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 # [redacted].
The dispute they are talking about has been dropped. it was dropped a month ago by [redacted]. I have been trying to tell them this, but they would not respond to my emails. I have recieved my Credit card statement showing the $100.00 charge going back on my card. [redacted] told me they have notified draftkings of this on Nov. 4th 2016. I don't know what kind of game draftking is playing. All I know is they are not paying me my funds and are avoiding me.
Regards,
[redacted]
The merchants risk assessment team has sufficient evidence that indicates that that the consumer was operating multiple accounts for monetary gain which included illegitimate promotional bonuses. This is a violation of the merchants terms of service and player agreement. The merchant will not be taking any further action as the consumers $5 deposit has been refunded. We will be happy to comply with any further mediation.
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 # [redacted]. Please add your rejection comments below.
We have issue a refund to the consumer's account: [redacted] Dec 03 01:12 pmGood Morning,This issue is not in regard to any potential suspicious activity on your account. You charged back $75 against DraftKings. When users chargeback we ban the account from use. We the refunded the remaining funds minus the $75 that you charged back.Please reach out to your bank and drop the dispute. Once we receive confirmation that the dispute has been dropped we will can move forward in reinstating your account.Best,[redacted]Customer Experience Associate DraftKings Inc.[redacted] Dec 03 01:02 pmI have sent you this request nearly twenty (20) times and you have refused to answer or communicate with me. I provided you with both numbers as provided by the Fraud Unit at [redacted]. The refunding of the money is only one issue. Was another account setup and money then drawn from my bank without my consent? I have a legal right to know and I deeply concerned that my identity and clearly my bank information were compromised from either inside or outside your company. ||[redacted] G <[redacted]>|| Dec 1 (2 days ago) | | | || to DraftKings ||Why do I have two account numbers with DraftKings when I only opened one?Why do I have two account numbers with DraftKings when I only opened one?[redacted] Nov 30 10:12 pmWhy do I have two account numbers if I only opened one account?[redacted] Nov 30 09:38 pmGood Evening,Your account has been closed due to chargebacks from the issuing bank. We have refunded the funds in the account minus the $75 that was charged back. The account will remain closed until the dispute is dropped and can be seen as such in our system. Please note, this process can take several weeks.Best,[redacted]Customer Experience Associate DraftKings Inc.[redacted] Nov 30 09:17 pmI am not sure you researched why my account was restricted. My location and your ability to verify it have nothing to do with why.You sent me the email stating I needed to access it to get back a portion of the money you seized.[redacted] B Nov 30 09:11 pmHi [redacted],We are currently experiencing high service volumes at the moment. If you do not find the answer to your inquiry below, please reply directly to this email. Please also utilize our FAQ page (https://www.draftkings.com/help/faq ) for additional information that may assist you..Q. I am in a permitted jurisdiction, however, my account is showing as restricted?A. We recently updated our geographic location authentication systems. IMPORTANT: When you receive the request to allow your location, YOU MUST SELECT “ALLOW". If you disallow this permission, you will not be able to use the website. For additional information on how to troubleshoot any potential issues you may encounter please visithttp://status.draftkings.com.Q. How does the deposit bonus work? I deposited money but the funds were not matched?A. You can track your deposit bonus by going to the "My Account" page and look for the "Pending Bonus" section in the middle of the page. The deposit bonus releases in increments of $1 for every 100 Frequent Player Points (FPP's) you earn. FPP's are earned when joining any paid contest on the site. You cannot directly access your deposit bonus to enter contests. You must release it $1.00 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.Q. I referred a friend to the site, however, I did not receive the bonus?A. In 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 deposit. Please provide your username and the username(s) of the referrals in question. We will investigate the issue and apply credits accordingly.Q. How do withdrawals work? How do I get my money?A. All winnings are credited to your DraftKing's Account. You can then use them to enter contests again or withdraw them. Any withdrawal requests, after approved by DraftKings, will be credited back to the same credit card or method of payment ([redacted], Gift Card) used to deposit funds on the Website dating back 3-months in chronological order. We ask that all of our users notify us prior to requesting their withdrawal of any deposit sources that are lost, stolen or closed. That way, we can go ahead and ban those deposit sources from our database, and they will no longer be refunded in future withdrawals.Again, please respond directly to this email if your inquiry was not addressed and one of our Customer Experience Associates will follow up as soon as possible. We apologize for any inconvenience this may cause and thank you for playing on DraftKings![redacted] Customer Experience Team Leader DraftKings Inc.[redacted] Nov 30 07:12 pmWhy is the account still restricted if I am receiving an email like this?On Mon, Nov 30, 2015 at 3:25 PM, DraftKings <[email protected]<mailto:[email protected]>> wrote: Hi [redacted],Your $387.24 DraftKings Withdrawal has been processed. Please check your My Account page for details of how your request was processed. Your confirmation number is [redacted].Also note that our policy on withdrawals is to first refund you back through your original payment source, and then to transfer the additional balance owed to you via [redacted] or Check as requested. [redacted] refunds will take 3-5 business days to show in your account. Credit Card refunds will take 2-7 business days.How your withdrawal was fulfilled: - Refunded 3 transactions totaling $300.00 to [redacted] card ending in [redacted].- Refunded 2 transactions totaling $87.24 to [redacted] card ending in [redacted].Please let us know if you have any questions.Thanks, DraftKings Support
We apologize if you feel misled in any way regarding our deposit bonus. I can assure you, that is not our intention, and any person would feel frustrated if what they received is different from what they expected. I have forwarded your message containing your concerns and feedback through to our...
Marketing and Advertising Teams. In addition, you may withdraw your current account balance and our Accounting Department will refund your deposit source within 24 hours. Our deposit bonus is a rewards based program, used to promote frequent play on our site. Our advertising is meant to motivate users to visit and ultimately join DraftKings. We do our best to provide the details of the deposit bonus program. On the deposit page the first time you deposit we display a brief explanation of the terms in which your bonus is released. Further, we have a greater explanation of the terms in our FAQs and our Contact Us page. The deposit bonus releases in increments of $1 for every 100 Frequent Player Points (FPPs) you earn. FPPs are earned when joining any paid contest on the site. You do not receive FPPs when you enter free contests, such as FreeRolls. The higher the entry fee, the more FPPs you earn upon joining that contest. In addition, once you have earned 150 or more FPPs you can cash them in for free entries into specific contests from the FPP Store.Again, we apologize that you do not feel you received what you expected, and we certainly do not want you feeling as though you’ve started out poorly with your initial DraftKings experience. We have expired the remaining pending bonus associated with your account and issued a site credit (DraftKings Dollars) of $40.00. DraftKings Dollars are cash-equivalent site credits that you can use for entry into any real money contest on the site. Think of it as a DraftKings gift card that you can use in real money contests. All freerolls with cash prizes and offer bonuses on DraftKings are paid out in DraftKings Dollars. DraftKings Dollars cannot be withdrawn, and can only be used for site contests.I want to thank you for reaching out with your feedback, and we appreciate and value you as a new user. If there is anything else we can do, please do not hesitate to reach out.
The consumer received the following confirmation email on October 3rd: Hi [redacted],Your $1,500.00 DraftKings Withdrawal has been processed. Please check your My Account page for details of how your request was processed.Your confirmation number is [redacted].Also note that our...
policy on withdrawals is to first refund you back through your original payment source, and then to transfer the additional balance owed to you via [redacted] or Check as requested. [redacted] refunds will take 3-5 business days to show in your account. Credit Card refunds will take 2-7 business days.How your withdrawal was fulfilled:- Refunded 11 transactions totaling $655.00 to [redacted] card ending in [redacted].- Direct Pay $845.00 via Check to [redacted]
[redacted]
[redacted] [redacted]
[redacted]Please let us know if you have any questions.Thanks,DraftKings Support The consumer must understand that we (DraftKings) cannot control the deliverer time of mail via the [redacted]. As stated in the confirmation presented to the consumer, his funds were issued back to his deposit sources and a check was provided. The consumer can review the respective accounts listed in the withdrawal confirmation email to locate his funds expected from the October 3rd withdrawal request.As a result of the above, Mr. [redacted] has received the full amount of money that he claims he did not receive in his Complaint.
This consumer claims that they have not been awarded their winnings, however fails to present that the winnings were credited to their account. Please refer to the screenshot attached, where it clearly states that the consumers account was credited with the appropriate $6 worth of winnings which is...
corresponding to their prize paying position in each contest. The $40 that the consumer references as not appearing in their account balance are funds that were used to enter contests, and then did not place in a prize paying position. When a user participates in a contest, and does not place in a prize paying position, they do not receive their entry fee back. As the consumer willingly entered these contests, we will not be issuing a refund for these contests. The consumers account has been closed, per their request, and their remaining $11 account balance has been refunded back to them.
As a threshold matter, DraftKings’ response to your letter
in no way waives its contractual right, pursuant to its terms of use, that the consumer must pursue his claims in a binding, non-class arbitration in
Massachusetts. While an arbitral forum
would be the appropriate forum to hear the...
consumer's claims, in fact, these claims
are meritless and should not proceed in any forum. His complaint fails to tie DraftKings’
alleged conduct to any harm he supposedly suffered. Nevertheless, and without waiving any of the
foregoing, DraftKings provides the following response to your complaint. SCORING REVISIONSDuring each game, DraftKings receives live scoring updates from our stats provider, [redacted]. After the game has concluded, DraftKings receives a final box score, which will be used to calculate the results of each contest. However, the leagues and stats provider will occasionally revise box scores after the final box score has been released. In the event this occurs, the player scores on DraftKings will not be updated and the settlements will not be revised. Note that this is not the same situation as a case where a correction needs to be made after settlement due to a bug or issue with the data feed or the settlement process. In these cases the settlement process (including payment) may be reversed and redone correctly.PAYOUTSDraftKings will wait until all of the final box scores have been reported for each contest's games to ensure that the final results are accurate. Our statistics provider, [redacted] will occasionally make revisions to final box scores that correct statistics published live during the games. In those cases, payouts will be based on the final box scores, not the box scores published during live games. If revisions are made after the final box scores are published, payouts will not be reversed or changed. If there is difficulty obtaining official results or issues with scoring, the contest may be settled the following day or whenever the final box scores are initially published.
The consumer in question has been sent three email requesting to provide their ID. They consumer has failed to attach their ID to any one of those emails, thus why their withdrawal request has been cancelled. The consumer still has an account balance of $5,826.83 in their account and they are...
free to submit a withdrawal request at this time. The consumer can also respond to any of the following emails sent to them on September 21st (two requests for and ID) and then on September 28th. All the consumer has to do is take a picture of their ID and attach it to the email. Once we have procured this document (and they have submitted a withdrawal request) we can approve their withdrawal. This is not a miscommunication, but rather a user error regarding the attachment of an document to an email.
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 # [redacted]. As I have stated from the beginning of the dispute no one else has made any deposits to my account except me. And that was only 1 time in the beginning. As previously stated by draftkings their own policy is to only allow 1 person to deposit to an account. There should have never been an issue with my account because if they followed their own policy it would have been denied and I should of been notified of fraudulent activity on my account and this could of been taken care of then. Now that I have won an amount of money over my deposit it becomes a problem. And thats only after I told them I didnt recognize the credit card numbers they had attached to my account. I sent the required drivers licence photo to verify my identity as I am the only person that should have any credit card information on file. They have a policy that basically lets them deny someone they money they won because of their own screwup
Regards,
[redacted]
This complaint was resolved with the consumer on 1/15. The merchant has already provided the desired compensation to the user of $20 in the form of a check which will be sent to the consumers address.
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 #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
[redacted]
Per our terms of use, We reserve the right to cancel Contests at any time. In the event of a cancellation, all entry fees will be refunded to the customer.Please note that this draft group was not cancelled solely because of the postponed games. There was an error when adjusting the contest start...
time of the draft group after the official announcement that the 2:10 and 2:20 games had been postponed.Due to the error the go live process of the contest started before the original 2:10 start time, and well before the the intended adjustment time of 4:00. The contests went 'live' at roughly 1:50. There were many different issues that subsequently created a less than ideal experience for a high number of users. As a result of evaluating all factors, we decided it was in the best interest to cancel the slate.I understand that this is less than ideal, and we are going to do everything in our power to make sure that this does not happen again going forward. Thank you for your patience and your understanding.Thank you,
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 # [redacted].
The consumer's withdrawal request was cancelled by our Accounting Department as they failed to provide their ID from a November 4th request. The consumer did reply to Incident #[redacted] yesterday at Yesterday 11:23 am, which was after their withdrawal request was cancelled. As the consumer's...
account was verified in our system (they have this recorded in the aforementioned incident number) they can simply submit their request again and our Accounting Department will approve the request for processing. The only reason there has been a delay in processing is due to the user not providing the requested verification documentation until yesterday, which again, was only after their request was cancelled.
Please review the attached correspondence that the consumer had with the merchant's Customer Experience staff regarding this matter. We do our best to have the most up to date player statuses. However, late scratches are an inherent risk of Daily Fantasy Sports and it is the consumer's...
responsibility to ensure that all drafted players are active for that particular game. In the future, the merchant would suggest using sites such as [redacted] and [redacted] for the most up to date information regarding player’s statuses on a daily basis.Since the outlined communication, the consumer has been utilizing the product in full and currently has upcoming contests. The merchant considers this matter resolved and if there is any further mediation necessary, we will be more than happy to comply.
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 # [redacted]. Please add your rejection comments below.
The law dictates that the company must report income IF they pay a party $600 or more in a calendar year. Draft Kings is instead implementing a policy where they are trying ot extort SSN's frm all customers even if they do not need them. They have the ultimate failsafe to secure SSN's from parties that earn $600 in that they hold the money of those paotrns until they comply. My complaint is that I did not earn $600 in 2015 and have nt in 2016, therefre they have n basis r request my SSN. (I am sure yuo can guess what a file of 100K or more SSN's with names & addresses is worth if soldo r hacked)Since my initial cmmunication to the Revdex.com I have attempted t close my account with them and withdraw my $160+ dollars and they have blocked my ability to withdraw. Aside from seeking resolutoin from the Revdex.com, I am also reviewing Phishing and Theft by Extortion statutes in my state (PA) in an attempt to get away from this company hlding my assets.My complaint has nw evolved from a policy/legal issue to now include withohlding money due.Regards,
[redacted]
The merchant has received word that the dispute has been resolved in the consumers favor. As the consumer did not drop the dispute, the merchant will not be reinstating the customers account per the Terms of Use agreed upon registration. As the consumer has received the $36 from the dispute, the...
merchant will not be crediting the consumer any further. The merchant deems this matter now resolved, but will be more than happy to comply with any further mediation.
The consumer in question can access their account and there are no restrictions applied to it at this time. They can access their account using the following credentials: Username: [redacted]Email: [redacted]If they click this link:...
https://www.draftkings.com/Account/ResetPassword, and enter your email in the box, we will send you an email containing a link to complete this process and reset your password. Make sure to check all email folders including your spam/junk folder. Additionally, the consumer made three $20.00 deposits on the following dates: 10/11/2015 10:15pm10/11/2015 10:19pm10/12/2015 07:10pmThe consumer then used the funds to enter a variety of contests on DraftKings. The consumer can access their account and view all transactions they authorized by going to their My Account page and clicking on the the "Transaction" tab. $20.00 of the $60.00 deposited total is currently "on hold" for a Season [redacted] league through [redacted] and DraftKings [redacted] product.
We apologize if you feel misled in any way regarding our deposit bonus. I can assure you, that is not our intention, and any person would feel frustrated if what they received is different from what they expected. I have forwarded your message containing your concerns and feedback through to our...
Marketing and Advertising Teams. In addition, you may withdraw your current account balance and our Accounting Department will process your withdrawal within 24 hours. Our deposit bonus is a rewards based program, used to promote frequent play on our site. Our advertising is meant to motivate users to visit and ultimately join DraftKings. We do our best to provide the details of the deposit bonus program. On the deposit page the first time you deposit we display a brief explanation of the terms in which your bonus is released. Further, we have a greater explanation of the terms in our FAQs and our Contact Us page. The deposit bonus releases in increments of $1 for every 100 Frequent Player Points (FPPs) you earn. FPPs are earned when joining any paid contest on the site. You do not receive FPPs when you enter free contests, such as FreeRolls. The higher the entry fee, the more FPPs you earn upon joining that contest. In addition, once you have earned 150 or more FPPs you can cash them in for free entries into specific contests from the FPP Store.Again, we apologize that you do not feel you received what you expected, and we certainly do not want you feeling as though you’ve started out poorly with your initial DraftKings experience. I want to thank you for reaching out with your feedback, and we appreciate and value you as a new user. If there is anything else we can do, please do not hesitate to reach out.
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 # [redacted].
The dispute they are talking about has been dropped. it was dropped a month ago by [redacted]. I have been trying to tell them this, but they would not respond to my emails. I have recieved my Credit card statement showing the $100.00 charge going back on my card. [redacted] told me they have notified draftkings of this on Nov. 4th 2016. I don't know what kind of game draftking is playing. All I know is they are not paying me my funds and are avoiding me.
Regards,
[redacted]
The merchants risk assessment team has sufficient evidence that indicates that that the consumer was operating multiple accounts for monetary gain which included illegitimate promotional bonuses. This is a violation of the merchants terms of service and player agreement. The merchant will not be taking any further action as the consumers $5 deposit has been refunded. We will be happy to comply with any further mediation.
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 # [redacted]. Please add your rejection comments below.
Regards,
[redacted]
We have issue a refund to the consumer's account: [redacted] Dec 03 01:12 pmGood Morning,This issue is not in regard to any potential suspicious activity on your account. You charged back $75 against DraftKings. When users chargeback we ban the account from use. We the refunded the remaining funds minus the $75 that you charged back.Please reach out to your bank and drop the dispute. Once we receive confirmation that the dispute has been dropped we will can move forward in reinstating your account.Best,[redacted]Customer Experience Associate DraftKings Inc.[redacted] Dec 03 01:02 pmI have sent you this request nearly twenty (20) times and you have refused to answer or communicate with me. I provided you with both numbers as provided by the Fraud Unit at [redacted]. The refunding of the money is only one issue. Was another account setup and money then drawn from my bank without my consent? I have a legal right to know and I deeply concerned that my identity and clearly my bank information were compromised from either inside or outside your company. ||[redacted] G <[redacted]>|| Dec 1 (2 days ago) | | | || to DraftKings ||Why do I have two account numbers with DraftKings when I only opened one?Why do I have two account numbers with DraftKings when I only opened one?[redacted] Nov 30 10:12 pmWhy do I have two account numbers if I only opened one account?[redacted] Nov 30 09:38 pmGood Evening,Your account has been closed due to chargebacks from the issuing bank. We have refunded the funds in the account minus the $75 that was charged back. The account will remain closed until the dispute is dropped and can be seen as such in our system. Please note, this process can take several weeks.Best,[redacted]Customer Experience Associate DraftKings Inc.[redacted] Nov 30 09:17 pmI am not sure you researched why my account was restricted. My location and your ability to verify it have nothing to do with why.You sent me the email stating I needed to access it to get back a portion of the money you seized.[redacted] B Nov 30 09:11 pmHi [redacted],We are currently experiencing high service volumes at the moment. If you do not find the answer to your inquiry below, please reply directly to this email. Please also utilize our FAQ page (https://www.draftkings.com/help/faq ) for additional information that may assist you..Q. I am in a permitted jurisdiction, however, my account is showing as restricted?A. We recently updated our geographic location authentication systems. IMPORTANT: When you receive the request to allow your location, YOU MUST SELECT “ALLOW". If you disallow this permission, you will not be able to use the website. For additional information on how to troubleshoot any potential issues you may encounter please visithttp://status.draftkings.com.Q. How does the deposit bonus work? I deposited money but the funds were not matched?A. You can track your deposit bonus by going to the "My Account" page and look for the "Pending Bonus" section in the middle of the page. The deposit bonus releases in increments of $1 for every 100 Frequent Player Points (FPP's) you earn. FPP's are earned when joining any paid contest on the site. You cannot directly access your deposit bonus to enter contests. You must release it $1.00 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.Q. I referred a friend to the site, however, I did not receive the bonus?A. In 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 deposit. Please provide your username and the username(s) of the referrals in question. We will investigate the issue and apply credits accordingly.Q. How do withdrawals work? How do I get my money?A. All winnings are credited to your DraftKing's Account. You can then use them to enter contests again or withdraw them. Any withdrawal requests, after approved by DraftKings, will be credited back to the same credit card or method of payment ([redacted], Gift Card) used to deposit funds on the Website dating back 3-months in chronological order. We ask that all of our users notify us prior to requesting their withdrawal of any deposit sources that are lost, stolen or closed. That way, we can go ahead and ban those deposit sources from our database, and they will no longer be refunded in future withdrawals.Again, please respond directly to this email if your inquiry was not addressed and one of our Customer Experience Associates will follow up as soon as possible. We apologize for any inconvenience this may cause and thank you for playing on DraftKings![redacted] Customer Experience Team Leader DraftKings Inc.[redacted] Nov 30 07:12 pmWhy is the account still restricted if I am receiving an email like this?On Mon, Nov 30, 2015 at 3:25 PM, DraftKings <[email protected]<mailto:[email protected]>> wrote: Hi [redacted],Your $387.24 DraftKings Withdrawal has been processed. Please check your My Account page for details of how your request was processed. Your confirmation number is [redacted].Also note that our policy on withdrawals is to first refund you back through your original payment source, and then to transfer the additional balance owed to you via [redacted] or Check as requested. [redacted] refunds will take 3-5 business days to show in your account. Credit Card refunds will take 2-7 business days.How your withdrawal was fulfilled: - Refunded 3 transactions totaling $300.00 to [redacted] card ending in [redacted].- Refunded 2 transactions totaling $87.24 to [redacted] card ending in [redacted].Please let us know if you have any questions.Thanks, DraftKings Support
We apologize if you feel misled in any way regarding our deposit bonus. I can assure you, that is not our intention, and any person would feel frustrated if what they received is different from what they expected. I have forwarded your message containing your concerns and feedback through to our...
Marketing and Advertising Teams. In addition, you may withdraw your current account balance and our Accounting Department will refund your deposit source within 24 hours. Our deposit bonus is a rewards based program, used to promote frequent play on our site. Our advertising is meant to motivate users to visit and ultimately join DraftKings. We do our best to provide the details of the deposit bonus program. On the deposit page the first time you deposit we display a brief explanation of the terms in which your bonus is released. Further, we have a greater explanation of the terms in our FAQs and our Contact Us page. The deposit bonus releases in increments of $1 for every 100 Frequent Player Points (FPPs) you earn. FPPs are earned when joining any paid contest on the site. You do not receive FPPs when you enter free contests, such as FreeRolls. The higher the entry fee, the more FPPs you earn upon joining that contest. In addition, once you have earned 150 or more FPPs you can cash them in for free entries into specific contests from the FPP Store.Again, we apologize that you do not feel you received what you expected, and we certainly do not want you feeling as though you’ve started out poorly with your initial DraftKings experience. We have expired the remaining pending bonus associated with your account and issued a site credit (DraftKings Dollars) of $40.00. DraftKings Dollars are cash-equivalent site credits that you can use for entry into any real money contest on the site. Think of it as a DraftKings gift card that you can use in real money contests. All freerolls with cash prizes and offer bonuses on DraftKings are paid out in DraftKings Dollars. DraftKings Dollars cannot be withdrawn, and can only be used for site contests.I want to thank you for reaching out with your feedback, and we appreciate and value you as a new user. If there is anything else we can do, please do not hesitate to reach out.
The consumer received the following confirmation email on October 3rd: Hi [redacted],Your $1,500.00 DraftKings Withdrawal has been processed. Please check your My Account page for details of how your request was processed.Your confirmation number is [redacted].Also note that our...
policy on withdrawals is to first refund you back through your original payment source, and then to transfer the additional balance owed to you via [redacted] or Check as requested. [redacted] refunds will take 3-5 business days to show in your account. Credit Card refunds will take 2-7 business days.How your withdrawal was fulfilled:- Refunded 11 transactions totaling $655.00 to [redacted] card ending in [redacted].- Direct Pay $845.00 via Check to [redacted]
[redacted]
[redacted] [redacted]
[redacted]Please let us know if you have any questions.Thanks,DraftKings Support The consumer must understand that we (DraftKings) cannot control the deliverer time of mail via the [redacted]. As stated in the confirmation presented to the consumer, his funds were issued back to his deposit sources and a check was provided. The consumer can review the respective accounts listed in the withdrawal confirmation email to locate his funds expected from the October 3rd withdrawal request.As a result of the above, Mr. [redacted] has received the full amount of money that he claims he did not receive in his Complaint.
This consumer claims that they have not been awarded their winnings, however fails to present that the winnings were credited to their account. Please refer to the screenshot attached, where it clearly states that the consumers account was credited with the appropriate $6 worth of winnings which is...
corresponding to their prize paying position in each contest. The $40 that the consumer references as not appearing in their account balance are funds that were used to enter contests, and then did not place in a prize paying position. When a user participates in a contest, and does not place in a prize paying position, they do not receive their entry fee back. As the consumer willingly entered these contests, we will not be issuing a refund for these contests. The consumers account has been closed, per their request, and their remaining $11 account balance has been refunded back to them.
As a threshold matter, DraftKings’ response to your letter
in no way waives its contractual right, pursuant to its terms of use, that the consumer must pursue his claims in a binding, non-class arbitration in
Massachusetts. While an arbitral forum
would be the appropriate forum to hear the...
consumer's claims, in fact, these claims
are meritless and should not proceed in any forum. His complaint fails to tie DraftKings’
alleged conduct to any harm he supposedly suffered. Nevertheless, and without waiving any of the
foregoing, DraftKings provides the following response to your complaint. SCORING REVISIONSDuring each game, DraftKings receives live scoring updates from our stats provider, [redacted]. After the game has concluded, DraftKings receives a final box score, which will be used to calculate the results of each contest. However, the leagues and stats provider will occasionally revise box scores after the final box score has been released. In the event this occurs, the player scores on DraftKings will not be updated and the settlements will not be revised. Note that this is not the same situation as a case where a correction needs to be made after settlement due to a bug or issue with the data feed or the settlement process. In these cases the settlement process (including payment) may be reversed and redone correctly.PAYOUTSDraftKings will wait until all of the final box scores have been reported for each contest's games to ensure that the final results are accurate. Our statistics provider, [redacted] will occasionally make revisions to final box scores that correct statistics published live during the games. In those cases, payouts will be based on the final box scores, not the box scores published during live games. If revisions are made after the final box scores are published, payouts will not be reversed or changed. If there is difficulty obtaining official results or issues with scoring, the contest may be settled the following day or whenever the final box scores are initially published.
The consumer in question has been sent three email requesting to provide their ID. They consumer has failed to attach their ID to any one of those emails, thus why their withdrawal request has been cancelled. The consumer still has an account balance of $5,826.83 in their account and they are...
free to submit a withdrawal request at this time. The consumer can also respond to any of the following emails sent to them on September 21st (two requests for and ID) and then on September 28th. All the consumer has to do is take a picture of their ID and attach it to the email. Once we have procured this document (and they have submitted a withdrawal request) we can approve their withdrawal. This is not a miscommunication, but rather a user error regarding the attachment of an document to an email.
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 # [redacted]. As I have stated from the beginning of the dispute no one else has made any deposits to my account except me. And that was only 1 time in the beginning. As previously stated by draftkings their own policy is to only allow 1 person to deposit to an account. There should have never been an issue with my account because if they followed their own policy it would have been denied and I should of been notified of fraudulent activity on my account and this could of been taken care of then. Now that I have won an amount of money over my deposit it becomes a problem. And thats only after I told them I didnt recognize the credit card numbers they had attached to my account. I sent the required drivers licence photo to verify my identity as I am the only person that should have any credit card information on file. They have a policy that basically lets them deny someone they money they won because of their own screwup
Regards,
[redacted]
This complaint was resolved with the consumer on 1/15. The merchant has already provided the desired compensation to the user of $20 in the form of a check which will be sent to the consumers address.
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 #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
[redacted]
Per our terms of use, We reserve the right to cancel Contests at any time. In the event of a cancellation, all entry fees will be refunded to the customer.Please note that this draft group was not cancelled solely because of the postponed games. There was an error when adjusting the contest start...
time of the draft group after the official announcement that the 2:10 and 2:20 games had been postponed.Due to the error the go live process of the contest started before the original 2:10 start time, and well before the the intended adjustment time of 4:00. The contests went 'live' at roughly 1:50. There were many different issues that subsequently created a less than ideal experience for a high number of users. As a result of evaluating all factors, we decided it was in the best interest to cancel the slate.I understand that this is less than ideal, and we are going to do everything in our power to make sure that this does not happen again going forward. Thank you for your patience and your understanding.Thank you,
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 # [redacted].
Regards,
[redacted]
The consumer's withdrawal request was cancelled by our Accounting Department as they failed to provide their ID from a November 4th request. The consumer did reply to Incident #[redacted] yesterday at Yesterday 11:23 am, which was after their withdrawal request was cancelled. As the consumer's...
account was verified in our system (they have this recorded in the aforementioned incident number) they can simply submit their request again and our Accounting Department will approve the request for processing. The only reason there has been a delay in processing is due to the user not providing the requested verification documentation until yesterday, which again, was only after their request was cancelled.
Please review the attached correspondence that the consumer had with the merchant's Customer Experience staff regarding this matter. We do our best to have the most up to date player statuses. However, late scratches are an inherent risk of Daily Fantasy Sports and it is the consumer's...
responsibility to ensure that all drafted players are active for that particular game. In the future, the merchant would suggest using sites such as [redacted] and [redacted] for the most up to date information regarding player’s statuses on a daily basis.Since the outlined communication, the consumer has been utilizing the product in full and currently has upcoming contests. The merchant considers this matter resolved and if there is any further mediation necessary, we will be more than happy to comply.
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 # [redacted]. Please add your rejection comments below.
The law dictates that the company must report income IF they pay a party $600 or more in a calendar year. Draft Kings is instead implementing a policy where they are trying ot extort SSN's frm all customers even if they do not need them. They have the ultimate failsafe to secure SSN's from parties that earn $600 in that they hold the money of those paotrns until they comply. My complaint is that I did not earn $600 in 2015 and have nt in 2016, therefre they have n basis r request my SSN. (I am sure yuo can guess what a file of 100K or more SSN's with names & addresses is worth if soldo r hacked)Since my initial cmmunication to the Revdex.com I have attempted t close my account with them and withdraw my $160+ dollars and they have blocked my ability to withdraw. Aside from seeking resolutoin from the Revdex.com, I am also reviewing Phishing and Theft by Extortion statutes in my state (PA) in an attempt to get away from this company hlding my assets.My complaint has nw evolved from a policy/legal issue to now include withohlding money due.Regards,
[redacted]
The merchant has received word that the dispute has been resolved in the consumers favor. As the consumer did not drop the dispute, the merchant will not be reinstating the customers account per the Terms of Use agreed upon registration. As the consumer has received the $36 from the dispute, the...
merchant will not be crediting the consumer any further. The merchant deems this matter now resolved, but will be more than happy to comply with any further mediation.
The consumer in question can access their account and there are no restrictions applied to it at this time. They can access their account using the following credentials: Username: [redacted]Email: [redacted]If they click this link:...
https://www.draftkings.com/Account/ResetPassword, and enter your email in the box, we will send you an email containing a link to complete this process and reset your password. Make sure to check all email folders including your spam/junk folder. Additionally, the consumer made three $20.00 deposits on the following dates: 10/11/2015 10:15pm10/11/2015 10:19pm10/12/2015 07:10pmThe consumer then used the funds to enter a variety of contests on DraftKings. The consumer can access their account and view all transactions they authorized by going to their My Account page and clicking on the the "Transaction" tab. $20.00 of the $60.00 deposited total is currently "on hold" for a Season [redacted] league through [redacted] and DraftKings [redacted] product.
We apologize if you feel misled in any way regarding our deposit bonus. I can assure you, that is not our intention, and any person would feel frustrated if what they received is different from what they expected. I have forwarded your message containing your concerns and feedback through to our...
Marketing and Advertising Teams. In addition, you may withdraw your current account balance and our Accounting Department will process your withdrawal within 24 hours. Our deposit bonus is a rewards based program, used to promote frequent play on our site. Our advertising is meant to motivate users to visit and ultimately join DraftKings. We do our best to provide the details of the deposit bonus program. On the deposit page the first time you deposit we display a brief explanation of the terms in which your bonus is released. Further, we have a greater explanation of the terms in our FAQs and our Contact Us page. The deposit bonus releases in increments of $1 for every 100 Frequent Player Points (FPPs) you earn. FPPs are earned when joining any paid contest on the site. You do not receive FPPs when you enter free contests, such as FreeRolls. The higher the entry fee, the more FPPs you earn upon joining that contest. In addition, once you have earned 150 or more FPPs you can cash them in for free entries into specific contests from the FPP Store.Again, we apologize that you do not feel you received what you expected, and we certainly do not want you feeling as though you’ve started out poorly with your initial DraftKings experience. I want to thank you for reaching out with your feedback, and we appreciate and value you as a new user. If there is anything else we can do, please do not hesitate to reach out.