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:03/25/2023

  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 placed a bet on draft kings sportsbook app. I place a $20 BET WITH A POTENTIAL PAYOUT OF OVER $500. the bet was exactly this: "a fighter to win the fight between 4:00 of the 5th round and the end of the fight". This is regarding the *************** vs ***************** UFC fight a couple weeks ago. A fighter did in fact win "at the end of the fight." They are telling me I now lost that bet because there was not a finish in the fight within the final 4 minutes. If that was the case, the bet should have stated "a fighter to win between 4:00 and 4:59 of the 5th round." I placed the bet because I knew there would be a winner at the end of the 5th round. which there was. They are denying my payout and trying to instead give me $20 credits and free bets. I do not want free bets. I won this bet and would simply like my payout of the $500. Next time they list this bet, they will need to word it differently. "A fighter to win between 4:00 and 4:59 of the 5th". Unfortunately they did not do that, and the bet i placed stated a fighter would win "at the end of the fight / 5th round". I would simply like your help getting my winnings issued to me. Thank you for the assistance. Photo of the bet attached.

  Business Response

  Date: 03/31/2023

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

  Customer Answer

  Date: 04/01/2023

  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
  
  they said they have resolved the issue but they have not. I want my winnings issued to my account. They have done nothing. 
  Regards,

  *******

   

   

  Business Response

  Date: 04/23/2023

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

• Initial Complaint

  Date:03/24/2023

  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.

  On march 19 I deposited 30 dollars into my DraftKings account using my sisters cashapp card the same day DraftKings restricted my account taking my $30 and the money I won. I contacted support and they told me to upload a self centered ID and my sisters bank statement in which I did. They still refuse to unlock my account and took my money. I want them to unrestricted my account or atleast let me withdraw my money.

  Business Response

  Date: 03/31/2023

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

  Customer Answer

  Date: 04/02/2023

  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. 

  My username is modabor [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,

  Fanta

   

   

• Initial Complaint

  Date:03/24/2023

  Type:Customer Service 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.

  It's over a month now that Draftkings has had my account locked with $20 in it. My username is glizyyyb. I am assuming at the beginning of February, Draftkings restricted my account because of unusual activity. They asked me to verify myself and I have done that and more. About two weeks after that I heard nothing and they've just stopped replying. I have $21.04 on my account and I don't even have access to withdraw it. No one is giving me any direct answers. I have sent email after email. I don't even have an idea of what exactly the unauthorized activity was. I am very disappointed with Draftkings customer service and I really want a resolution to my issue. Now that it's been a month or more, I keep getting an email stating they sent it to their "internal team" and they have no update. To me this is an unreasonable amount of time to be waiting for anything to be reviewed. I need answers. I have even asked could I just be given access to withdraw my funds andI was never offered an explanation. Please Advise.

  Business Response

  Date: 03/31/2023

  We appreciate this player reaching out to us. We are unable to locate an account with username glizyyyb. If they can please provide us with the email address associated with their account we will be happy to help. 

  Customer Answer

  Date: 03/31/2023

  [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:03/23/2023

  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 DraftKings Sportbooks account was recently restricted on Saturday, March 18, 2023. I had recently won a contest and I am assuming that was why account verification was needed. I have sent all documentation that was requested by Sunday night (picture holding ID, utility bill as proof of residence in the address provided to DraftKings, statements for three bank accounts I attempted deposits and failed), except a statement that includes my debit card card number. I successfully deposited with my debit card, which is linked to my checking account ***** of America), and dont have a statement what would list that cards number. I have sent images of the card itself and a PDF showing the transaction on my checking account. I have not been contact since providing all of these documents (approximately three business days) despite following up to previous emails that had the request. Could the BBB please help to get a response from DraftKings if enough information was given and if the restrictions can be lifted from my account? Thanks!

  Customer Answer

  Date: 04/03/2023

  The business has not resolved my complaint, therefore, I am defaulting to choosing the next step option of I have not heard from the business. The business has contacted on one day, 03/26/2023, after the complaint was filed. After requesting additional documents that show my debit card number of a statement, I point them to previously uploaded documents showing the trans on my account and the business verified the documents I provided had the information they were looking for. As of today, 04/03/2023, I have not heard from the business.

  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:03/22/2023

  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 opened my account on draft kings when sports betting became legal in MA. I won some bets and attempted to cashout my 150$ balance. My account was then "restricted" meaning you cannot access your account balance, place bets, deposit, or withdraw. Support emailed me requesting:1. a pic of my ID 2.a pic of me holding my ID 3. bank statements I sent in all the requested documents over 2 weeks ago, yet my account is still restricted. I cannot get an update from support, so they are essentially holding my money hostage. My username on there is: Phildough420

  Business Response

  Date: 03/31/2023

  This account has been closed and the remaining balance has been refunded back to the player at this time. If anything else is needed we will be happy to help. 

  Customer Answer

  Date: 04/03/2023

  [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:03/22/2023

  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.

  They have restricted my account. I have sent everything to remove the restriction. I have sent my id, utility bill and bank statements and they keep asking the bank statements for my debit card that was linked to my drafts account but that debit card is also part of my bank account. I have over $100 in rewards and are about to expire since they have restricted my account and I have sent everything to get it unrestricted and they are delaying it

  Business Response

  Date: 03/31/2023

  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:03/22/2023

  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 havebeen trying to getinto my account for 6 months and they keep saying my account is under review I requested a callbackand never got a call back. They keep making me upload my ID. and saying problem is solved but my account is still restricted. I just want to beable to use account and get my money on 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:03/22/2023

  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.

  On March 21, 2023 I logged into my account to place a wager using the Draft kings platform. I had not used the account in nearly 6 months, and noticed the account balance was low. I attempted to transfer funds to the account using my debit card. Upon first entry of the card information, I mistakenly entered the security code incorrectly. The second entry was correctly entered, but I was informed there was a restriction on the account. I used the remaining balance to place a few ******. Afterward, I reached out to support to try and resolve the issue with my account. There were no phone numbers listed, or live agents provided. **************** is nonexistent, that it is essentially all via email. I was informed by email that the account had been restricted due to "multiple deposit failures", which prohibited me from withdrawing/depositing funds. In order for the restriction to be lifted, I would have to submit photo identification, a banking statement, and a statement for the card used. At this point, I had been corresponding with multiple agents. The problem in complying with the requested information, was that my debit card was linked to my checking, so there was no secondary statement available. I provided a summary statement of my checking account that listed my card information which had been requested. I also provided a copy of my driver's license. Having provided all the necessary documents, I was then informed the banking documents were not acceptable because they weren't two separate statements. After hours of getting nowhere, it seemed as if this were all somehow designed to be obstructive at the expense of the consumer who is no longer able to gain access to their funds. My final request was for a supervisor to contact me that I might be able to close the account, and receive whatever funds are rightfully mine.

  Business Response

  Date: 03/31/2023

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

• Initial Complaint

  Date:03/21/2023

  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 have sent Draftkings 10+ emails to customer service and they just keep doing nothing about my concern so I'm left with no choice in how to solve.As it relates to a Fantasy Formula1 race (************ ******) DraftKings incorrectly graded ******** ****** finishing 4th in the Formula 1 race during the weekend. Initially he placed 3rd and even lifted the 3rd place trophy. FIA bumped him to 4th place via a penalty shortly after he lifted the 3rd place trophy. Draftkings quickly paid out the winners as if ****** finished 4th. Shortly after, within 2 hours, the penalty was reversed and ****** finished 3rd after all. At the end, Draftkings incorrectly graded the contest resulting in a difference of $1K for my lineups. Their excuse was that their stats partner made the incorrect grading final. Draftkings holds the ultimate responsibility to grading the contest correctly. This was within 2 hours after the completion of the race and it wasn't some minor stat correction. This was about someone finishing in the top 3 ********** is extremely unfair that I did not do anything wrong and somehow I'm losing money because Draftkings won't own up to the error and do right by me. I'm not asking for anything I didn't earn. I'm even willing to receive the compensation in site credit. I also hope that they change their protocols and not grade the contest immediately. I'm a loyal customer and just looking to be treated appropriately. I simply have no other recourse in how to solve this.

  Business Response

  Date: 03/31/2023

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

  Customer Answer

  Date: 04/12/2023

  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. 

  [Draftkings provided no information on how they resolved the dispute. They have not resolved the dispute with me in any way. Their response is unacceptably vague and in no way does it represent a resolution]
  
  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,

  Mariel

   

   

  Business Response

  Date: 10/29/2023

  In reviewing this complaint it is confirmed this was settled properly in accordance with our rules and we consider the matter resolved. If anything further is needed we will be happy to help. 

• Initial Complaint

  Date:03/21/2023

  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.

  Draftkings asked me to open an account, deposit money into that account several times without an issue, once I won for $2,800 they suddenly suspended my account for identity reasons and said I have more than 1 account, which I don't believe I do. They asked for my ID, and bank statements for both of my debit cards over a week ago and I sent all info. I have emailed them multiple times to find out why they haven't released my funds with no reply. Requested a call, no reply... it's been week over a week. If there was an identity issue then why was I asked to deposit funds and play? There were no issues until I won. I would like them to understand suspended my account and release my funds immediately. This is fraud and thievery!