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:03/21/2023

  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 made disipute for some unauthorized and its take long time and the end they didn't resolve the problem and they say to call you to help me to fix this problem

  Business Response

  Date: 03/31/2023

  We appreciate this player reaching out. At this time request the player follows up with their open support ticket regarding repayment of the disputed charges. If anything else is needed we will be happy to help. 

• Initial Complaint

  Date:03/21/2023

  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.

  DraftKings has locked me out of my for no reason. Initially they claimed that there was a duplicate account that used the same information as mine. However, since then *** sent in multiple forms of identification to prove my ***************** later my account is still restricted.Ive attempted to contact customer service several times only to be told there was nothing that could be done. As a paying customer Im extremely disappointed with the way Im being treated.

  Customer Answer

  Date: 04/02/2023

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

• Initial Complaint

  Date:03/21/2023

  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 had fraudulent activity. Funds were fraudulently withdrawn from my bank account on January 12 and January 13 by DraftKings. These funds were not deposited into my DraftKings account. My bank did an investigation and determined that the funds were fraudulently withdrawn and my bank account was credited for the fraudulent activity. DraftKings locked my account and is stating that I owe them the fraudulent funds. I provided bank information and proof to DraftKings that the funds withdrawn from my account were not withdrawn by me and were not deposited into my DraftKings account. I have funds in my DraftKings account and ********************** is refusing to unlock my account so that I can access these funds. Since January, 2023 DraftKings is stating that I need to repay the funds that were frauduently withdrawn from my account before they unlock my account to withdraw my funds. I have been getting emails from different people at DraftKings and they are stating that they realize how frustrating this is and that customer service is their number one concern but they are not resolving my issue. They send emails with incorrect information and the most recent email stating I need to repay the funds by uploading a photo of my id next to my face so they can confirm my account. I want ********************** to unlock my account so that I can withdraw my funds and never do business with them again.

  Customer Answer

  Date: 04/02/2023

  I have not heard from the business in response to my complaint. They have not tried to reach out to me or call , they are simply ignoring me . Its beyond me how they can have such a unprofessional support team 

  Business Response

  Date: 05/06/2024

  At this time we have communicated what is required for this player to reinstate their account. We request the player follow up directly with their support ticket at this time.
  
  

• Initial Complaint

  Date:03/21/2023

  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.

  I have had a Draftkings SportsBook and Casino account for a while now. On 3/16/2023 I placed a bet on something and won like $50 so I attempted to withdraw to my debit card for my ********* checking account which they have on file for my account. The withdraw was approved and then all the sudden it was cancelled. I then tried again and the same outcome instead this time they put a restriction on my account. I contacted them and they wanted proof of my identity. I sent them a selfie of me holding my driver's license, a recent utility **** in my name with my address, and a copy of my bank statement for my varo bank account. They said they could not accept my bank statement because it doesn't have the numbers to my debit card on the statement. That is an electronic bank statement from my bank. They refused to accept it. I got on live chat with ********* and told the lady my issue that I needed a bank statement showing the number to my debit card. She told me that they don't put the debit card numbers on a bank statement and they had no document they could send showing my debit card number. I emailed a copy of this chat to Draftkings SportsBook Casino. I was very irritated and took a picture of my debit card showing my full name card number and it says right on it ********* as proof. They then said they would send that off to some other department. Through all of this I asked several times why they put the restriction on my account in the first place and my question was never answered. I did nothing to violate there policy. Today my account is still restricted and now I'm not even getting a response back from them on what is going on. I have been treated completely unfair and they have exhibited very poor customer service.

• Initial Complaint

  Date:03/20/2023

  Type:Billing 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've had a draftings (fantasy) account for well over a year now, and in order to open an account you have to provide proof of Id. I deposited money into my sportsbook section when it came live in Massachusetts on March 10th. I've only being doing small bets and winning small amounts until March 16th, I placed $10 bet and won $6,566.63 and a $1 bet and won $1,314.32. Winnings were pardon March 18th. As soon as these bets won, my account was immediately locked and funds frozen because it "triggered a taxable event that meets the Massachusetts Gaming commission's threshold for offset verification" which is understandable. However, they already took out the 24% and withheld it for end of year tax purposes. They sent me an email asking for proof of ID, even though it was needed for opening the account in the first place. I sent them a copy of my Massachusetts driving license and filled out a w9 form online. I have emails back and fourth and they accepted the Id and w9 I provided. They didn't verify my account afterwards and I haven't heard anything back from the company since then. There's no way of getting through to the company through a telephone line. My current balance in my account now is at $6,640.96. I would like be able to withdraw this money. My DraftKings username is Frank10103.

  Business Response

  Date: 04/07/2023

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

  Customer Answer

  Date: 04/10/2023

  [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:03/20/2023

  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 recently signed up and opened an account with Draft kings. They had a promotion going on for new customers deposit and bet 5 dollars on any NCAA college basketball game during the March madness tournament of 2023 and receive $200 in bonus bets. I deposited and her the $5 my bet settled I was accredited $200 in bonus bets of 8 $25 increments. I then later placed a bet with the playable balance and I won two out of the 8 bets placed which totaled a payout of $900. I then tried to withdraw my winnings only to encounter account restricted please contact customer care. Ive reached out to customer care numerous times through email and even left a voicemail. I have yet to receive any response or call back after requesting a call back. My account was restricted on March 16, 2023 it is now March 20, 2023. I would like to have this issue resolved so that I may be able to retrieve my winnings that I won fair and square. The total balance on my DraftKings account that I rightfully won come out to a total of $910.53. My username on DraftKings is skeetb0811.

  Business Response

  Date: 04/07/2023

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

• Initial Complaint

  Date:03/19/2023

  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.

  My account is restricted from withdrawal

  Business Response

  Date: 04/07/2023

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

• Initial Complaint

  Date:03/19/2023

  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 spent 75 dollars one bet was 50 and one was 25 to win a total of 180 dollars. They were both parlays and one of the games was in both parlays. The score ended 2-1 it was ****** Valley Fc vs Melbourne City NPL an ********** soccer match. I bet Under 3.5 goals and under 4.4 goals so both bets hit. Its been almost 48 hours and they havent paid me my 180 dollars that they owe me. They keep saying there was an issue and their internal team is looking into it. At this point I dont believe it and I just want my 180 dollars that Im owed. I uploaded Pictures of the final score to the game and pictures of my bets I made On DraftKings.

  Business Response

  Date: 04/04/2023

  We appreciate the 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. 

• Initial Complaint

  Date:03/19/2023

  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 had my account restricted for eight days and i can not access it. Draft Kings told me that my account was suspected of fraud. I verified my account by sending them my identification cards and bank statements and my account is still locked. I have 100 dollars in the account that I can not access. I suspect racism from Draft Kings because I am ************** and I am a Muslim. They refuse to unlock my account due to my ethnic background. i have sent them all of the required documents.

  Business Response

  Date: 04/04/2023

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

• Initial Complaint

  Date:03/18/2023

  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 Sunday March 12th 2023 I deposited 95 dollars into my draftkings account in the early afternoon, not 2 minutes after making this deposit Draftkings restricted my account saying that there was another player with the same information. So basically saying I have multiple accounts,( to which I surely do not I've only ever have had one account with them,) I send over said documents as they had asked me to in an email. I then play this back and forth cat and mouse game for 2 days, with them saying them same things in each email as well as a different person everytime. Then they ignore me for 3 straight days with me repeatedly sending multiple emails asking them what exactly was going on because it doesn't take that long to review someone's account. They finally get back with me stating thst there were 3 other accounts associated with mine. And I then explained to them that there was no way that those said accounts were associated with mine except for my wife's, which happened to be a ****** issue when sending emails to them using my email it for some reason the name defaulted back to my wife's name so it appeared like she was the one emailing from my email account, when it was me all along, I contacted ****** and explained what was happening and was able to permanently change the name back to my own and I had explained this to draftkings. When they finally got back ahold of me there new excuse as to why my account was restricted was because of previous comments made in a past email. When I asked what they meant by that they came back with an email I had sent saying that it had been over 18 hours since I last heard anything from them and was wondering what was going on with my account because I had money in there that I wanted to access. Its been a week now and I'm still locked out of my account with multiple emails sent asking for my funds to be withdrawn to my debit card as to which has been a failure. I want access to my funds and I want it now.

  Customer Answer

  Date: 03/29/2023

  I have not heard from the business in response to my complaint. My account is still restricted and I am unable to access my money of 185 on my account. They refuse to allow me to withdrawl. They keep emailing me saying the same exact things without attempting to listen or resolve this issue. I want access long enough to withdrawl my money from the account. Its been over 2 weeks now with no resolution.