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:03/17/2023

  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.

  Draftking online casino.I have recently encountered a problem in February with DraftKings casino. I descovered that my account was placed on restricions until i upload my identification, which i did. they question my payment methose wich uhe prepaid giftcard nd othe prepaid services. some of the cards they asked for a bankstatment, reciept as such. i have no regulare bank account to even procvide a statement. Eack email sent to me all started the same and also ended thw same no result. They are now refusing to return my cash winning until My identity is approved and uploaded. Ive done that twice.

  Customer Answer

  Date: 03/28/2023

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

  Business Response

  Date: 03/31/2023

  At this time the account has been closed and the account balance has been refunded. We consider this resolved at this time. 

• Initial Complaint

  Date:03/17/2023

  Type:Order 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 opened up a DraftKings account as did my wife. We both have our own cell phone number, email address, etc. DraftKings seems to think I am responsible for both accounts and my wife does not exist. They have restricted my account. They asked me to send them a picture of me holding my driver's license. I did. Then they asked me to send them a picture of me holding my passport. I did. Then they asked for proof of residence. I sent them that. Then they asked for a recent bank statement. I sent that. Since all this has been sent, DraftKings has refused to answer any of my emails asking for an update. They are holding $100 that I won as hostage and will not let me access the funds (or do anything). In addition, they continue to ******* me with daily emails with offers and services they won't even allow me to use since they restricted my account. My wife has also proved DraftKings with a picture of her holding her Mass ID, proof of residence and her bank statement. It is my understanding DraftKings is also ignoring her emails and has restricted her account while also holding funds she won hostage. She also continues to be bombarded by emails daily offering her services that are useless since they restricted her account. Their customer service has become non existent. I would like DraftKings to apologize and unrestrict my account and my wife (*****************************) and allow us to use our accounts as we are 2 different people not one person. This is especially frustrating since all the information DraftKings has requested has been supplied in a very timely manner.

  Business Response

  Date: 04/04/2023

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

  Customer Answer

  Date: 04/04/2023

  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
  
  Regards,

  **********

  I do not accept their response because my account never should have been restricted in the first place

  . Nothing was ever done wrong there was not even an apology issued because of them restricting my account I lost out on earning thousands of dollars in bets which would have been successful but because of their poor performance and restricting my account for a bogus reason I was not able to place bets. Their customer service is absolutely abysmal you get a different person every time you write to somebody and they're response can take up to 5 days the company is horrible

   

  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. 

  My account was restricted for no reason. I was unable to access my account/place bets for over a week resulting in over a thousand dollars due to being unable to place bets. I never received a formal apology or an explanation. The customer service ********************** has is useless. I will no longer use DraftKings and I would advise anyone to stay away from DraftKings as they will restrict players accounts for no reason and by doing so they will hold your money hostage as they did to me for over a week 
  
  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,

  **********

   

   

• Initial Complaint

  Date:03/17/2023

  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 sent me an email to reset my password to secure my account. I did this then they proceeded to lock me out of my account after I verified and followed their instructions to reset my password. Now I can not access my account at all and there's no customer service help. I have open bets and my money is trapped. I am extremely unhappy.

• Initial Complaint

  Date:03/16/2023

  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.

  The will not refund my money through any of their means. I have tried to get them on the phone but refuse to call me back. They also owe me over 400$ and have sent creditors after me as well saying I owe money. Completely insane they dont even respond anymore. Any help would be greatly appreciated it

  Business Response

  Date: 04/17/2023

  At this time the account balance has been refunded back to the player. If anything else is needed we will be happy to help. 

• Initial Complaint

  Date:03/16/2023

  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 feb.15 I was up in my room watching basketball an betting some games with draft king. I put my phone down an feel asleep. I went to log back in an they said I was locked out because of all the times I tried to long in . I was sleeping I wasnt trying to log in . So weds day I tried to log in they said they closed my account. I dont know why they did that because I didnt request it. I tried resolving this but its impossible to get in touch the have $187. Of my money this is sheer theft.

  Business Response

  Date: 04/17/2023

  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:03/16/2023

  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 made a withdrawal on their sportsbook app to the wrong bank account on 3/15/23. Realizing it later that day I emailed them asking them to cancel it as I could not have the money go into that account. They finally responded the next day at 6 am, then 9 am and then completely ignored me. After calling my bank I found that they couldnt see the withdrawal pending so there was still a chance to cancel it if DraftKings did it before it went into the account. After 5 or 6 attempts to contact them in and panicking due to fear that time was running out, they responded by locking me out of the app and restricting my profile. It is 3 pm on 3/16/23 and I am ************* in anxiety and they have just responded by telling me, they havent taken a look at my case yet.

  Customer Answer

  Date: 03/27/2023

  I have not heard from the business in response to my complaint. They ignored me until the withdrawal was completed and then apologized for being unable to stop it because it went through. 

  Business Response

  Date: 12/28/2023

  At this time the player has filed a chargeback dispute against DraftKings. Until the dispute is dropped we will be unable to reinstate the account, per our terms of use. 
  
  

• Initial Complaint

  Date:03/15/2023

  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 was suddenly locked out of my account March 5th, 2023 after winning a bet. I reached out to the provided link to ask why my account was locked and was asked to verify my identity. They provided me with a list of what they needed and I provided that information. I began going in circles with reply emails from them from a different employee every-time repeatedly telling me they need something I already provided. After I sent in the documents, they said my account was under review because of a statement I made regarding wanting access to my money. They said It was a player safe review. On March 12th, I received the email stating the following " Thank you kindly for providing your clarification for us to review. As you can see, we take Responsible Gaming very seriously, and we strive to ensure that all of our players are participating safely and responsibly. As previously mentioned, your statements concerned us as they indicated that you might not be using our site safely. This is why we wanted to reach out to you for your clarification. Now that you've provided your clarification, we better understand your current situation. After a thorough review, we've cleared you of our safer gaming review. Remember, you should play within your means and take regular breaks after a long session. We'll connect you with the Customer Experience Team to continue assisting with your inquiry"So I thought my account would be fine now and it still is not. I dont think its right or fair that I have to go though this especially when I did absolutely nothing wrong. I would like this matter to be resolved and handled and able to have access to my funds as well as using my DK account again.

  Customer Answer

  Date: 03/26/2023

  Draftkings is not giving me any information. They are continuing to ignore half my messages and every time they reach out they have something new they want me to do. Now they are telling me that they need other information from other people. My DraftKings account was mines and only mines. They are giving me the run around and not allowing me to have access to an account that has my money in it. 

• Initial Complaint

  Date:03/15/2023

  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 6, 2023. I won a big jackpot in the casino. I went to my account page shortly after winnings and withdrew my funds to my account that I had on file with DraftKings. However the next morning I received an email stating that my account had been restricted and in order to reinstate my account I would need to self certify with my drivers license and submit a pdf of my bank statement for the card on file. I logged into my account, I immediately uploaded the information request through the link provided. A few days later no response or update. I reach out and was told to repeat the same steps. Self certify with my drivers license and submit an pdf of my bank statement. Afterwards replied the the email, letting them know I uploaded all requested information Im onto the portal. Again day or so late no response or communication, I reached out through the help section and reply to the automated emails being sent to me. I receive another response finally stating I now needed to upload a self certify of my drivers license and the pdf to my Venmo account. Logged in and completed this immediately, afterwards replied to the email that the steps were completed The very next day Im asked to yet again submit a photo of myself holding my drivers license and the pdf to my Venmo account. Im frustrated at this point m, *** uploaded several times, self certified and I didnt take my time or lolly gag around. I dont like being sent on dummy mission or wild goose chases. Im just asking for my account to reinstated and that I would be allowed to withdraw my winnings. I complied in every way. User Name: PushHarder

  Customer Answer

  Date: 03/26/2023

  I have not heard from the business in response to my complaint.  Ive sent over 30 emails asking for assistance to resolve the issue. But my pleas and attempts have been ignored.  I am only asking for a reinstatement of my account as I have uploaded the requested documents numerous times.  I can not even get a proper response from the company regarding my account. 

  Business Response

  Date: 03/31/2023

  We appreciate this player reaching out. This player has been able to withdraw at this time. If anything else is needed we will be happy to help. 

• Initial Complaint

  Date:03/15/2023

  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 went to the pacers vs ******* game on 2/23/23 and place a $10 bet and ended up winning $810 Ive spent the time since than talking to several agents about resolving the issue. I havent heard from anyone in almost 2 weeks Ive uploaded all requested documents. I cant even bet the money on my account and its going on a month I just feel like I should have heard something or had my account back.

  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:03/15/2023

  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.

  Good morning,My DraftKings account have been active for over two years, with the same name, address, information, and cards where I deposit my money. (All pertaining to Tybias *****, which is ME) In early December I dont know what occurred or happened but they restricted my account without warning or telling me why it was restricted! I contacted DraftKings LITERALLY MULTIPLE times for MULTIPLE MONTHS! They asked me to send in myself holding my License to verify, I complied and sent it over! Then they said I couldnt use it because it expired, so I sent my ID in! They said they need additional information and asked to see my bank statements! I complied and send it to them! It took months for them to reply. I asked them to just let me retrieve my money back from the site which was MINES and they denied me to access it! I never broke any terms or agreements so Im wondering how can they take my money and just hold it and postpone me every time I wrote. I asked for a call back too many times along with me asking to speak to some one higher up in charge. I was ignored several times! Its now mid-march and Im still having complications and problems with them! I live and lives in ******** my whole life. Not once did I give them an ******* resident or ID. Now they are saying Im blocked from their geolocation and can only bet in ******* and not in ******** where both states are legal to bet in! They are now asking for the same information that I have sent to them MULTIPLE TIMES! They have been giving me problems since December and its March! Thats terrible business for a two year customer! I have asked to be compensated for the mistake they ignore me every time. I asked to get called they ignore me every time. Someone I know personally have a personal rep who he can talk to everyday and they fix all his problems as soon as he tells them about it. My problem occurred in December and its March! Still nothing has happened! I dont know what else to do and plan to ****