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:04/29/2023

  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 4/28/23 I made a golf bet on Draftkings. I bet that a player named ******************* would be leading at the end of that day's round. I noticed shortly after the bet was accepted, that the odds moved from **** to ****. ************** had apparently made a shot that improved his status and projections in the event.At the end of the day as I was reviewing my account I realized that 2 minutes after they accepted my bet, and (I presume) following the event that changed the odds, Draftkings cancelled my bet. In my pursuant conversations with them they claimed this happened "simultaneously" and their 'traders' rejected the bet. However their own records indicate that there was a 2 minute span between the time they accepted my bet, then subsequently cancelled the wager and returned the funds to my account. I have uploaded a screenshot of this timeline.

  Business Response

  Date: 05/19/2023

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

• Initial Complaint

  Date:04/29/2023

  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.

  DRAFTKINGS RESTRICTED MY ACCOUNT ASKING FOR ADDITIONAL VERIFICATIONS AFTER MY ACCOUNT WAS PREVIOUSLY VERIFIED I HAVE PROVIDED SEVERAL SECURE UPLOADS OF MYSELF HOLDING MY STATE ISSUED ID CARD I ALSO INCLUDED SEVERAL OTHER DOCUMENTS ALSO VERIFYING MY ACCOUNT AND IM STILL RECEIVING THE RUN AROUND AND VAGUE RESPONSES REGARDING REMOVING THE ACCOUNT RESTRICTION THIS ISSUE IS NOW CAUSING ME A FINANCIAL HARDSHIP AND I WOULD LIKE TO HAVE ACCESS TO MY $2,125.00 LEFT IN MY ACCOUNT IMMEDIATELY IVE BEEN PATIENT WITH THIS COMPANY AFTER SPENDING MY HARD EARNED FUNDS

  Customer Answer

  Date: 05/09/2023

  I have not heard from the business in response to my complaint. Ive exhausted all my available resources trying to resolve this issue with DraftKings they are causing me a financial hardship 

  Business Response

  Date: 05/26/2023

  We appreciate this player reaching out to us. We have informed the player on next steps on how to reinstate their account via their customer support ticket. If anything else is needed we will be happy to help. 

• Initial Complaint

  Date:04/27/2023

  Type:Service or Repair 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.

  Draft kings would not pay out $152.50 I won.

  Customer Answer

  Date: 05/08/2023

  [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.]
  Issue resolved 
  Better Business Bureau:
  
  Regards,
  
  Gamel ******

• Initial Complaint

  Date:04/25/2023

  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.

  On April 21, 2023 as a first time registered user I placed 2 bets in the amount of $170. I won one bet and lost one. April 24, 2023 I deposited the amount of $298 and minutes later tried to withdrawal all my $598. DraftKings sent me an email that my account was blocked and that I need to send them verifying documents back for verification. I have been going back and forth with emails about DraftKings saying that my financial statements, Veterans card and passport is not sufficient because of a middle name discrepancy. Also because my PayPal does not have my middle initial. Come on now, why when I registered it was not an issue? I sent them my passport and bank card with a foto of myself with no avail. I'm not the only user with this issue. ********************** is not a government agency to decide a document or financial documents are not valid. All I want is to withdraw my money and to close the account.

  Customer Answer

  Date: 05/06/2023

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

• Initial Complaint

  Date:04/25/2023

  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.

  Hi,I placed a bet on the 2nd of April 2023 and contacted Draft kings on the 3rd of April to say I made a mistake with the bet and needed to void it. The bet in question wasn't supposed to take place until the 6th of April ( 4 days away) They said they would try this as a one time Courtesy or alternatively I could use the cash out feature. They proceeded to suspend my account and completely cutoff communication with me. They never responded to over 10 emails. I had no control over the account or what was happening with the bet. They then contacted me over a week later not mentioning anything about the initial bet query or what had happened. The bet had partially lost and was down over ****. How can they operate like this? take the money and not let you have any control of your account and not respond. The bet should have been voided.

  Customer Answer

  Date: 05/05/2023

  [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:04/25/2023

  Type:Sales and Advertising 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.

  Approximately 3 days ago, I placed a bet of $300 on Blackjack. There was a malfunction where I had to refresh the page and I would have won had that not happened. As soon as the page refreshed and I got back in, I looked at the cards and had I hit, which I would have, this wouldnt have happened. I would have won. I have screenshots to prove it, and you can even ask the dealer that I had requested to speak to someone immediately in the live chat. To make matters worse, I placed a $100 bet tonight and was kicked out and had to "refresh" the page based on their own doing. The screenshot of this shows that the hand that was mine would not have even been possible. I am not confident with this platform and incredibly frustrated. No one has reached out to me and I am very upset. I am asking for $400.00 as a refund. My DraftKings username is dragonslayeraidan. My email address is ************************ Please help. I am very frustrated.

  Customer Answer

  Date: 05/05/2023

  [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:04/23/2023

  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.

  On January 26 i deposited ****** into my bank account from a sports bet wager i had won. On April 6, i got a notification on PayPal. My winnings were being refunded back to DraftKings. Three months after i had already won the wager. After i seen that madness i attempted to call PayPal to cancel it. They told me it was pending so i couldnt cancel it until it was done pending. They also said it takes 3-7 business days for a pending payment to clear, so i waited. I called PayPal back to try to cancel it when it was cleared and now they said that the refund was already sent and i would have to either contact my bank or DraftKings to get the money back. I contacted my bank and DraftKings. My bank said since it was a refund with PayPal they couldnt dispute it and DraftKings told me that they didnt receive the funds back at all and to contact PayPal for better assistance. So I tried and they said theyll let me talk to the Paypal supervisor for more help and left me on hold for about 40 minutes and hung up . Keep in mind its been 3 weeks i still have bills and Im not rich so my bank account is overdrawn now because of the ****** and my bank took 50 more dollars for overdrawing my account .

  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.

• Initial Complaint

  Date:04/22/2023

  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.

  They have tricked me with the bets a few times, by posting previously scored points. Then theres been at least 2 times where I put in a bet that was gonna win, the thing popped up for the odds change and I try to accept it real quick and I still dont get it. Even though when I put it in first it worked Thats only bet I have record of, but theyve done this a few times now and wont do anything to help you

  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.

• Initial Complaint

  Date:04/22/2023

  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.

  Deposited 4 thousand dollars in my newly made DraftKings account to start my betting account . I was then told my account was then restricted for no reason and no explanation. I have been requesting call backs and emailing the support team back to back about a resolution and merely unlocking my account so I can use MY FUNDS I Deposited into my account. I have uploaded all materials and documents for verification after I was ALREADY verified but when I deposited my money I was then sent into restriction without explanation. I am getting nowhere with customer service who has duplicated responses to inquires that lead to no estimate of time to be resolved. In addition, I have requested call backs multiple times to only get a response stating I am in the queue that I already was in yesterday night. This is the worst customer service period and I would like my account to be unlocked so I can take my money elsewhere.

  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.

• Initial Complaint

  Date:04/22/2023

  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 started playing casino games in draft kings, There is a new game called DraftKings Rocket. I bet $1000 each game, and manually bail out. I played for 20 mins earned good amount cause i was playing low ****. then I see the server stop responding. And auto bed was in progress, by the time server response, two games already passed. and I lost 2 games, meaning $2000 lost. I sent multiple mail and got replay that they did research and they don't have any issue from their side. I sent the the image and audio proofs, but they don't want to agree to share the what they researched and and neither refund my $2000. After I placed compliant. they started showing a pop up about their game that they know have some issue. I have this image as well.Sorry for long emails in attachments.

  Customer Answer

  Date: 05/02/2023

  I have not heard from the business in response to my complaint. The issue is from their side.

  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.