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:04/04/2023

  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.

  DraftKings locked my account almost 2 weeks ago. I have contracted them 4 or 5 times asking why my account is locked, timeframe of being unlocked, and if I could speak to someone. The only thing they tell me is that have forwarded my issue to their it department and have no timetable. When I follow back up they just tell me they see a follow up to it was made and no timetable on resolutions. I asked ************* why my account is locked in first place and nobody can tell me. I only have a couple hundred dollars in there, but Im beyond frustrated as they froze it without explanation.

  Business Response

  Date: 04/14/2023

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

  Customer Answer

  Date: 04/14/2023

  [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:04/03/2023

  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.

  Hello, last night i emailed DraftKings Support to see if it was possible to disable the casino and strictly sports bet. I got an email back basically reiterating what i initially said, and i again asked them if its possible to disable the casino. This was solely because i have no interest in the casino or anything, and i dont want the option. I only want to sports bet. Following this, without asking and without warning, my account was restricted. My account has a few hundred dollars in it, with currently no way of getting it back. I have contacted support multiple times since last night into today, and i got 2 terrible answers that were no help at all, and have been ignored since then. I dont care if they permanently close my account, i can sports bet other ways, but i want my money back. This is theft and Im worried that they will not give it back. I did nothing wrong, i did not violate anything, i simply asked a question. My draftkings username is ******** and the email with that account is *********************

  Business Response

  Date: 04/14/2023

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

• Initial Complaint

  Date:04/03/2023

  Type:Sales and Advertising 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.

  Its been 3 weeks now that my account has been restricted and draftkings refusing to allow me to withdtswl my 185 dollars from my account. I submitted all documentation they had asked for the very first day which was March 12th. I've emailed them (draftkings) multiple of times with no resolution and them just restating the same things over and over again. I've proven that I oy have one account and have o ** ever had one accou t with them, they are now telling me that my account will continue to be restricted until they recieve the requested documents from these other accounts. To which I replied that its not my responsibility for others accounts and that they can't hold my account from me due to other people and their accounts, I am on responsibility for my own account to which I've proven that is mine and that I don't have any other accounts. They are continuing to withhold my *********************************** my account due to the fact that these other said accounts haven't sent in their documents. For one that right there should prove I oy have the one accpu t and for two how can they rightful** and legal** hd me accountable for other accounts when I've done what they asked of me. All I want is access to .my money and to withdrawal it out of my account. Its been over 3 weeks. Enlugh is enough. Please help me to access my money and be done with this line casino.

• Initial Complaint

  Date:04/02/2023

  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.

  I was playing a 60 dollars per spin and i won a bonus round of 8 free spins. Before when i won the bonus round i won ***** dollars that was march 25 at 8:56. march 26 at 4:32 i won another bonus round i was also playing 60 dollars per spin. The slot was froze for 8 days they said they reach out to the game provider don't worry my spin are there its pending don't worry they will get back to me. Today april 2nd at 5 o clock i find out my bonus spin are cancelled they reward me my 60 dollars for the spin and they cancelled my 8 bonus spin which i said they couldve played it on their said and reward me the amount i made. I was them to compensate me base on my last spin. They went ahead and did what they did wihtout telling me about anything.transaction ID ************************************ GAME CHICKEN FOX

  Customer Answer

  Date: 04/13/2023

  [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:04/02/2023

  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.

  Draftkings has locked my account and asked me to provide proof of identity. I provided the picture of myself with my ID on 4/23/2023 and they said they ate till working on verifying my account internally. They are holding my $200 deposit and not allowing me to withdraw.

  Business Response

  Date: 04/21/2023

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

• Initial Complaint

  Date:04/02/2023

  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 March 23rd I received emails from DraftKings thanking me for uploading documentation to verify my id. I did not upload anything. I immediately contacted DraftKings to let them know that I did not and that I was concerned about somebody trying to access my account. I received several generic automated responses and then a response from someone named ****** that told me a specialized group was looking into my concern. Several days later I hadn't received any follow-up and reached back out to draftkings. It's now been 10 days and I still don't have any resolution, however, DraftKings has gone ahead and restricted my account so I can't access it any longer which has caused me to miss out on a weekly contest with friends and not able to place bets, which I planned to do for the final four and hockey this weekend. I was told on March 29th that I was in the call queue and should expect a call from somebody. I have not gotten a call yet. I've contacted DraftKings multiple times and continue to get the runaround. I want to know what was uploaded to my account and how it was uploaded when I didn't do it, and I want my account reinstated. I also expect to be compensated for my trouble.

  Customer Answer

  Date: 04/13/2023

  I have not heard from the business in response to my complaint. Ultimately I was able to reaffirm my identity and access my account but I've still not heard from anybody regarding what happened or how it happened, or why I was told I would get a call and never did. Coincidentally, I've learned that my son, who has the same name as me, was trying to access his account around the same time that this all happened, but without any semblance of customer support from **********************, I can't be certain that this was the cause of the initial problem or know what to do to avoid this happening in the future.

  Business Response

  Date: 04/14/2023

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

  Customer Answer

  Date: 04/18/2023

  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. 

  I still have not been called and NO EPLANATION about how this happened (or why) has been given and therefore I have no idea how to ensure it doesn't happen again? How hard is it to make a call? Also, I missed a week of PGA DFS which screws me for the season because of the lack of DK customer support.
  
  Regards,

  Matt

   

   

  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: 05/30/2023

  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. 

  "Resolving" an issue over 10 days after it began isn't really resolving it. Resolving it would have been getting me to the right people immediately, calling me when you said you were going to, which still never happened, and helping me figure out exactly what happened and why, which also still didn't really happen. So, understand that there's still a major issue with your customer service and your follow-through. The intent of me rejecting your response is, in my opinion, DraftKings needs to be held responsible for poor customer support when that is what is provided.

  
  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,

  Matt

   

   

• Initial Complaint

  Date:04/02/2023

  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.

  Draft King has put my account in restriction mood with the claim that someone with the same information already has an account. This was done at the end of December 2022. In restriction mood I cant fund my account, withdraw money, or place any bets; all I can do is login and log out. The same day I realized there was a restriction on my account I reached out to customer service via email (I havent been fortunate enough to find a number so I can actually call & talk to someone).When someone finally responded to my email I given a list of documents that I had to provide to confirm my identity ( one being a picture of me holding my ID next to my face). I submitted all of those documents and my account status is still the same as before.Since then theyve also locked my fiancs account for the same reason. I reached out to customer service to explain that we have a joint account which weve both used to fund our Draft King accounts; I explained that the account has both names on it ( I did that because I assumed that this was the reason for our locked accounts). Unfortunately, that was unsuccessful. The new customer service rep sent me the same copied & pasted response that I received from the representative beforehand. *** missed out on the opportunity to win a lot of money. At this point Im hoping to regain full access to my account and if the cant be done Draft Kings needs to release any funds in my account so I wont have to deal with anymore after this.

  Customer Answer

  Date: 04/13/2023

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

  Business Response

  Date: 05/08/2024

  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:03/31/2023

  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 am seeking resolution in regards to having my account suspended/restricted almost immediately after sending a sternly worded email back to a rep, without choice words might I add. Id at least like access to my account to withdraw my winnings, which is actually the reason I was in contact with them in the first place. While doing my best to provide all the necessary documents for verification, I continued getting emails asking for something else or stating information that was contrary to previous information shared regarding what documents were needed. Ultimately, it came down to a bank statement for both cards that had been used with the account. Those cards are PayPal Debit cards, PayPal can provide their version of a statement, but it does not have identifying information like your typical bank would. A PayPal customer rep provided an email to me to act as account verification, they specified that their statements do not have identifying information. I also uploaded a credit card statement that is current and has all requested information, although I know that isnt a card I have used with the account, I was just trying to give what I could. What it appears to have happened is I accidentally used my partners PayPal card number (with auto-fill, on iPhone). This resulted in her account being suspended as well, she also has tried to submit the necessary documents but to no avail (her username: ***********.) At this point, I need help in resolving this issue as they have not made contact - I want to withdraw my winnings, username: 6ixwayfame1. Thank you in Advance! This was an honest mistake.*attached are the bank statements and physical cards.

• Initial Complaint

  Date:03/31/2023

  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.

  There are a lot of parts to this story. Lets start with the fact that the customer service for ********************** is horrendous - and Im putting that nicely. It is **** near impossible to get a response - and they are copied and pasted. I had to write an aggressive email yelling and cursing to even get acknowledged. I filed a dispute for several duplicate transactions - I made deposit and was charged several times for the same one. Prior to the dispute being resolved, DraftKings took all of the money from my account totaling $115. I withdrew the dispute after being told by DraftKings that they would refund the charges and return my $115, which did not happen - but Im not surprised based on the other complaints Ive read. Fast forward - my account has been locked. My husbands account has been locked as well. My mother also was going to make an account but decided against it after being asked for a photo of herself holding her ID, which she was uncomfortable doing. She reached out to DraftKings and asked that her account be deleted - it is also important to know that she never opened the account - as soon as her photo was requested she decided to go with another casino.We have been tirelessly working with DraftKings trying to get our accounts reinstated - there are no open disputes and my husband and I have provided the photos theyve asked for. I keep getting a response saying they are waiting for the other parties to provide what they have requested - we have provided EVERYTHING.DraftKings - you are thieves. I dont even think I want my account reinstated - I want the $115 you took and did not return. You charged me dozens of times when you should not have, and then took money from my account. I withdrew the disputes under the premise that you would be refunding me for all of the charges - but again, after reading through these complaints this seems to be something that is done regularly. Its a shame that the only way for this company to stay in business is by STEALING from your customers.So sad.

  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:03/30/2023

  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 March 28 2023 I made a deposit of $215 to DraftKings to place a bet on my account which I have been using for about a month now with no problems at all. I placed a bet with the money and randomly DraftKings sent me a email saying my account has been restricted due to unusual activity. The bet also won so I have $315 that I cant withdraw or do anything on the account with. *** sent a picture of me with my ID and sent bank statements in PDF and they keep sending me the same email that the bank statements are not sufficient when it meets all the requirements they asked for. Its really frustrating how they can keep me from accessing my hard earned money I placed in the account when Ive done nothing wrong. Its not even about not being able to bet I just want access to my money. Idk what else to do at this point and Im tired of going through this and just want to be able to withdraw my money. The situation is getting nowhere at all and Im reaching out for help. My DraftKings account is HB_bettin. Thank You

  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.