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:01/11/2023

  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 am a new user of ********************** Sportsbook. After some time of playing, I decided to withdraw the amount from my DraftKings account to my Venmo account. The amount was $1,100. I have done that before, and the funds quickly showed up in my Venmo account within 1 to 2 days. However, after I withdraw the $1,100, I have not seen them in my Venmo account. It's been almost 2 weeks now. I have contacted DraftKings support many times now via email and they only responded once saying "we will look into it". Can someone please help? Is there anything at all that can be done? I really feel I have been wrong done and taken advantage of.

  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. 

• Initial Complaint

  Date:01/11/2023

  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 transaction occurred between 1/1/2023 to 1/6/2023. I opted into a DraftKings promotion in which they claimed they would award me with $200 of free bets after my first $5 bet. I discovered that $200 had been taken out of my bank account. I tried to withdrawal from my DraftKings account and another $200 was taken out of my bank account. After going through their Q&As I discovered that only winnings could be withdrawn and refunds needed to be conducted through customer service. (This was not clearly disclosed in the Terms listed when I opted into $200 deal.) I contacted customer service for a refund on 1/6/2023 and again on 1/9/2023 and have yet to get any response from their customer support team.

  Business Response

  Date: 03/08/2023

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

• Initial Complaint

  Date:01/11/2023

  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.

  ON 11/20/22 I RECEIVED EMAILS BEGINNING AT 12:45 AM THAT THERE WAS AN ATTEMPT TO SIGN IN TO AN ACCOUNT I HAVEN'T USED SINCE 3/2022. ONCE I ATTEMPTED TO SIGN IN TO THE ACCOUNT I NO LONGER HAD ACCESS AND THE SCREEN NAME WAS NO LONGER VALID. I REACHED OUT TO DRAFTKINGS AND THEY RESPONDED RIGHT AWAY ON 11/21 THAT SOMEONE SIGNED IN AND CHANGED ALL MY INFO. THERE WERE A TOTAL OF $10,000 IN CHARGES AND THEY SAID THEY WOULD GET BACK TO ME. THAT WAS THE LAST RESPONSE OR COMMUNICATION I HAVE HAD WITH THEM. I HAVE LEFT DOZENS OF VOICEMAILS AND DOZENS OF EMAILS WITH NO RESPONSE TO ME GETTING MY MONEY BACK. I HAVE FILED MULTIPLE CLAIMS AND THEY KEEP GETTING DENIED FROM MY BANK AND MY BANK KEEPS TELLING ME TO CONTACT DRAFT KINGS BUT NOONE RESPONDS.

  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:01/11/2023

  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.

  DraftKings is a Sportsbook and fantasy sports website I have used for years. On 1/1/23 I requested a $1000 withdrawal via Venmo. Normally it takes 1 day or less, then once processed by DraftKings the money is immediately dispersed into my Venmo account. On 1/2/23 DraftKings marked my withdrawal as processed. After a few days I notirfed the $1000 payment was never credit to my Venmo account. I contacted DraftKings via an App message (because they do not provide a phone number, you have to request a phone call) and was told via email that my payment was processed and it is a Venmo issue. I contacted ***** and they answer on the first ring and have been super cooperative any time Ive called. I uploaded a phone log call of the final time I talked to them. They have no record of the DraftKings payment and have 0 pending transactions pending. I have messaged DraftKings every day since 1/4 and requested a callback on their callback form for the last 6 days, with no call from them. I am supposedly a VIP however they are not looking into my issue and wont contact me. And they dont have a phone number so I cant contact them. I just continue to send message after message everyday. I want my $1000 that is mine that I withdrew! They will instantly take my money and but wont help me out to dig deeper into where my missing refund went. I even mentioned multiple times in my messsages we could conference call with ***** to figure out the problem but I get no response. Please help!

  Customer Answer

  Date: 01/21/2023

  [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:01/10/2023

  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.

  So I decided to play DraftKings/12 oclock in the morning the night before so I am the woman thousand dollars on the slots I have to put in 300 deposit and 300 into my DraftKings account now I wanna thousand dollars I would do the thousand dollars Ill put it in my account And I just started decided to keep playing with freshman although I end up depositing $250 out of my money $300 of DraftKings money back into their account. I want another thousand dollars they sent me a whole bunch of promotions telling me to play DraftKings ******************* I downloaded the app that day I link my accounts they put the money from my account that I had, and the first DraftKings into DraftKings sports yet , during that time Im learning a game I never played this thing before but I know I wanna thousand dollars so I figure if I lose thousand dollars I lose let me put **** miles back in and see if I win some more now that Im missing me doing that drafting interrupts my place as I have to sign a paper saying that my niece some time off the game I need to restrict myself restrict how much money I put into the cars have put all the $2500 and $25,000 into account thats too much I have a gambling problem I need to sign a paper. I saw the paper after I did the ******* slit DraftKings Pull me off the site kick me off said I needed some downtime from gambling so much for the world when I thought that was weird because I go on the app about twice a year about four times a year. Usually I go on the app so if I still wanna Avenham of the ***** learn some thing for a couple hours Because I like to thoroughly learn things so I can win thats the object I want to win these guys book me off the app saying that I deposit too much money I need some time and Im a ******** to **********. Ive been waiting all day trying to get back on this app and they will not let me get back on the app or see any of my winnings, see the tickets or anything that I have that yesterday And Im getting upset sending DraftKings all types of emails of the emails after emails. The only email they responded to was when I said oh I need them to re-open the app. Let me see what my ticket was. Let me see my best am I will do my losses. Let me evaluate this, and then I will be shutting my app down myself , I will be taking my money off the app and spending it elsewhere in a different casino. **** from DraftKings took it upon himself to send me a email stating that he is accommodating my request and shutting my account down via the app and if I try to reopen this app, I will have a Contacts support and all this other stuff. Five kings are doing something very illegal. They help me from my money all day And theyre cheating the customers I will not stand for this and I will once would be substantially Kompass it and I do one shoe better business bureau to look into this form of cheating and trying to make the customer look like he has a problem to justify them not paying people because thats what it is. It should be nowhere I should not be able to see that ticket .

  Business Response

  Date: 02/24/2023

  This matter has been resolved at this time. 

• Initial Complaint

  Date:01/10/2023

  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.

  Description of Incident / Dispute taken place on 1/9/2023 starting at 9:32am. I am simply attempting to withdrawal funds from my account which has a withdrawal-able balance of $23,206. The withdrawal was scheduled to be dispersed to my PNC checking account via an ACH payment. The withdrawal was cancelled and a restriction was put on my Draftkings account due to: "This restriction was placed to ensure the security of your account while we collect some verification information from you To verify your account, we will need the following: A Self-Certified ID (SCID): A SCID is simply a photo of you holding your ID (driver's license is the best) up next to your face. Bank statements in PDF form for your card ending in xx9764, and your Paypal account on file. This document will need to show your name, current address, and date within the past 60 days. Please make sure this information is clearly visible. I provided 2 bank statements with my name and address as well as a photo ID with myself in the picture. In August 2022 my credit card and PayPal information was stolen during an online purchase so I had to cancel my credit card and close my PayPal account. I uploaded multiple e-mails from PayPal with proof of the PayPal account closure as well as proof of my one and only other previous Draftkings withdrawal to the PayPal account in January 2022. I also uploaded the corresponding PNC checking account bank statement which shows the withdrawal passing from Draftkings through my PayPal account and into my PNC Checking Account. Despite all of the information I uploaded Draftkings will not give me access back to my funds. Given their statement above, a restriction was placed on my account for identity verification purposes. I have given them every piece of information I possibly can (excluding a birth certificate and social security card) considering my PayPal account had to be closed and PayPal does not keep record for statements of closed accounts. This is simply one form of deposit/withdrawal. There is no question of my identity, which they claim was the grounds for the restriction placed on my account, given all the information I provided them. This is unlawful and unjust to restrict a customer from their funds on false premises. Please aid me in getting access back to my funds. Ticket numbers related to this issue include: ******** ******** ******** ******** ********

  Business Response

  Date: 02/13/2023

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

• Initial Complaint

  Date:01/10/2023

  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.

  Im informing how very dishonest and a rip off that draftking can be. About 5 years ago, I (***************************) set up account on draftking for my quadriplegic uncle (*************************). I set up this account so he can play since he doesnt do anything else but lay in the bed and look at football so in his spare time him and my grandmother(*********************) play draftking . When They play, they usually win a couple of dollars here and there. One time they even hit a couple hundred dollars. Usually when that happens, they send an confirmation number to an email *************************** and you enter the number in and you can have it email or mailed to you. Last time, we had it mailed to my uncle. Well on December 26, 2022, they hit for over ***** but this time was very different. This time I kept hitting send the confirmation # to the email and it never came to us. We did it like 4 times. And the funny thing about this situation, we I emailed the help desk about not receiving the confirmation # in the email and it sent us an confirmation to the email that we requested help from the help desk. After that, they blocked us on the whole account. This is very upsetting and frustrating to me. If you look at the account you see my debit card (***************************) .my uncle ********** (*************************). So I have wrote to them numerous of time explaining the situation. They are asking for a picture of my uncle and a government photo id. He is a quadriplegic and be bedridden so long that he doesnt have a government id. I didnt even realized I put it in his name. Because the email is mine (***************************) and the phone # is also mines (***************************). Also the address is ours (106 ). Im willing to show a picture of me and my photo id to make the account active again . also I need for us to get our ***** we won. Over the years, we probably put more into it. My phone number is on the account and my email *************************** is on the account and my other email **********************

  Customer Answer

  Date: 01/20/2023

  I have not heard from the business in response to my complaint nor we cannot even access this account anymore.

  Business Response

  Date: 01/25/2023

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

  Customer Answer

  Date: 01/26/2023

  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. 

  I never received a response  or they never resolved anything.. the account is still inactive and we still do not have the money. They can give me a call to verify everything. They do not have a number that we can call anyone to get this resolved. This is very frustrating and disappointing.
  
  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,

  ********

   

   

  Business Response

  Date: 04/23/2023

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

• Initial Complaint

  Date:01/09/2023

  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.

  I HAD AN ACCOUNT WITH DRAFTKING AND THE ONLINE GAMBLING IS OUT OF CONTROL. I DISPUTED A BET BECAUSE THE ACTUAL BET WAS NOT MOVING. I CONTACTED DFRAFTKING AND EXPLAINED THEY HAVE A SOFTWARE PROBLEM. THIS IDIOT TOLD ME IT WAS MY INTERNET, I WORKED 45 YEARS ON THE INTERNET AND PROGRAMMING.I TOLD HIM THE PROBLEM WASIN THERE SOFTWARE AND WE GOT INTO A DISPUTE AT 8PM ON JAN 8 I PUT TWO SMALL BETS ON A FOOTBALL GAME. THIS VISCOUS PERSON LOCKED MY ACCOUNT IN MIDDLE OF A BET AND HELD MY DEPOSIT MONEY WHICH IS MINE.I COULD NOT RETRIEVE MY MONEY OR CASHOUT THE BET. I HAVE CHECKED ****** AND THEY SCREWED A LOT OF PEOPLE OUT OF MONEY. UNLESS THERE ARE CHECKS AND BALANCES YOU WILL HAVE A LOT OF THEFT FROM DRAFTKING AGAINST BETTING CUSTOMER.S. ********************** MISTAKE AND YET THEY ARE NOT HELD ACCOUNTABLE THERE ARE NOT ENOUGH REGULATIONS ON THE ELECTRONIC BETTING INDUSTRY I WANT MY OWN MONEY BACK 20 DOLLARS PLUS THE BET MONEY 30 DOLLARS. WHICH I WAS LOCKED OUT BY THIS VISCOUS HUMAN BEING. ****** MY ACCOUNT SHOWS THEY HAVE NO MORALITY FOR PEOPLE. THERE WILL BE A BIG PROBLEM IF RIGID RULES ARE NOT PUT IN PLACE

  Business Response

  Date: 01/27/2023

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

• Initial Complaint

  Date:01/09/2023

  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.

  On December 25, 2022 at approximately 11:50pm, I was getting ready to deposit $8.50 in to my draft kings account via my PayPal. I did not receive the usual deposit confirmation, so I assumed the transaction did not go through. A few minutes later I checked my account and found that my balance was $7.0098. I had never deposited more than $20.00 and my balance was at about $2.00 when I was going to deposit the $8.50. I immediately got in touch with draft kings via email, ******** leaving a message on their automated system, snd messaging on ********* I received a call back on 12/26 at 11:45am but could not take the call due to a family situation. The email from the draft kings rep said I would receive my refund in 5 business days. Today is 1/9/23 (14 days later) and I have not received my refund or any update on why an unauthorized amount was withdrawn in the first place. I've received spotty communication back in the form of ******* replies and a couple of emails. They have all states that the matter was being reviewed and a week ago saying the matter was being "escalated". No response to voicemail or additional emails. The matter is particularly concerning due to the fact that the money in my PayPal was primarily from donations via fundraising platform "Fundraizer" that was to go to the family of a deceased friend we lost due to canver. The funeral is Wednesday this week (1/11/23) and I don't know how I'm To explain this situation to the family, or the *************************************** to accept these donations and make sure they get to the family. The amount of emotional and physical anxiety this situation has caused is difficult to put in to words, I feel hopeless at a situation that occurred at no fault of my own. It looks like this is a bit of a trend with Draft kings, and it looks like Draft Kings may be more responsive in this BBB format, I pray that is the case with my situation.Username - Dosleprechauns Email - **********************

  Business Response

  Date: 08/25/2023

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

• Initial Complaint

  Date:01/09/2023

  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 have tried to get a hold of draft kings multiple times regarding error messages I am getting for logging in . I have money in an account there and have no access to it .. I have tried to contact them thru ******* email , reg email and chat and no one is responding or doing anything about it . I have sent them screen shots of the error codes and they are doing nothing they are holding my money and I have no access to it I have exhausted all options they require to get in touch and they will not respond or address the issue . They are stealing 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.