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:01/07/2023

  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 has restricted by account with over $3,000 in funds. I cannot bet, deposit, or withdraw my funds. I have been in contact with customer support for over two weeks now. They have requested I send in my driver's license, a selfie of me holding my driver's license, bank statements, proof of address, official government proof of address and venmo bank statement. I have submitted everything, yet there is no progress and my account remains restricted. They asked for a PDF copy of a venmo statement. Venmo as a company does not offer any official PDF statement, only a statement in .csv (excel) format. I even reached out to Venmo customer support and they said they are unable to provide me with a pdf statement. As a result, I submitted a pdf, converted from .jpeg picture of my venmo statement. Draftkings customer support said they have reached out to their "internal team". My question of why is it taking so long, or what the problem is remains unanswered.

  Business Response

  Date: 01/27/2023

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

• Initial Complaint

  Date:01/06/2023

  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.

  Hello this has been a long process. I requested to get my email changed on Monday because it was no longer in service. Once my email was changed now without anyone contacting me my account is restricted for no reason. And no one has reached out to me for 4 days now. I won $7,500 on Tuesday and now my account has been restricted. Its never been restricted after I lost many times. This is literally unacceptable on many ways. Now my account is restricted and now I have $0 I can withdraw from now. I cant even play, or anything. I have reached out to customer service, ******** and nothing at all. They asked me to upload a picture of me holding my drivers license and I have completed that. Now I havent received a response since. My username is 216daland

  Business Response

  Date: 01/27/2023

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

• Initial Complaint

  Date:01/06/2023

  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 has frozen my account since Aug. 22, 2022. They claim they wanted to verify my address and that I am who I say I am. I sent them countless emails of me holding my drivers license over my head. I've even sent them utility bills. They reply were on it we understand your frustration yad, yad, ya. I also made a $1000 bet and won. They paid me in crowns. I played and paid in cash. Pay me in cash.

  Customer Answer

  Date: 01/17/2023

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

  Business Response

  Date: 02/03/2023

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

• Initial Complaint

  Date:01/06/2023

  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.

  My complaint is similar to others I've seen here. I was asked to verify my account (after having it for years), I supplied the requested documents, and they stopped replying to my emails. Meanwhile, my account is locked and I can't access the $287.50 I have in it. I can't use or withdraw my funds. That the most recent contact I've received is a customer satisfaction survey is absurd. Desired resolution? Just unlock my account. It's my money and I've given them what they requested, but as I've seen here this seems to be difficult for them.

  Customer Answer

  Date: 01/16/2023

  [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:01/05/2023

  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 has over ****** of my money which it says is available for withdrawl but when i tried to withdraw they canceled the withdraw 1/5/2023 they said i need to verify so i sent them my electiric bill as they requested and they already ahve my DL on file then they locked my account and say my document isn't enough even tho they say upload a bill i feel they just don't like to pay out winnings they let me deposit money real easy but now don't want to pay out also there is no way to talk to anyone no plhone numbers just play tag thru email now my account is locked i cant play in contest,cant withdraw or deposit everything was fine until i wanted a withdraw and now all of a sudden there is all these problems concearns me that they are scamming people

  Business Response

  Date: 02/06/2023

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

• Initial Complaint

  Date:01/05/2023

  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.

  Hi, I am a ********** resident. On 12/30/22 and 12/31/22 I was playing online using the Draft Kings Casino App. Between the two dates Draft Kings Casino allowed about $500 dollars worth of deposits to be made. I almost lost my money but made it back and currently have $695 dollars sitting in my account. While I was on a winning streak I got a message stating my account has been restricted. I followed up and provided the Photo ID with me holding it and other support that was requested. I have been following up on a daily basis about the resolution of the restriction. However, no customer support has been responsive. Additionally, there contact support page says *********** available. But that is complete ******** because there are no live agents to talk to and no phone number to call. This whole situation is crazy and should be audited because it makes no sense how $500 deposits were allowed and then when I began a streak of winning my account gets restricted and now I can not find a way to withdrawal the $695 dollars which is my money. Please help!My Draft Kings Username is: GodBless973 and the email for the account is ********************** What they are doing should be illegal! Feel free to text or call me. And whatever else is needed.

  Business Response

  Date: 02/10/2023

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

• Initial Complaint

  Date:01/03/2023

  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.

  Hi,My issue is with misleading advertisement for a deposit bonus that I made on Dec 26, 2022. I was told that the deposit and bonus needed to be played through (15x) before I could withdraw my funds. After I believed I had done that, I wrote to support who said that the game I was playing would require a 150x play thru. When I tried to contact support to cancel the bonus, they said that I would need to forfeit my entire account balance (including my original deposit) so I mind as well try and get to the very high play thru bonus. I was going out of town and was not even able to have a chance to meet the play thru requirement. I told them that I totally misunderstood the promotion (and was willing to forgo any of the bonus credit and winnings) and just wanted my initial deposit back. They said that I cannot do so and proceeded to forfeit all the funds in my account when the "bonus time period" expired. The company claims to be fair and regulated (and I have not had an issue like this with over two years of play and with the status of their highest loyalty program this past year), but this is not fair and is not ethical nor within the way a BBB business should act. Thanks,****

  Customer Answer

  Date: 01/15/2023

  The business replied to my complaint saying that they are aware that this was an issue for some of their customers, but that they are in within their rights to take the funds from my account. They did not reply to my request for further information regarding the reply I had received from one of their helpdesk employees and have since "frozen" my account for challenging their decision with my bank. 

  Business Response

  Date: 08/25/2023

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

  Customer Answer

  Date: 08/28/2023

  [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 after repeated complaints 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:01/03/2023

  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 undeservedly locked me out of my account for the last three weeks. They demanded that I send in a picture of myself holding my NH driver's license next to my face. I refused to do that and said that they can verify me using my name, address, or date of birth. There are numerous ways for anyone such as DraftKings to verify who I am. They refused to ask other questions or verify me another way other than emailing a picture of my ID and my face. I finally got frustrated enough to comply and sent in a picture of my face holding my NH driver's license next to my face. ********************** said the picture wasn't good enough and continued to refuse to unlock my account. I decided to close my account. I asked DraftKings to close my account and send me the money that was remaining in the account, approximately $400.00. DraftKings refused to close my account and send me my money. I decided to try to send another picture of my face and NH driver's license. ********************** refused to accept that picture too. They absolutely would not unlock my account or close it or verify me in another way. In complete and utter frustration, I emailed DraftKings and said that today I would file a complaint with the Better Business Bureau. Immediately after receiving that email, they sent me an email saying that they would unlock my account.

  Business Response

  Date: 02/10/2023

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

• Initial Complaint

  Date:01/03/2023

  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.

  On January 2nd, we signed up for Draft Kings. They were running a promotion that lured ** in. Instead of benefitting from the promotion, we discovered unauthorized transactions amounting $395.These transactions appeared on our checking account as pending transactions. These were not bets, rather, they were deposits made from our checking account and into a Draft Kings account. Draft Kings locked us out of their account, claiming they needed verification for "our security." We provided them with the information that they asked for, including a copy of a drivers license, but still no access . After repeated messages , we finally got a response explaining that we need to resubmit our information. My fear is that they could continue to make other deposits as they have an apparent history of complaints to the BBB.I have called the bank to put a stop on these pending transactions. I don't **** what more that I need to do. We are looking for your help to resolve this issue and offer advice on how to proceed.thank you

  Business Response

  Date: 02/10/2023

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

• Initial Complaint

  Date:01/03/2023

  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.

  Username is jlong331 On 12/26 I was locked out of my account. I had received a **** gift card for Christmas to use for DraftKings. For whatever reason it was flagged and I was locked out. I had to verify my identity with ID, and proof of residency. I did both. They then asked for a bank statement for the gift card with my name and address. I responded that I could not do that because it was a simple gift card loaded with cash bought at a gas station and given to me as a gift and is not affiliated with me or my address. They responded that it was ok and that I just needed to provide proof of purchase for the gift card. I did that. Then all of a sudden my proof of residence wasnt sufficient enough for their credentials and I had to re upload another. I did that. Then they responded everything was fine I just needed to uploaded a statement for the gift card. Again i stated my case and had to provide proof of purchase to which I did again. They are running me around in circles while locking me out of my account with no access to my money. I have provided document after document and received email after email that my proof was sufficient until, 2 emails later, its no longer sufficient. This whole process happened multiple times. Their responses are all just automated emails and once you give them one piece of information they ask for another, even if you already have. I have provided ID, I have provided proof or residence, and I have provided proof of purchase for the gift card. And this was stated so by them. I do not wish to use the gift card anymore as it was the reason I got locked out in the first place. Nonetheless I have provided everything needed to prove my identity but they keep sending me in circles and back to square 1, with no help or real response from their help center. I want my account unlocked

  Business Response

  Date: 02/03/2023

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