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:09/13/2022

  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.

  On Sept 3rd I made a withdrawal from draftkings for 100$ and have not received anything yet nor am I able to get in touch with customer service! I have tried calling texting and online customer service and no answers as to what is going on

  Business Response

  Date: 09/18/2022

  This customer requested a withdrawal via check. Please allow up to three weeks for the check to be processed and delivered. If the player does not receive the check after three weeks we will be happy to investigate further.

• Initial Complaint

  Date:09/13/2022

  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 attempted to open an account with their sportsbook on 9/8. They were advertising a promotion for new customers to deposit 5 dollars and receive 200 dollars in free bets. I submitted all of my personal information including social security number. They even had me scan front and back of my ******** driver's license. Today, they sent me this communication:Hi ********,Thank you for your patience during our Sportsbook verification process. We wanted to send you an update on the status of your account.After reviewing your information, we were unable to verify your identity using our data source. I know this is a disappointing result. Although we were unable to verify your identity at this time, you are more than welcome to check back again in a few months, as our data source is updated periodically. There is no additional action required until then.In the meantime, you can still play on Daily Fantasy and Marketplace.Please let us know if you have any questions, or if there's anything else we can help with.****,************DraftKings Player Advocate

  Business Response

  Date: 09/18/2022

  We appreciate this player reaching out to us. Unfortunately this player was unable to be verified. As outlined previously, we do request the player reach back out periodically requesting reverification. If anything else is needed we will be happy to help. 

• Initial Complaint

  Date:09/12/2022

  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.

  In June of 2022 my account with Draftkings was frozen. They told me it was frozen due to having opened multiple accounts through Draftkings. This is false I only opened the one account through Draftkings. The only way an another account was opened in my name would be through fraud or being hacked. Draftkings does not seem to care of a customer is hacked through their site. Their customer service is horrible. They won't give me a clear answer of what happened. I was also a loyal customer of 5 years. I am writing this so I can know when I was hacked and why Draftkings won't tell me what happened. I also had money in .y account. They won't give me a list of last transactions or how much is on my account that they froze.

  Customer Answer

  Date: 09/23/2022

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

  Business Response

  Date: 10/13/2023

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

• Initial Complaint

  Date:09/12/2022

  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.

  After spending the weekend trying to get them to verify my withdrawal,they have stopped responding. They had the wrong phone # and reluctantly I sent in the **** with my correct # and they also have my email which they wont use for the verification with no explanation. They owe me $206 and they are just ignoring my repeated requests for it

  Business Response

  Date: 09/18/2022

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

  Customer Answer

  Date: 09/18/2022

  [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:09/12/2022

  Type:Service or Repair 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 am writing this complaint on behalf of suspicion of fixed gambling on DraftKings. Below is a summary of the issues I've experienced with DraftKings (I wrote this complaint to one of the VP's, *******************************). He has sent the message to another department, I've reached out 5 times and have yet to get a response. I also have many of the suspicious activity screen recorded. My last issue is the algorithm your company uses for online blackjack. Over the past few days/week, Ive lost roughly 27K from playing blackjack. I bet anywhere from $200-1000 per hand. I know the game very well and I am well aware of the risks. I have played a ton of in person blackjack in my life and have never, and when I say never, witnessed hands like the ones your engineers have constructed. Its so egregious that I am contemplating never playing on your site again. This is super frustrating because, I think you have the fastest and most efficient platform vs your competition. The problem is the amount of 6/7 card 21s that the dealer pulls as well as the amount of blackjacks they pull. Its so bad that its gotten to the point where its glaringly obvious that its fixed. I honestly dont mind losing, *** lost a lot in my lifetime. But I cant look myself in the mirror and say, yes I am going to try and make a run on DK because its virtually impossible.

• Initial Complaint

  Date:09/11/2022

  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.

  Illegal Marketing and Advertising.

  Business Response

  Date: 09/18/2022

  We appreciate this player reaching out to us. If they can please provide more information regarding this matter we will be more than happy to help. 

• Initial Complaint

  Date:09/11/2022

  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 contacting draftkings for the past days or so about lifting a withdrawal restriction from my account.i owed $5 from a chargeback and have been waiting an entire week for draft kings to subtract the $5 from my account so my restriction can be lifted.all i am getting are automated emails.i have money in my account i have been trying to withdraw and draft kings is still holding on to it and not responding .

  Business Response

  Date: 09/18/2022

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

• Initial Complaint

  Date:09/10/2022

  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.

  Recently the company Draftkings a legal gambling company started a new segment of their company called Reignmakers where users would buy nft card packs of different *** players. You would use these packs to enter lineups to win money. That how it was advertised, I just got an email just today 9/10/22 saying i can compete for over 30 millions dollars in prizes over the season. I only spent 100 dollars on cards this summer but I went to enter one of these lineups today and they said my area was not allowed to enter. I live in CT where Draftkings sportbetting app is legal now. I contacted Draftkings to get my money back but they refused. They said maybe one day i could move to a new state and use them. I know you guys dont care about my low amount of 100 dollars but this company is over stepping it sportbook authority. This is a straight up nft scam. I dont even care about the money this site shouldn't get away with this. Others should be warned.

  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. 

• Initial Complaint

  Date:09/10/2022

  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 cant get my withdrawal even though deposits are easy. They use a verification process. Well they changed a digit on my phone number so the sms text doesnt work. And though they have my email, the code doesnt get sent there. Ive sent over a dozen emails with just a generic pre written statement

  Business Response

  Date: 09/18/2022

  We appreciate this player reaching out. This player has been able to withdraw at this time. If anything else is needed we will be happy to help. 

  Customer Answer

  Date: 09/18/2022

  [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:09/10/2022

  Type:Billing 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.

  09/05/22, upon entering my DraftKings login credentials, I received a message stating that access to my account was locked and that I need to contact customer service. I sent a message seeking clarification as well as what was needed to unlock it. I received a message that evening from ******* at DK stating that my account was flagged for POSSIBLE refer a friend abuse. He asked that I submit a selfie of my face while holding my ID and a written statement that I am aware/agree to DK's strict 1 person 1 account policy. I uploaded the photo and replied to his email with the requested statement and let him know the photo was uploaded. After 2 days without a response I reached out to check on the status of my reinstatement. Over the course of 3 days 4 different agents would ask me for the same docs that the prior agent had confirmed they received but I resent them each time. A 5th agent reached out requesting proof of my name change. I recently divorced so I uploaded my divorce decree. They verified my identity but they will not unlock my account. After 5 agents stating that upon verification the restrictions would be lifted, they now say that my device was shared with another user and they won't unlock my account until that person completes verification. I'm guessing it's the account of my EX husband. We each have our own accts with separate logins. The divorce decree I submitted should serve as enough documentation to show that 1 account was mine and 1 was my ex's. My account being unlocked should not be contingent on the actions of my EX or anyone but me. They locked my account for POSSIBLE multi acct abuse b/c a married couple shared computer/tablet/phone. I explained this to DK's but they no longer will respond to my emails. DK provided me w/requirements to unlock my account and I have met them, therefore I expect DraftKings to unlock my account - username jlfjmo - as they stated they would.

  Business Response

  Date: 09/18/2022

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

  Customer Answer

  Date: 09/19/2022

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