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:05/14/2023

  Type:Billing Issues
  Status:

  UnansweredMore 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 15, 2023, I placed a $4,400 bet that the ****** have to be within 3.5 points or more verses the grizzlies on Draftkings. Bet number is DK6381720605230238808. The ****** won the bet and I was awarded $4,000 for my bet. On April 20th, 2023, they locked my account with $8,400 in my account. They stated that they locked my account due withdraw limits. I provided them everything they asked to unlock my account and they have not responded. I just want my account unlocked so I can withdraw my money. Please help me get my money back. Thank you

• Initial Complaint

  Date:05/14/2023

  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 5/14/23 I contacted support about the online slot machine kicking me out whenever I would win free spins. I previously only used Draftkings for betting on sports here and there and blackjack. Ive used several other online slot casinos and never had a problem. In this type of situation they would rectify the issue. When you get kicked out there website states that when you return it should resume from the same place and if it doesn't to contact support which i did. I have been in contact with support for hours. I was told that what i said happened the had no history of. Then when i provided screenshots, i started getting several different reason why it was my fault. Including that theres something wrong with my connection and i should use a computer instead. When i stated it never said that on the website they said they dont pay for connection issues. The website doesnt say that either nor when i was getting kicked out it never says a connection issue it says your session has been terminated! Which i had proof of. Then they also said they cant pay because we dont know if that was gonna be the final result of the spin. Which is false because in this particular game you can get free spins other way but in this particular one the whole row is bonus spins so if u get it, it always results in free spins because u get 3 regaurdless and it usually has a pretty good pay out! As someone who worked in the casino industry i understand alot of customers claim things. But if a customer has proof you should rectify the issue.i have been passed around from several different people in their customer support asking the same question and asking for the same info for the past 4 hours! They advertise on their site that their casino is fair and regulated. They even have it as one of their promotions! I was gonna let it go because im not a serious gambler but i refuse because Its clear they are cheating people out of their money. Its the principle!

  Customer Answer

  Date: 05/26/2023

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

  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:05/14/2023

  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 27th 2023 I won 600$ from a contest on Draftkings. Later on that same day I requested to withdraw 500 out of my account to be transferred to my PayPal account. A week went by and I still didn't receive my money,so I email them and they say it was sent to my PayPal. I reached out to PayPal and they said they didn't receive anything from Draftkings,and told me to tell Draftkings to give me the PayPal transaction number. I asked Draftkings for the number and they ignored me. I sent several emails and then they restricted my account because they said I said something that caused them to think I was gambling irresponsible. I guess because I emailed them almost everyday asking about money. I'm still emailing them and they said they will get back to me after they go over my emails. I just want my 500$ which I am owed. Can you please help.

  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:05/14/2023

  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.

  My account is banned I want to resolve this in anyway I can my number is ************** my email is ***********************

  Business Response

  Date: 02/12/2024

  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:05/14/2023

  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 made a deposit of $230 and they decided to take an extra $40 out of it when I spoke to them I told him thats called double dipping but they didnt seem to care

  Customer Answer

  Date: 05/24/2023

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

  I didnt get a response from them but an email telling me the website being updated.

  I told them to please delete my account considering theyre stealing money from me and maybe from others

  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: 05/30/2023

  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:05/13/2023

  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.

  Good Morning,My username is Jamesz1988 I had an issue with DK where I believed I was depositing with my debit card, but somewhere I ended up making an error so some were coming from my checking account. I had to stop those checking account payments and immediately contacted DK to ask if I can pay another way. This however is not the issue for me.When making bank deposits, I had signed in via my online banking portal, my username and my name. The bank account is shared but it was always my details entered when depositing on my account - Always. Why has my wife, received collections letters in HER name for my debts. This cannot be legal and is incorrect. I think you even use my SSN when I registered so how has this happened?It would be my debt, a debt which I tried to pay prior to this happening. Please can somebody give me a call to fix this or get back to me ASAP - You cannot have a collections company putting all this on somebody elses file for something that is my issue.Again, I have emails asking to pay you before any of this occurred. I like my DK account and wanted to resolve it and have always been willing to pay you for these. I have been following what you asked in your emails and it has only been a few days since we discussed it.Something has obviously gone wrong somewhere, I just want to fix it.Please get back to me ASAP.

  Business Response

  Date: 09/10/2023

  At this time we have contacted the player directly with next steps for resolution. We ask the player follow up with their support ticket directly at this time. If anything else is needed we will be happy to help. 

• Initial Complaint

  Date:05/13/2023

  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 May 12, 2023, I placed a bet on my Draft Kings account. During my bet I was offered to cash out for $204 and so I decided to take the $204 offer and then when I kept hitting the confirm button it kept giving me an error! It then offered me a lower amount and when I hit on that it also kept saying error! Of course, the one time there is an error I ended up losing the whole bet and when I contact customer support with **********************, they inform me that they wont honor the $204 and now I am really upset because I was offered $204 and due to no fault of my own, they didnt honor it! I have lost many bets before, and I have never complained because I lost the bets fair and square, but I am upset because I was offered $204 to cash out and due to their technical issues, I wasnt credited the money and now they just insult me with their responses! If draft kings dont credit my account, the $204 I will be forced to file a complaint with the gaming commission and the attorney generals office in my state!With all the money I spend on their app and with the cash out being only $204 which isnt a lot of money they should do the right thing and credit my account the $204 they offered me!P.S. My draft kings username is the email that I have provided to the BBB

  Customer Answer

  Date: 05/23/2023

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

  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:05/12/2023

  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.

  The company took out more money in ACH transactions that was actually deposited and still has not reviewed my bank documents that was asked for. The response was what transactions I was inquiring about. This is impossible to figure out as the amounts dont match up to my deposit history and there are hundreds of dollars extra removed from my bank account and I have yet to be reimbursed.

  Business Response

  Date: 05/19/2023

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

  Customer Answer

  Date: 05/20/2023

  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:05/12/2023

  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.

  05/04/2023 I placed a bet with the free bets I earned from becoming a member. I won **** off of that bet. After trying to make a withdrawal which was my first I got an email saying my account had been locked for suspicious activity. They asked for my bank statement and a picture of my license although I have sent both, they told me they cannot tell me when my account will be unlocked

  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. 

• Initial Complaint

  Date:05/11/2023

  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.

  My account has been restricted since May8th for no reason after I tried to withdraw my winnings to my account. I responded to all the emails and sent in every document theyve asked for including bank statements. One of my accounts had no previous activity because it is new but I sent in everything. Also I showed proof that my address changed with a bill. So what is the hold up? Im starting to think this app is scamming to get people bank information. Ive been contacting customer support but still no help & I still cant log in my account.

  Customer Answer

  Date: 05/21/2023

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

  Business Response

  Date: 09/13/2023

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

  Customer Answer

  Date: 09/14/2023

  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 issue is not resolved at all  As of 9/14/2023 I still cannot log in lt says Account Restricted still!!

  [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,

  Grace

   

   

  Business Response

  Date: 11/14/2023

  Updating this complaint to let the player know that the account has been reinstated and they are free to utilize our products. If anything else is needed we will be happy to help.