This user filed a charge-back dispute with his bank against DraftKings for $60, indicating that the charge to DraftKings was a fraudulent chargeUntil the dispute has been resolved, the merchant will not be reinstating the accountThe merchant has not received word from the bank that the dispute
has been droppedOnce the dispute has been dropped, we will work amicably with the consumer to reinstate the accountWe will not be crediting the user for any potential winnings while the account is in the banned state
Based on our internal review, we see that the customer entered this contest on three different occasions but also withdrew two of those entries prior contest lockThe third entry that the customer submitted went live at 8:59:PM EST, which was one second prior to lockThis shows that any edit
attempted to make to this entry would not have been possible prior to the 9:00:PM EST start time especially as both Byfuglien and Klefbom's individual games began at PM EST.We are confident in our investigation and subsequent findings that there was no errorFor the inconvenience we have applied a $deposit bonus to your account which will release as you continue to play on the site.Thank you
We understand that having players in an NBA game that was postponed is an unfortunate situation that does not create the DraftKings experience you were hoping for. We know that being negatively affected by the postponement is frustratingWe extended an invitation for the customer to play in a
free $10,free coll contest, as well as refunded the commissions for the affected entries which we feel is an amicable resolution
The consumer sent the following message to our Customer Support department last night: *** Yesterday 11:pmThis email does not answer my request to CLOSE THIS ACCOUNTI simply want to withdraw my funds and end my business with this firm. The account has been closed and the $refund request will be approved for processing by our Accounting Department todayThe consumer will receive a confirmation email from our Accounting Department once the request has been processedThe funds will post to the consumers respective bank account within 2-business days once our Accounting Department has processed the request
As a leader in the *** *** *** *** we take the trust of our community very seriously and remain fiercely committed to the integrity of DraftKings’ Daily Fantasy Sports product.Effective immediately, DraftKings employees will be permanently prohibited from participation in any public daily fantasy games for moneyWe will also prohibit employees from any Daily Fantasy Sports contest operator from participating in games on DraftKingsWe are glad to see that others in the industry have followed suit and believe that this is an important next step in retaining the trust of our players.DraftKings has engaged a legal team from *** ***, led by former United States Attorney *** ***, to review our findings and conduct an investigation specific to the allegations against one of our employeesWe will release the summary of those findings upon completion.Furthermore, in order to maximize the integrity of our product and the protection of our players, we have been working with *** *** to advise us on ensuring that our policies and practices are second to none.DraftKings’ explosive growth is a testament to our ability to deepen our fans’ engagement with the sports they loveWe are committed to reinforcing the trust and security of our millions of loyal customers. The consumer is currently participating in Live contests on DraftKings.com, despite filing this claimWe will not be issuing a full refund as this consumer continues to use the services offered, however, at the conclusion of their live contests they have entered (which began last night) we will revisit this case with the user
The merchant will continue to monitor the status of the consumers chargeback complaint intentlyHowever, until the merchant receives word that the dispute has been dropped, the consumer will not be eligible to participate on the merchants platform going forwardOnce the dispute has been dropped, the merchant will happily reinstate the consumers account
The promo code page only pops up the first time you visit our page and register, however, our First-Time Depositor promotion is currently the same as any of our affiliatesUpon your first deposit, you will receive our first time deposit bonus of 100% (up to $600) and a Complimentary $Contest Entry TicketPromo codes are used for tracking purposes and all users receive the same offer upon their first deposit regardless if they use a promo code or not.Entering the promo code grants you a Free $Entry ticket (with your first deposit of $or more), which you then can parlay into a $ticket for entry into the *** Millionaire MakerYou are not credited with a $ticket for entering a promo code
Revdex.com:
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 # ***
The policy states the player has to be the owner on the account that is used to deposit. I was the owner on the account and no where did I enter someone else's name. This is the same account that has always been used to deposit to DraftKings and it has never been an issue. Additionally there are service issues as DraftKings employees never followed up with me on my emails to address my questions. That could have alleviated all this time spent with this complaint had they followed up which I would assume is part of their job. Lastly I believe DraftKings needs to strongly reconsider their policy to cancel lineups when they feel a violation has occurred. I can understand pulling the player entries from the contests but saving that players lineups they worked diligently on creating would be a great service to allow the player to correct the perceived violation and still have their lineups to then enter into the contests. I had fixed the perceived violation in time to have still entered my lineups I spent hours creating if DraftKings would have simply saved them (and gave me time to fix the issue) vscancelling the lineups. Please reconsider this policy as I have now seen this as a concern in multiple daily fantasy chat rooms and subscriptions I belong to Considering the amount of time and effort I have had to put into emailing DraftKings with a lack of clear response from their service reps, the amount of time lost in the cancelling of my lineups that I had worked that week on creating, and the potential of lost winnings had I been able to enter those lineups I am asking that DraftKings make a $deposit to my account that is available immediately instead of released as I play. I would like to continue to play with DraftKings and this is your opportunity to make this right and make up for the bad service I experienced and time this has cost me.
Regards,
*** ***
We have received a notification that the consumer filed a dispute with their credit provider/payment method provider that they authorized to their DraftKings accountThey are now falsifying information to their credit provider regarding these purchases and we intend to take corrective action
regarding this matter unless they close the disputesAll prior correspondence (between yourself and DraftKings) and documentation will be submittedWe request that you take immediate action with your bank or issuing credit provider to drop the fictitious claims or we will expeditiously move to resolve the matter using the appropriate channels
Revdex.com:
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,
*** ***
The account in question (***) is currently active and able for useThis user can log into their account and perform any action which is permitted via our services
As you can see from the email thread below we are in contact with this consumer and able to resolve directly with our support staff, however, the consumer has not compliedThe consumer can simply respond to the thread below to continue their verification process or we can close their account and
ban them from utilizing our services: Incident #*** Tuesday 10:pmGood evening,Your account is restricted due to multi-funding, not due to your locationPlease send us the requested information in order to move forward in verifying account.Best,***Customer Experience Associate DraftKings Inc.*** Tuesday 10:pmI wasted two hours researching for these games today and now it's too late to get into a betThis is ridiculous, I'm in California why is it restricted? I think I'm going to switch to *** if your not going to compensate for my wasted time with at least a few free games.Sent from my *** Tuesday 10:pmHi ***,We noticed that your account was funded by cards/*** accounts both in your name and another person's nameBy inputting a payment method to participate in real money contests, the Authorized Account Holder affirms that the Authorized Account Holder is the lawful owner of the payment method account used to make any deposit(s) on the WebsiteIt is a violation of our Terms of Use for any Authorized Account Holder to submit payment using any payment method that is not owned by the Authorized Account Holder.We have placed restrictions on your account pending verificationYou may still log in to your account, however, you may not be able to deposit, withdraw, and/or enter new contestsTo verify your account, please send us the following:A picture of the front and back of your driver's license A picture of the front and back of *** ***'s driver's license A picture of the front and back of the card that you used to deposit An explanation of any accounts used to fund your account that are not under your nameWe may require additional information to verify your accountOnce we have received that information, we can unlock your accountThank you for your cooperation.***Customer Experience Associate DraftKings Inc.*** Tuesday 09:pmYou sent me the FAQ but it didn't helpI'm in California and it says restricted accountWhy is this? *** is my accounts name.Sent from my *** * Tuesday 09:pmHi ***,We are currently experiencing high service volumes at the momentIf you do not find the answer to your inquiry below, please reply directly to this email.QI am in a permitted jurisdiction, however, my account is showing as restricted?AYou are receiving this message due to your current geographic locationOur systems have determined that you are in a prohibited jurisdiction and once you have returned to a permitted jurisdiction of play, you will regain full site accessYou will not be able to deposit funds or enter contests while you are in a prohibited jurisdiction of play.If you believe you have received this message in error, please respond with your Reference NumberIf you have already provided your reference number, please use either our Android or IOS applications while we continue to validate your desktop IP address.QHow does the deposit bonus work? I deposited money but the funds were not matched?AYou can track your deposit bonus by going to the "My Account" page and look for the "Pending Bonus" section in the middle of the pageThe deposit bonus releases in increments of $for every Frequent Player Points (FPP's) you earnFPP's are earned when joining any paid contest on the siteYou cannot directly access your deposit bonusYou must release it $at a time by participating in our contests.QWhy can't I withdraw to my *** account?AYou can only withdraw to a *** account that you have previously used to depositIf your *** account is not associated with your DraftKings account, you will need to withdraw via Check at this timeIf you would like to withdraw via *** moving forward, we suggest you use *** for your next depositAfter you have used your *** to deposit, you will be able to withdraw to that *** account at anytime moving forward.QMy withdrawal has processed, however, not all of the funds are in my *** account or check?AAny withdrawal requests, after approved by DraftKings, will be credited back to the same credit card or method of payment (***, Gift Card) used to deposit funds on the Website dating back 3-months in chronological orderDraftKings will only release withdrawals to a different credit card or other payment method other than that which was used to make deposit(s) after the aggregate amount of such deposit(s) has already been released back to the credit card(s) or payment method(s) used for the deposit(s)**If you no longer have access to the payment methods used to deposit funds previously, please let our customer support team know prior to submitting your request!**QMy withdrawal has been processed, however, I no longer have the card(s) you refundedNow what?AAs long as you still have the same account number with that company the funds will appear on your new card in 2-business daysYour account number and card number are two separate entities and as long as the account number (again, not the CARD number) is the same, your funds will appear.Please also utilize our FAQ page (https://www.draftkings.com/help/faq ) for additional information that may assist youAgain, If you do not find the answer to your inquiry, please reply directly to this emailWe apologize for any inconvenience this may cause and thank you for playing on DraftKings!***Customer Experience Team Leader*** Tuesday 08:pmHello please email me back ASAP about my account restriction I'm trying to join into a game tonight at and if I can't I'm going to deposit into *** insteadSent from my *** Tuesday 07:[email protected]: why is my account restricted ? Please fix is ASAPSent from my ***
Revdex.com:
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.
Regards,
*** ***
I already knew they refunded my money,it had nothing to do with a refundit had to do with the time it took them to respondMaking me close my account with them,giving me no reasonable action to resolve the problem other than sending strangers personal information over a emailwe sent them front and back copies of or ids I gave them the last digits of the card that was in questionplus to top it all off no one ever notified them of any wrong doing,and could have used common sense to see that everyone matched the addresse it has nothing to do with a refundThe complaint is over there customer service and can not be resolved with a refund.It can only be resolve by admitting there was no credit card misuse and a unfreeze of my accountThat I made crystal clear I was treated like a thief I was locked out of their system even though I still had games going I was treated poorly untimely and with indifference
The consumer was sent the following email by a Customer Support Team Leader: Due to high service volumes at the moment, please expect delayed response timesWhile we are assisting other customers, below you may find the answer to your inquiryIf you do not find the answer to your inquiry,
please reply directly to this email.QWhere do I see my winnings? How do I know I won?AYou can view your winnings by going to the My Account page, clicking on "Account History," and then clicking on the "Winnings" tab.QHow do withdrawals work? How do I get my money?AAll winnings are credited to your DraftKing's AccountYou can then use them to enter contests again or withdraw themAny withdrawal requests, after approved by DraftKings, will be credited back to the same credit card or method of payment (***, Gift Card) used to deposit funds on the Website dating back 3-months in chronological orderWe ask that all of our users notify us prior to requesting their withdrawal of any deposit sources that are lost, stolen or closedThat way, we can go ahead and ban those deposit sources from our database, and they will no longer be refunded in future withdrawals.QI won money but it isn't in my account, what happened? It says I won a ticket, what's that? Why does it say winnings N/A?AYou won a ticket! Entry tickets serve as a free entry into a specific contestYou can receive entry tickets by winning them in specific DraftKings qualifier contests or purchasing them in the VIP StoreUpon submitting your lineup into that ticket specific contest, your ticket will be automatically redeemed as way of entryTo view which contests your ticket is redeemable for, go to the My Account page (using a desktop/laptop device), click My Tickets (on the left hand side) and then the "Redeem" button.QHow does the deposit bonus work? I deposited money but the funds were not matched?AYou can track your deposit bonus by going to the "My Account" page and look for the "Pending Bonus" section in the middle of the pageThe deposit bonus releases in increments of $for every Frequent Player Points (FPP's) you earnFPP's are earned when joining any paid contest on the siteYou cannot directly access your deposit bonus to enter contestsYou must release it $at a time by participating in our contests.This deposit bonus is a rewards based program which encourages our users to participate frequently in our contests.QI entered a promo code, but I did not receive a deposit or free entry?AThe promo code page only pops up the first time you visit our page and register, however, our First-Time Depositor promotion is currently the same as any of our affiliatesUpon your first deposit, you will receive our first time deposit bonus of 100% (up to $600) and a Complimentary $Contest Entry TicketPromo codes are used for tracking purposes and all users receive the same offer upon their first deposit regardless if they use a promo code or notEntering the promo code grants you a Free $Entry ticket (with your first deposit of $or more), which you then can parlay into a $ticket for entry into the *** Millionaire MakerYou are not credited with a $ticket for entering a promo code.QI referred a friend to the site, however, I did not receive the bonus?AIn most cases, new users fail to register through the referring user’s unique RAF link, thus causing both users not to receive credit upon the initial depositPlease provide your username and the username(s) of the referrals in questionWe will investigate the issue and apply credits accordingly.Please also utilize our FAQ page (https://www.draftkings.com/help/faq ) for additional information that may assist youWe apologize for any inconvenience this may cause and thank you for playing on DraftKings!DavidCustomer Experience Team Leader DraftKings IncThe user failed to reply to the aforementioned email and as result did not receive a follow up with further instructionsAdditionally, the consumer has since resumed utilizing the services offered by DraftKings on a daily basisThe consumer could not withdraw from the said contest as the contest was fullInformation pertaining to our contest withdrawal rules are posted directly on our FAQ page for users to view
Revdex.com:
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 # ***I reject Draftkings response. 1.) My credit card company initially sent paperwork to Draftkings and there merchant bank in order to verify the charge and state that it wasn't a duplicate (I disputed charge because I thought it was a duplicate)It's not a duplicate its a valid charge. Draftkings Merchant Bank failed to respond to my credit card companies dispute claim within days.My credit card company needs a response from Draftkings and there merchant bank in order to drop the dispute and process the $charge as I've requested that they doI've attempted to contact Draftkings via the number they provide with a representative of my credit card company on the line and nobody answers.2.) I'm asking that Draftkings and there merchant bank to verify the charge with my credit card company so that they can drop the disputeMy credit card company will not drop the dispute since they initiated the dispute and the proper protocol requires a response.Thanks,*** ***
Regards,
*** ***
The merchant has been in consistent communication with the consumer in regards to this circumstanceOn Tuesday 10/the merchant provided the consumer with a tracking number in which he can track his package the merchant sentIf there is any further mediation required, the merchant will be happy
to comply
"Authorized Account Holder" is defined as the natural person years of age or older who is assigned to an e-mail address by an Internet access provider, on-line service provider, or other organization (e.g., business, education institution, etc.) that is responsible for assigning e-mail addresses for the domain associated with the submitted e-mail address for registration on the WebsiteBy inputting a payment method to participate in real money contests, the Authorized Account Holder hereby affirms that the Authorized Account Holder is the lawful owner of the payment method account used to make any deposit(s) on the WebsiteIt shall be a violation of these Terms of Use for any Authorized Account Holder to submit payment using any payment method that is not owned by the Authorized Account HolderThe consumer violated these terms of use and refuted all attempts (as shown in our previous reply) to verify their accountAs a result, their account has been terminated and all remaining monies were refundedT
The consumers desired amount is an arbitrary denomination and irrational requestThe contests in question were cancelled and all consumers impacted were refunded their entry fee. While we will not be offering the consumer in question a credit for the desired amount, we are willing to work with the consumer to resolve this matter in an amicable fashionWe are willing to issuing a credit of $to the consumers account and the consumer is free to utilize those funds as they wishIf you find this a fair resolution, please confirm
Please see the email below where DraftKings requested the consumer to provide documentation to verify their identity and account as they violated our Terms of Use by operating more than one account. You may establish only one account per person to participate in the Services offered on the
WebsiteIn the event DraftKings discovers that you have opened more than one account per person, in addition to any other rights that DraftKings may have, DraftKings reserves the right to suspend or terminate any or all of your accounts and terminate, withhold or revoke the awarding of any prizesYou are responsible for maintaining the confidentiality of your login names and passwords and you accept responsibility for all activities, charges, and damages that occur under your account. *** Sep 08:pm (assign)Good Evening,We have not received these images to verify yet and we apologize for the delay.It has come to our attention that there is more than one account registered on DraftKings in your name (*** and ***)Multiple account usage is prohibited in the best interest of upholding our commitment to fair play and the integrity of our contests on DraftKingsPer our Multi-Accounting Policy, we have placed restrictions on your account pending verificationYou may still log in to your account, however, you may not be able to deposit, withdraw, and/or enter new contests.To verify your account(s), please email the following to [email protected]*A picture of the front and back of your driver's license *A picture of the front and back of the card that you used to deposit funds into both accounts **If a *** account was used to fund the accounts, we will not require images of your credit card**Once we have received the requested information, we will begin to move forward with reinstating your original accountThank you for your understanding and we are confident that we will resolve this matter in an amicable fashion.Best,***Customer Experience Associate DraftKings Inc.The consumer did not comply with our request and opened a new support inquiry which resulted in the consumer receiving a stock responseAt this time, we have closed the consumers account and will be issuing a full refund of $back to their deposit sourceThey will receive a confirmation email from our Accounting Department once the refund request has been processedThe consumer can then expect their funds to post back to their respective account after 2-business days
This user filed a charge-back dispute with his bank against DraftKings for $60, indicating that the charge to DraftKings was a fraudulent chargeUntil the dispute has been resolved, the merchant will not be reinstating the accountThe merchant has not received word from the bank that the dispute
has been droppedOnce the dispute has been dropped, we will work amicably with the consumer to reinstate the accountWe will not be crediting the user for any potential winnings while the account is in the banned state
Based on our internal review, we see that the customer entered this contest on three different occasions but also withdrew two of those entries prior contest lockThe third entry that the customer submitted went live at 8:59:PM EST, which was one second prior to lockThis shows that any edit
attempted to make to this entry would not have been possible prior to the 9:00:PM EST start time especially as both Byfuglien and Klefbom's individual games began at PM EST.We are confident in our investigation and subsequent findings that there was no errorFor the inconvenience we have applied a $deposit bonus to your account which will release as you continue to play on the site.Thank you
We understand that having players in an NBA game that was postponed is an unfortunate situation that does not create the DraftKings experience you were hoping for. We know that being negatively affected by the postponement is frustratingWe extended an invitation for the customer to play in a
free $10,free coll contest, as well as refunded the commissions for the affected entries which we feel is an amicable resolution
The consumer sent the following message to our Customer Support department last night: *** Yesterday 11:pmThis email does not answer my request to CLOSE THIS ACCOUNTI simply want to withdraw my funds and end my business with this firm. The account has been closed and the $refund request will be approved for processing by our Accounting Department todayThe consumer will receive a confirmation email from our Accounting Department once the request has been processedThe funds will post to the consumers respective bank account within 2-business days once our Accounting Department has processed the request
As a leader in the *** *** *** *** we take the trust of our community very seriously and remain fiercely committed to the integrity of DraftKings’ Daily Fantasy Sports product.Effective immediately, DraftKings employees will be permanently prohibited from participation in any public daily fantasy games for moneyWe will also prohibit employees from any Daily Fantasy Sports contest operator from participating in games on DraftKingsWe are glad to see that others in the industry have followed suit and believe that this is an important next step in retaining the trust of our players.DraftKings has engaged a legal team from *** ***, led by former United States Attorney *** ***, to review our findings and conduct an investigation specific to the allegations against one of our employeesWe will release the summary of those findings upon completion.Furthermore, in order to maximize the integrity of our product and the protection of our players, we have been working with *** *** to advise us on ensuring that our policies and practices are second to none.DraftKings’ explosive growth is a testament to our ability to deepen our fans’ engagement with the sports they loveWe are committed to reinforcing the trust and security of our millions of loyal customers. The consumer is currently participating in Live contests on DraftKings.com, despite filing this claimWe will not be issuing a full refund as this consumer continues to use the services offered, however, at the conclusion of their live contests they have entered (which began last night) we will revisit this case with the user
The merchant will continue to monitor the status of the consumers chargeback complaint intentlyHowever, until the merchant receives word that the dispute has been dropped, the consumer will not be eligible to participate on the merchants platform going forwardOnce the dispute has been dropped, the merchant will happily reinstate the consumers account
The promo code page only pops up the first time you visit our page and register, however, our First-Time Depositor promotion is currently the same as any of our affiliatesUpon your first deposit, you will receive our first time deposit bonus of 100% (up to $600) and a Complimentary $Contest Entry TicketPromo codes are used for tracking purposes and all users receive the same offer upon their first deposit regardless if they use a promo code or not.Entering the promo code grants you a Free $Entry ticket (with your first deposit of $or more), which you then can parlay into a $ticket for entry into the *** Millionaire MakerYou are not credited with a $ticket for entering a promo code
This matter has been deemed resolved by DraftKings as the consumer in question has been refunded, evidence as such by the rebuttal provided to them
Revdex.com:
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 # ***
The policy states the player has to be the owner on the account that is used to deposit. I was the owner on the account and no where did I enter someone else's name. This is the same account that has always been used to deposit to DraftKings and it has never been an issue. Additionally there are service issues as DraftKings employees never followed up with me on my emails to address my questions. That could have alleviated all this time spent with this complaint had they followed up which I would assume is part of their job. Lastly I believe DraftKings needs to strongly reconsider their policy to cancel lineups when they feel a violation has occurred. I can understand pulling the player entries from the contests but saving that players lineups they worked diligently on creating would be a great service to allow the player to correct the perceived violation and still have their lineups to then enter into the contests. I had fixed the perceived violation in time to have still entered my lineups I spent hours creating if DraftKings would have simply saved them (and gave me time to fix the issue) vscancelling the lineups. Please reconsider this policy as I have now seen this as a concern in multiple daily fantasy chat rooms and subscriptions I belong to Considering the amount of time and effort I have had to put into emailing DraftKings with a lack of clear response from their service reps, the amount of time lost in the cancelling of my lineups that I had worked that week on creating, and the potential of lost winnings had I been able to enter those lineups I am asking that DraftKings make a $deposit to my account that is available immediately instead of released as I play. I would like to continue to play with DraftKings and this is your opportunity to make this right and make up for the bad service I experienced and time this has cost me.
Regards,
*** ***
We have received a notification that the consumer filed a dispute with their credit provider/payment method provider that they authorized to their DraftKings accountThey are now falsifying information to their credit provider regarding these purchases and we intend to take corrective action
regarding this matter unless they close the disputesAll prior correspondence (between yourself and DraftKings) and documentation will be submittedWe request that you take immediate action with your bank or issuing credit provider to drop the fictitious claims or we will expeditiously move to resolve the matter using the appropriate channels
Revdex.com:
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,
*** ***
The account in question (***) is currently active and able for useThis user can log into their account and perform any action which is permitted via our services
As you can see from the email thread below we are in contact with this consumer and able to resolve directly with our support staff, however, the consumer has not compliedThe consumer can simply respond to the thread below to continue their verification process or we can close their account and
ban them from utilizing our services: Incident #*** Tuesday 10:pmGood evening,Your account is restricted due to multi-funding, not due to your locationPlease send us the requested information in order to move forward in verifying account.Best,***Customer Experience Associate DraftKings Inc.*** Tuesday 10:pmI wasted two hours researching for these games today and now it's too late to get into a betThis is ridiculous, I'm in California why is it restricted? I think I'm going to switch to *** if your not going to compensate for my wasted time with at least a few free games.Sent from my *** Tuesday 10:pmHi ***,We noticed that your account was funded by cards/*** accounts both in your name and another person's nameBy inputting a payment method to participate in real money contests, the Authorized Account Holder affirms that the Authorized Account Holder is the lawful owner of the payment method account used to make any deposit(s) on the WebsiteIt is a violation of our Terms of Use for any Authorized Account Holder to submit payment using any payment method that is not owned by the Authorized Account Holder.We have placed restrictions on your account pending verificationYou may still log in to your account, however, you may not be able to deposit, withdraw, and/or enter new contestsTo verify your account, please send us the following:A picture of the front and back of your driver's license A picture of the front and back of *** ***'s driver's license A picture of the front and back of the card that you used to deposit An explanation of any accounts used to fund your account that are not under your nameWe may require additional information to verify your accountOnce we have received that information, we can unlock your accountThank you for your cooperation.***Customer Experience Associate DraftKings Inc.*** Tuesday 09:pmYou sent me the FAQ but it didn't helpI'm in California and it says restricted accountWhy is this? *** is my accounts name.Sent from my *** * Tuesday 09:pmHi ***,We are currently experiencing high service volumes at the momentIf you do not find the answer to your inquiry below, please reply directly to this email.QI am in a permitted jurisdiction, however, my account is showing as restricted?AYou are receiving this message due to your current geographic locationOur systems have determined that you are in a prohibited jurisdiction and once you have returned to a permitted jurisdiction of play, you will regain full site accessYou will not be able to deposit funds or enter contests while you are in a prohibited jurisdiction of play.If you believe you have received this message in error, please respond with your Reference NumberIf you have already provided your reference number, please use either our Android or IOS applications while we continue to validate your desktop IP address.QHow does the deposit bonus work? I deposited money but the funds were not matched?AYou can track your deposit bonus by going to the "My Account" page and look for the "Pending Bonus" section in the middle of the pageThe deposit bonus releases in increments of $for every Frequent Player Points (FPP's) you earnFPP's are earned when joining any paid contest on the siteYou cannot directly access your deposit bonusYou must release it $at a time by participating in our contests.QWhy can't I withdraw to my *** account?AYou can only withdraw to a *** account that you have previously used to depositIf your *** account is not associated with your DraftKings account, you will need to withdraw via Check at this timeIf you would like to withdraw via *** moving forward, we suggest you use *** for your next depositAfter you have used your *** to deposit, you will be able to withdraw to that *** account at anytime moving forward.QMy withdrawal has processed, however, not all of the funds are in my *** account or check?AAny withdrawal requests, after approved by DraftKings, will be credited back to the same credit card or method of payment (***, Gift Card) used to deposit funds on the Website dating back 3-months in chronological orderDraftKings will only release withdrawals to a different credit card or other payment method other than that which was used to make deposit(s) after the aggregate amount of such deposit(s) has already been released back to the credit card(s) or payment method(s) used for the deposit(s)**If you no longer have access to the payment methods used to deposit funds previously, please let our customer support team know prior to submitting your request!**QMy withdrawal has been processed, however, I no longer have the card(s) you refundedNow what?AAs long as you still have the same account number with that company the funds will appear on your new card in 2-business daysYour account number and card number are two separate entities and as long as the account number (again, not the CARD number) is the same, your funds will appear.Please also utilize our FAQ page (https://www.draftkings.com/help/faq ) for additional information that may assist youAgain, If you do not find the answer to your inquiry, please reply directly to this emailWe apologize for any inconvenience this may cause and thank you for playing on DraftKings!***Customer Experience Team Leader*** Tuesday 08:pmHello please email me back ASAP about my account restriction I'm trying to join into a game tonight at and if I can't I'm going to deposit into *** insteadSent from my *** Tuesday 07:[email protected]: why is my account restricted ? Please fix is ASAPSent from my ***
Revdex.com:
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.
Regards,
*** ***
I already knew they refunded my money,it had nothing to do with a refundit had to do with the time it took them to respondMaking me close my account with them,giving me no reasonable action to resolve the problem other than sending strangers personal information over a emailwe sent them front and back copies of or ids I gave them the last digits of the card that was in questionplus to top it all off no one ever notified them of any wrong doing,and could have used common sense to see that everyone matched the addresse it has nothing to do with a refundThe complaint is over there customer service and can not be resolved with a refund.It can only be resolve by admitting there was no credit card misuse and a unfreeze of my accountThat I made crystal clear I was treated like a thief I was locked out of their system even though I still had games going I was treated poorly untimely and with indifference
The consumer was sent the following email by a Customer Support Team Leader: Due to high service volumes at the moment, please expect delayed response timesWhile we are assisting other customers, below you may find the answer to your inquiryIf you do not find the answer to your inquiry,
please reply directly to this email.QWhere do I see my winnings? How do I know I won?AYou can view your winnings by going to the My Account page, clicking on "Account History," and then clicking on the "Winnings" tab.QHow do withdrawals work? How do I get my money?AAll winnings are credited to your DraftKing's AccountYou can then use them to enter contests again or withdraw themAny withdrawal requests, after approved by DraftKings, will be credited back to the same credit card or method of payment (***, Gift Card) used to deposit funds on the Website dating back 3-months in chronological orderWe ask that all of our users notify us prior to requesting their withdrawal of any deposit sources that are lost, stolen or closedThat way, we can go ahead and ban those deposit sources from our database, and they will no longer be refunded in future withdrawals.QI won money but it isn't in my account, what happened? It says I won a ticket, what's that? Why does it say winnings N/A?AYou won a ticket! Entry tickets serve as a free entry into a specific contestYou can receive entry tickets by winning them in specific DraftKings qualifier contests or purchasing them in the VIP StoreUpon submitting your lineup into that ticket specific contest, your ticket will be automatically redeemed as way of entryTo view which contests your ticket is redeemable for, go to the My Account page (using a desktop/laptop device), click My Tickets (on the left hand side) and then the "Redeem" button.QHow does the deposit bonus work? I deposited money but the funds were not matched?AYou can track your deposit bonus by going to the "My Account" page and look for the "Pending Bonus" section in the middle of the pageThe deposit bonus releases in increments of $for every Frequent Player Points (FPP's) you earnFPP's are earned when joining any paid contest on the siteYou cannot directly access your deposit bonus to enter contestsYou must release it $at a time by participating in our contests.This deposit bonus is a rewards based program which encourages our users to participate frequently in our contests.QI entered a promo code, but I did not receive a deposit or free entry?AThe promo code page only pops up the first time you visit our page and register, however, our First-Time Depositor promotion is currently the same as any of our affiliatesUpon your first deposit, you will receive our first time deposit bonus of 100% (up to $600) and a Complimentary $Contest Entry TicketPromo codes are used for tracking purposes and all users receive the same offer upon their first deposit regardless if they use a promo code or notEntering the promo code grants you a Free $Entry ticket (with your first deposit of $or more), which you then can parlay into a $ticket for entry into the *** Millionaire MakerYou are not credited with a $ticket for entering a promo code.QI referred a friend to the site, however, I did not receive the bonus?AIn most cases, new users fail to register through the referring user’s unique RAF link, thus causing both users not to receive credit upon the initial depositPlease provide your username and the username(s) of the referrals in questionWe will investigate the issue and apply credits accordingly.Please also utilize our FAQ page (https://www.draftkings.com/help/faq ) for additional information that may assist youWe apologize for any inconvenience this may cause and thank you for playing on DraftKings!DavidCustomer Experience Team Leader DraftKings IncThe user failed to reply to the aforementioned email and as result did not receive a follow up with further instructionsAdditionally, the consumer has since resumed utilizing the services offered by DraftKings on a daily basisThe consumer could not withdraw from the said contest as the contest was fullInformation pertaining to our contest withdrawal rules are posted directly on our FAQ page for users to view
Revdex.com:
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 # ***I reject Draftkings response. 1.) My credit card company initially sent paperwork to Draftkings and there merchant bank in order to verify the charge and state that it wasn't a duplicate (I disputed charge because I thought it was a duplicate)It's not a duplicate its a valid charge. Draftkings Merchant Bank failed to respond to my credit card companies dispute claim within days.My credit card company needs a response from Draftkings and there merchant bank in order to drop the dispute and process the $charge as I've requested that they doI've attempted to contact Draftkings via the number they provide with a representative of my credit card company on the line and nobody answers.2.) I'm asking that Draftkings and there merchant bank to verify the charge with my credit card company so that they can drop the disputeMy credit card company will not drop the dispute since they initiated the dispute and the proper protocol requires a response.Thanks,*** ***
Regards,
*** ***
The merchant has been in consistent communication with the consumer in regards to this circumstanceOn Tuesday 10/the merchant provided the consumer with a tracking number in which he can track his package the merchant sentIf there is any further mediation required, the merchant will be happy
to comply
"Authorized Account Holder" is defined as the natural person years of age or older who is assigned to an e-mail address by an Internet access provider, on-line service provider, or other organization (e.g., business, education institution, etc.) that is responsible for assigning e-mail addresses for the domain associated with the submitted e-mail address for registration on the WebsiteBy inputting a payment method to participate in real money contests, the Authorized Account Holder hereby affirms that the Authorized Account Holder is the lawful owner of the payment method account used to make any deposit(s) on the WebsiteIt shall be a violation of these Terms of Use for any Authorized Account Holder to submit payment using any payment method that is not owned by the Authorized Account HolderThe consumer violated these terms of use and refuted all attempts (as shown in our previous reply) to verify their accountAs a result, their account has been terminated and all remaining monies were refundedT
The consumers desired amount is an arbitrary denomination and irrational requestThe contests in question were cancelled and all consumers impacted were refunded their entry fee. While we will not be offering the consumer in question a credit for the desired amount, we are willing to work with the consumer to resolve this matter in an amicable fashionWe are willing to issuing a credit of $to the consumers account and the consumer is free to utilize those funds as they wishIf you find this a fair resolution, please confirm
Please see the email below where DraftKings requested the consumer to provide documentation to verify their identity and account as they violated our Terms of Use by operating more than one account. You may establish only one account per person to participate in the Services offered on the
WebsiteIn the event DraftKings discovers that you have opened more than one account per person, in addition to any other rights that DraftKings may have, DraftKings reserves the right to suspend or terminate any or all of your accounts and terminate, withhold or revoke the awarding of any prizesYou are responsible for maintaining the confidentiality of your login names and passwords and you accept responsibility for all activities, charges, and damages that occur under your account. *** Sep 08:pm (assign)Good Evening,We have not received these images to verify yet and we apologize for the delay.It has come to our attention that there is more than one account registered on DraftKings in your name (*** and ***)Multiple account usage is prohibited in the best interest of upholding our commitment to fair play and the integrity of our contests on DraftKingsPer our Multi-Accounting Policy, we have placed restrictions on your account pending verificationYou may still log in to your account, however, you may not be able to deposit, withdraw, and/or enter new contests.To verify your account(s), please email the following to [email protected]*A picture of the front and back of your driver's license *A picture of the front and back of the card that you used to deposit funds into both accounts **If a *** account was used to fund the accounts, we will not require images of your credit card**Once we have received the requested information, we will begin to move forward with reinstating your original accountThank you for your understanding and we are confident that we will resolve this matter in an amicable fashion.Best,***Customer Experience Associate DraftKings Inc.The consumer did not comply with our request and opened a new support inquiry which resulted in the consumer receiving a stock responseAt this time, we have closed the consumers account and will be issuing a full refund of $back to their deposit sourceThey will receive a confirmation email from our Accounting Department once the refund request has been processedThe consumer can then expect their funds to post back to their respective account after 2-business days