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:03/10/2023

  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.

• Initial Complaint

  Date:03/09/2023

  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 won a bet and my draft king account has $346.91 currently. I placed a withdraw for the full amount March 8. 2023. They cancelled my request and locked my account. At first they said it was due to inactivity. Even though I made bets and deposits the previous day March 7th 2023. Then they asked me to provide bank statements. I've provided 3 statements that I have used with their service. They asked for ************* statements for two different accounts. Pay withmy bank is a 3rd party provider that draft kings uses. I've provided all documents necessary and provded a copy of my I'd next to my face as well. I am requesting unlocking of my account and release of my funds for withdraw. Furthermore I would like all documents and ID having my bank information removed from their system since they have already been hacked and money stolen previously. They let me withdraw my money two days ago but not know. Draftkings user name ******** email ***************************

• Initial Complaint

  Date:03/09/2023

  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.

  DraftKings permanently restricted my account, and refuse to give me an explanation. They continue to give me the runaround and not telling me what policy I violated. They just tell me vaguely that I have violated their terms of service (which I know I have not) that is why they cannot explain exactly what I did wrong. But that is besides the point. I had a balance of $80 that they are refusing to give me. These are earned winnings that were not in any current contest. It was just sitting in my balance. I have continued to ask them to give me my funds, but they keep giving me the same copy and pasted auto message. If a resolution is not reached here. I will be filing a complaint with the gaming commission. My Username is: ROADRUNNINVET

  Business Response

  Date: 12/28/2023

  At this time we will not be reinstating this players account and we have communicated as such. If anything else is needed we will be happy to help. 
  
  

  Customer Answer

  Date: 12/28/2023

  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 contained a running active balance.I do not want my account reinstated. I want my balance.]
  
  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:03/07/2023

  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 made a $16 bet they took out **** I tried to contact the business they would not help me. When I deposited money into my account they restricted my account and will not help me withdraw my money.

  Business Response

  Date: 04/21/2023

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

• Initial Complaint

  Date:03/07/2023

  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.

  I deposited $25 onto the app and setup an account. Unfortunately, I mistyped my email address as ************************ instead of ************************* Then, about a month later, I accidently locked myself out of the account (forget my required 10 digit password). To unlock, it was sending an email, but the address was incorrect (and never verified by DraftKings at setup). So I could not unlock my account. I contacted support, and was given a link and told to upload my photo ID. However, I had to login to do so, so I created a new account with the correct email ************************* I was able to access my account (via help from support), but now they locked my account with $211.59 in it. they claim I opened a second account against their policy. I cannot withdraw or remove the funds, and they will not respond via customer support. Also, they have no phone number listed anywhere, and refuse to return calls. I was not trying to scam them. If anything, they should require a verified email before accepting money, I believe they are intentionally ignoring my requests for help via their online support, and I am not sure why a Corporation will not list a Customer Help number anywhere? If I have to take the loss for $211, I will not be happy!

  Business Response

  Date: 09/13/2023

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

  Customer Answer

  Date: 09/14/2023

  [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:03/07/2023

  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 3/4/2023 I deposited $100 into my DraftKings account under a 100% deposit match promo. I played through this amount and my funds should have been released to me. My account eventually allowed me to withdraw $410, although my account had significantly more in it. The way I manage my gambling hobby is to withdraw funds when I am up any significant amount. I went on a really good run and at one point had $38,000 in my account on Draftkings. Obviously at this point I wanted to withdraw a large sum of money. However my account was locked and would not let me withdraw any funds what so ever. Under the false pretense that this money was still tied up in the "bonus category" (need to ****** enough $$ to hit a certain threshold and have your funds become withdraw able, this is also under a time restriction) I continued to play with the funds. I would ****** $500-$1,000 and check to see if the money had become available. At no point did my money become available to me. I have multiple screenshots showing proof of all of this. At this point, I sent Draftkings an email stating my complaint. Their response was that it was a mistake on their behalf and they had my funds locked (meaning I couldn't take $$$ out like I do EVERY other time I'm up). So the first time this ever happens to me is when I'm up tens of thousands of dollars and they will not refund or credit ANY of the money that I lost due to their app not functioning properly. If the app functioned in the manner it should've and if Draft kings didn't make a mistake in not "unlocking my funds, I would have at least $25-30K additional in my bank account right now. I feel this was done on purpose to make me believe I had to continue gambling the funds until they became real money. Debating on what my actions need to be from here.......Document uploaded shows an account balance in bottom left hand corner of over $29,000. The inability to tip a dealer shows that the funds were still somehow locked and considered bonus.

  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:03/07/2023

  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 am a draft kings member..I placed 3 bets on 3/6/23 using my free bets of $25 each.. I having been trying to login to my account since placing the bets..I always login with Face ID..Ince it scans my face its asking me for a authentication code to be sent to my phone..the auth code never comes to my device..Ive tried everything and now that I need to reach out to them they have no contact info. The phone number listed is an incorrect phone number!! I want to now close my account and with my credit card info within their app and I cant reach anyone!! This is ridiculous I knew I should have just stuck to Fan Duel!!!

  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:03/07/2023

  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.

  Started an account with DraftKings about a month ago. I put $350 from my bank into the account. On 3/6 I was froze out of my account after mistakenly enter the wrong password (one time). I contacted customer support and they replied that they couldnt find an account with my email address (which may be true-I might have misspelled the address). I provided with all of the information to verify me and fix the problem (username, phone number, address, etc.) but they wont get back to me.

  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:03/07/2023

  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.

  I was given a DraftKings casino deposit bonus, and opted in. I was given a $1,000 match. The rules state that you must play through the deposit bonus 15x and you have 7 days from the deposit time. Once you have the bonus funds in your account, you cannot play with your own money - no matter what casino game you bet on the funds will always come from the bonus. So in theory, I would have to play through $15,000 dollars to have access to my $1,000 deposit bonus.However, here's the catch. The play through amount is not always a 1:1 based on your ******. There's a breakdown how much you are "contributing" to your play through.Most Slots, Rocket, Keno, Virtual Sports: 100%Blackjack, Other Table *************** Slots*: 20%Live Dealer Games, Video Poker, Baccarat, and Roulette: **************** Variety Games: 0%Examples:- $100 in settled ****** on Slots, 100% ($100) contributes towards rollover requirements. - $100 in settled ****** on Blackjack, 20% ($20) contributes towards rollover requirements.- $100 in settled ****** on Baccarat, 10% ($10) contributes towards rollover requirements. - $100 in settled ****** on Craps, 0% ($0) contributes towards rollover requirements. So as someone who mainly plays Live Dealer Blackjack, instead of having to play through the $15,000 (15x deposit bonus match) I now have to play through $150,000 (a whopping 150x), because of the 10% rate you get from playing Live Dealer games.What makes it even worse is that I didn't realize that I couldn't use my own money while this bonus was active on my account. So last night I deposited $200 and won a fair amount, but when I went to withdrawal my money all of my winnings were tied up with the bonus, and I am only a mere 6% into my play through. So come March 11th, I'll lose all $1,000 of my casino deposit bonus AND the $1300 I won last night. All I can withdrawal is my original $200 deposit.I don't even care about the deposit bonus, I just want my winnings from my $200.

• Initial Complaint

  Date:03/05/2023

  Type:Sales and Advertising 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.

  Recently had my account restricted (you cannot do anything on the site, you have no access to your funds in your Draftkings account) because I voiced my displeasure with the inability of the company to post the proper contests. I merely used a few curse words that apparently hurt somebody's feelings over at their company. I violated no terms, I simply suggested that the company might be interested in hiring people who are qualified and capable of performing the tasks that their job entails. Additionally, this has been an issue in the past with this company and them posting the wrong contests for this particular sport. As a result of my complaint, my account is now under review for "responsible gaming" and is restricted. Seems pretty criminal if you ask me.

  Business Response

  Date: 03/08/2023

  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: 03/08/2023

  [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. This has been handled by their support team and a withdrawal process has been started for my account. 
  
  Regards,
  
  ***************************