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Complaint Details
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Initial Complaint
03/14/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
DraftKings sent me an email (which Ill send a screenshot of) informing me of a 100% deposit match for casino play up to $1000. It did clearly state play through required (meaning the deposit made had to be played before the bonus match would be added). After opt-in it sends you to their app where I then deposited $400. I played through the $400 many times over losing all but $100 of my original deposit. Feeling discouraged for losing (but thats how gambling works and I understand that) I felt assured that at least I would have the $400 in free credits to try to make some of my money back. I checked my account and only $29 was issued. I inquired about this and was told that for every $50 played $1 is credited. In other words the deposit has to be played through 50 times in order to receive the 100% bonus they promised. To state this more clearly, Id have to wager $20,000 to get the deposit match. In my opinion, this constitutes false advertising. How can it be a 100% match if Id have to deposit much more additional money to earn it? Besides, the email does not clearly state that as they suggested it did. I stated my case with customer support with no satisfaction so here I am at BBB. Thank you for your assistance ****Customer response
03/27/2022
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
**************************Initial Complaint
03/13/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
Deposited money on draft kings played 1 day to get play thru bonus.bext day account locked wasent gave ant reason for this.just they wanted documents.id card info.ive done all they have ask an now there not responding.hope you can resove this issue i dont know what else to do .thank you
Business response
03/23/2022
This account has been reinstated. If anything else is needed we will be happy to help.Initial Complaint
03/12/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
DraftKings put out several misleading advertisements stating "bet $1, win $100 no matter what" as a promo. I used the affiliated link and used the promo code to sign up. There was no details given, other than bet on the *** game, and win no matter what. I bet money and I did not receive anything, with them saying I needed to have played "Sportsbook" instead of "Fantasy", but "Fantasy" was the first thing on the homepage after I signed up and clicked on the *** tag. This was clearly fraud to extort money using misleading advertising.Business response
03/29/2022
We appreciate this player reaching out to us. If they can please provide us with their DraftKings username as well as a screenshot of the offer they received, we will be happy to investigate.Initial Complaint
03/12/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
I have a draftkings account under my name, along with my boyfriend who i live with ( we opened up my account due to promotion). My account was all of a sudden locked yesterday with no warning Or anything while i had bets currently active in which they won so i have no idea if they paid out. I also had an additional 500$ or so in the account i have no access to. I have not heard anything back from customer service can't call the company or anything and I'm getting very worried. They are saying i have multiple accounts under my name which makes 0 sense because you need multiple identifications for that. They think this because i set up an account with my boyfriend for their own promotional reasons and now im getting locked out? I need my account unlocked asap so I can get my funds back! How can they just hold onto funds like they own it?Business response
03/23/2022
We appreciate this player reaching out to us. We have processed a withdrawal for the account balance. If anything else is needed we will be happy to help.Initial Complaint
03/09/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
I received a Draft Kings gift card for Christmas and when I went to redeem it, it says "gift cards are not accepted at this time."I contacted customer service and was told "After reviewing with the correct department, DraftKings gift cards can't be used to deposit into Sportsbook in CT; they can be used on DFS in those states, but not Sportsbook."On the front of the gift card it states: "VALID ACROSS: DraftKings Daily Fantasy Sports, DraftKings Sportsbook, and DraftKings Casino." When I try to redeem the gift card I can't so then why and how are these gift cards allowed to be sold. This is the exact definition of false advertising. To add onto this I was told "We do offer several methods for depositing. If youd like to give another method a try." . How would you feel if you received a gift card and went to deposit the money you got as a GIFT but was told you cant deposit the gift card but you can pay out of your own pocket and well just keep the gift card to yourselves. Thats not fair is it?Business response
03/29/2022
We appreciate this player reaching out and providing their feedback. We understand that this might not have been the experience the player was hoping for and we have credited their account with a makegood. If anything else is needed we will be happy to help.Customer response
03/30/2022
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
***************************Initial Complaint
03/07/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
My Draftkings account was locked until I verified my information randomly over a week ago. I submitted the verification immediately but then was told I had to wait on an account I have had no association with ever, to also verify theirs. After giving it a week and begging for more information as to why my account was locked, I was told it was due to sharing devices with other accounts. I have never used my device with an account besides my own and am positive someone didn't do so without my knowledge. After explaining this to the customer service representative, I was told they still needed to wait for the other account to verify theirs before anything could be done. I am still waiting for a random account who doesn't seem to care about verifying anything and with who I have never associated myself with, to complete their end of this before anything can be done. I have used DK for over a year and a half and this seems to mean nothing to them. The customer service portion of their service is abysmal. I have been part of approximately 15 different email threads and every single one of them has a different representative emailing me back after sending a singly email. They all offer no solutions or help and don't explain what is going on, so I have just been in limbo waiting this entire time. I have tried joining the call queue 3 different times and every time never received a call after 5-6 hours and gave up. Every time an email thread starts to look promising, they just stop responding and I am back to square one to explain the entire problem all over again to a new email thread and the new assortment of representatives who rotate in every other email. At this point, I just would like to prove that my account is mine, and I have done nothing wrong, and I have told them this multiple times but they offer ono solutions and then ignore me. My account has been wrongfully locked up and I see no end in sight.Business response
03/16/2022
We appreciate this player reaching out. This account has been reinstated. If anything else is needed we will be happy to help.Initial Complaint
03/06/2022
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I run a lot of money through Draftkings and was added to their VIP program. The service Ive received over the last few days is anything but VIP.On 3/3/2022, I placed a bet on a 16 game college basketball parlay that hit! My winnings was to be approximately $4,780. Immediately after my win, Draftkings restricted my entire account because I triggered a taxable event. Ive completed a w-9 AND sent them a photo of my drivers license. Going on 72 hours now, my account is still locked. Draftkings has no problem taking our money, but as soon as we start to take their money, they lock our accounts. Youve caused me to miss out on 3 days worth of betting. GIVE ME MY ACCOUNT BACK!Business response
03/16/2022
This account has been reinstated. If anything else is needed we will be happy to help.Initial Complaint
03/05/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I downloaded draftkings because a friend recommended the app. I downloaded the wrong version of the app and created an account and deposited $100 for their promotion but found out it was the wrong app. I tried to immediately withdraw the money to deposit it into the correct app which the log in information for one worked for both but the money nor the promo was transferred. The only option they gave me was to refund to my PayPal or via check. I use to have a PayPal which the account is no longer active I recently found out but I already provided them with the email for my refund and proceeded to deposit another $100 to the new app. I contacted them to inform them that that PayPal account is no longer active if they can refund it to me back to my original payment method they told me I have to wait for PayPal I told them I no longer have PayPal if they can just cancel that refund before it goes out and send it in a different form. They sent me a ticket and I was locked out of my account for no reason they claimed I violated their policy which I did not. They told me they would send me the $98 that I had in that account via check but at this point I dont trust them and would like for them to immediately refund both $100 and $98 to my bank account. They gave me no reason as to why my account was locked which I believe it was locked because I complained about the first refund. When I read other reviews from other people regarding their services a lot of people complained about issues with withdrawing money or them paying people for the bets they win. This is fraudulent and I want my $200 back in my bank account please. Immediately. I can not afford for them to scam me out of that amount of money. I have emails from them promising me to refund me but no actual response if they can refund it in a different way they just tip-toe around my request. Please help me and CUSTOMER BE ****!!!!Business response
03/28/2022
We have resolved this matter via customer service at this time. If anything is is needed we will be happy to help.Initial Complaint
03/05/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
I bet that this player wouldn't score a goal the ticket says point something is wrong with the app. They stole $1500Business response
03/29/2022
We appreciate this customer reaching out. This bet was settled correctly and we have informed the player as such. If anything else is needed we will be happy to help.Initial Complaint
03/04/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
My account was compromised over a week ago and about $145 was depleted from my account. I have made contact with Draftkings everyday and have grown frustrated with their lack of process and communication. They went from providing vague responses to my concerns and the inability to deliver a timeline for the solution to several days of not responding to my emails. I have asked for a manager to contact me and that has not happened. My account has been locked and I have missed out not only on the ability to bet but some promotional offers that everyone else gets to take advantage of. They dont seem to have any policy or process in place and dont seem to take the fact the my account got hacked serious. The tracking of how my funds were accessed is clear from the transactions in my account and the bets made during the fraudulant period are not even allowed in the state I am from. The fact that they have totally stopped communicating and the canned responses they have given are of great concern to how this company handles such issues. I have asked for my money back, mentioned I would file a complaint to the BBB and they give zero response. By only offering an email option to communicate they control everything.Customer response
03/17/2022
I have not heard from the business in response to my complaint. I have asked multiple times to speak with a manager and that request gets completely ignored. I try to go to their live chat that they say is a way to communicate and there is no option and it send you right back into the email cue. I submitted a request form to be contacted by phone and that request was sent directly into the email cue. I have read multiple complaints about Draftkings handling other customers the exact same way, which says they have a very serious customer service problem and no system at all in place. They are 100 percent defiant in my requests and it has been 3 weeks with nothing from them other than a canned response that I am pretty sure no is robotic. This comapny needs to be held accountable for having such shoddy service practices.Business response
03/29/2022
We appreciate this custome reaching out to us. We have followed up with their support ticket with next steps on how to get their account reinstated.Customer response
03/29/2022
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,***
Draftkings replied to me today to tell me they have concluded that all my transactions were valid and if I would just make statement that I agree with that finding they would unrestrict my account and that I should report my issue to the police. Essentially they are saying my account was not compromised and I must have made the bets that wiped out my account. They are clearly trying to put this issue on me. The problem is that the type of bets, casino bets, are not allowed in ******** and are only allowed in one or two states so its absolutely impossible that I transacted such bets in my account. It was an erratic betting pattern at the wee early morning hours and when I tried to login that same morning my account was locked. I am actually dumbfounded that Draftkings could not put this together themselves and for a Publicly traded company of this size, its scary to be a part of some shady practices. ************ basically said they could not verify how someone else accessed my account. This is a very serious matter that needs to be addressed. They are now putting my character into question by their accusations and I do not and will not accept their false responses. They have not resolved this issue at all and have actually now made it worse.
Business response
04/07/2022
This account has been reinstated. If anything else is needed we will be happy to help.
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