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:11/28/2023

  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.

  PrizePicks allowed my underage, 15 year old son to create an account illegally by using my name and ID and he is using the account to ****** on sports with real money. I have attempted to contact PrizePicks to deactivate his account as it is ******** for a minor to ****** and am just being told that they are looking into it. No resolution, no opportunity to speak with a liver person about it, no response to my emails and the live chat is not resolving the issue. In the meantime, the minor is still gambling.PrizePicks is supposed to mandate a pic of front & back of ID as well as a selfie of the person holding their ID. My son (15 year old boy) obviously looks nothing like my ID (48 year old woman) and yet they are allowing him to continue accessing his account with a clearly illegal ID verification. I need his account cancelled immediately with no ability to create another account using any of his devices.

  Business Response

  Date: 12/01/2023

  Hello,

  The aforementioned PrizePicks account is currently deactivated and under investigation. 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.  

  PrizePicks is only available to individuals who are 19 or older. In ******* and *************, you must be at least 21 years old due to state legislation. Any account violating ********************** age restriction policy will be deactivated.

  
  ??

• Initial Complaint

  Date:11/27/2023

  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 Sunday November 26th I placed a bet on their app that was scored as a loss despite it being a win. I reached out to their support team multiple times to have this corrected. The official stats provided to me by their support team show that I was correct and my ticket is a winner but they are now refusing to correct my ticket. Theyre claiming (incorrectly) that *************************** finished the second half of the Chargers football game with ********************************************************************************** clearly show he passed for 138 yards. My option was for over ***** yards, clearly indicating a winning ticket, but they market this as a loss. Support keeps telling me he went under at 124 but I have collected screenshots of the official stats provided by their support that reflect 138 yards. They are blatantly stealing. No other way to look at it. They are refusing to pay me for a contest that I won.

  Business Response

  Date: 12/04/2023

  Hello - Thank you for reaching out, Our team has reviewed this and has made this correction. Your account balance reflects that entry as a win. Sorry for any confusion or inconvenience this has caused. 

• Initial Complaint

  Date:11/25/2023

  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 deposited money because per the site this is the first thing I have to do. It would not let me look around to see how it goes. No problem, I deposited money. After looking at the site I decided not to participate in the gambling due to how the company had the layouut and the rules. These rules are not presented prior to the deposit. I would like to withdraw the money I deposited. Now the site says I have to bet all my money in order to get it out. Thats not okay.

  Business Response

  Date: 12/01/2023

  Hello,

   

  PrizePicks has a 1x playthrough requirement, which simply means you need to play through all the funds from each deposit once before withdrawing any winnings.
  ?For example, if your deposit is $25, you must place and play through $25 worth of entries before you can withdraw.
  Playthrough requirements are standard across the Daily Fantasy Sports industry, and many require higher than the 1X in our policy. 

   

  However, if you desire to close your account at this time, we will be able to refund your $100 deposit and remove the $100 in promotional funds we awarded you upon depositing, prior to deletion. Please confirm if you would like us to refund and delete your account, and we will have this completed for you. Thank you. 

  Customer Answer

  Date: 12/01/2023

   
  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. I would like them to please refund my card.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:11/24/2023

  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.

  Deceptive marketing. They conveniently fail to mention in all advertising that entries for sports events played on future dates can only be cancelled within 5 minutes of entry origination.

  Business Response

  Date: 12/01/2023

  Members have a 5 minute window to self-cancel an entry after placing it.
  ?
  ?This 5 minute window does not apply if ANY of the games in your entry have started or if your entry includes a 2nd Half (2H) or 4th Quarter (4Q) pick.
  
  Entries can only be self-cancelled outside of the 5 minute window if you have a DNP as long as none of the other games in your entry have started.
  
  To self-cancel an entry, visit "My Entries" and click on the three dots next to the entry.
  
  This information can also be viewed in our Help Center. 

• Initial Complaint

  Date:11/20/2023

  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.

  On November 18th I deposited 15 dollars using my chime card from my chime bank account to enter a pick on prize picks. I hit on a pick six and won three hundred and seventy five dollars. I waited to withdraw on November 19th and seen that they wouldn't allow me to withdraw from my card used to deposit or my bank account. spoken to numerous customer service reps and received the same answer which is to get a PayPal. My PayPal would have to be linked to my chime so there's no remedy to get my winnings. I'm getting no help and assume prize picks is forcing me to ****** my winnings. Furthermore I would have to ****** money through PayPal in order to withdraw my winnings. I then reached back out used a card linked to a credit union and was denied. I reached back out and the rep gave me an online link to the clearing house accepted and I saw The Bancorp which is Chime. I want my winnings and do not volunteer to ****** it back this is a strain because after winning I made plans to cover bills in these hard times. Im hoping Prize Picks or Side Prize will do what ought to be done.

  Business Response

  Date: 11/27/2023

  Dear *****,

  We sincerely appreciate you for bringing this matter to our attention and offer our heartfelt apologies for any confusion and inconvenience caused during your interaction with our Live Support chat.

  As a representative of the ************************** I would like to inform you of important news regarding your account. According to our records, a withdrawal in the amount of $370 was successfully processed on November 25, 2023 and has been deposited into your active PayPal account. We expect the funds to be available in your account immediately. 

  Unfortunately, we are unable to accept Chime as a form of deposit or withdrawal. Occasionally, there may be situations in which deposits from Chime accounts are processed by our payment system. However, we would like to clarify that Chime will never be listed as a withdrawal option in our banking roster.

  In addition, PrizePicks stipulates a 1X playthrough requirement, requiring members to use all deposited funds before withdrawing any accumulated earnings. For example, if a member deposits $100, they must make $100 worth of entries before withdrawals are permitted. It should be noted that entries must be made using Credit Funds, rather than Promo Funds, in order to fulfill the playthrough requirement.
  

  We are delighted to inform you that the withdrawal in question has been successfully processed on 11/25. We extend our sincere apologies for any inconvenience you may have experienced during this procedure, and we assure you that our team is actively investigating these matters in order to improve our services. We greatly appreciate your membership with PrizePicks and extend our well-wishes to you.
  

  ??

  Customer Answer

  Date: 11/27/2023

   
  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:11/16/2023

  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.

  So I won 200 dollars on this fantasy app, called prize picks. Ive been trying for two weeks to withdraw my money. When I contacted them last week, the guy in the email said I have to deposit more money to be able to withdraw, which makes no sense. Now today, they are telling me something way different through email. This company is doing fraudulent activities in my opinion. Ive been told by multiple people, they also have not been able to cash out. Please help me.

  Business Response

  Date: 11/20/2023

  Hello ******** - It appears that the information relayed to you regarding making a deposit to withdraw would be correct. Considering we recently changed to a new payment provider, you need to deposit with the payment method you intend to withdraw in order to for this to be saved as a payment method. This process is the norm for all members on our platform attempting to withdraw funds on the new payment processor. Please do not hesitate to reach out to our live chat support regarding this if further assistance is needed.

  Customer Answer

  Date: 11/20/2023

   
  Complaint: 20878479
  
  I am rejecting this response because: that doesnt make sense to deposit more money into an account to be able to withdraw the money. If i couldnt withdraw the money in the first place, why would i deposit more money?
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 11/28/2023

  Hello again, ********! While I can understand the confusion with this, that would be the best option in order to withdraw here, and in future instances. In order to withdraw to a card, you need to first deposit with the card for it to be saved. However, if you have an ACH online banking option that is accepted for withdrawals, you should be able to log into that account and withdraw there. One other alternative that we can offer is for you to reach out to our chat support and we can look into processing this withdrawal manually on our end through PayPal. Please feel free to contact our live support if needed, it is our pleasure to assist.

  Customer Answer

  Date: 11/28/2023

   
  Complaint: 20878479
  
  I am rejecting this response because: this still makes no sense.yall want me to deposit more money, for me to try to get my other money out?? This sounds like a scam, just keep adding more money bc you cant withdraw. The live chat which has no real person, you have to actually email, said there is no way for them to do it manually. And i have the email to prove it.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:11/14/2023

  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 believe this company has multiple business , the one that I'm filing this report for is for Prizepick. This is a sports gambling service. They have you enter you name, DOB, email, and address, when signing up. After that you need to make a deposit they give you multiple ways debit/credit card, online banking, etc. I clicked on online banking instead of debit/credit card and when I tried to go back it kicked me out and said I could not be verified. They have a system issue that says that you're fraud because you want to return to the previous page. When contacting customer service and explaining the situation they flat out tell you they cant help and close out the chat with you. no bumping it up to a manager for a situation like mine. Now they have my personal info, if you go to there app reviews you'll see even more complaints

  Business Response

  Date: 09/25/2024

  Hello Mikenson - 

  Our records indicate your account is active and verification is passed. However, it appears your account ********************* was self-deleted on 11/14/23 at 1:20 PM EST.

  If you'd like to seek reactivation, please contact our 24/7 live support team. Through reactivation, you'll be asked to submit your ID for re-verification. 

  Outside of the need to reverify your account, there are no issues with your account.

• Initial Complaint

  Date:11/10/2023

  Type:Delivery 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 offered in an email of a $100 protected play and it was taken away without letting me know first. Instead it was replaced with a $20 dollar protected play. It was not a one time error as I know plenty of people who were offered $100 or $50 protected play and have proof of such.

  Business Response

  Date: 11/14/2023

  Hello *****,
  PrizePicks offers multiple promotions, some which are site-wide, and some for only a specific segment of members. Unfortunately, we are not able to comment on the decision making process for these promotions. ?Chances are, the more you play, the more likely you are to qualify for a special offer. On the bright side, there are many promotions available throughout your journey with PrizePicks, so keep an eye on your email, social media, and Discord for more information about promos. 
  
  

• Initial Complaint

  Date:11/10/2023

  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 November 10th, i was unable to access my PrizePicks account. I reached out to PrizePicks support and was given no help but told to fill out a dispute form and told my account has been closed. Last week I faced a similar issue and was told that they needed my drivers license and credit card To verify my account and I provided both of those and was told there would be no issues moving forward and that this was part of normal procedure. They have still not told me what I did exactly to be banned and only stated I broke some violation in section 5.1 of their rules. I have never been warned about any rule breaks at all and they claimed in an email that I broke a rule in excess. The only mistake I made was on November 9th, I deposited 2000$ instead of 200$ by mistake using my card and then immediately withdrew that amount and added funds from my bank. Additionally there was still 40$ active in my account in a 6 pick flex entry that resulted in 6 out 6 correct picks which should pay out 1000$. I am asking for assistance in regaining access to my account and obtaining the 1000$ funds that are owed to me.

  Business Response

  Date: 11/14/2023

  Hello *******,

  PrizePicks has a 1X playthrough requirement, which means you need to play through all the funds from each deposit once before withdrawing any winnings. For example, if your deposit is $25, you must place and play through $25 worth of entries before you can withdraw. Entries must be placed using Credit Funds, not Promo Funds, in order to count toward your playthrough requirement.Playthrough requirements are standard across the Daily Fantasy Sports industry, and many require higher than the 1X in our policy. We have found your account to be in violation of one or more terms outlined in our official Terms of Service. You have abused Playthrough requirements by attempting to withdraw immediately after depositing without playing through funds. The nature of these violations has been deemed excessive in which case we have hereby deactivated and permanently closed your PrizePicks account. Your deposit was refunded. 

  Customer Answer

  Date: 11/14/2023

   
  Complaint: 20854624
  
  I am rejecting this response because:
  
  First of all, I have always played through my withdrawals unless your company has decided to DNP props that were mistakes made by YOUR team. Instead of honoring them, you DNP them which causes the contests to be cancelled and in those cases I removed funds because I had deposited them to play those specific props. Secondary, the most recent occurrence, I informed your associate that I mistakenly added **** instead of 200 and took it out right away. Then I added funds to my account and played contests that same day. 
  

  Secondly, you never ONCE informed me that I had broken any of your rules even though I asked multiple times in the past and your statement saying in excess is an embarrassment when you never once tried to inform me that there was any issue. How do you expect me to correct something that I had no idea about? 
  

  Thirdly, my last contest was a 40$ 6 man that went 6/6 and cashed for 1000$, those funds belong to me and if I do not receive them, I will be filing suit against Prize Picks. 
  

  Your company has constantly treated me with disrespect and not once thought to inform me of any wrong doing you believe I was committing. Additionally, the funds that I withdrew were MY FUNDS not anyone elses, I would like my account restored and my funds returned to me considering you have never once warned me of anything. 
  
  Sincerely,
  
  ***********************************

  Business Response

  Date: 11/16/2023

  We have found your account to be in violation of one or more terms outlined in our official Terms of Service. The nature of these violations has been deemed excessive in which case we have hereby deactivated and permanently closed your PrizePicks account. If you believe that this disqualification was made in error please fill out the attached appeals form to file a formal claim. **************************************************************

  Your $2,000 deposit was refunded. 

  Customer Answer

  Date: 11/16/2023

   
  Complaint: 20854624
  
  I am rejecting this response because:

  Again, no one from your company has once told me about these violations. How can a violation be excessive if I have no idea about it? If you do not reinstate my account, I will pursue legal action. You owe me 1000$ from the funds that are in my account due to the 40$ 6 man flex that I hit on the same day you banned my account. Your company is full of thieves and has constantly treated me like s*** You have no right to ban my account when nothing that I did was hurting your company and secondary that you NEVER told me that I was committing any violations even ONCE. 

  
  Sincerely,
  
  ***********************************

• Initial Complaint

  Date:11/09/2023

  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 has a promo called flex Friday that I have been doing for over a year now and I did it a couple weeks ago and theyre refusing to give me my money back in store credit. Another reason that makes it shady too is that I just won $550 from them too and now it looks like they just dont want to give me my money back. The customer support also lied to me twice about me receiving an email which I didnt and giving me false steps which lead to me giving them another $20 which they wont refund either.

  Business Response

  Date: 11/14/2023

  Hi *****************************,

  It appears you are referring to Flex Friday promotion on October 27th. Since October 20th, our Flex Friday promotion has become upgraded, but with that came a couple of changes which were announced on our social media pages, email, and via pop ** in the app. Instead of your first flex entry being the entry that's automatically applied for Flex Friday, now member's can choose any projection they would like to BUT would also need to apply the promotion to their entry themselves by checking the box before placing the entry.

  After checking your account, it appears you successfully opted in for the promotion, but unfortunately, you did not click the box when applying the promotion to the entry of your choice. Please refer to the picture attached of the time you opted in and no time was inputted for when the box was checked.

  Also, attached will be a screenshot of how to successfully add the promotions in the future.

  Thank you.

  Customer Answer

  Date: 11/19/2023

   
  Complaint: 20848687
  
  I am rejecting this response because: I never received an email telling me about the new format and when I did opt in for it the second time I never had a box to check for it to be opted in.
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 11/20/2023

  Upon checking our customer engagement platform, Braze, we see that emails have been sent out every Friday in regards to Flex Friday. Furthermore, each week since the release of the upgrade to Flex Friday, you've been able to successfully opt-in and redeem the promotion to your entry (checking the box).

  To ensure communication was received, additionally to sending out emails and in app pop up messaging, we also made sure to post the new and improved updates on our social media pages. Ex; Instagram and X (Twitter). 

  Thank you.