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:03/01/2023

  Type:Sales and Advertising 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 February 12, I placed a $5 bet on DraftKings to get $200 in free bets, which is their advertisement. I received my $200 in free bets and used part of them that same day. The next day, after winning approx $293, I requested a withdrawal of my winnings. Since then, DraftKings has restricted my account and had me going in circles with their customer support to verify my identity and residence. I uploaded my SCID as they requested and made sure that all information on my DL was visible before uploading. They then asked for proof of residence. I uploaded a bank statement with my account number marked out. They then said they had to verify my paypal account because I had tried to withdraw to a paypal account that I had not used for DraftKings (which is false because I used the paypal account to place the initial $5 bet). Then, they said I needed to send a new bank statement without the redactions. I complied and uploaded the bank statement without my account number marked out. Each response I get from them says that something else is illegible. The last response I received stated that my DL doesn't match the address on my account and I need to submit proof of residency. I checked the address on my account. It matches my DL, which also matches the proof of residency I have ALREADY uploaded. I feel like I'm jumping through hoops and going in circles with them with NO resolution. And I have yet to be able to withdraw the money I won on February 12th.

  Business Response

  Date: 03/08/2023

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

• Initial Complaint

  Date:02/28/2023

  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.

  Ive been a regular player on Draftkings from the very first day that they first launched. Ive gambled over $50,000 on their service. I am a former CT pari-mutuel. In the very beginning before they passed laws and regulations it was a proven fact that some of Draftking employees used insider information to cheat players like myself out of contest winnings. I never complained despite the fact i have no idea how much money that I was cheated out of. My complaint now is that my account has been suspended for $154 of chargebacks during the pandemic. I can no longer log into my account since ive been locked out and I also have a new phone number. Ive emailed them on numerous occasions to please call me to rectify my account status. As a great player who has spent alot of money on this service I feel that they would have the decency to call me considering that theres no phone number for customer service which is mind boggling.

• Initial Complaint

  Date:02/28/2023

  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 enrolled to bet on DraftKings. I was advised of an offer to add $5 and I would receive $200.00 in bonus bets . In placing the bets, I won. It was for the Super Bowl in February. I then requested a withdrawal in the amount of $182.13. I was told 3 business days and the amount will be deposited in my bank account. I was not concerned as DraftKings had my banking based on when I added the $5 to get the fee bets. As of today, I still do not have my winnings. I have several emails between myself and DraftKings and at this point I think it was a fraud. I keep getting the same messages and there is no number to call them. I can present my documents and my emails. I have been told to call my bank and my has already been told that there has never been a deposit from them.

  Business Response

  Date: 03/08/2023

  We appreciate this players patience. Our records indicate that this player has received their payment. If anything else is needed we will be happy to help. 

  Customer Answer

  Date: 03/09/2023

  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,

  ********

   

   

• Initial Complaint

  Date:02/28/2023

  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 account was locked for investigation because I let friends use my phone to set up there account and I was told if I sent everything they asked for my account would be fixed well 3 days of it being locked I sent everything they asked me and I was told I would have my account back soon and I could cash out my money well PayPal wasn't able to cash it out then they said I would be getting a check well they cancelled the check and then told me I cont cash out till my account was unlocked I've been locked out of my account for 14 days now and I have not heard a response from anyone at draftkings in like 4 days now they won't respond and I can't withdraw my money I have ****** I have been waiting patiently and I was told I had verified everything I need to can you please help me

  Customer Answer

  Date: 03/10/2023

  I have not heard from anyone at draftkings they won't respond to my email and I can't even get in my account now I try to send them message and I get no response I just want my money ****** dollars and I have been waiting patiently I have sent everything they asked me to send and I can't get them to respond or remove the lock on the account 

  Business Response

  Date: 01/05/2024

  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:02/28/2023

  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 set up an account with ********************** when they launched in ****, I had been using my account and then after a couple weeks they placed restrictions on my account doubting my identity. This froze my account from pacing bets or withdrawing winning I have earned. I have since submitted all the requested documents to confirm my identity and get my account restored, some items have been requested several times to prolong the process and they still even after submitting all paperwork will not lift the restrictions. Instead they continue to say it is under review (For nearly 2 months?) What is more troubling is that I actually have an account balance they owe me money that I can not bet with or withdraw with. I have submitted to them a picture of myself holding my drivers license, several different utility bills and bank statements verifying both identity and address. This has been going on since early January and I am not sure what other options I have except to turn to you. Please help.My user name with ********************** is ********************* *******************************

  Business Response

  Date: 04/21/2023

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

• Initial Complaint

  Date:02/27/2023

  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.

  On September 17, 2022 I placed a bet on Canelo winning the last round by decision. The outcome of the fight ****** won the last round by decision. Therefore, I should have gotten a payout for my bet, but DraftKings never paid me. My bet shows I lost, but it should have said I won and I should of gotten my payout.

  Business Response

  Date: 03/08/2023

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

  Customer Answer

  Date: 03/09/2023

  The matter was not resolved via customer team.
  I placed three bets two of them state by knock out and one says to win on the 12 round. ****** won on the 12 round; the bet for the 12 round never stated it had to be by knockout. As you can see, my other bets clearly state by knockout, but the other bet just states by 12 round.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,

  *******

   

   

• Initial Complaint

  Date:02/27/2023

  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 02/05/23 I saw a message that my account has been block and I needed to verify myself with a picture of me holding my license I did that sent it in so that I could get my $160 back Im my account. I got email that I need to send in bank statements for 2 account number I dont have after number ours emails with several people that seemed like auto replies I got a response saying my pictures are were blurry and the real account number need on the bank statement to release my money and the 80$ bonus bet money I can play with. I sent the bank statement explaining one account they asked for a statement for was a checking and the other was a debit card to that checking account. The statement has the card transaction of an atm withdrawal and the last 4 of the card number. $140 and was released to my checking account and I was told many more time a bank statement is needed Ive explained in many emails requested a called back never got it but another email asking for the same. I sent another statement, pic of me hold my id, utility bill , paystubs. Everything that the site shows you can send for verification I was at my limit of uploads. Waited a week for the same request again. Another week asking for a picture with me and my license and it will be released send it and waited for same request bank statement proof. Explain the same story youve had proof from the start all Info was on the statement used to release the other money last response was 2 weeks ago a denial followed by me sending a email same info then a rep saying it will be evaluated again and Ive heard nothing since. This has been going on since 02/03/23 that I can see still with no progress or return of my $20 let alone the$80 bonus bet money they gave. So when I log in theres an error msg but the $100 is there on hold. they have more than enough proof to release my funds. The account number ending in **** is a debit card these not a statement for it but it does show withdrawal I sent pic of the card

  Business Response

  Date: 03/08/2023

  We appreciate this player reaching out to us. In order to reinstate the account we will need a proof of ownership document for the payment method ending in 11939. If anything else is needed we will be happy to help. 

  Customer Answer

  Date: 03/09/2023

  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 

  I keep explaining the documentation they are requesting they have. The account is a debit card not a checking account so the bank statements will show a withdrawal from the atm with the last 4 digits of the card number on two statements I have sent them. On top of that the account number they keep sending me and just send to you isnt my account number so they should correct that issue maybe it will help them. It took days for someone to finally give me the correct account number they were actually looking for. This isnt a bank statement sent out for a debit card its a bank account number checking or saving with the card if used on the statement as it does show on each bank statement. Its ridiculous that I have to keep saying this to them its not hard to read and find it out  its not hard to see the picture of the card Ive sent or the statements to get it. When you enter the information on the site it ask if you are using a debit card or a an account number so why cant the representative look at the statement and see the atm withdrawal using card number 4295. 

  
  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:02/27/2023

  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.

  Improper Accounting on results of blackjack play in Draftkings Casino. From 8;56pm on 2/26 until about 9:10pm I played blackjack. The financial center of Draftkings was improperly taking money for winning hands and declaring them losers. The History section of the Casino app for blackjack had the hands posted correctly but the Draftkings was subtracting money on winning hands. I have screen shots of the discrepancy and assume Draftkings was doing this to all its customers. It has nw been over 12 hours and no corrective action taken. Draftkings has been told of this mistake and money has not been credited back to me $485. I won $85 during this 12 minute period and Draftkings took $400 instead. The hands still remain in teh history that won but were declared losers.

  Business Response

  Date: 03/08/2023

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

• Initial Complaint

  Date:02/27/2023

  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 mistakenly deposited $100 in to Fantasy games. I was setting up an account. I deposited $100 and the website program told me it deleted the account with the $100 in it because I already had an account. I followed the instructions only to find a zero balance in my account. No matter what I say or how many times I say it this company tries to get me to let them keep the money deposited in error and log into my account that I didnt even remember setting up. I just want a refund and I want these people to stop doing this or at least give people a warning before they lose their money to an error. The company has been made aware of this and just wants to continually tell you to log back in, but not to get your money. One response told me to deposit more money in the other account or play the money through that was deposited in error. Please help me get account(s) deleted and a refund. I have not played one single game. I dont want to. I made a mistake please help me get a refund and warn others.***************************

  Business Response

  Date: 03/08/2023

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

• Initial Complaint

  Date:02/27/2023

  Type:Sales and Advertising 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 recently had to change my Paypal email due to loosing access to an old email due to getting a new phone number,and I didn't set up enough security to get into my old email so I changed it on my Paypal. So I won money 2-22-23 and when I attempted to cashout my withdrawal kept being denied. I contacted support and kept getting Tex from different workers saying I needed to make a $5 deposit to change my email to the new one same as my Paypal I DID THAT! next my account was restricted and I still didn't receive my $355 to my Paypal NEXT. I was I had to take picture of myself with my ID and my account would be unrestricted and I could withdraw send 3 copies becaythey say the first one was blurry I sent 3 pictures holding my ID NEXT they say per my request! I never requested but they say I requested for .y account to be closed and I would recieve an email when my withdrawal would be deposited because it was in the withdrawal process STILL NOT RECIEVED AND I NEVER REQUESTED THAT MY ACCOUNT BE CLOSED! I had my bills to pay and they still holding my money I already lost out on $85 smh this gaming site is beginning to scam people randomly I played honestly and won honestly I want my $355

  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 help.

  Customer Answer

  Date: 03/09/2023

  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. 

  ******************* was my username