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:10/02/2022

  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.

  I deposited money into Draftkings. I requested a withdrawal of my $418.00 via a check. After not receiving my check, I logged into my account and the account was restricted with a zero balance and they cancelled my withdrawal. There was no response as to why they stole my funds. This is completely unprofessional and in my opinion a criminal theft offense.

  Business Response

  Date: 11/02/2022

  We appreciate this player reaching out to us. We have processed refunds back to their deposit sources on September 19th. If anything else is needed we will be happy to help. 

• Initial Complaint

  Date:10/01/2022

  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.

  DraftKings went into my bank account without authorization. Somebody mustve used my debit card. They apparently werent using my email address nor were they using my correct phone number. I have contacted them dozens of times but still nothing. I filed a fraud claim with my bank as I finally got an email from DraftKings telling me to give them my debit card info for them to take care of but they never took care of it. When I filed fraud charges with my bank they gave me the money back but then DraftKings told them that theyre valid so that they could keep the money. Who does this to people and in times like these and thus economy? I know we all need money but to go into someones account and not fix the matter is absolutely sickening. Why dont they communicate with me? Why wouldnt they fix this? I had to see my psychiatrist about all of the money that has been missing from DraftKings. It totaled over $15,000. This kind of stuff could ruin somebodys life. I already battle severe depression and have medication for it. What am I supposed to do? Please tell me.

  Business Response

  Date: 12/21/2022

  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:10/01/2022

  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 27th, I deposited $400 on Draftkings taking advantage of a $100 deposit bonus offer. After gambling on various games, I met the deposit bonus requirements and my account had a value over $500. When I went to withdraw my funds on September 30th, the withdrawal was denied and my account was locked. The explanation provided was that I did not meet the "playthrough requirements" of the bonus offer that required me to (according to draftkings) "playthrough" my original deposit of $400 1x. The problem is that this playthrough requirement does not exist. I had already read through the fine print of my bonus offer from the email I received. In fact the fine print in the bonus offer specifically states "There are no restrictions or playthrough requirements on winnings earned from DK Dollars." I emailed the Company numerous times asking them to point out where the playthrough requirement is mentioned in my bonus offer fine print, Draftkings staff was unable to do so.The Company continued to refer me to a generic Draftkings webpage (that also did not state a playthrough requirement and was unrelated to my bonus offer). They also said that my online account showed that a playthrough requirement was unmet. I sent the Company numerous screenshots showing that I had no playthrough requirements showing and that the funds in my account showed as fully withdrawable.The Company has essentially stolen all of the funds in my account and will not allow withdrawal even though the staff admits that I met all of the requirements of the bonus offer. The bonus terms that I originally accepted are included as an attachment.

  Business Response

  Date: 10/02/2022

  This account has been reisntated and the player has been able to withdraw. If anything else is needed we will be happy to help. 

• Initial Complaint

  Date:09/27/2022

  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.

  Draft kings locked my account with funds in my account telling me a player can only have 1 account.. I only have one account, and my son and his girlfriend have their own account. now i have sent them in all the documents they have asked for and still refuse to unlock my account holding my money hostage. i even had my son and his girlfriend ******* send in their personal documents to show them they are making a mistake. i have sent them numerous emails and there response is the same every single time. the customer service is the worst i have ever seen. they are basically robbing people of there hard earned money. i have looked at recent reviews and saw alot of people are going through the same problem with them locking accounts and keeping players money.

  Business Response

  Date: 11/04/2022

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

• Initial Complaint

  Date:09/26/2022

  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.

  I have requested Draftkings to close out my account more than 2 weeks ago. They have closed the account on 12-Sep-2022 and haven't received my money. When I follow up with them they say they have other priorities and internal team is reviewing. Draftkings deduct the funds in seconds or minutes when it is time to return the funds undocumented amount of time which service personal don't know as well. Please be careful when you use them. Also don't expect any email updates from them.

  Customer Answer

  Date: 10/11/2022

  I have not heard from the business in response to my complaint.
  They have closed my account and they are not returning my funds. They are not giving reason why they cannot refund the money which I just deposited.
  Any other resources that I could use to help this issue resolved please help me?
  
  

  Business Response

  Date: 12/27/2022

  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:09/26/2022

  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.

  I am looking to get a withdraw back for funds provided to play. The account does not allow you to get a refund in the original form of purchase method. They penalize you for not using same withdraw form. I reached out more than 5 times to get a call back and never received a call back. Still waiting to here back,. Need my money back ASAP

  Customer Answer

  Date: 10/06/2022

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

  Business Response

  Date: 10/11/2022

  We appreciate this player reaching out. We have reinstated their account and they are able to withdraw their funds at this time. 

  Customer Answer

  Date: 10/12/2022

  [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:09/26/2022

  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.

  On Sept 16, 2022, I made a compaint to Draftkings support about an issue I had with Dream Catcher game. I was enjoying my gaming experience. I was disappointed while in the middle of playing the game, my bet was rejected. At that time, I had $4 on 40 which I was susposed to be paid out $160. My issue is that my bet before and after was accepted until it was time for the big payout. Support had me speak to 10 different reps to attempt to resolve the issue causing so much frustration and I having to repeat the same information to different reps. **** is unfair gaming practices to reject players bet at their peak of winning. I did not have any wifi issues because this issue does not often occur and as previously mentioned my game before and after that particular play was fine. I would like to be credited my payout of $160 that I can use to play on any game without stipulations.

  Customer Answer

  Date: 10/06/2022

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

• Initial Complaint

  Date:09/25/2022

  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 have an account with DraftKing and *************** in ***********. I have played often. I recently won **** after playing for awhile and losing money i might add and wanted to withdraw the funds. The only option i get is to have a check sent. So 8 contacted support and I asked a simple question about options of withdrawing my winnings and made a comment i wanted to use the money for a payment so i was looking to get it as soon as possible. Now they have restricted my account and left me no answers. It seems like they are trying to get put of paying. I can spend hundreds and thousands but as soon as i ask for a withdrawal then they restrict my account and gave me no help at all. This company os horrible. How are they allowed to do this and continue an be apart of ***************. I want my ****.00 dollars that i fairly won and a withdrawal solution that works for me.

  Business Response

  Date: 10/02/2022

  We appreciate this customer reaching out to us. The matter has been resolved via our customer support team. If anything else is needed we will be happy to help. 

  Customer Answer

  Date: 10/03/2022

  [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:09/25/2022

  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.

  Im unable to get customer service to verify my identity. Apparently I had to accounts however via my email I only see history of one and Im unable to find the other started account

  Customer Answer

  Date: 10/06/2022

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

  Business Response

  Date: 12/29/2022

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

• Initial Complaint

  Date:09/24/2022

  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 signed up for DraftKings and used new user a deposit promotion to receive free bets. I have since used those bets and also fulfilled stated play-through requirements for my initially deposit, but when I tried to withdraw my funds, DraftKings froze my withdrawal ability and has since deferred and ignored my support tickets and customer service requests for a week. ********************** is unlawfully holding my funds. I seek to withdraw my initial deposit as well as the $80 in winnings I have made from winning the free bets.

  Customer Answer

  Date: 10/04/2022

  [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,
  
  ***********************