this point I just want my money back. This company has horrible customer service, there is a reason they make it so difficult to contact them. I am 55 , never contacted bbb. I hope this helps someone else .

  Customer Answer

  Date: 06/02/2023

  I have not heard from the business in response to my complaint. I have contacted them daily and receive the same standard answer. That they are reviewing and I will hear back shortly. It is now over 3 weeks. I tried contacting the ** gaming board but they request a ticket number from DraftKings which they won't provide.

  Business Response

  Date: 09/13/2023

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

• Initial Complaint

  Date:05/22/2023

  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 had restrictions placed on my account for "Suspicious Activity". Now they are requesting banks statements for 3 different bank accounts. I just want to withdraw my money so that I may close the account. Username: *********

  Business Response

  Date: 05/26/2023

  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: 05/26/2023

  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,

  Isria

   

   

• Initial Complaint

  Date:05/21/2023

  Type:Customer Service 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.

  I have tried redeeming a$50 Draft Kings gift card. I am unable to do so as my account is restricted. I have submitted my ID and bank statement as requested by DK. My account is still restricted and DK refuses to return voicemails.

  Business Response

  Date: 05/26/2023

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

  Customer Answer

  Date: 05/26/2023

  [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:05/21/2023

  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 trying to withdraw my $100 balance and close my account. ********************** has been unhelpful for weeks. I sent Draft Kings a copy of my ID as requested but I am still unable to withdraw my money.

  Business Response

  Date: 05/26/2023

  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:05/20/2023

  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 made an account and I won they denied me access to the account with my winnings in the account

  Business Response

  Date: 05/26/2023

  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:05/19/2023

  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.

  Ive been trying to contact fan duel for over a year. They blocked my account with winnings without contacting me they restricted my account and withheld my winnings

  Business Response

  Date: 05/26/2023

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