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:09/18/2022

  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 was playing the Rocket game where the rocket goes up and you earn money based on how far the rocket travels. U have to eject before the rocket explodes. I was at about $20 and change and hit the button to eject and a few seconds(maybe ***** cents later) the rocket exploded. I did not get the winnings. When i clearly hit the button in more than enough time (my wife was sitting right next to me and can verify) the game then automatically started a new round as well as put me in the round without me pushing the button to join that round and as i hit the button (to join the round) instead i cancelled and lost an additional 1$. The game clearly glitched and. Its been a week of me trying to get them to do something about it and i just keep getting the same email over and over again. That theyre working on it.All i want is what I legitimately won and the 1$ wasted from the game glitching and they wont do anything about it or even acknowledge that the game messed up. Please help.

  Business Response

  Date: 10/24/2022

  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:09/18/2022

  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.

  Draftkings doesn't pay you when you win. They claim you didn't opt in when you did. This should be illegal. When you contact them, they lie and cheat and steal.

  Business Response

  Date: 09/25/2022

  We appreciate this player reaching out to us. If they can please provide more context to their message, we will be happy to investigate their specific case. 

• Initial Complaint

  Date:09/18/2022

  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 wrote to Draft Kings on 9/10 regarding a withdrawal issue I have been having. I was told via email, by an associate, that they would contact the internal team. After writing to Draft Kings 3 times on any updates I did not receive an answer to why I could not withdraw money I earned. I finally got a phone call on September 14, and was told this had something to do with an issue of payment I had in March. The issue I had in March was already taken care of months ago. I was issued two free bets and my complaint would be expedited due to the fact that it had taken so long. I was told that it would be completed by the end of the day. That never happened. On September ******************************************************* an acknowledgment of saying I am a responsible for existing and future charges, and I had to deposit 25 dollars into my account for them to take. I have still yet to get a definitive reason as to why I have to pay 25 dollars and as to why they have not let me withdraw over 600 dollars in my account.

  Business Response

  Date: 09/25/2022

  We appreciate this player reaching out. This matter has been resolved via customer service at this time. If anything else is needed we will be happy to help.

• Initial Complaint

  Date:09/18/2022

  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.

  DraftKings withdrew $200 from my checking account on 9/11, which I did not authorize. I immediately contacted their customer service **** and was assured that a refund could be processed as soon as the money cleared my bank. Now, a week later, I still have no refund and no timeline for when I will receive the refund. I've received many excuses via email but no resolution.

  Business Response

  Date: 10/24/2022

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

  Customer Answer

  Date: 10/25/2022

  [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:09/16/2022

  Type:Product Issues
  Status:

  UnansweredMore 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 told DraftKings in an email that my debit card was compromised and had to get a new debit card from *********** A scam casino online had stolen my identity and information and took over $2800 from me. I am in a dispute with that company which is called Pulsz. I saw that they were two charges for $250 on the same day taking out of my account to play on draft kings. I went through the necessary channels of my bank and did a chargeback. I had to call all my credit card companies to issue new cards in my name because of fraud. DraftKings is restricting my accounts or closing my account by threatening me that if I do not go to my bank and say I purchased the two $250 deposits that I didnt do they will close my account if I dont say that I take full responsibility. But I only received a temporary credit from the bank which they are in dispute with its not an actual refund. I should be refunded because my identity was stolen. I have spent a lot of money on draft kings and enjoyed their company until I have gotten this threat! They do not want to hear an explanation or the understanding of what happened and this is not fair. I have not made one chargeback with this company before until this event had happened! Im crying in tears because I should not be held responsible for fraudulent charges that happened with my account. And only that they want me to fess up to something I didnt do. This is outrageous and not something a company should be responding to a loyal customer who has put money into their company to play! I have never once complained about glitches on their bonus rounds and error messages Im trying to load their games. I do not want to be pushed around and I have extremely bad health issues I dont need this. I have epilepsy and lupus and a brain cyst and just recently had surgery. Please help me this needs to be resolved!Sincerely ********

• Initial Complaint

  Date:09/16/2022

  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 deposited money $25,000 In DraftKings casino. I won bets and my balance is now $50,700 on Monday Sept 12th the locked my account. They asked for copies of my bank statement, ***************** of my holding my ID I sent them in Wednesday morning sept 14th. I emailed them 20 times and they keep saying same thing sent to department to review. No other information. I want the account unlocked or I want my $50,700 wired to me asap the business does not have a working number. They do not answer their phone you cannot get a managers information to contact them. I believe its a scam

  Business Response

  Date: 09/25/2022

  We appreciate this player reaching out to us. This matter has been resolved via customer service. If anything else is needed we will be happy to help.

• Initial Complaint

  Date:09/16/2022

  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.

  Over a week ago, $530 was taken from my DraftKings account, without my knowledge, and was entered in a contest. I believe this was done by a DraftKings employee seeing as I did not receive a notification like I always do. Since then, I have sent ************************************************************* return, nothing at all. I cannot find a phone number to call so everything has been done in email. I have screenshots of the other players screen name. This is alot of money that was taken from me. Please help!

  Business Response

  Date: 09/25/2022

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

• Initial Complaint

  Date:09/15/2022

  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.

  DraftKings locked my account for suspicious activity and will not tell me what that means or respond to my emails. I have $100 in my account and no way to get it back.

  Business Response

  Date: 09/21/2022

  This account has been reinstated. If anything else is needed we would be happy to help. 

• Initial Complaint

  Date:09/15/2022

  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.

  Draftkings is currently forcing people to deposit money into each one of their apps separately. Which is fine. That creates 2 separate entities of money. You can not make a deposit into your fantasy account and use it in your sportsbook account for example, you must deposit into one and use that money and vice versa. Now here comes the problem. When you place a bet on the sportsbook, it takes your money from the fantasy account as well. They say the "winnings" go to a shared account and can be used in both. But that doesn't make sense. I made a single bet on sportsbook, on money I deposited into my sportsbook account, and it took from both accounts, of which I deposited separately. Even if what they say has truth and winnings can be used on either site, then I need the option of using "winnings" or "my cash". It gives no option and seems to just take what it wants when it wants, and hopes I don't pay attention. I would just pull out my winnings any time I won but A)that's what it's come too? I gotta clen out my accounts each day so DK doesn't steal from me? And B) they make it almost impossible to get your money unless you win some absurd amount. If I win .25 cents I want access to my quarter when I want it. They withhold me from my winnings but also take it twice when I bet on the site.This feels like theft. This feels like fraud. I didn't see this information and still don't. I habe only gotten standard messages in return. Draftkings has an F rating and they are getting away with theft and fraud. Can we please have someone look into this? I feel like they are taking advantage of everyone else who isn't catching this. Again, even if by what they say my winnings go to use in both accounts, it's costing me twice as much to make a single bet. If I win in sportsbook it stays in sportsbook. If DK wants to let me use it on both, thanks, but you can't take it from both, because that's double charging. Help me.

  Business Response

  Date: 09/25/2022

  We appreciate this customer reaching out to us. We have explained this matter via customer service on September 15th. If any further clarification is needed we will be happy to help. 

• Initial Complaint

  Date:09/13/2022

  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.

  Deposited money in draft kings . Made a bet and won that bet . Now Im locked out of my account and have no access to MYMONEY

  Business Response

  Date: 09/18/2022

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