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:03/14/2023

  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.

  I been trying to withdraw my money on my draft kings account for over month and contacting support no help no calls nothing to resolve my issue I sent my iD and still cant withdraw my money on my account

  Business Response

  Date: 03/31/2023

  We appreciate this player reaching out to us. This customer is now able to withdraw their funds. If anything else is needed we will be happy to help. 

• Initial Complaint

  Date:03/14/2023

  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.

  Placed a parlay on draftkings sports book in ******** on 3/11, the following day it showed I missed Vucevic over **** rebounds. I then checked multiple box scores from major websites including the official *** box score that showed he had 12. I reached out them and they replied saying there was a stat correction and that he had a rebound given to him after the game ended and they use the official game score stat sheet to verify ******. I then found said stat sheet with timestamps showing he got 12 rebounds and that there was no after the fact stat correction. When asked for evidence of a stat correction or me showing them the official stat sheet from the game they have now not responded or replied as to why the bet is not verified a winner.

  Business Response

  Date: 04/21/2023

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

  Customer Answer

  Date: 04/24/2023

  [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:03/14/2023

  Type:Product 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 2/10/23 I signed up for a Draft Kings account at a promo booth and deposited $500 (Transaction process date 2/12/23). When going to access my account, it has account restrictions place on it. I have uploaded all the required documentation (Proof of address, Drivers License and Bank Accounts) to get the restrictions lifted. This includes the bank statement that clearly shows the draft kings transaction for $500 on 2/12/23. The restrictions still have not been lifted and I have no way to retrieve my money. Every response is from a different customer service representative with no consistency on the response. There has been over 100 emails and no resolution has been made. I have requested to speak to a supervisor multiple times and this request has not been granted. Draft Kings does not have a phone number to speak to someone over the phone to clear up any confusion. This process has been ongoing for over a month. I would like to get a refund of my $500.Draft kings use name: tru4inc

  Customer Answer

  Date: 03/27/2023

  I have not heard from the business in response to my complaint. This issue has not been resolved. I have reached out multiple times with no response to solving the problem and get no response.

• Initial Complaint

  Date:03/13/2023

  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.

  My boyfriend referred me to this gambling site, and I used his bank account with his permission to fund my first few bets, now I had no problem finding the account but since I won 500$ from 100$ now all of a sudden they are saying that I made a duplicate account because we live together at the same address and used the same bank account. In there rules and regulations it states that it's not allowed and if that happens they have to make sure the charges where allowed. I've emailed them plenty of times willing to prove that I was allowed by my boyfriend to use his account he was teaching me how to play and he usually pays for me. Now they owe me 500$ and in the rules it says once they see the charge was allowed it will reinstate my account and allow me to withdraw the funds but now all of a sudden I am not getting a response back from them. I just want the money I won from them.

  Business Response

  Date: 03/31/2023

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

• Initial Complaint

  Date:03/13/2023

  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.

  03/13/23 $144 I had posted 144$ dollars to the Draft Kings website via a prepaid gift card for my own reasons & I was attempting to upload more funds I had from a gift card until Draft Kings shut down my access to most of their websites features. They deemed my activiry on the account as suspicious. In order to use those features such as depositing money & withdrawing or whatever the like, I needed to upload information (ID & a bank statement). Although I wasnt too fond of uploading my bank statement with account number on it, I did both requests so that my account could get back to what it needed to be so I could get on with what I needed to do. I eventually got in touch with Draft Kings, they said they were reviewing the information I gave them. Then they told me the bank statement wasnt sufficient enough because it had to match with the four digits of the card I was trying to deposit from but I told them I had no way of showing that & that they werent saying that before. This whole thing went nowhere. It was constantly the same thing with them. I comprehend being restricted and not being able to play as usual may make you feel restless or even worried about the status of your account .. & this is another message similar to the previous person: Thank you for reaching out to DraftKings. I understand it can be frustrating when your account is restricted; I would feel the same way too. I would be happy to help you today. All in all, it was like I wasnt talking to a real person. Like almost AI / Robot-esque. Therefore, I requested a refund. When I requested a refund, they originally told me they couldnt return it back to the original source (my prepaid giftcard). Instead, it had to be sent back to me via check. I just told them do that. Instead another person spoke to me on email (because its a new person every message with their customer support) & that person told me they would to my PayPal. I said just send check & nothing. no answer back

  Customer Answer

  Date: 03/23/2023

  [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:03/11/2023

  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.

  This company has suspended my account twice for illegitimate reasons! I am owed $1900. *** asked for a supervisor or manager to call me and I havent received a call yet

  Business Response

  Date: 03/31/2023

  We appreciate this player reaching out. A withdrawal for the account balance has been created at this time. If anything else is needed we will be happy to help. 

• Initial Complaint

  Date:03/11/2023

  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.

  I deposited $500 into my bank account and after placing a bet I asked to withdraw my account. My request was denied and my account was frozen. I was told I needed to verify my identity and have tried to do so for almost 3 weeks now. I have been going in constant circles with these people trying to just get my money and this is ridiculous. I don't even wanna bet on the platform anymore. I just want my money back cause this is shameful that I have to jump through this many hoops for my own money. Seeing others say similar things makes me think this wasn't entirely random and that this is either an issue with their algorithm or a scam of some sort.

  Customer Answer

  Date: 03/25/2023

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

• Initial Complaint

  Date:03/10/2023

  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 waged $25 on a game. When it was very high, I tried to cash out. By their own website rules you can cash out pre game or live. I tried to cash out for 24 hours and they wouldn't let me. I contact supported and provided receipts. I was however able to cash out on new bets. They owe me $600 in winnings that I tried to cash out and their website would not allow me.

  Business Response

  Date: 03/31/2023

  We appreciate this player reaching out to us. If the player can provide us with the bet ID of the bet in question we will be more than happy to investigate. 

• Initial Complaint

  Date:03/10/2023

  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.

  The other day I found out that my draftkings account was compromised on 3/7 and contacted them promptly with proof that this happened and the charges that I thought was all of them and said hey this is the SECOND TIME my account has been compromised and I don't know WHY/HOW my account was reopened. There was $2100 in my first look of the charges but after they posted I see way more than that. I have contacted support and they have simply just been not helpful/not responsive. I want my account to be 100% shut down and not allowed to reopened, and I want my money back from the charges I have brought to their attention. This is really something I believe that should not be that difficult but both times something has happened like this with Draftkings I have had the same terrible customer service. The first time the charges never posted to my account and months later maybe 4-5 months later I got 20 pieces of mail regarding the charges and because I assumed everything was fine I ignored this. However I ended up paying them because I was simply tired of no response. This time I am beyond fed up with them and the terrible customer support they offer.

• Initial Complaint

  Date:03/10/2023

  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.

  My draftkings account was locked and I was told to verify my account and my identity witch I did and I was told there was 5 account connected with my account and they need to be verified to unlock my account I let friends use my phone to set up there account and I was able to get most of them to verify there account and the ones I could not closed there accounts so I don't know why mine is still locked up I have ****** in my account I can't withdraw from draftkings it's been over two weeks ago they locked it and over a week since I have heard anything I can't get a response from anyone I have told them I just want my money and I have verified my account and my address and my PayPal account so they have no reason to keep my money now I can't even log in to draftkings and I can't see my money and not one of my emails is been answered please help me

  Customer Answer

  Date: 03/20/2023

  I have not heard from the business in response to my complaint.i have sent email every day trying to get something and every day nothing I can't get any response from draftkings and I have ****** in my account but I am not able to bet or withdrawal please help or call me if you want anything that could help **********

  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.