Complaints

This profile includes complaints for DraftKings, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

DraftKings, Inc. has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:12/05/2022

  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 know this may sound bizarre but, I started gambling with the hopes of coming up with the rest of my money to prevent eviction for me and my two kids who has autism. It was Thanksgiving weekend and Draftkings was running lots of promos. After depositing less than $60 on the account in a 3 day span I hit the Minor Jackpot for $4000 and felt so blessed and I was in disbelief. Because during those 3 days I kept hitting bonuses. I attempted to withdraw multiple times different amounts and each time it was rejected. I even tried to withdraw with PayPal and online banking and still no luck. When I called my bank they stated it was most likely being rejected because it was a scam. Especially once I disclosed the amount. So I played back the money for fun assuming I would get more point to exchange for prizes with the ** points. Like the **** headphones I won. Which isnt odd because I play another casino game that you spend real money and you earn points and can exchange the *** points for actual Prizes. Well I now know the money I won with Draftkings was legit. I could cry right now. I have eviction court on 12/9 and I filled out a tax form for money I was never able to cash out. I reached out to customer support and requested a call. They instead blocked my account, insinuated that I have a gambling addiction, and offered no other resolution. My bank statements show that I DID NOT deposit lots of my own money to ******. It was pure luck that I only spent about $60 and won such a big amount. Its unfair that they kept rejecting my withdrawal and provided no support to cash out and now they dont want to refund me. I want the $5200 I won. My bank even said it was a scam and thats why they kept rejecting it. After not being able to cash out through PayPal or Online banking I assumed I couldnt cash out. I want them to make this right. Their lack of support and technical issues with cashing out caused this mishap. Please make this right and give me back my money.

  Business Response

  Date: 12/09/2022

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

  Customer Answer

  Date: 12/12/2022

  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. 

  I want my $5200 refunded or I will seek an attorney. I will include damages and attorney fees in my lawsuits. Its unfair to consumers that DraftKings is quick to take our money, but is deceiving when it comes to withdrawing. What you are doing to people is unethical and I refuse to be a victim. Your customer support accused me of having a gambling addiction and blocked my account. I have a bank statement proving that I spent less than $60 of my own money when I won the $5200. I want a refund for my entire $5200 and thats fine you all can keep my account blocked forever. I just want what I am owed
  

  Business Response

  Date: 12/19/2022

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

  Customer Answer

  Date: 12/19/2022

  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,

  Brooklyn

   

   

• Initial Complaint

  Date:12/02/2022

  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.

  Good afternoon, I have been a customer with ********************** for many years and for the most part have been very happy with their services. Recently on 11/20/22 DrafKings put my account on a restricted basis because they were supposedly hacked. I have been emailing their customer support and did receive a response back where they asked me to send proof I was who I was. DrafKings first asked me to upload a picture of myself holding my state drivers license next to my face which I did. The next step they asked me to do was upload a full PDF bank statement to their documents center, which I did. This still was not enough information and they asked me to upload two more accounts that I have not had access to in years and did not have statements for.I currently have a balance in my account in the amount of $206.63 which I would like refunded to me. DraftKings has no right to hold onto my money with no access to it. I have uploaded the latest email communication from DraftKings Thank you for your help!

  Business Response

  Date: 12/09/2022

  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:12/01/2022

  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.

  My Draftkings account was hacked. Someone withdrew $235, and draftkings could even tell they were suspicious as they denied the withdrawal a few times. This all happened randomly in the morning hours of November 19. I notice the withdraw request and subsequent processing by draftkings in my email a few hours later. I immediately reached out to draftkings to report the fraud. Im getting NOTHING but automated responses. They are doing nothing about the issue. I offer into my account and the hacker had set up a 2FA with some random phone number, added their own credit card to the account, deposited a small amount of money (~$2) to establish credibility then withdrew the entire account to that card. These are some sophisticated hackers. THAT DAY I catch the issue and cant get a response from DraftKings, so I changed my password and closed my account all on November 19. I followed up with their garbage customer service over and over again and nothing but stick responses that they are looking into the account THEN, I get a message on November 30th reporting suspicious activity on my account again, which is SUPPOSED TO BE CLOSED! This hacker is going to steal more from me and DraftKings is doing NOTHING about it!!

  Business Response

  Date: 12/09/2022

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

• Initial Complaint

  Date:12/01/2022

  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.

  On 11/23/2022, I was alerted via email that an unknown individual(s) had hacked my DraftKings (DK) account and had proceeded to transfer sums of money from both my Venmo and AMEX that I had on file with my account. In total over the course of multiple transactions the hacker had transferred $1125 from Venmo and $175 from my AMEX. I already had $47 in my DK account, so the total sum in the account was now $1347. The hacker also added a debit card in my name to the account that was probably meant for transferring the funds to them if I hadn't caught it in time. I immediately logged onto DK and changed my passwords and 2-step verification. So now I had the money sitting in my account and the hacker could no longer access it fortunately; not a big deal. Over the next day or two I notified all of my banks and credit cards of the issue and filed reports with all of them. Meanwhile, the hacker tried to break into the account again, which resulted in DK admin locking it. DK also for some reason removed my email address and it is not longer registered with my username. Over the next 7+ days (and presently) I have used all of the methods listed on their Customer Support page to be put in touch with a support rep and each attempt as basically been ignored. I have submitted probably 30+ emails, callback requests, and voicemails and have received no assistance -- NONE! Occasionally I'll get a templated reply that they are investigating, but then they do not respond to any additional emails I send. The only other info that any of these emails have contained was info that I had told them already and nothing productive. They even told me that they unlocked the account when they HAD NOT, and even if they had, my email still doesn't register so I cannot log on. I have begged for assistance for over a week and have gotten NONE! It will take **************************************************************************************************************************** the theft.

  Customer Answer

  Date: 12/12/2022

  [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. 

  I was finally receiving some assistance on 8-9 December 2022 and got the account unlocked and could see my $1347 still sitting in there.  However, they required me to submit a photo with identification before they would enable the setting that would allow me to withdraw/deposit funds once again.  I complied on 9 December 2022 and have not heard anything back since, despite my continued attempts at contact.  But more importantly, I attempted to access the account this evening (12 December 2022) to see if the issue had been resolved, which it had not, but now $180 was magically deducted from my original $1347! As shown in my attachments, there is no transaction history for the month, so I have no idea what happened to that money and why it is gone.  I need them to assist and they refuse to actually provide support. This is getting to the point where it is grand theft because they are not giving me back my stolen property that exceeds $1000 that they are in possession of despite my constant attempts to receive assistance and now money is magically being removed.  What are my options now.  I need more help.  Please advise. Thank you all for your continued assistance!

  
  Regards,
  
  *********************

• Initial Complaint

  Date:11/30/2022

  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 tried to deposit $20, and through some error $9,393 was deposited from my account. I tried to withdrawal the funds but DraftKings locked my account. I have submitted all the requested proof such as drivers license, utility ***** ****** statement, license with my face in the picture. However, I have not had any response from the company. I just want to withdrawal my money that was deposited in error.

  Business Response

  Date: 12/19/2022

  We appreciate this player reaching out to us. At this time we have reached out to this player on their customer support ticket. Once they follow the instructions on the ticket we will be able to move forward with reinstatement. 

  Customer Answer

  Date: 12/19/2022

  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,

  *****

   

   

• Initial Complaint

  Date:11/30/2022

  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 recently restricted my account while I was trying to place a withdrawal. DraftKings cancelled my withdrawal and the money is still in there. I complied completely with their customer service and sent in the requested documents. I have since received little response from customer support, I would like to have my account reinstated, so I can withdraw the money that is currently being held in my account.

  Business Response

  Date: 12/09/2022

  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:11/30/2022

  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 have deposited money into DraftKings Casino several times never large amounts. I won 150 dollars on thanksgiving day 11/24/2022 which I requested a withdrawl for this amount to be sent to a temporary address I stay to care for my sick Grandchild. Although my address didnt match my drivers license I sent in all documents they asked for and asked them to correct my address on their end. There has been many emails back and forth but they have decided to lock my account and I have no access to the money I won. I feel like this was an easy problem to solve o. Their end but they choose to ignore and reply with we have our team working on this.Please help me find a solution to this problem as Im beyond frustrated I have now been waiting almost a week for this issue to be resolved and Im terrified I will never get the money I have attached pictures of my account being restricted and the balance in my account which I have no access to since they locked me out

  Business Response

  Date: 12/09/2022

  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:11/30/2022

  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.

  I had deposited $200 with DraftKings ******************* on 11/29/22. As a result of a promotion I had clicked on at some point, DraftKings appeared to show an additional $50 of credit in the account. I played for roughly 1 hour and decided to withdraw the $200 in funds I had deposited as my balance was just over my initial deposit (around $210, or $260 less the $50 credit DraftKings had added). Upon attempting to withdraw, I was informed I was unable to do so due to promotion, and that the funds I had initially deposited would be forfeit, despite the fact that no funds had been lost during the course of play.

  Business Response

  Date: 12/19/2022

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

  Customer Answer

  Date: 12/19/2022

  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,

  *****

   

   

• Initial Complaint

  Date:11/30/2022

  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.

  I have been locked out of my account for failed password attempts since Saturday 11/27. I have attempted the following ways to get the issue fixed; ******* dm, customer support report/ticket, customer support voice-mail, customer support callback request, ******** dm, Instagram dm. They do not have a chat(although they claim they do, I've never seen it to access), they do not have a phone line for support. I keep getting the same response that they've escalated to the team responsible, and will contact with an update. However, the only follow up I received was a survey asking for feedback on the support I've received. *********************** is my account email. I play their *** NFT contests, and I am at risk of missing next week's contests, which depreciates the value of my investments by holding these nfts without being able to use them.

  Business Response

  Date: 12/09/2022

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

• Initial Complaint

  Date:11/29/2022

  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 had cashed out multiple bets a total value of $700 that have been credited to my account only for me to open the app a few hours later and the money to not be in my account. I would like a refund for my cashed out bets that were posted as a loss as they were settled and the money was in my account before any of the bets settled. Thats what cashout is. $260,95, and 75 tonight alone on $270 in bets. If it were a few bucks, it wouldnt be an issue, this is ridiculous. I have mentioned this to the company and gotten no response or fix to the issue and am out of options as $700 is alot of money that Ive been scammed out of due to a glitch in the system.

  Business Response

  Date: 12/09/2022

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

  Customer Answer

  Date: 12/12/2022

  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 saying the matter is solved does not mean the matter is solved. I have disputed with my bank
  
  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,

  *****