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:10/05/2022

  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 recently logged into my draft kings account to deposit $25 and mistakenly deposited $2500. I immediately requested a withdrawal of funds to go back to me at which point DK flagged and locked my account, they have provided no explanation and this issue is 96 plus hours old. I reached multiple times vis their website with only generic replies.

  Business Response

  Date: 10/14/2022

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

• Initial Complaint

  Date:10/04/2022

  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 have been attempting to withdraw funds from my DraftKings account and can not get a satisfactory response. The account I used to fund the account had to be closed due to a security issue. I tried to connect another account to make the withdrawal but mistakenly added money to the account instead of withdrawing. There are no live customer service representatives and the multiple email exchanges I have had have not resolved the issue at all. This site is beginning to look like a huge scam that just holds money hostage. Any assistance in resolving this issue would be greatly appreciated.

  Business Response

  Date: 12/27/2022

  We appreciate this player reaching out to us. We have contacted this player with what is required to reinstate the account. If anything else is needed we will be happy to help. 

  Customer Answer

  Date: 12/30/2022

  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. 

  I am rejecting the companys response as they will not send me the funds I am entitled to - approximately $250. The company is incorrectly claiming that I owe $500 and therefore they are holding my money and have locked me out of my account. I have never owed the company anything. 
  
  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:10/04/2022

  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.

  I recently made a large deposit of $800 to get a 25% casino bonus. I thought I read through the terms, but I did not know it required a 1x play through, I would not have made the deposit had I known. I tried to withdraw the deposit and they restricted it. I need that money back. I will not make any more deposits for bonuses now that I know. I had not previously taken advantage of any offers like that.

  Customer Answer

  Date: 10/15/2022

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

  Business Response

  Date: 11/04/2022

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

  Customer Answer

  Date: 11/07/2022

  [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:10/04/2022

  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.

  First DraftKings took a $70 dollar deposit and opened a new DraftKings account for me without my permission under the DraftKings Daily Fantasy App. I requested this money be returned to me and they ignored me for a month. I downloaded this stupid Daily Fantasy App and DraftKings has locked me out of my account and is holding my money hostage. They have trolled me by sending me inactive reset password links continuing to deny me access to my account and money. DraftKings is in possession of my money under two separate wallets they created my Sportsbook and Casino account and the Daily Fantasy Account they created and funded without my permission. They refuse to allow access and refuse to return all of my money in acceptable manner.

  Business Response

  Date: 10/14/2022

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

  Customer Answer

  Date: 10/15/2022

  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:10/04/2022

  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 recently made a deposit to my DraftKings Sportsbook account from my chase bank via venmo. I only wanted to transfer $25 but mistakenly transferred $2500. I immediately went to DK to seek a withdraw. They then shut down my account and have since not been responsive to my numerous outreach. They asked me to provide an explanation as to why I want my money back and also to prove my identity, which Ive done several times. Its been over 72 hours and nurmorous emails to them with no resolution. They also dont have a phone number and its very frustrating. Its my money, its a large sum so I want access to my account to withdraw it.

  Business Response

  Date: 10/14/2022

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

  Customer Answer

  Date: 10/14/2022

  [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:10/04/2022

  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 September 05, 2022, I set up an account with Draft Kings and deposited $1,330.00. My account was immediately restricted and I couldnt make any transactions or withdraw the $1,330.00 that I deposited. On September 06, 2022, I support via the app requesting assistance accessing my account. *****, from Draft Kings responded stating that the system alerted that I may be account sharing which can be triggered by a VPN and to disable it. ***** also let me know that I needed to please upload a self-certified ID (A picture of you holding your Driver's License, Passport, or government-issued photo ID next to your face) to our secure document page. On September 07, 2022, I sent a message via the app requesting a call back number or for someone to contact me to better explain exactly what I needed to do when **** responded with Thank you for reaching out about your account restrictions. I understand how frustrating it is not to have access to your account. I would also be upset if my account were restricted. We are here to help and would be happy to give you a telephone call. I never received a call. On September 08, 2022, I sent another message via the app requesting a call back with no response. On September 09, 2022, I sent yet another message via the app requesting a call back with my phone number and again received no response. On September 10, 2022, I sent another message via the app requesting a call back with a generic response of We are here to help and would be happy to give you a telephone call but no one actually called. On September 14, 2022, I sent another message via the app requesting a call back in addition to uploading a selfie with my drivers license and another bank statement showing the deposit amount coming from my account with my name and still have received zero response. Its now October 04, 2022 and I have not been able to access my account to withdraw the original deposit amount. I have yet to receive any correspondence.

  Business Response

  Date: 02/10/2023

  At this time we have been able to reinstate this players account. If the player needs anything else we will be happy to help. 

• Initial Complaint

  Date:10/04/2022

  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 BBB! -Waves. My name is ********. I am writing to you to figure out if what draftkings is doing to me is legal or not. I am a casual craps player and recently, I've been placing my bets, the dice get rolled, my bets win but then they take my money off of the win after the dice are rolled (video below) I had all of my bets in before the timer ran out so doesn't that mean I should get paid? This has happened now on more than a few occasions and every time I won the bet and should of got paid. I have told the craps dealer about the issue, they forwarded me to technical support which went nowhere. They were supposed to email me but never did. I feel as if this casino owes me but maybe I am wrong and they are allowed to do this? I have more video evidence if it is needed. I will no longer play at draftkings anymore. Please let me know if you understand what I'm explaining. Thank you very much!

  Business Response

  Date: 10/20/2022

  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:10/03/2022

  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.

  I mistakenly deposited $3000 into my DraftKings account. I immediately contacted DraftKings to let them know the situation and they said they could not cancel the transaction. For over a month now I have tried to get my money back only to have my account locked out and accused of having a gambling problem. My history will show I only spend maybe &10 a month, only during college football season, and have no gambling problem. I have asked to have my money refunded and account deleted.

  Business Response

  Date: 10/11/2022

  We appreciate this player reaching out. We have created a withdrawal for their account balance at this time. If anything else is needed we will be happy to help. 

• Initial Complaint

  Date:10/03/2022

  Type:Customer Service 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.

  Draft Kings has restricted my account and locked me out from withdrawing my funds of almost $1000. I have only used the platform safely and legitimately.I created a Draft Kings account at an event in-person with a Draft Kings employee who walked me through the signup, registration, and making my initial deposit. After using the platform consistently for about 2 weeks, I had won some money. Immediately after my win, restrictions were placed on my account. I was no longer allowed to place any more bets, forced to let "promotions" expire, and was locked out from withdrawing my funds. The only information I was given was "Restrictions have been placed on your account. Please contact customer service for more information." After countless emails with their "customer service", I had fulfilled all requests and provided all documents to verify my account. Including uploading an image of me holding an ID next to my face and providing Bank Statements. Throughout all of my correspondence with Draft Kings, they have failed to provide any reason on why my account was restricted, no real information regarding my case, and I have only received automated scripted responses. One of the messages even said "There is no set timeframe." It has been over a week since my account was restricted and there has been no updates. At this point I just want the restrictions lifted on my account so I can withdraw my money.

  Customer Answer

  Date: 10/14/2022

  [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:10/02/2022

  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.

  Im been trying to withdraw my money for the past several days and they wont let me withdraw it . I have emailed them repeatedly and no results

  Customer Answer

  Date: 10/13/2022

  I have not heard from the business in response to my complaint.they still will not give me money back 

  Business Response

  Date: 11/04/2022

  At this time we will require the player upload their PayPal statement via our document upload center. Once the statement is uploaded we will review for reinstatement.