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:04/22/2023

  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 bet last night 4/21/23 ********************* would get over **** points AND *************************** over 15 points. it was a 2 leg parley. ***** ended with 29 and ******* got 17 points i WON THE BET.DKS didn't pay me and after 30 mins i reached out to them. their reason was " it can take 24 hours to pay out sometimes?" I then asked can you please show me exactly where in your terms of service that explained.? after not responding for another ********************************************************************************** ***************** regarding this blatant disregard of my questions, i immediately got a return emailsaaying, your ACCOUNT IS NOW LOCKED UMTIL FURTURE NOTICE???? I JUST WANT MY MONEY BACK, I FIND IT EXTREAMLY ODD THAT ONLY WHEN I SAID IM GOING TO CONTACT MA. GAMING COMMISSION MY ACCOUNT IS NOW LOCKED!!!!????? I CANNOT WITHRAL MY MONEY AND NOW THEY ARE COMPLETLY IGNORING ME.PLEASE HELP ME GET MY MONEY BACK, PLEASE ***************************

  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: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 purchased a $50 draftkings gift card. I uploaded the receipt and picture of gift card. The purchase date is on the receipt. They have asked me for bank statement, picture of my ID, picture of me holding my ID. All of this has been provided. I have been back and forth with them numerous times. They keep telling me it I resolved. I got to log in and use the gift card and then it puts me back on restriction. I have been going back and forth with them for about 2 months. Nothing is being resolved? They tell me it is fixed and then I try to use it and it will not work? I feel like I am being robbed by them. I can't return the gift card. I can't even give it away. It is a good gift card I checked it on there website numerous time and it has a balance of 50 dollars on it. I do not understand what the issue is?

  Customer Answer

  Date: 05/06/2023

  I have not heard from the business in response to my complaint. They have not resolved anything it is the same thing over and over again. I would just like a re fund. I feel like they robbed me.

  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:04/21/2023

  Type:Service or Repair 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.

  04/20/23 My email ************************** username is MBECKETT1070 On 02/02/2023 I went to withdraw my winnings in my account of around ******. I was told after they reviewed my withdraw attempt that I needed to verify my ID and Financial documents and restrictions were placed on my account , I communicated thru email to numerous customers service agents and have repeatedly uploaded every single document and picture that was required from me and after being told my documents were valid and accepted I've been told to wait for more info multiple times, and as of today 04/21/23 I still haven't had my account unlocked and restrictions taken off so I can access MY MONEY!! I think I've been very patient thru this whole process considering how hard it is to communicate with your customer service agents. I would appreciate it if attention could be brought to my account and since I've provided all nessasary documents the restrictions finally be taken off so I can receive my money and continue to use my Draftkings account. Thanks.

• Initial Complaint

  Date:04/21/2023

  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.

  My account was restricted for no reason. I placed bets with my hard owned earn money. They have sent me over 25 emails requesting the same documents, and I have done so they would like your bank account, drivers license with your picture, a passport, bank statements with your account number, and they are asking for credit card statements that I did not even use to bet on their site, I have explained there are no bank statement for those credit cards because the cards arent even activated and I did not use them and I shown them proof of my drivers license from over 10 years ago to my current . Drivers license. I have sent them at least 15 emails and they keep returning asking for the same things that I have already uploaded. They take people money but refuse to pay out the the winnings. Ive use MGM and ******** State lottery and I have never had a problem receiving my earnings within 24 hours actually. I think what they are doing is illegal and should be looked into thoroughly. They owe me approximately $1100 or so but they restricted my account so I dont have a exact figure but I do have screenshots that I took just in case and Im glad that I have that they are using styling tactics to not pay people. I decided to start here with a complaint and Im also going to file a complaint with the consumer protection agency. Ive also think I should start writing reviews on yelp and ****** and called the news channels after reading so many complaints about them. They have no reason to keep my money, my drivers license is valid, my passport is taken right next to my face, I sent them copies of my bank statement, which I do not understand why they need to see your FULL bank statements, They said that the bank statements should show $ pay to them that would not even be on a recent bank statement. this company is violating laws asking all your bank info.*** also sent them a current copy of my ********** has all the information they required. everything I sent is legit.

  Customer Answer

  Date: 05/02/2023

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

  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:04/20/2023

  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.

  I was locked out of my account on 4/19/23 by this company after they refused to accept an expired drivers license as ID verification. They accepted the same expired ID for verification only 1 month earlier. Their claim is they can only accept valid IDs for verification which is unlawful, discriminatory and was never listed as a requirement on their website when I initially signed up. I do not a current photo id, have no intention of getting one and they required by law to make reasonable accommodations to make alternate methods of verification available to ppl like me. They have had my verified tax info (doc sec #) for years. They have verified documentation of my current address (submitted with last 6 weeks) and have had 2 different drivers licenses submitted since the acct was opened which verify my appearance. As the account is now locked my $448+ is not accessible and the bonuses, rewards and achievement crowns I am entitled to are also not accessible due to this unlawful lockout.

  Customer Answer

  Date: 04/30/2023

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

  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:04/19/2023

  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.

  I received a "boost" for an "early win" or "up 10" promotion on *** basketball. The promotion was to place a moneyline bet on any *** game and if your chosen team is ever up 10, you automatically win. On 4/18/23, I opted into that promotion and added it to my betslip as the T&Cs indicated and placed a moneyline bet on the Los Angeles Clippers at +260. The Clippers were later ahead by more than 10 yet lost the game. Draftkings booked the bet as a loss and claims I did not add the bonus to my betslip. On 4/18/23, on multiple occasions, Draftkings had disclaimers they were experiencing technical difficulties and were working to correct the issues. The "boost" also appeared and then disappeared several times throughout the evening. I followed the extremely complex rules for the promotion and Draftkings didn't honor it. It is as simple as that. Multiple attempts to deal with their customer service either results in bot type responses or nonresponsive answers. They owe me $76.

  Business Response

  Date: 04/21/2023

  We appreciate this player reaching out to us. At this time we have resolved this matter via customer service. If anything else is needed we will be happy to help. 

  Customer Answer

  Date: 04/21/2023

  [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,
  
  Will Deer

• Initial Complaint

  Date:04/19/2023

  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.

  My account was restricted and I was told after SENDING MULTITUDES OF DOCUMENTS to prove my identity that all I have to say is "I acknowledge" in email to get unrestricted. After doing so I was told I would receive an update shortly and after 2 days of not receiving any contact(I asked every few hours for an update) I finally will file a complaint on the Better Business Bureau. Their customer support is non-existent and there's no way to chat with a human so the fact that they say there's an option to do so is a lie. Chat option only goes to email and never goes to a human option no matter what day/time it is. Also, none of the support feel like they have to address my issues of having $560 tied up in a restricted account.

  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:04/19/2023

  Type:Service or Repair 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.

  There have been numerous transactions that have been invalid through their website. Yesterday when I went to cash out bets, their website decided to do maintenance. This lost me money on the bets I could not see, nor cash out. I contacted the company about the situation, and they said basically they did maintenance and there is nothing they can do. These events took place on April 17th-18th, 2023. I ran into another issue today April 19th, 2023. I cashed out a bet for $3.02 and they only paid me $1.00. They are literally stealing money from me and possibly many others. I plan to close my account, but this company should not be able to do this to people. I have more complaints with the company dating farther back. I just simply want my money back that they are withholding from me and voiding their own agreements.

• Initial Complaint

  Date:04/18/2023

  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.

  Draftkings has been holding $200 and restricted my acount and have ignored my emails. They want a bank statement to acount just opend ive gave them everything I can but they will not allow me my $200 back. Just want my money.

  Business Response

  Date: 04/21/2023

  At this time we have created a withdrawal for *********** balance. If anything else is needed we will be happy to help. 

  Customer Answer

  Date: 04/21/2023

  [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:04/18/2023

  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.

  Dear DraftKings Support Team,I am writing to express my extreme dissatisfaction with the recent experience I had with your platform. As a user of your service, I was shocked and dismayed to discover that my account had been restricted without any apparent reason or justification.To make matters worse, I was then asked to upload bank statements to verify my account, without being given any explanation as to why this was necessary. This process was incredibly frustrating and time-consuming, and I felt that I was being treated unfairly.Furthermore, I was extremely disappointed to find that my funds were being held during this period of account restriction. This caused me a great deal of inconvenience and financial strain, as I rely on these funds for my everyday expenses.I have always been a loyal customer of **********************, and I find it incredibly disappointing that I have been treated in this manner. I believe that I am entitled to an explanation for the restriction of my account and the holding of my funds, and I request that you take immediate action to rectify this situation.I hope that you will take this matter seriously and that you will work to ensure that this type of situation does not happen to other customers in the future. Thank you for your attention to this matter.

  Business Response

  Date: 04/21/2023

  We appreciate this player reaching out to us. In order to investigate, we will need the player to provide us with their DraftKings username. Once provided we will be happy to investigate.