Complaints

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:05/26/2025

  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 decided to place a wager and on PrizePicks app because they are advertising on tv and social media. I used the available payment method Apple Pay I used it through ***** to deposit the money. When I deposit the money the PrizePicks screen freezes and when I close out the page to check if the money was taken it was taken out. So I messaged PrizePicks and they said they didnt get the funds. But the funds left my account. They told me I would get a refund in 10 to 15 days. But when my bank tried to resolve it they were not able to contact this Merchant. I was forced to go by their policy and wait 15 days for my money back. I was not compensated at all and they told me sorry for inconvenience. I got nothing not even a proper apology. They dont allow you to speak with any supervisor.

  Business Response

  Date: 05/30/2025

  Hello *****, on May 25th your two deposit attempts failed. These attempts were with Cash App as your screenshots indicate not through ********************* will return your deposit to your account within 10 business days at the absolute most. Cash App is known to hit errors like this and take longer than other banks to return funds. You may see this as a pending transaction on your banking logs but it will fail and the pending charge will fall off. The pending transaction will never be posted and the funds will not be removed. PrizePicks does not have these funds as these deposit attempts failed. 
  
  

• Initial Complaint

  Date:05/22/2025

  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.

  I am trying to request an email change because I dont have access to it anymore. I was hacked and theres literally nothing I can do. I even tried to contact them through support and nothing is working. My name is ****** ********. My current email on file is ************************** and Im trying to change it to ************************ I pray you can help me. Ive been a member since 2022. Im a loyal customer.

  Business Response

  Date: 05/28/2025

  Hello ****** - Thank you for reaching out. You have withdrawn successfully with your account associated with the email: *************************** Your most recent withdrawal was a few days ago on May 24th. It appears you do have access to that email since you have been receiving and entering the codes that are sent to your email to withdrawal. For security reasons, you will not be able to change your email address once you have connected it to your PrizePicks account. We can make an exception for Members who used a work or school email and no longer have access. This is not a school or work email and this email has already been confirmed, Unfortunately we are not able to change this email. The file attached is our rule which is stated in our help center. Thank you. 

  Customer Answer

  Date: 05/28/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** ********

• Initial Complaint

  Date:05/22/2025

  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.

  Hi, a few months ago I made a purchase with this company. I put money into their application. I noticed unusual behavior on app, so I reached out to Prize Picks, after my account was locked out. I contacted their support several times for the past few months via email and through their support page in their app. They recently blocked me from the Support Page too. I wasn't able to get any real answers about my account nor any of my money. My money has been locked in my account for months and the company Prize Picks have no intentions of trying to give back what isn't theirs. This is a clear scam. After this huge headache I just want a resolution and move on. Regardless hopefully this could also warn other customers too.(I attached what files I could, Prize Picks have our log conversation in my locked account, so I can't access all the files. More shadiness from them)(Im sure with minimal searching, you'll find similar situations as mine. Or I'm sure you have plenty of complaints already)(Most of our chats were in the app, but I attached photo of them locking me out, so I can't download transcripts. Their trying to protect themselves from the bureau.)Thanks so much for time.

  Business Response

  Date: 05/23/2025

  Hello ****, It looks like you were disqualified on *ovember 14th 2024. We have found your account in violation of our Terms of Service agreement section 20.2 User Content and Copyright Policy. The extent of this violation is considered excessive therefore deeming your account ineligible for reactivation. Users may participate in Contests only as specified in the Terms and Code of Conduct. Failure to comply with these Terms or the Code of Conduct will result in disqualification and, if applicable, Prize forfeiture or seizure.
  PrizePicks, in its sole discretion, may disqualify you from a Contest or the entire Service, refuse to award Prizes, require the return of any Prizes, or suspend, limit, deactivate or terminate your Account if you engage in conduct PrizePicks deems, in its sole discretion, to be improper, unfair, fraudulent, in violation of the Terms or Code of Conduct or is otherwise adverse to the operation of the Service or in any way detrimental to other users.
  
  You have failed to comply with our Terms and our Code of Conduct. You have repeatedly have made racist comments including using the * word towards PrizePicks staff in chat, which is strictly prohibited. These actions from you resulted in your account being disqualified and your funds seized.
  
  I have attached a file (**** ***** Chat Log) of a small glimpse of what you have said in chat. If you or the BBB would like to see the rest of your chat log we can provide that, However I don't think that will be necessary. 
  
  We value all our members and strive to create a positive experience for everyone. In order to do that, we ask that our interactions remain respectful. We encourage you to reflect on the impact of your words. We are committed to maintaining a space where all members and PrizePicks staff are treated with respect. 

  Linked here is our Terms of Service: *******************************************************************
  
  

• Initial Complaint

  Date:05/20/2025

  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.

  I had placed a lineup (bet) it stated that the payout rate was 86 times. Once I hit select, and paid for the line up, the payout changed. There is no DNP or reboot on the ticket to have the lineup revised. When I contact chat support, I was given a scripted response and I could bro speak to a higher level supervisor or lead. Im hat was talking in circles.

  Business Response

  Date: 05/23/2025

  Hello ********, Thank you for reaching out and providing the screenshots, we have reviewed your chat in live support and we were able to locate that screen recording that you provided. I'm truly sorry to hear about your recent experience regarding the payouts for this lineup. Our team is already taking the next steps to ensure this doesn't happen again. To help make this right, we have added $54 to your account, which is the difference of what was already paid out and what should have been paid out. Thank you. 

  Customer Answer

  Date: 05/23/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******** ******

• Initial Complaint

  Date:05/19/2025

  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.

  Prizepicks keeps sending me promos it's says opt in i opt in today Friday for protected play if you don't win your get your money back each time I do it they take my money and say there's no record that I opted in and it lights up green with a check **** saying you opted in and to build your lineup they took 40 from me something is wrong with there app and they are saying it's me

  Business Response

  Date: 05/23/2025

  Hello *****, It looks like you opted into the promotion correctly however, you did not apply that promotion to any lineup. The description for this promotions states "Must Opt In and build a flex play to use this promotion. Win or your cash back! Net losses will be paid back in bonus balance up to $20. Must Opt In, select 3+ players to your lineup, tap Flex Play and check the promotion box in your lineup builder to qualify. $20 max lineup fee. Withdrawable balance only. Cannot be used with discounted projections or other offers." 
  
  You did opt in and built a flex play lineup but you did not check the promotion box in your lineup builder to apply that promotion to that lineup. 

  Customer Answer

  Date: 05/24/2025

   
  Complaint: 23343095
  
  I am rejecting this response because: someone had all my info in my phone and used my card to play without my permission I would like all the money back
  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 05/28/2025

  Your original complaint didn't state anything about someone using your card to play. There is no merit to the claim that someone used your card to play. You have reached out to our live support many time and you have never brought up that your card was used by someone else. In fact you have used Venmo to deposit and you have charge backed all seven of those deposits after you have used those funds. This is a violation of our Terms of Service section 9.2 Charge Backs. 
  
  You have also violated our code of conduct policy by using repeated profanity towards our live support team. 
  
  I'm sorry but you did not follow all the directions to apply the Flex Friday promotion to any lineup. The description on how you use the promotion states " Must Opt In, Select 3+ players to your lineup, tap Flex Play and check the promotion box in your lineup builder to qualify." You opted in, but did not check the promotion box in your lineup builder to apply the promotion to your lineup. 

  Customer Answer

  Date: 05/29/2025

   
  Complaint: 23343095
  
  I am rejecting this response because: that was not me some one had all m6 info they were talking to you I would like all my cash back 
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:05/17/2025

  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.

  Between May 1617, 2025, I won $6,000 on PrizePicks and attempted to withdraw $4,900. That withdrawal was denied, and I was suddenly asked to go through a manual verification process despite the fact that I had used the same personal cards (including my Apple Card) for prior deposits without issue. Even after I made another deposit of $100 and placed a new bet, there was no flag or restriction. It wasnt until I tried withdrawing a larger amount that problems began.I cooperated and submitted all required verification materials: screenshots of transactions, my Apple Card (which does not display full numbers due to its digital format), and identification. The ***** I dealt with (****) was evasive, repeatedly ignored questions (including simple requests for a worker ID), and delayed the process significantly.After threatening legal action, a second ***** named **** stepped in and reactivated my account. However, the experience raised major concerns about PrizePicks withdrawal practices especially when it comes to high-dollar *********** of May 17, 2025, I attempted a new $5,000 withdrawal to try and secure my funds. I am filing this complaint in case PrizePicks again delays, denies, or blocks access to my rightful winnings. I expect full transparency on why the original withdrawal was denied, and I want to ensure PrizePicks will not continue to target high withdrawal amounts with arbitrary friction or stalling.Attached are screenshots that show the timeline of my deposits, winnings, withdrawals, and support conversation.

  Business Response

  Date: 05/22/2025

  Hello ****, I am sorry for the poor experience you have had. Our company actively monitors for any indication of activities which would violate current regulations governing Daily Fantasy Sports operators, our own Terms of Use, and the Responsible Gaming Guidelines which define fair play. Our goal is to ensure a fair yet competitive environment where skill trumps chance. To ensure a fair playing field for all is achieved, we may perform an investigation. You completed this investigation process and then attempted to withdraw, our team mistakenly performed another investigation on your account. You have already completed this process so your account has successfully been reactivated and you are able to request a withdrawal. 
  
  We take full responsibility for the inconvenience caused, and I want to assure you that we're already taking steps to ensure this doesn't happen again. Your feedback is invaluable in helping us improve, and want to thank you for bringing this to our attention. Again, your account has been reactivated and you are able to request a withdrawal. 

• Initial Complaint

  Date:05/16/2025

  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.

  Their withdrawals via ACH arent working and their only resolution is for me to deposit money so I can use that method to withdraw. Having to spend money to withdraw money from an account is unacceptable.

  Business Response

  Date: 05/20/2025

  Hello *****, Thank you for reaching out regarding this. 
  
  I'm sorry for all the troubles you are having when attempting to withdraw. We can process a manual ****** withdrawal from you, you do not need to make another deposit. We would just need your ****** email and the amount you wish to withdrawal. You can reach out to our live support and we can process that for you. Thank you. 

• Initial Complaint

  Date:05/12/2025

  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.

  Think PrizePicks mgt knows I'm a nice guy. Comfort Factor Applies With All. Cool If They Think I Should Spend Time with Live Nation ************************/ Read It Through "Atlanta Knows How To Party". ****** ***

  Business Response

  Date: 05/16/2025

  Hello ******, you have repeatedly used abusive, discriminatory, and threatening language in our live support chat. This is against our code of conduct and as a result your account has been deactivated. As stated in 8.2 Disqualification and Cancellation by PrizePicks: Users may participate in Contests only as specified in the Terms and Code of Conduct. Failure to comply with these Terms or the Code of Conduct will result in disqualification and, if applicable, Prize forfeiture or seizure.

• Initial Complaint

  Date:05/12/2025

  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 contacted ******************* ( now is close because this situation) First i called my bank and did fraud claim for prizepick that someone took my bank information and i been victim of identity theft i had to put protection, at first *********** gave me a provisional credit until the investigation resolved after couple weeks *********** overdraft my account by reversal the credit back saying the was me when I send police ?? report and letter explained that wasn't me now my bank account is close and it would impact my credit report of goes to collection i Don't DO BET I'm Christian ?? ps I'm send screenshot of my credit report which i have my name in different way was report which doesn't match any of my Real name

  Business Response

  Date: 05/15/2025

  Hello Jason 
   
  Our team has reviewed all your transactions and there is no sign of your account being operated by anyone else. All of these transactions were made by you. 
  
  You have disputed 40 deposits made from your *********** account between May and July 2024. 
  
  We have deactivated and blocked your account as a result of these actions. We have sufficient evidence that you actively participated in our contests, and our team of chargeback experts will compile this information and forward it to our bank and credit card processors. The funds in question will be retrieved and your membership will be thereby terminated.
  
  The extent of the chargebacks associated with your PrizePicks account is considered excessive beyond a reasonable measure, therefore deeming your account too high risk to remain eligible for a membership on this platform. You will no longer be able to deposit, submit lineups, make future withdrawals or create any new accounts in the future.
  
  Any future attempts to create additional accounts will be identified, and the account(s) will be deactivated and funds deposited into the account will be seized.

• Initial Complaint

  Date:05/11/2025

  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.

  Issue: Despite being enrolled in *********'s Voluntary Self-Exclusion Program until 2028, you were able to create an account and place bets on PrizePicks, resulting in a loss of $1,425.Additional Concern: You attempted to withdraw your remaining funds over three days but received messages stating, "Withdrawing is temporarily disabled." During this period, you continued to ****** and lost additional funds.Desired Resolution: A refund of $1,425 and permanent closure of your account in accordance with Tennessee's self-exclusion regulations.

  Business Response

  Date: 05/18/2025

  Hello ****************** you for reaching our to us regarding your concerns about self-exclusion. We understand your concern and take your inquiry seriously. 
  
  We want to clarify that while Tennessee does have a Voluntary Self-Exclusion program pertaining to sports wagering operations, Daily Fantasy Sports platforms like PrizePicks operate under a different regulatory framework in the state and are not covered by the statewide sports wagering self-exclusion list. The Tennessee fantasy regulations require *** operations to offer their own self-exclusion tools, Which PrizePicks provides through our website and app. 
  
  As requested, we have deactivated your suspended and closed your account. 
  
  ********************** is committed to promotion responsible gaming, and we continuously strive to ensure a safe and enjoyable experience for our users. 
  
  We also provide access to support of gaming-related issues through Kindbridge Behavioral Health, and our customer service team can provide you with more details on how to connect with their services.