The merchant has refunded all of the users deposits on the site, ensuring that the merchant is not at a net loss. When the consumer is able to verify all depositors on the account, at that point will the merchant release any additional winnings. The verification process that we request when there has been a violation of our terms of service, is to ensure that there is no fraudulent activity on the account. Once the account is verified, the merchant will happily release the winnings. However, at this time we believing that ensuring that the consumer is not at a net loss, by refunding all deposits is an amicable resolution.
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.
I have tried to withdraw my money and it does not allow me to. it keeps asking for an email address which I added but the error message won't go away. I want my $15.00 refunded to me. Please send me a check if you can't refund the way I deposited. Thank you. Regards,
[redacted]
Mr. [redacted]'s account was not closed simply because he made "negative" comments via social media. That would be a imprudent and preposterous reason to restrict ones account from our services. Despite Mr. [redacted] claims, his account was restricted for violating our Terms of Use by using a...
payment method not registered in his name to deposit funds. By 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 Website. It 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.Mr. [redacted] has refused to verify his account and as a result, is no longer permitted to utilize DraftKings services. We have closed Mr. [redacted]'s account and we will be issuing a refund back to the deposit methods used at the time of purchase. Mr. [redacted] will receive an email with the confirmation code of [redacted] once the refund has been processed by our Accounting Department.
The consumer submitted a $4,850.00 withdrawal request on 11/16/2015 12:38pm and they were sent the following email by a member of our Accounting Department yesterday afternoon: Incident #[redacted]Hi [redacted],We have received your withdrawal request and before we process the...
request, we just need you to send a picture of your Driver’s License to verify your identity and address on file. Please note that if the address on your driver's license is different than the address on your account we may ask for additional information to verify your account. Please attach your driver's license directly to this email at your earliest convenience.[redacted]DraftKings Inc. The consumer simply needs to respond directly to the following incident which was sent to [redacted], with their State Issued ID as the email states. Once the consumer simply provides their state issued ID for verification purposes, our Accounting Department will process their request. The consumer has failed to follow instructions and provide the requested information to date, thus delaying their withdrawal process.
Until the dispute has been dropped on the aforementioned account, the account will not be reinstated. We will be more than happy to withdraw the remaining balance in the account, which is $12.80.
As long as you still have the same account number with that company the funds will appear on your new card in 2-8 business days. Your 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 review the following thread where the consumer successfully resolved their issue with our support staff: #[redacted] Cash Out Problems - Select Address?SubmittedNovember 9, 2015, 10:05 AM Received viaWeb Service Requester[redacted] [redacted]...
<[redacted]>StatusSolved GroupSupport Assignee[redacted]Issue Type[redacted]::Withdrawal Issue[redacted] [redacted] Nov 9, 10:05 AMThis one is going to go to the appropriate entity.Fed up folks. You're a bunch of crooks.I have the SAME [redacted] account, NOTHING has changed, but you WILL NOT release $44.00 of my money.This will be the first withdrawal from my account to see what type of BS fees you charge to get MY money back, then future withdrawals will be made until I am finished with your corrupt business.I have screenshots. Get it fixed in 24 hours, or I will file for a criminal investigation. You guys are the worst.User Context Data: Visitor ID: [redacted] Session ID: [redacted] User Agent: [redacted]/[redacted], like [redacted] Nov 9, 10:14 AM[redacted],If you do not find the answer to your inquiry below, please respond directly to this email with your request.Q. What is the policy regarding withdrawals and/or how long does the withdrawal process take?A. 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. DraftKings 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).For example, you deposit $50 from a [redacted] card. With that $50 you enter a contest and win another $25. When you withdraw the full $75, $50 of it will go back to that same [redacted] while the other $25 will go back to either a [redacted] account or as a mail check.Our Accounting Department processes withdrawals Monday - Friday from 9 AM-5 PM. Any withdrawal requests that come in after 5 PM on Friday will be processed in the order that they were received starting the following Monday.Once our Accounting Department processes your withdrawal request (you'll receive a confirmation email), it typically takes anywhere from 2-8 business days for your funds to appear in your account. If you request a check it can take up to two weeks to receive.Q. I no longer have access to a card previously used to deposit. What are the next steps?A. We ask that all of our users notify us prior to requesting their withdrawal of any deposit sources that are lost, stolen, closed, etc. That way, we can go ahead and ban those deposit sources from our database, and they will no longer be refunded in future withdrawals. Further, once a deposit source is banned from our database, it will no longer be eligible for deposit.As long as you still have the same account number with that company the funds will appear on your new card in 2-8 business days. Your 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.Q. Why do I get an error message when trying to withdraw via [redacted]?A1. Please go ahead and update your physical address on your "My Account" page using the full site from a desktop or laptop computer under the "Saved Addresses" section. Once you add your physical address, you will be able to submit a withdrawal.A2. You are receiving this message because you are attempting to withdraw to a [redacted] account that has not been previously associated with your DraftKings account. You can only withdraw to a [redacted] account that you have previously used to deposit, withdraw, or is the same email as the one on your account. If your [redacted] account is not associated with your DraftKings account, you will need to withdraw via Check at this time. If you would like to withdraw via [redacted] moving forward, we suggest you use [redacted] for your next deposit. After you have used your [redacted] to deposit, you will be able to withdraw to that [redacted] account at anytime moving forward.If you do not find the answer to your inquiry above, please respond directly to this email and a Customer Experience Representative will follow up with you as soon as possible. Please also utilize the FAQ page (https://www.draftkings.com/help/faq) for an answer to your inquiry.Thanks![redacted]Customer Experience Team Leader DraftKings Inc[redacted] [redacted] Nov 9, 10:59 AMWonderful. You folks are a sorry excuse for a reputable business.A request for a withdrawal of a portion of my account funds, and you have the nerve to send me some sorry as generic reply?Get over yourselves. Someone is going to rightfully bring you people back down to earth. You are blatantly corrupt and a clear indication of why the DFS industry needs to be regulated.Every piece of communication henceforth is being forwarded to the Attorney General's Office in Boston, Massachusetts.Sick and tired of every request to address a problem with you people being shrugged off.All I am trying to do is generate an initial withdrawal of a portion of the monies in my account to check fees and how the process works. I will be removing ALL of my money in a timely fashion.This request for monies that are mine is being made to exactly the same account I used to deposit money, but your system indicates I need to use a correct address. [redacted].I sent a screenshot of the issue, here is another.[[redacted]All information collected henceforth will be retained as part of pending criminal and civil complaints filed against Draft Kings, Inc.Govern yourselves accordingly.Thanks.________________________________[redacted] Nov 9, 11:03 AM[redacted],I am unsure of the root cause of this issue but can request this [redacted] withdrawal request for you remotely if you would like. If this information you provided in the screenshot is consistent with what you wish to do, please let me know and I can process this for you.Please note that this time of year is still a high-volume period and will be for the remainder of football season. I ask for your patience and cooperation as you continue your communication with support moving forward.Thank you.[redacted]Customer Experience Associate DraftKings Inc.[redacted] [redacted] Nov 9, 11:09 AMYes [redacted], the screenshot is correct.Why will it not work the way it is supposed to? Going to compensate me for the hour of my time that has been wasted trying to get my money transferred as per your instructions?Sorry folks, but with all the suspicious data you post as accurate statistical information, (save me the song and dance about a disclaimer and all that crap), plus your inability to address problems in a timely fashion, my desire to continue as a customer on a daily basis as been compromised beyond repair.If you are having trouble keeping up with customer service volume, my suggestion would be to curtail the plethora of ads you bombard people with on TV, and spend a few of those bucks on customer service. You stick with this type of policy, and it isn't going to matter how many ads you run. Eventually the word is going to infiltrate the daily fantasy sports world that you are a poor choice. Good luck with that reputation in what is becoming a very competitive battlefield for new accounts.Thanks.________________________________[redacted] Nov 9, 11:31 AMHi [redacted],I should note that there is also $3.75 on hold for upcoming contests that begin tonight. If you would like these entries withdrawn as well and included in the withdrawn balance, please let me know.Due to the non-specificity of the error message, this would likely be something I would have our developers look into, if you wish.I understand not having issues addressed right away can be frustrating, and we wish we were not in a position to have to use the FAQs response to send to users at this time of year.That being said, the types of calls made regarding advertising, staffing, budget, etc. are not my nor anyone else in support's call to make. I am not one to judge or advise on the formulation of the opinion of DraftKings that you should make. However, whatever the sentiment, I encourage you to engage with our support staff in a respectful manner.Thank you.[redacted]Customer Experience Associate DraftKings Inc.[redacted] [redacted] Nov 9, 11:46 AMAll I indicated in my withdraw attempt all I want is a request for $44.00 be returned to my [redacted] account.I want the $111.21 balance left in my account, including ALL pending contests.I will make future withdraws at my own convenience.Hopefully you can understand that I have compiled dozens of screenshots concerning "technical errors", and suspicious data on your website, so these offers to refer situations to your technical engineers is not very encouraging. Personally? I think you need to put some ads in the employment section and scrap your current staff of programmers.Every time I make just about any inquiry I am seemingly given the old run around by Draft Kings. That in itself is the worst feature of your customer service. You are involved in a venture that already throws up red flags as to your level of integrity. To seemingly avoid issues that would compromise that integrity, is essentially admitting to your guilt.This has just been such a disappointing three months of playing everyday with Draft Kings, that I am about done. There are other options out there for DFS players, and hopefully those entities will be more transparent and provide a more enjoyable experience. As I mentioned, my biggest problem with Draft Kings has not been that there have been issues, but solely on the inept manner in which my complaints have been addressed.Please do not compromise my current account status. As I clearly have documented, I want $44 withdrawn. I will complete the rest of the process at my convenience after I document this first withdrawal.Thanks.________________________________[redacted] Nov 9, 11:56 AMHi [redacted],I was able to successfully request the $44 withdrawal precisely to your specifications.If you need anything else, even if it is a different issue, please reply directly to this thread. This would keep the request's identity as an existing one, reducing the likelihood of meeting the FAQs message again.Because we were able to make the request without a hitch on our end, this may also be a device-specific or browser-specific issue. If you find yourself withdrawing in the near future, I'd advise experimenting with different browsers and devices and let us know if you are experiencing the error you provided the screenshot for earlier, so we may be able to better narrow down what has occurred.Thank you.[redacted]Customer Experience Associate DraftKings Inc.[redacted] [redacted] Nov 9, 12:29 PMI appreciate you taking the time to fix this problem [redacted], but please understand this is not the first issue I have experienced with Draft Kings.I apologize, but at this juncture, I feel it may be in my best interest to assess the whole situation over this week and make a decision on how I wish to proceed with our relationship.There are just too many red flags to unethical practices happening at Draft Kings. There are a number of other venues available, and maybe they have their programmers more on board to provide an enjoyable experience for their DFS customers. I do not get that sense from Draft Kings.Just to let you know that I am not one of those little sneaky types, who do things behind people's backs. I have reported my experiences to various legal entitles, including filing a complaint with the Revdex.com in the Boston area.While I appreciate the seasonal volume of problems, etc. etc., that still does not excuse lackluster customer service. If you folks cannot fix problems, and or address this high volume of customer complaints, then you need suspend business activities until you can.________________________________Support Software by [redacted] All of our contests are legally compliant with federal and state law in every jurisdiction in which we operate. While there are nuances in various gaming laws that many will try to point to as a single determinative factor in whether a contest is “legal” or “illegal”, the true measure is whether the contest is determined to be a game of skill, as opposed to gambling which is a game based on chance, under applicable law. The outcomes of our contests are based on the exercise of skill by the participants, and accordingly our contests do not constitute unlawful gambling under applicable law. We take a circumspect approach to our compliance with gaming
laws, and as such we evaluate our contests to ensure compliance with all
applicable gaming laws, not just an isolated aspect of the UIGEA. All of the applicable gaming law prohibitions
are predicated upon a showing that the outcome of the contests is based on
varying levels of chance. Our contests
are designed such that the level of skill exercised by the participants determines
the outcome of the contest rather than chance. The threshold question is a little different when talking
about the UIGEA, particularly when you look at any aspect of the UIGEA in
isolation. An operator must determine
whether the game at issue is one of skill or one of chance. If the game is a game of skill under
applicable law, then we need not look any further into the exemptions in the
UIGEA and the elements contained in that exemption are irrelevant. All of DK’s contests are games of skill under
applicable law, and as such are not required to fulfill every element of the
UIGEA exemption since the UIGEA only applies to games that are games of chance
under applicable state and/or federal law.
What DraftKings responds to is not true. They refunded only $100.00 back to my credit card and charged another $17.00 to it on Aug 25th, Why did they charge my account when I closed my account. They are lying.
Regards,
[redacted]
All of our contests are legally compliant with federal and
state law in every jurisdiction in which we operate. While there are nuances in various gaming
laws that many will try to point to as a single determinative factor in whether
a contest is “legal” or “illegal”, the true measure is...
whether the contest is
determined to be a game of skill, as opposed to gambling which is a game based
on chance, under applicable law. The
outcomes of our contests are based on the exercise of skill by the
participants, and accordingly our contests do not constitute unlawful gambling
under applicable law. We take a circumspect approach to our compliance with gaming
laws, and as such we evaluate our contests to ensure compliance with all
applicable gaming laws, not just an isolated aspect of the UIGEA. All of the applicable gaming law prohibitions
are predicated upon a showing that the outcome of the contests is based on
varying levels of chance. Our contests
are designed such that the level of skill exercised by the participants determines
the outcome of the contest rather than chance. 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 player’s responsibility to ensure that all drafted players are active for that particular game. I understand that this is a very frustrating situation when it occurs. In the future, I would suggest using sites such as [redacted] and [redacted] for the most up to date information regarding player’s statuses on a daily basis.
The consumer has contacted the merchant several times, however, they have not followed instructions per the email. Each email they have received states the following: "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." As the consumer has failed to follow up directly to the reply from the merchant and created new emails, they have continued to receive a template response. We do not have a phone line for customer related matters. We receive a very high volume of inquires per day and the most efficient way to address all of them is via email. Phone support, would hinder our ability to fully address all inquiries received on a given day. All customer related inquiries are fielded via email and instant chat currently. The consumers account was restricted because their most recent deposit attempts into your DraftKings account have flagged their account as fraudulent. They failed numerous deposit attempts. We have placed restrictions on your account pending verification. You may still log in to your account, however, you may not be able to deposit, withdraw, and/or enter new contests.Please send pictures of the following to [email protected] :1. Photocopy of license or any other state issued id 2. Images of credit cards front and back that were used.Once we have these documents we will be able to verify your account and lift the restrictions.
The merchant is in communication directly with the consumer to resolve the matter. If the consumer would like to continue through the mediation process, we will be more than happy to comply.
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]
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. if the business would actually make contact with me they would u see stand that the account they are referring to is not the one I am referring too! I had previously set up an account that was also shut down due to their incompetence. When I tried to redo the accounts I set a new one up for myself, son, and wife. They actually took much more than $60 out of my account during this process. Thankfully, [redacted] was able to research and conclude that draft Kings had acted fraudulently and refunded some of our money. We were looking for the final $20 to be refunded when we sent this email...$20 that has nothing to do with the account this business mentioned above. For a company that deals with taking so much of people's money they really should offer phone customer service. Issues get lost in translation when done through email. As you can see this company isn't even understanding or discussing the account issue at hand here. I've never received such terrible customer service as this company. It's easy to see why they have a terrible Revdex.com rating.
Regards,
[redacted]
The consumers account was funded by three separate individuals. Per our multi funding policies, only one person may fund an individual account. Upon a violation of these Multi Funding policies, the merchant requests identification of all of those who deposited on the account. This practice is to...
ensure that there has been no fraudulent activity on the account. Once the three individuals have sent in the requested information, the account will be reinstated. The merchant has refunded the deposit total of the customer in full, ensuring the customer is not at a net loss. Any additional winnings can be withdrawn after the account has been verified by all depositors.
In no way are there any "bots" or otherwise acts of collusion on the site that would lead to a competitive advantage towards any user. We monitor the site extremely carefully for this activity and I can assure you that your beliefs are not validated. The integrity of both our site and the [redacted]...
[redacted] industry is one we take extreme pride and diligence with; we consider it a privilege to operate in this space and would never do anything to jeopardize our legitimacy.
The merchant has confirmed with the issuing bank that the dispute has not been dropped. The merchant has exhausted all potential avenues and is able to confirm the charge is still disputed. We require that the consumer work with the card issuing bank to resolve the matter at hand. As outlined in the terms of service, any consumer who charges back a deposit will have their account closed. Until the dispute has been dropped, the account will not be reinstated.
The consumer charged back a $20 deposit made on DraftKings. Per DraftKings Terms of Service, If any deposit is charged back any winnings generated from DraftKings contests shall be invalidated, forfeited and deducted from your Account balance. In addition, the amount of the initial...
deposit will be invalidated, forfeited and deducted from the Account balance. DraftKings reserves the right to close your account – without notice – shall a deposit be charged back." As an act of good faith, DraftKings is willing to remove the $20 that was disputed from the customers account and withdraw the remaining balance. The customer will be free withdraw these funds, however, they will not be eligible to play on DraftKings until the dispute has been dropped.
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]..
I should of been in at least top 100 place but a lot of those spots were not given to players why are you skipping winning ranking positions does nobody win those positions for example 3nd place to 22nd place just skipped that's not even possible. All games I speak about are done and numbers already tallied up I should be given the money I should of won if you didn't skip winning ranking positions
Regards,
[redacted]
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]
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] so long as my funds are refunded without having to provide the personal information they've insisted on in the past. I do not intend to use this service in the future as I do not feel comfortable providing this type of information to draftkings and intend to cancel my account immediately after receiving funds. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
[redacted]
The merchant has refunded all of the users deposits on the site, ensuring that the merchant is not at a net loss. When the consumer is able to verify all depositors on the account, at that point will the merchant release any additional winnings. The verification process that we request when there has been a violation of our terms of service, is to ensure that there is no fraudulent activity on the account. Once the account is verified, the merchant will happily release the winnings. However, at this time we believing that ensuring that the consumer is not at a net loss, by refunding all deposits is an amicable resolution.
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.
I have tried to withdraw my money and it does not allow me to. it keeps asking for an email address which I added but the error message won't go away. I want my $15.00 refunded to me. Please send me a check if you can't refund the way I deposited. Thank you. Regards,
[redacted]
Mr. [redacted]'s account was not closed simply because he made "negative" comments via social media. That would be a imprudent and preposterous reason to restrict ones account from our services. Despite Mr. [redacted] claims, his account was restricted for violating our Terms of Use by using a...
payment method not registered in his name to deposit funds. By 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 Website. It 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.Mr. [redacted] has refused to verify his account and as a result, is no longer permitted to utilize DraftKings services. We have closed Mr. [redacted]'s account and we will be issuing a refund back to the deposit methods used at the time of purchase. Mr. [redacted] will receive an email with the confirmation code of [redacted] once the refund has been processed by our Accounting Department.
The consumer submitted a $4,850.00 withdrawal request on 11/16/2015 12:38pm and they were sent the following email by a member of our Accounting Department yesterday afternoon: Incident #[redacted]Hi [redacted],We have received your withdrawal request and before we process the...
request, we just need you to send a picture of your Driver’s License to verify your identity and address on file. Please note that if the address on your driver's license is different than the address on your account we may ask for additional information to verify your account. Please attach your driver's license directly to this email at your earliest convenience.[redacted]DraftKings Inc. The consumer simply needs to respond directly to the following incident which was sent to [redacted], with their State Issued ID as the email states. Once the consumer simply provides their state issued ID for verification purposes, our Accounting Department will process their request. The consumer has failed to follow instructions and provide the requested information to date, thus delaying their withdrawal process.
Until the dispute has been dropped on the aforementioned account, the account will not be reinstated. We will be more than happy to withdraw the remaining balance in the account, which is $12.80.
As long as you still have the same account number with that company the funds will appear on your new card in 2-8 business days. Your 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 review the following thread where the consumer successfully resolved their issue with our support staff: #[redacted] Cash Out Problems - Select Address?SubmittedNovember 9, 2015, 10:05 AM Received viaWeb Service Requester[redacted] [redacted]...
s generic reply?Get over yourselves. Someone is going to rightfully bring you people back down to earth. You are blatantly corrupt and a clear indication of why the DFS industry needs to be regulated.Every piece of communication henceforth is being forwarded to the Attorney General's Office in Boston, Massachusetts.Sick and tired of every request to address a problem with you people being shrugged off.All I am trying to do is generate an initial withdrawal of a portion of the monies in my account to check fees and how the process works. I will be removing ALL of my money in a timely fashion.This request for monies that are mine is being made to exactly the same account I used to deposit money, but your system indicates I need to use a correct address. [redacted].I sent a screenshot of the issue, here is another.[[redacted]All information collected henceforth will be retained as part of pending criminal and civil complaints filed against Draft Kings, Inc.Govern yourselves accordingly.Thanks.________________________________[redacted] Nov 9, 11:03 AM[redacted],I am unsure of the root cause of this issue but can request this [redacted] withdrawal request for you remotely if you would like. If this information you provided in the screenshot is consistent with what you wish to do, please let me know and I can process this for you.Please note that this time of year is still a high-volume period and will be for the remainder of football season. I ask for your patience and cooperation as you continue your communication with support moving forward.Thank you.[redacted]Customer Experience Associate DraftKings Inc.[redacted] [redacted] Nov 9, 11:09 AMYes [redacted], the screenshot is correct.Why will it not work the way it is supposed to? Going to compensate me for the hour of my time that has been wasted trying to get my money transferred as per your instructions?Sorry folks, but with all the suspicious data you post as accurate statistical information, (save me the song and dance about a disclaimer and all that crap), plus your inability to address problems in a timely fashion, my desire to continue as a customer on a daily basis as been compromised beyond repair.If you are having trouble keeping up with customer service volume, my suggestion would be to curtail the plethora of ads you bombard people with on TV, and spend a few of those bucks on customer service. You stick with this type of policy, and it isn't going to matter how many ads you run. Eventually the word is going to infiltrate the daily fantasy sports world that you are a poor choice. Good luck with that reputation in what is becoming a very competitive battlefield for new accounts.Thanks.________________________________[redacted] Nov 9, 11:31 AMHi [redacted],I should note that there is also $3.75 on hold for upcoming contests that begin tonight. If you would like these entries withdrawn as well and included in the withdrawn balance, please let me know.Due to the non-specificity of the error message, this would likely be something I would have our developers look into, if you wish.I understand not having issues addressed right away can be frustrating, and we wish we were not in a position to have to use the FAQs response to send to users at this time of year.That being said, the types of calls made regarding advertising, staffing, budget, etc. are not my nor anyone else in support's call to make. I am not one to judge or advise on the formulation of the opinion of DraftKings that you should make. However, whatever the sentiment, I encourage you to engage with our support staff in a respectful manner.Thank you.[redacted]Customer Experience Associate DraftKings Inc.[redacted] [redacted] Nov 9, 11:46 AMAll I indicated in my withdraw attempt all I want is a request for $44.00 be returned to my [redacted] account.I want the $111.21 balance left in my account, including ALL pending contests.I will make future withdraws at my own convenience.Hopefully you can understand that I have compiled dozens of screenshots concerning "technical errors", and suspicious data on your website, so these offers to refer situations to your technical engineers is not very encouraging. Personally? I think you need to put some ads in the employment section and scrap your current staff of programmers.Every time I make just about any inquiry I am seemingly given the old run around by Draft Kings. That in itself is the worst feature of your customer service. You are involved in a venture that already throws up red flags as to your level of integrity. To seemingly avoid issues that would compromise that integrity, is essentially admitting to your guilt.This has just been such a disappointing three months of playing everyday with Draft Kings, that I am about done. There are other options out there for DFS players, and hopefully those entities will be more transparent and provide a more enjoyable experience. As I mentioned, my biggest problem with Draft Kings has not been that there have been issues, but solely on the inept manner in which my complaints have been addressed.Please do not compromise my current account status. As I clearly have documented, I want $44 withdrawn. I will complete the rest of the process at my convenience after I document this first withdrawal.Thanks.________________________________[redacted] Nov 9, 11:56 AMHi [redacted],I was able to successfully request the $44 withdrawal precisely to your specifications.If you need anything else, even if it is a different issue, please reply directly to this thread. This would keep the request's identity as an existing one, reducing the likelihood of meeting the FAQs message again.Because we were able to make the request without a hitch on our end, this may also be a device-specific or browser-specific issue. If you find yourself withdrawing in the near future, I'd advise experimenting with different browsers and devices and let us know if you are experiencing the error you provided the screenshot for earlier, so we may be able to better narrow down what has occurred.Thank you.[redacted]Customer Experience Associate DraftKings Inc.[redacted] [redacted] Nov 9, 12:29 PMI appreciate you taking the time to fix this problem [redacted], but please understand this is not the first issue I have experienced with Draft Kings.I apologize, but at this juncture, I feel it may be in my best interest to assess the whole situation over this week and make a decision on how I wish to proceed with our relationship.There are just too many red flags to unethical practices happening at Draft Kings. There are a number of other venues available, and maybe they have their programmers more on board to provide an enjoyable experience for their DFS customers. I do not get that sense from Draft Kings.Just to let you know that I am not one of those little sneaky types, who do things behind people's backs. I have reported my experiences to various legal entitles, including filing a complaint with the Revdex.com in the Boston area.While I appreciate the seasonal volume of problems, etc. etc., that still does not excuse lackluster customer service. If you folks cannot fix problems, and or address this high volume of customer complaints, then you need suspend business activities until you can.________________________________Support Software by [redacted] All of our contests are legally compliant with federal and state law in every jurisdiction in which we operate. While there are nuances in various gaming laws that many will try to point to as a single determinative factor in whether a contest is “legal” or “illegal”, the true measure is whether the contest is determined to be a game of skill, as opposed to gambling which is a game based on chance, under applicable law. The outcomes of our contests are based on the exercise of skill by the participants, and accordingly our contests do not constitute unlawful gambling under applicable law. We take a circumspect approach to our compliance with gaming
<[redacted]>StatusSolved GroupSupport Assignee[redacted]Issue Type[redacted]::Withdrawal Issue[redacted] [redacted] Nov 9, 10:05 AMThis one is going to go to the appropriate entity.Fed up folks. You're a bunch of crooks.I have the SAME [redacted] account, NOTHING has changed, but you WILL NOT release $44.00 of my money.This will be the first withdrawal from my account to see what type of BS fees you charge to get MY money back, then future withdrawals will be made until I am finished with your corrupt business.I have screenshots. Get it fixed in 24 hours, or I will file for a criminal investigation. You guys are the worst.User Context Data: Visitor ID: [redacted] Session ID: [redacted] User Agent: [redacted]/[redacted], like [redacted] Nov 9, 10:14 AM[redacted],If you do not find the answer to your inquiry below, please respond directly to this email with your request.Q. What is the policy regarding withdrawals and/or how long does the withdrawal process take?A. 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. DraftKings 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).For example, you deposit $50 from a [redacted] card. With that $50 you enter a contest and win another $25. When you withdraw the full $75, $50 of it will go back to that same [redacted] while the other $25 will go back to either a [redacted] account or as a mail check.Our Accounting Department processes withdrawals Monday - Friday from 9 AM-5 PM. Any withdrawal requests that come in after 5 PM on Friday will be processed in the order that they were received starting the following Monday.Once our Accounting Department processes your withdrawal request (you'll receive a confirmation email), it typically takes anywhere from 2-8 business days for your funds to appear in your account. If you request a check it can take up to two weeks to receive.Q. I no longer have access to a card previously used to deposit. What are the next steps?A. We ask that all of our users notify us prior to requesting their withdrawal of any deposit sources that are lost, stolen, closed, etc. That way, we can go ahead and ban those deposit sources from our database, and they will no longer be refunded in future withdrawals. Further, once a deposit source is banned from our database, it will no longer be eligible for deposit.As long as you still have the same account number with that company the funds will appear on your new card in 2-8 business days. Your 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.Q. Why do I get an error message when trying to withdraw via [redacted]?A1. Please go ahead and update your physical address on your "My Account" page using the full site from a desktop or laptop computer under the "Saved Addresses" section. Once you add your physical address, you will be able to submit a withdrawal.A2. You are receiving this message because you are attempting to withdraw to a [redacted] account that has not been previously associated with your DraftKings account. You can only withdraw to a [redacted] account that you have previously used to deposit, withdraw, or is the same email as the one on your account. If your [redacted] account is not associated with your DraftKings account, you will need to withdraw via Check at this time. If you would like to withdraw via [redacted] moving forward, we suggest you use [redacted] for your next deposit. After you have used your [redacted] to deposit, you will be able to withdraw to that [redacted] account at anytime moving forward.If you do not find the answer to your inquiry above, please respond directly to this email and a Customer Experience Representative will follow up with you as soon as possible. Please also utilize the FAQ page (https://www.draftkings.com/help/faq) for an answer to your inquiry.Thanks![redacted]Customer Experience Team Leader DraftKings Inc[redacted] [redacted] Nov 9, 10:59 AMWonderful. You folks are a sorry excuse for a reputable business.A request for a withdrawal of a portion of my account funds, and you have the nerve to send me some sorry a
laws, and as such we evaluate our contests to ensure compliance with all
applicable gaming laws, not just an isolated aspect of the UIGEA. All of the applicable gaming law prohibitions
are predicated upon a showing that the outcome of the contests is based on
varying levels of chance. Our contests
are designed such that the level of skill exercised by the participants determines
the outcome of the contest rather than chance. The threshold question is a little different when talking
about the UIGEA, particularly when you look at any aspect of the UIGEA in
isolation. An operator must determine
whether the game at issue is one of skill or one of chance. If the game is a game of skill under
applicable law, then we need not look any further into the exemptions in the
UIGEA and the elements contained in that exemption are irrelevant. All of DK’s contests are games of skill under
applicable law, and as such are not required to fulfill every element of the
UIGEA exemption since the UIGEA only applies to games that are games of chance
under applicable state and/or federal law.
What DraftKings responds to is not true. They refunded only $100.00 back to my credit card and charged another $17.00 to it on Aug 25th, Why did they charge my account when I closed my account. They are lying.
Regards,
[redacted]
All of our contests are legally compliant with federal and
state law in every jurisdiction in which we operate. While there are nuances in various gaming
laws that many will try to point to as a single determinative factor in whether
a contest is “legal” or “illegal”, the true measure is...
whether the contest is
determined to be a game of skill, as opposed to gambling which is a game based
on chance, under applicable law. The
outcomes of our contests are based on the exercise of skill by the
participants, and accordingly our contests do not constitute unlawful gambling
under applicable law. We take a circumspect approach to our compliance with gaming
laws, and as such we evaluate our contests to ensure compliance with all
applicable gaming laws, not just an isolated aspect of the UIGEA. All of the applicable gaming law prohibitions
are predicated upon a showing that the outcome of the contests is based on
varying levels of chance. Our contests
are designed such that the level of skill exercised by the participants determines
the outcome of the contest rather than chance. 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 player’s responsibility to ensure that all drafted players are active for that particular game. I understand that this is a very frustrating situation when it occurs. In the future, I would suggest using sites such as [redacted] and [redacted] for the most up to date information regarding player’s statuses on a daily basis.
The consumer has contacted the merchant several times, however, they have not followed instructions per the email. Each email they have received states the following: "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." As the consumer has failed to follow up directly to the reply from the merchant and created new emails, they have continued to receive a template response. We do not have a phone line for customer related matters. We receive a very high volume of inquires per day and the most efficient way to address all of them is via email. Phone support, would hinder our ability to fully address all inquiries received on a given day. All customer related inquiries are fielded via email and instant chat currently. The consumers account was restricted because their most recent deposit attempts into your DraftKings account have flagged their account as fraudulent. They failed numerous deposit attempts. We have placed restrictions on your account pending verification. You may still log in to your account, however, you may not be able to deposit, withdraw, and/or enter new contests.Please send pictures of the following to [email protected] :1. Photocopy of license or any other state issued id 2. Images of credit cards front and back that were used.Once we have these documents we will be able to verify your account and lift the restrictions.
The merchant is in communication directly with the consumer to resolve the matter. If the consumer would like to continue through the mediation process, 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 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]
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. if the business would actually make contact with me they would u see stand that the account they are referring to is not the one I am referring too! I had previously set up an account that was also shut down due to their incompetence. When I tried to redo the accounts I set a new one up for myself, son, and wife. They actually took much more than $60 out of my account during this process. Thankfully, [redacted] was able to research and conclude that draft Kings had acted fraudulently and refunded some of our money. We were looking for the final $20 to be refunded when we sent this email...$20 that has nothing to do with the account this business mentioned above. For a company that deals with taking so much of people's money they really should offer phone customer service. Issues get lost in translation when done through email. As you can see this company isn't even understanding or discussing the account issue at hand here. I've never received such terrible customer service as this company. It's easy to see why they have a terrible Revdex.com rating.
Regards,
[redacted]
The consumers account was funded by three separate individuals. Per our multi funding policies, only one person may fund an individual account. Upon a violation of these Multi Funding policies, the merchant requests identification of all of those who deposited on the account. This practice is to...
ensure that there has been no fraudulent activity on the account. Once the three individuals have sent in the requested information, the account will be reinstated. The merchant has refunded the deposit total of the customer in full, ensuring the customer is not at a net loss. Any additional winnings can be withdrawn after the account has been verified by all depositors.
In no way are there any "bots" or otherwise acts of collusion on the site that would lead to a competitive advantage towards any user. We monitor the site extremely carefully for this activity and I can assure you that your beliefs are not validated. The integrity of both our site and the [redacted]...
[redacted] industry is one we take extreme pride and diligence with; we consider it a privilege to operate in this space and would never do anything to jeopardize our legitimacy.
The merchant has confirmed with the issuing bank that the dispute has not been dropped. The merchant has exhausted all potential avenues and is able to confirm the charge is still disputed. We require that the consumer work with the card issuing bank to resolve the matter at hand. As outlined in the terms of service, any consumer who charges back a deposit will have their account closed. Until the dispute has been dropped, the account will not be reinstated.
The consumer charged back a $20 deposit made on DraftKings. Per DraftKings Terms of Service, If any deposit is charged back any winnings generated from DraftKings contests shall be invalidated, forfeited and deducted from your Account balance. In addition, the amount of the initial...
deposit will be invalidated, forfeited and deducted from the Account balance. DraftKings reserves the right to close your account – without notice – shall a deposit be charged back." As an act of good faith, DraftKings is willing to remove the $20 that was disputed from the customers account and withdraw the remaining balance. The customer will be free withdraw these funds, however, they will not be eligible to play on DraftKings until the dispute has been dropped.
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]..
I should of been in at least top 100 place but a lot of those spots were not given to players why are you skipping winning ranking positions does nobody win those positions for example 3nd place to 22nd place just skipped that's not even possible. All games I speak about are done and numbers already tallied up I should be given the money I should of won if you didn't skip winning ranking positions
Regards,
[redacted]
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]
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] so long as my funds are refunded without having to provide the personal information they've insisted on in the past. I do not intend to use this service in the future as I do not feel comfortable providing this type of information to draftkings and intend to cancel my account immediately after receiving funds. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
[redacted]