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:01/08/2023

  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.

  I wasted hours of my life trying to redeem the *free* play promised by a Draftkings rep at ******** in September. He promised more than $200 in free play if I created an account and deposited money on the spot, which involved bank fees. My husband and I were lied to by the person who signed us up at ********. We tried to use that free play and couldn't because we had to be in ** to use it. We waited months to go back and be able to use it, then we couldn't use it in ********...or ********************************* **. I followed all of the instructions, yet the Geolocation error popped up over and over. I tried at least 15x while in CT. It was infuriating. I messaged DKs representative after all of the attempts and never received a response. It is deplorable to scam good people while trying to enjoy some time away. I paid fees to get all of this *free* play, and my personal and financial information was captured under false pretense.I would like my *free* slot play converted to sports book betting, since that is the only way I can use it in NH.

  Customer Answer

  Date: 01/19/2023

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

  Business Response

  Date: 02/08/2023

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

  Customer Answer

  Date: 02/08/2023

  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.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Cara

   

   

• Initial Complaint

  Date:01/08/2023

  Type:Order 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.

  My name is ***************** been using Draftkings for fantasy and the sportsbook for several years with no problems. But recently I am having a serious and disturbing issue with the DraftKings fantasy and sportsbook website. The issue is very simple. I cannot log into my account since November 27th, my account has $1,013 in it. I deposited 1k back in October. The way I log in was by getting a numerical 4-digit code sent to my email address. So back in November, when I tried to log in, this code was no longer allowed to be sent via email so they send the code to my phone number that I had registered to my account. The problem is that phone number is a landline not an iphone. So I cannot get a code so I cannot log in, I am completely locked out. I contacted **************** back in November via the website and email. I created several tickets about this issue. These people are so ridiculous, that I am shocked by it. They been telling me since the beginning of December, that I will receive a call from them. They tell me almost every other day that a call is coming. They give me the same response that "we know how frustrating this is etc., rest assured, we're working diligently to get everyone's requests handled efficiently as possible. We greatly appreciate your patience during this process. If you have any additional questions or issues, please don't hesitate to let us know" (Draftkings Customer Service).Today and last night, the last two email responses from them were so dumb, it's insane. I been asking where to send a picture of my driver's license with my face next to it. ***** and ******** told me to go to the Draftkings website, "log in" and upload it there. If the issue is being locked out of my account, how can I log in? You know how much time I have wasted talking to these people? I want a resolution now. This is completely ridiculous, this situation can be solved very quickly as I have been a customer there for years, please help.

  Customer Answer

  Date: 01/19/2023

  Yes, they always had kept in contact with me through email but the issue was the repetitive responses and solutions provided through those emails. I created several tickets and they promised someone would call me but no one ever did. Finally, after a few months a few customer support representatives gave me a viable and easy solution to get back into my account. They asked me to provide them through email a new mobile phone number and then they would update my account with that new number, which they did very quickly. Then, I was finally able to upload a SCID (a picture of my face next to a personal identification card like my driver's license). After about 24 hours, I was ale to get back into my account, my funds were still there and I was relived and very happy. 

  I never had an issue with the website or getting paid etc., it's a terrific sportsbook and fantasy website, absolutely terrific. I just had a big problem trying to log back in after I was locked out and I suspect it was probably due to security issues they were trying to enhance or safeguard. I think that is a good thing that they are trying to make sure people are not getting hacked or getting their fund stolen, I just had an issue with the repetitive responses and lack of real help that went on for months.

  Their customer support needs to be better. They need to actually read what is being written and provide a quick solution. 

  [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:01/08/2023

  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.

  I been using draft kings since it opened in **** to sports bet everything was going fine till I tried to cash some of my money out . Realized I missed spelled my gmail account I accidentally put ********************* so I emailed them to correct it they did . Thats when they fixed it and the trouble started . They ask for I.d . And my face besides it . They email back after I did and said it was blurry . So I sent it again no answer then received email it still was not good enough. So sent it 8 more time then no response. They have 213 dollars and some change I cant bet or withdraw. Because they have restricted my account and wont reply anymore . I either want my account unrestricted so I cant bet or I want them to send my 213 dollar back to my debit card and close my account

  Business Response

  Date: 01/27/2023

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

• Initial Complaint

  Date:01/07/2023

  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.

  My issue with Draft Kings is that they put a restriction on my account that does not allow me to do anything within the account, even withdrawing my own money. I have about $6,000 in my account right now that I would like to withdraw and Draft Kings will not allow me to do to the account restriction that they put on my account with no explanation. Ive attempted to reach out to customer service multiple times and theyve only responded to me once (due to a previous inquiry that I had). Theyve asked for an excessive amount of personal information to verify me, and *** provided them with everything requested of me. At this point, I would just like to withdraw the large amount of money that I have sitting in my account.

  Customer Answer

  Date: 01/18/2023

  [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:01/07/2023

  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.

  When I went to create a Draft Kings account, someone had already used my information fraudulently to create an account associated with an email I had never even heard of. I notified Draft Kings that someone that isnt me was committing fraud if there was already an account associated with my personal information, as I hadnt made a Draft Kings account. *** repeatedly explained the situation, asking them to deactivate any account associated with my personal information, as someone is using fraud to bet with my name. They keep sending the same response, obviously not bothering to read what Im saying. They have no way to contact a real person. This is identity fraud, its a crime, and its serious. And they have no way to handle it efficiently. Ive never been so unimpressed by a company. Never do business with Draft Kings. They clearly dont care about your personal information. Do not trust them with your money or your personal information. Im working right now with a state regulator to take action against them. Worst customer service ever. Should be against the law to operate a business that puts peoples security at risk and just doesnt care the outcome or bother to even have a number you can call.

  Business Response

  Date: 08/25/2023

  At this time we have contacted the player directly. If anything further is needed we request the player reach out via their support ticket.

• Initial Complaint

  Date:01/07/2023

  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 made a bet on draft kings and currently have $161.00 in my balance. I attempted to request a withdrawal but it states that it is going to send me a code to my email to verify. I have not received the code so I reached out to draft kings multiple times for assistance and no one is responding to assist me. A few times, they have reached out and asked for a reply then I reply and they close the inquiry without assisting me. I contacted them on 1/3, 1/4, 1/5, 1/6 and today, 1/7. Draft Kings is always quick to respond to anyone else but will not assist me in accessing my funds.Below are the tickets created and the person who closed the ticket without assisting me:Ticket number ******** - Assigned to **** - Ticket is showing solved (this was not solved)Ticket number ******** - Assigned to ******************* is showing solved (this was not solved)Ticket number ******** - Assigned to ********** - Ticket is showing solved (this was not solved)Ticket number ******** - Assigned to ************************* responded to help and told me to reply if it still isn't working. I replied to **** then he closed the ticket as solved. Ticket is not solved Ticket number ******** - Assigned to ************ - Ticket is showing solved (this was not solved)Ticket number ******** - Assigned to ************ - Ticket is showing solved (this was not solved)Ticket number ******** - Assigned to *********************** is showing solved (this was not solved)Ticket number ******** - Assigned to Draft Kings CX Team - Ticket is showing solved (this was not solved)I am running out of space to show the additional times that I have reached out for assistance.

  Customer Answer

  Date: 01/18/2023

  [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:01/07/2023

  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 placed a bet with draffkings and won $677 dollars. When I tried to withdraw it was not giving me a option. I emailed them and they keep sending back emails with no resolution. Then I noticed it was only 330 on there like half of the money was placed on a bet. When I tried to screenshot it my account locked. I been locked out for a week now and I sent drivers license and mail showing proof of address. I sent over 10 emails and no one has reached out or fixed my problem. I would like my initial money I won. I don't like the way this company handled my issue and I feel they rob me out my money

  Business Response

  Date: 01/27/2023

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

• Initial Complaint

  Date:01/07/2023

  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 has restricted by account with over $3,000 in funds. I cannot bet, deposit, or withdraw my funds. I have been in contact with customer support for over two weeks now. They have requested I send in my driver's license, a selfie of me holding my driver's license, bank statements, proof of address, official government proof of address and venmo bank statement. I have submitted everything, yet there is no progress and my account remains restricted. They asked for a PDF copy of a venmo statement. Venmo as a company does not offer any official PDF statement, only a statement in .csv (excel) format. I even reached out to Venmo customer support and they said they are unable to provide me with a pdf statement. As a result, I submitted a pdf, converted from .jpeg picture of my venmo statement. Draftkings customer support said they have reached out to their "internal team". My question of why is it taking so long, or what the problem is remains unanswered.

  Business Response

  Date: 01/27/2023

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

• Initial Complaint

  Date:01/06/2023

  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.

  Hello this has been a long process. I requested to get my email changed on Monday because it was no longer in service. Once my email was changed now without anyone contacting me my account is restricted for no reason. And no one has reached out to me for 4 days now. I won $7,500 on Tuesday and now my account has been restricted. Its never been restricted after I lost many times. This is literally unacceptable on many ways. Now my account is restricted and now I have $0 I can withdraw from now. I cant even play, or anything. I have reached out to customer service, ******** and nothing at all. They asked me to upload a picture of me holding my drivers license and I have completed that. Now I havent received a response since. My username is 216daland

  Business Response

  Date: 01/27/2023

  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:01/06/2023

  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.

  DRAFTKINGS has frozen my account since Aug. 22, 2022. They claim they wanted to verify my address and that I am who I say I am. I sent them countless emails of me holding my drivers license over my head. I've even sent them utility bills. They reply were on it we understand your frustration yad, yad, ya. I also made a $1000 bet and won. They paid me in crowns. I played and paid in cash. Pay me in cash.

  Customer Answer

  Date: 01/17/2023

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

  Business Response

  Date: 02/03/2023

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