Complaints

This profile includes complaints for DraftKings, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

DraftKings, Inc. has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:02/24/2023

  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 requested a check for my winnings 17 days ago requested phone call from customer rep after check never came never got a phone call just an email saying they cancelled the check and are starting the process over so will be at least ***** more days so will be over a month to receive my money, if you want to deposit its a quick click if you want to withdraw its a lengthy process or your just ignored

  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:02/24/2023

  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.

  On February 12, 2023 I made a bet on the Superbowl. I thought I bet $50.00 from my checking account and $100.00 from their free bet money. The problem is the next day, $250.00 was debited from my checking account. I then tried to get into my Draftking account online and was told I was locked out. I have not been able to get in since then so I cannot check the account to see what is going on. I have sent several emails to the only address I can find for them with no response. They have sent me a review to fill out on my email, so I know they can contact me.

  Business Response

  Date: 02/24/2023

  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: 02/28/2023

  [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:02/24/2023

  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.

  On February 24th, DraftKings closed my account permanently without warning and kept my cash balance. I reached out and asked for the reasons why my account was closed, and they refuse to say anything besides I violated their terms of service, and they would be keeping my balance, but would not explain what I had done. I have not knowingly done anything that violates their TOS and they refuse to cooperate with me or give me any other information. I don't wan't my account back or remaining balance if I did violate their TOS. All I want to know is what I did so I can confirm they are legally taking my money.

  Customer Answer

  Date: 03/06/2023

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

  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: 03/08/2023

  [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. 
  
  Regards,
  
  *************************

• Initial Complaint

  Date:02/24/2023

  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.

  draftkings slots are rigged every time im going to have a big hit it spins right pass it but when i make a smaller bet it plays fine but when making a bigger bet it just spins and spins like it all slow. you let someone that spent over *************************************************************************************** debt when you knew they had a gambling problem. i want my money back this is very sad that draftkings does not take gambling seriously its all about the money and getting people to spend all there money on this gambling site all the money i put in this gambling site i want back!

  Customer Answer

  Date: 03/07/2023

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

  Business Response

  Date: 03/08/2023

  We appreciate this player reaching out to us. At this time we require the player follow up with their most recent support ticket in order to resolve this matter. 

  Customer Answer

  Date: 03/08/2023

  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.]
  They owe me money the slots are rigged! 
  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:02/23/2023

  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 deposited $4250.00 into new draft kings account. I placed several bets. I used the the cash out on several bets I worked my way up to $8200. I go to log on this past Monday 02/20/2023 it says my account is restricted and I need to contact customer service to get the account secured. I have sent over 10 emails requesting a call back. I keep getting the same message below. All with a different name. I would like Draft Kings to refund my money and close the account. I would like all the money returned including my winnings. I deposited the money to use their service, they are holding my money hostage because I won bets. And they are refusing to contact me so this can be taken care of. My username is millardjlon and my email address is ******************* I am really disappointed in draft kings and how they have no direct customer service and no way to contact them directly. I am asking that they refund all my money mail a check if they have to. And close the account.Hello ***********,Thank you for reaching out about your account not working. We're here to help and would be happy to give you a call.In order to schedule your call, please provide us with the following information:Your preferred callback time(s)Your phone numberA brief description of your issue and/or additional details that can assist us in resolving your issueWe look forward to hearing from you.Best,DraftKings Player Advocate

  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.

• Initial Complaint

  Date:02/23/2023

  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.

  Draft Kings app did not allow me to cash out my bet, as it triggered a location check after login when a location check was already prompted when I logged in. I reached out and explained the issue, they told me sorry nothing we can do as your connection doesn't meet the standards to have permanent location confirmation. I wasn't asking for the full bet back, just the cashout option which in the grand scheme of things, I don't care about. I then asked because of their treatment towards their customer for this issue, being me, to lock my sportsbetting account because I don't want to do business with them and continue to give them my money if it isn't a level playing field. They locked my entire account, including the daily fantasy account, which wasn't asked for. I have asked for the past 48 hours and have not gotten a response to unlock the account. Due to this, I was unable to register and play PGA dfs which is a source of income for myself.

  Customer Answer

  Date: 03/05/2023

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

  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: 03/10/2023

  the cs team didnt resolve my complaint at all. They just closed the ticket - this isnt resolved 

   

  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:02/23/2023

  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 opened an account with ********************** and made my initial deposit on February 2nd via a gift card. Over the course of the month of Februrary, I placed a few bets and deposited more via additional gift cards, all of which I no longer kept because they were all used. I decided I no longer wanted to use DraftKings and wanted to withdraw my remaining amount of ~$997.90, however per their site's withdrawal FAQs, funds within 90s days will be refunded to their original source of payment (of which I no longer had), and to contact customer support if cards used to deposit were no longer in possession. I reached out to support asking for clarification and explaining my situation over several emails, and was then recommended (and also referring to the site's FAQ page) to unlink my cards from my account and that in order to deposit to an alternative method like Paypal, I would have to make a deposit > $5 before I can withdraw to it. I did as suggested, then was notified that my account became restricted due to unusual activity after I requested for a withdraw to my Paypal, for which they canceled my withdrawal request and then requested verification via picture of me holding an ID document next to my face. It was during this time of upload that I saw my available balance was set to $0. I replied to the support's email thread asking why I had $0 balance when they cancelled my withdrawal request, and was then told that after a review, my account would not be reinstated until I showed bank statements and proof of purchases for the cards I used to deposit funds (again, which I no longer have). I have been given the run around in trying to get my money back despite explaining numerous times that I no longer have the original cards, and now my balance is set to $0 with no explanation of what happened to the funds. I did receive a withdrawal fulfillment of $2.90 to Paypal but what about my $1000 I didn't get?

  Customer Answer

  Date: 03/06/2023

  I have not heard from the business in response to my complaint. I have attempted numerous times to let them know of my issues, and they are unable to give any solutions. They do not seem to understand what or how to solve my issues. Terrible company with poor quality customer service.

• Initial Complaint

  Date:02/22/2023

  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 won a few bets that totaled to $345 on January 31,2023. I made three separate withdrawals to be made to my account that same day, which with draftking you can only use bank accounts that are under your name. I contacted Draftking on February 06, ********************************************** a generic message stating it takes 5-8 business days for the deposit to hit my account. After sending them a few more messages. I received a message stating the withdrawal was done on January 31, 2023 and deposited into my account ending in ****. After waiting an additional 2 days and still no deposit into my account I contacted DraftKings on February 08, 2023 advising them of this issue and was now told that the money was deposited into an account ending in **** and that I should contact my bank for more information. I advised them I never had an account ending in **** and they were wrong. I contacted my bank and they advised me I never received any deposites and the 16 years Ive been banking with chase *** never had an account or debit card ending in ****. After not hearing from DraftKings for 3 days I reached back out to them via email since thats for only form of communication for them. They decided to send me an email stating they will call me to resolve this matter. on February 21, 2023 I went into my bank and spoke with a banker and a confirmed I have never had an account ending in **** and printed out a copy of my statement with both my new and old account numbers. I sent this information to draftking and they have yet to still resolve this issue or contact me regarding this matter.

  Customer Answer

  Date: 03/05/2023

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

  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:02/22/2023

  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 originally contacted Draft Kings back in November about my account being logged into by an unknown person and they spent roughly $50 on a game that I had no track record of ever playing. The person also cashed in all my Crowns to continue playing the game. Out of caution I contacted Draft Kings to let them know about the issue. I turned on the 2 step verification. Draft Kings then locked my account. Asked me for my ID again and deemed my account "Suspicious". I have resubmitted my ID to them. Then someone by the name of ***** contacted me on February 6th via email asking for me to send another copy of my ID but with me holding it this time. I politely declined due to having my account somehow suspiciously used. It seemed like some type of scam. I have since had 10+ people all message me from draft kings asking me for this in order to clear my account. I asked for them to call me 11 days ago and I would gladly help clear this up but I would need to physically hear from someone from this company. I have made 5 or 6 request over the last 2 weeks for someone to call me and everytime I have been told I'm in the line for a call but no one has called yet people keep messaging me for my ID. This is a very very suspicious company with there handlings and the way money magically disappears.

  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:02/22/2023

  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.

  Here is a list of deposits I made to Draftkings: On 2/18/23 I made a 50$ deposit on 2/21/23, I made separate deposits of:25, 25, 150, 100, 20, 25, 20, 25, 100, 25, 150, 25, 100, 50 All told, they amount to 890 dollars worth of deposits. I lost it all. I later sent an email that I was an addict and that I need to have my account permanently deleted. I asked for my money back. They refused. It seems they are satisfied with exploiting those with the untreated condition of gambling addiction. This is a moral stain on their brand. They also should have red flagged my account with so many deposits in one day. But this is the kicker. They don't require the "Geolocation" app in order to use their casinos. That is illegal in **********. and I actually wasn't present in ********** when gambling. Therefore, any profits or losses made off of deposits on the days I mentioned, when I was not physically present in ********** should be nullified and my money should be returned without further delay.

  Customer Answer

  Date: 03/06/2023

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