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:02/02/2023

  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.

  DraftKings is wrongfully withholding funds in my account by placing me on an alleged self imposed restriction without my permission to do so.When I try and login to the Draft Kings Sportsbook app I get the following message: Error Details: You currently have a self-imposed exclusion on your account. This means you have elected to block yourself from entering contests or depositing funds for a set period of time. To adjust this exclusion please contact our customer support team. I did not place myself on any exclusion and have attempted a multitude of times to inform DraftKings of this issue. I have been emailing customer support back and forth since February of 2022, and almost every response I have received back has been an un-original resolution or an obvious copy and paste of the previous support agents response to my prior inquiry for help. Its clear my cases are not being investigated, and they are being pencil whipped in effort to clear out their support queue.

  Customer Answer

  Date: 02/13/2023

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

  Business Response

  Date: 02/17/2023

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

• Initial Complaint

  Date:02/02/2023

  Type:Sales and Advertising 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 been a member of DK for years and could always deposit without a hitch for DFS, I was on the road driving for my trucking company in October and decided to wager on the sportsbook as it was available and legal in AZ, I won around $50,000 over 3 weeks. **************** was IMPOSSIBLE to deal with. They wouldnt let me set up my bank account to withdraw so I actually parked my truck and FLEW on a $1200 flight to ************* to withdraw. Upon arrival I had to provide a bunch of documents which I complied and I cashed out my winnings and flew back to my truck. 1/1/23 DK launched in ******* deposited money and beat them for thousands again, I was able to get my bank set up and began to withdraw, 3500,4000,1200 in about a week. During this time *************** informed me that I cannot do gambling transactions with their institution and closed my account. I informed my host on the site that I would be adding another bank and they sent me the link. I then won tens of thousands more, they immediately locked my account and are completely unresponsive. They have no customer service number and it was so bad and maddening that I was willing to FLY across the country to receive payment. They now have thousands of my money locked and its been days. When I got angry because of the constant bot filled email maze and getting the same form email 100x they accused me of having a gambling problem. Ive honestly never dealt with a company thats so incompetent in my life when it comes to customer service. I want my money.

  Customer Answer

  Date: 02/12/2023

  [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:02/01/2023

  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 opened a Draftkings account in early January. I initially attempted to deposit $100 through Paypal and Draftkings deposit process informed me it failed and would not work. I then made a deposit of $100 through my bank account which worked. I noticed the next day that the Paypal payment actually did go through. I requested Draftkings return the Paypal deposit multiple times to which I received conflicting email directions of either "request a return" or "Draftkings does not honor Paypal returns". Because of this I closed my Draftkings account and requested a full return of my remaining funds. I received the $100 paid through my bank account in my bank within 3 days. I have never received the remaining $95 of my Paypal deposit to Draftkings. I filed and closed a Paypal dispute and Draftkings has continually requested that I close the Paypal dispute before refunding my money. The dispute has been closed and they still will not refund my remaining balance of $95 and only respond with a form-letter email asking me to send in personal information to confirm my identity and to close the Paypal dispute. I am simply asking Draftkings to refund my remaining funds from my "closed" account to either my Paypal account or my bank account to which they have already confirmed my identity and accepted deposits from - they have to-date failed to do so.

  Business Response

  Date: 02/22/2023

  We appreciate this player reaching out to us. At this time the player has asked for their account to be closed. If anything else is needed we will be happy to help

• Initial Complaint

  Date:02/01/2023

  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.

  The issue began on 1/25. Draftkings notified me that my account has been restricted. They then asked me for ID verification by sending a picture of my ID and proof of address. I provided them with my ID and proof of address immediately. They confirmed this was received and it was being reviewed. Since then I have not heard anything back. It has been 7 days without resolution. They currently have locked my account and I can not even remove the $475 I have in my account. Not only are they preventing me from using their site but they are holding my money which prevents me from even leaving. I want them to clear my account restrictions immediately.

  Customer Answer

  Date: 02/12/2023

  I have not heard from the business in response to my complaint. My account is still restricted and I have no access. They refuse to resolve it in a timely manner. It has been 18 days now since my account became restricted. 

  Business Response

  Date: 02/17/2023

  We appreciate this player reaching out to us. This account has been reinstated at this time. 

• Initial Complaint

  Date:02/01/2023

  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 open an account with them on 01/29/2023. I wanted test deposit and withdrawal. So, I made 2 deposits. One for $5 and another for $25 on 1/29/2023. On 1/31/2023 I then attempted to withdraw $25. They replied that my request was submitted and I would receive the money in 1-2 days. Today (2/1/2023) I went to track my withdrawal and it says THEY cancelled my withdrawal because I used 2 accounts. But that is not true. I contacted them and got the automated run around. I think it's safe to say they failed the test. I no longer trust this company and want a complete refund of ***********. After encountering this problem, I checked with BBB (Which I should have done upfront) they have a "F" unaccredited by BBB rating. The complaints filed against them are similar to mine. It seems to be a pattern here to gain the "float" of people's money by making it difficult to make withdrawals. You'd think with all the ** ads they would be more credible.

  Business Response

  Date: 02/20/2023

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

  Customer Answer

  Date: 02/21/2023

  
  
  Better Business Bureau:

   

  The Business has completely resolved issue to my full satisfaction and I have no remaining concerns or complaints.  This complaint can be closed

   
  
  *********************

• Initial Complaint

  Date:01/31/2023

  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.

  Draftkings locked and restricted my account after a simple IP change on my end----claiming they did so because I was allegedly using a VPN or proxy which is not allowed on their site. A claim that is FALSE. I had my IP change nothing more. They are now demanding that I upload a utility bill or bank statement showing a full account number----neither of which will occur since I don't hand out account numbers from any of my financial records. The account has $51.92 in it which I am entitled to. If I don't receive the money in question I will be contacting the ******** ********************* I cannot believe a company doesn't know OR care about the difference between a simple IP change vs the use of a VPN or proxy?!?!

  Customer Answer

  Date: 02/12/2023

  I have not heard from the business in response to my complaint. Draftkings still has $51.92 locked in my account which they erroneously locked and restricted because of their misconception that an IP change results in some kind of hacking attempt OR other nefarious action on my account. I will be seeking recompense from the ******** Gaming Control Board.
  

  Business Response

  Date: 02/17/2023

  We appreciate this player reaching out to us. At this time we have reinstated the account. If anything is needed we will be happy to help. 

• Initial Complaint

  Date:01/31/2023

  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.

  In April 2022, after logging into my DraftKings account, I received a notification that restrictions has been placed on my account. I contacted customer support and was told all I had to do was change my password and upload a picture of me holding up my drivers license. After doing that, my account was still restricted. There is no number to call and it seems the only form of communication is e-mail. Responses take hours or days and you never talk with the same representative, which means you constantly repeat yourself.Finally, an agent told me that the real issue was something called a "chargeback" / pending disputed transaction on my account. I had no knowledge of this. I never disputed any transaction or charge. After additional months of back and forth, another agent explained to me that it was a PayPal dispute and if I could provide documentation from PayPal showing that the disputed charges were either not disputed or dropped, that would be sufficient. I was able to contact PayPal and get documentation showing that these transaction disputes were not pursued. They are the exact transaction amounts provided to me by DraftKings agents. I uploaded this documentation and was told it was STILL not sufficient. Yet I receive "welcome back" e-mails all the time... At this point, this seems like an issue between DraftKings and PayPal and it feels like DraftKings is holding my account hostage. I have cooperated with everything DraftKings has asked me to do. I have uploaded personal information, most notably the picture of myself with my full drivers license, which makes me nervous to have this info floating around.I have lost dozens of free contest tickets as they have expired, missed out on playing in contests for the entire football season, and have no ability to utilize my account 'DraftKings Dollar' balance due to these restrictions. As a long time customer, I would like to continue using their service, but what kind of treatment is this?

  Customer Answer

  Date: 02/13/2023

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

  Business Response

  Date: 05/27/2024

  At this time the player has filed a chargeback dispute against DraftKings. Until the dispute is dropped we will be unable to reinstate the account, per our terms of use. 
  
  

  Customer Answer

  Date: 05/28/2024

  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.]
  

   

  I filed this complaint 16 months ago. The BBB attempted to contact DraftKings multiple times and after getting no response, I was alerted that the business failed to respond to my complaint. Today, 5/28/2024, I received a notification that the business has responded. Again, this is 16 months later and the response indicates that they did not even read my initial filed complaint. The initial filed complaint explains the issue regarding transaction dispute and the steps I had already taken with DraftKings to resolve the issue, providing everything they asked me for.

  As a reminder, the following was my initial filed complaint

   

  ....."In April 2022, after logging into my DraftKings account, I received a notification that restrictions has been placed on my account. I contacted customer support and was told all I had to do was change my password and upload a picture of me holding up my drivers license. After doing that, my account was still restricted. There is no number to call and it seems the only form of communication is e-mail. Responses take hours or days and you never talk with the same representative, which means you constantly repeat yourself. Finally, an agent told me that the real issue was something called a "chargeback" / pending disputed transaction on my account. I had no knowledge of this. I never disputed any transaction or charge. After additional months of back and forth, another agent explained to me that it was a PayPal dispute and if I could provide documentation from PayPal showing that the disputed charges were either not disputed or dropped, that would be sufficient. I was able to contact PayPal and get documentation showing that these transaction disputes were not pursued. They are the exact transaction amounts provided to me by DraftKings agents. I uploaded this documentation and was told it was STILL not sufficient. Yet I receive "welcome back" e-mails all the time... At this point, this seems like an issue between DraftKings and PayPal and it feels like DraftKings is holding my account hostage. I have cooperated with everything DraftKings has asked me to do. I have uploaded personal information, most notably the picture of myself with my full drivers license, which makes me nervous to have this info floating around. I have lost dozens of free contest tickets as they have expired, missed out on playing in contests for the entire football season, and have no ability to utilize my account '********************** Dollar' balance due to these restrictions. As a long time customer, I would like to continue using their service, but what kind of treatment is this?".....

   

  Again, as directed by DraftKings employees, I obtained documentation from PayPal showing that transaction disputes in question were not followed through with and were closed. All of this documentation was uploaded. 

  The response by the business is not acceptable and shows a lack of customer service, caring and quite frankly a lack of competency on their part. 

  
  Regards,

  *******

   

   

  Business Response

  Date: 08/06/2024

  In reviewing this complaint we consider this matter resolved and have communicated as such to the customer several times. If anything else is needed we will be happy to help.
  
  Brandon 

  Customer Answer

  Date: 08/06/2024

  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 # ********.

  Issue is not resolved as my account still has restrictions placed on it. I have cooperated with everything the company has asked me to do including providing a selfie holding up my drivers license (ssid?) and providing them with documentation from ****** showing that each transaction they are questioning had the prior disputes closed and not followed through with.

  Despite cooperating and providing this documentation, I have never received a straight answer as to why the exact documentation they asked for is not sufficient. Instead, they continue to hold my account hostage and implore me to pay them a sum of money that was never returned to me in the first place.

  I do not accept this response and am appalled at the way DraftKings does business. Notice how they simply respond saying the issue is resolved while not including the result of this supposed resolution.

  
  Regards,

  *******

   

   

• Initial Complaint

  Date:01/30/2023

  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 opted in to a promotion that they have going on. I was not granted my bonus credits. I am owed 2 ***** credits. I have written them several times and requested a call back. I keep getting bogus responses such as I was credited or that I used the credit. None are true. I have to fight them every time to be credited. This time, they wont credit me. I met the stipulations to receive the credits.

  Customer Answer

  Date: 02/10/2023

  [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:01/30/2023

  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.

  The buisness sends out emails like these then does not allow us customera to place the bet its faulse advertisimg and i plan on fileing a class action law suit

  Business Response

  Date: 02/07/2023

  This matter has been resolved via our customer service team. If anything else is needed please let us know

• Initial Complaint

  Date:01/30/2023

  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.

  I signed up to play at the online casino for DraftKings in October 2022. After depositing $10,000 my account was locked and documents requested - I was not made aware that depositing would trigger this. I submitted these documents but they have not been accepted. The reason for not accepting the documents is the casino is requesting a Debit Card Statement. I supplied a Bank Statement which is connected to my Debit Card and shows my Debit Card transactions. The Bank Statement does not list my Debit Card number nor does any Bank Statement as far as I know. The request is incorrect. I have been emailing and calling for 3 months and the casino will not help and have since stopped responding. I am unable to access the $10,000 deposit even to withdraw it and walk away - which is all I want now.

  Business Response

  Date: 02/17/2023

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