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Business Profile

Online Gaming

DraftKings, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Online Gaming.

Complaints

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

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DraftKings, Inc. has 2 locations, listed below.

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    Customer Complaints Summary

    • 2,204 total complaints in the last 3 years.
    • 758 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:11/29/2022

      Type:Billing Issues
      Status:
      Answered
      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.
      This company swindled me in on the open betting start day in **. Only yo have complications of adding a card to add funds to bet but time to cash out same card not supported. How is it supported to take monies to bet but time to pay from winning bet its not supported. Confused, angry and disappointed cuatomer. I'll stick with Fan Duel faithfully. Draft kings is a rip off

      Business Response

      Date: 12/09/2022

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

    • Initial Complaint

      Date:11/29/2022

      Type:Product Issues
      Status:
      Answered
      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 live in the *****************, I joined Draftkings during the State launch on November 23, 2022. I funded my Account with my Debit Cards. Later that day I won on a parlay bet for Over $1600. I put on a withdrawal request and draftkings rejected the request because they wanted to verify my Identity, that was ok. I sent them in the necessary Documents, ID and Bank Statements and i have been getting generic email after generic email. Stating that my case is in review. How long doe it take to verify ones Identity? They are trying to insinuate that i was not using my Debit cards. Which is a lie. I have downloaded the Geolocator app and also I have been placing bets from my home address, in which Draftkings have on file. My player username is ************. I have read all sorts of complaints against this company about these same practices. When a person win their Bets, it is almost impossible to withdraw your money. There are complaints all over the internet about Draftkings. Please attend to this Matter. Thanks *********************

      Business Response

      Date: 12/09/2022

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

    • Initial Complaint

      Date:11/29/2022

      Type:Product Issues
      Status:
      Answered
      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.
      Im an avid gambler on their site. They recently give me promotions when I play. I just recently completed one of these promotions and was supposed to get a loss back of $250 dollars. I contacted them a couple of days ago and they said it takes 3 business days for me to get it. And to check back on Tuesday the 29th. After checking and seeing that there was no promotion I contacted them again and now they are telling me I was not playing the proper game to qualify. They even sent me an email telling me I qualified for the promotion a couple days ago in the site. Its bad enough that they are taking peoples money but to promise a promotion so they ***************** more only to deny it at the end is ridiculous and bad business.

      Business Response

      Date: 12/09/2022

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

    • Initial Complaint

      Date:11/28/2022

      Type:Billing Issues
      Status:
      Answered
      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 promised a casino bonus of 35% up to $7,000 in free credits with Draftkings casino. I then deposited $20,000 into my casino account and gambled with it, losing it all. That is not the issue. The issue is that immediately after, the casino locked my account, has been completely unresponsive to my repeated attempts to get my account unlocked, and never awarded me my free credits as promised by them. If this is the way they treat their customers who spend thousands with them, then this complaint is completely warranted.

      Business Response

      Date: 12/19/2022

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

    • Initial Complaint

      Date:11/28/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Continued issues with the refer a friend program, emailed multiple times and I feel like something is always changing to the point now k feel like its a gimmick just to invite more people to the app and dont honor the promos. I have invited over 20 people to the app and only received 2 promos. I invited people to the app because of the promos that were being given. I am asking to please honor and give me my referrals. Worst customer service ever and promotions. Should make it a better process to refer and get a bonus if people are spending their hard earned money on the app everyday.

      Business Response

      Date: 12/19/2022

      We appreciate this player reaching out to us. If they can please provide us with their DraftKings username we will be happy to help. 

    • Initial Complaint

      Date:11/28/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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 Monday, November 20th, I was alerted that my Draftkings account was processing a withdrawal request at 2 a.m. when using my phone as a flashlight to see where I was going in my house. I immediately logged on and changed my password. during this time the hacker also updated the contact number for 2 factor authentication to a number that was not mine while withdrawing $290 form my account. I have sent multiple emails to Draftkings to get this reversed and the number on the account updated. As of Nov 28th I have had only emails saying they are investigating. Draftkings tweeted they were aware of this issue of accounts being hacked but have yet to do anything in response to all of the customers who have sent emails. Draftkings has no phone number of chat function like other sites in their space. As draftkings has my drivers license this should be easy to get worked out if I provide them a photo or get on a call with them so they can see it is me. Everytime I ask what is needed they just say they will get back to me. I am locked out of the account since I do not get the code that goes to the wrong phone number. I even showed them proof of this but got a canned response.

      Business Response

      Date: 12/19/2022

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

    • Initial Complaint

      Date:11/28/2022

      Type:Service or Repair Issues
      Status:
      Resolved
      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'd like to file a complaint with DraftKings sports book which operates in ********. I've been a user of the site for over 2 years. Last week (11/28/22), DraftKings reported (on ******** a breach in their system. I quickly tried logging into the app but I wasn't able to login to my DraftKings account because of the 2FA verification. It seems that the phone number on my account was changed so I wasn't receiving the 2FA verification texts.I've been reaching out to DraftKing support via email and ******* every day with no resolution to my issue. I've made multiple attempts to verify and unlock my account. DraftKing has been unresponsive. It absolutely boggles my mind that there isn't a telephone support number for such a large company.There are countless number of people that I've noticed on ******* with the same issue. Since I haven't been able to get on the app, I don't know if my funds are even still there. I'm unable to retrieve my funds in my account because of this with no ETA.

      Business Response

      Date: 12/19/2022

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

      Customer Answer

      Date: 12/19/2022

      [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:11/28/2022

      Type:Customer Service Issues
      Status:
      Answered
      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 hacked and there is no customer service contact number. The only way to contact DraftKings is via emails and the responses are all bot/canned responses. I need their help to figure out how to resolve the hacked account but they are not willing to assist. Please help. Thanks

      Business Response

      Date: 12/19/2022

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

    • Initial Complaint

      Date:11/28/2022

      Type:Sales and Advertising Issues
      Status:
      Resolved
      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.
      Hackers broke into my account one week ago. They were able to change my password, phone number, credit card information and withdraw $2200 from my account. Draftkings has locked my account, but has not responded outside of robots telling me incorrect solutions. They cannot be reached via phone, ***************** or anything else and their email team seems to be non-existant. All I'm asking for is to speak with someone who can help me confirm my identity to unlock my account and make this right.thanks, ****

      Business Response

      Date: 12/19/2022

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

      Customer Answer

      Date: 12/19/2022

      Better Business Bureau:

      I still have little faith in their customer service, but I do believe that you may have helped push them towards the solution.  The experience was frustrating but ultimately resolved appropriately.  Thank you!

      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:11/28/2022

      Type:Product Issues
      Status:
      Answered
      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 needed to change the email address on my account due to the email address on file being deactivated as it is a an old college email. I sent them the info they requested, but I never received a response from them. (Refer to case #********). I just want them to change my email address so I can regain access to my account on the DraftKings Sportsbook app. They were the ones who locked me out of my account and forced a password reset. Thank you.

      Business Response

      Date: 12/16/2022

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

    DraftKings, Inc. is NOT a BBB Accredited Business.

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