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:03/07/2023

  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,
  
  ***************************

• Initial Complaint

  Date:03/05/2023

  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 kings emails me promotional beta and i am unable to claim them they credited me once for a promotion i was unable to claim to no fault of my own the same thing happends they emailed 2 promotions and i was lied too and treated rudely due to a twchnical error that would not allow me to claim the promotion i have been written off *** was a great customer until this happend i was sent emails and would like the deals i was sent

  Business Response

  Date: 03/08/2023

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

  Customer Answer

  Date: 03/08/2023

   

  They did not credit my account like they stated they the did nor have they respinded to any emails there response is untrue they have taken no steps to resolve

   

  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,

  *******

   

   

  Business Response

  Date: 04/02/2023

  At this time we have offered a makegood for the player's experience as they were unable to receive the promotion. If anything else is needed we will be happy to help. 

• Initial Complaint

  Date:03/05/2023

  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.

  In April 2022, after logging into my DraftKings account, I received a notification that restrictions has been placed on my account. I contacted customer support and was told all I had to do was change my password and upload a picture of me holding up my drivers license. After doing that, my account was still restricted. There is no number to call and it seems the only form of communication is e-mail. Responses take hours or days and you never talk with the same representative, which means you constantly repeat yourself. Finally, an agent told me that the real issue was something called a "chargeback" / pending disputed transaction on my account. I had no knowledge of this. I never disputed any transaction or charge. After additional months of back and forth, another agent explained to me that it was a PayPal dispute and if I could provide documentation from PayPal showing that the disputed charges were either not disputed or dropped, that would be sufficient. I was able to contact PayPal and get documentation showing that these transaction disputes were not pursued. They are the exact transaction amounts provided to me by DraftKings agents. I uploaded this documentation and was told it was STILL not sufficient. Yet I receive "welcome back" e-mails all the time... At this point, this seems like an issue between DraftKings and PayPal and it feels like DraftKings is holding my account hostage. I have cooperated with everything DraftKings has asked me to do. I have uploaded personal information, most notably the picture of myself with my full drivers license, which makes me nervous to have this info floating around. I have lost dozens of free contest tickets as they have expired, missed out on playing in contests for the entire football season, and have no ability to utilize my account 'DraftKings Dollar' balance due to these restrictions. As a long time customer, I would like to continue using their service, but what kind of treatment is this?

  Customer Answer

  Date: 03/16/2023

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

  They do not seem willing to own up to what they are doing 

• Initial Complaint

  Date:03/05/2023

  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.

  Draftkings offers a No Sweat Bet where you receive a bonus bet if you lose. I opt in and place the bets but never receive the bonus when I lose. I have contacted them in past and they have credited my account but I shouldn't have to do this every time. If they can't refund people they should not run specials like that. I placed a bet yesterday and once again didn't receive the bonus. I will include screenshots of the time I opted in and the time the bet was placed. I would not have made the bet if they didn't offer a refund if you lose.

  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:03/04/2023

  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.

  Promotion called Hands Race was played between 2/21/2023 and 2/23/2023. I played more than 500 hands combined of $3 per slot, $5 per roulette. My tracker for the promotion had me over 500 hands played in the 2 day window. The tier for 500 hands was tier 3 which received $50 casino credits. I was paid $15 casino credits which was for tier 2 of 250 hands played. I have reached out to their support team via draftkings app and through their ******* support page. I have been told they were looking in to it and on 3/3/23 I was told the ticket closed and offered no reasoning or resolution.

  Customer Answer

  Date: 03/15/2023

  [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:03/04/2023

  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.

  Betting service. Account got locked out and they refuse to call back. Say I need to send a picture of myself holding my license to get access to account. I do not want to send this information via email and would just like to discuss via phone. They have refused to call back.

  Business Response

  Date: 03/08/2023

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

  Customer Answer

  Date: 03/09/2023

  [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:03/04/2023

  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.

  They place a Restriction on my account For no apparent reason.I followed all verification requirements they requested 1. Proof of residency 2 Bank statement 3. Valid State Id with my live picture of my self .4.Utility bill Ive forwarded theses documents over 8 times .They will not respond with a real response only a automated correspondence that keeps circling to the same request of information that I keep forwarding to them.This has been and on going situation for over 2 weeks Ive requested correspondence for a live phone call which is and option that they provide in there help support option yet to have received a call .There process for there so called support help is very un user friendly. They have my funds tied up and I would like some help on getting this resolved.

  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:03/03/2023

  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 was legally gambling (PA) and checked my transaction sheet. I reviewed and came up with a total of $352.50 in shortfall from my bets on 2/26/23:$90 - 2/26 8:59p - Balance starts at $100, placed a $100 bet including two $5 side bets that lost, pushed 20 with dealer and didn't receive my $90 back, ended with zero balance.$75 - 2/26 9:22p - Balance starts at $200, $25 bet, double down 21 beat dealer, ended with $175 balance.$75 - 2/26 9:23p - Balance starts at $175, $25 bet, double down 21 beat dealer, ended with $150 balance.$50 - 2/26 9:26p - Balance starts at $75, $25 bet, I have 13 and hit a 5, 18 stand, dealer busts with a 25. Beat dealer, ended with $50 balance.$25 - 2/26 9:45p - Balance starts at $200, $25 bet, had a 20 with a dealer 17. Beat dealer, ended with $175 balance.$37.50 - 2/26 9:47p - Balance starts at $175, $25 bet, had a BJ 21. Beat dealer with AH QH BJ, ended with $150 balance.Since then, I still haven't been reimbursed, and my account became restricted without explanation. So Draft Kings owes me over $4000 (the erroneous bets plus my current balance that I can't access because my account is frozen). They've asked me to provide ID, numerous bank statements, all information I wouldn't have joined the app had I known, and I did - but still no resolution or explanation. I feel that I've been extorted for CPI which all stemmed from an error from their app.

  Business Response

  Date: 03/08/2023

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