The consumer violated the merchants terms of service by providing monetary incentives for subsequent users to joinThe merchant has sufficient evidence the user consumer promoted he would pay any user who signed up through the consumers referral link in order to obtain promotional creditsThis is a violation of our Refer A Friend terms of service, as outlined in attachedOn the consumers account, the $deposit was refunded and processed on 1/27/These funds will be posted in the users bank account within business daysAs the consumer violated the merchants terms of service, the merchant is exercising their right to withhold any winnings in the consumers account above their deposit totalAt this time the merchant deems this matter resolved as it is a violation of the terms of service and player agreementWe will be happy to comply with any further mediation
This consumer violated the merchants Terms of Service which is agreed upon account inceptionAs the consumer violated our terms of service multiple times, the merchant will not taking any action as we have discussed this mater at length with the consumer
The consumer's withdrawal request was cancelled by our Accounting Department as they failed to provide their ID from a November 4th requestThe consumer did reply to Incident # [redacted] yesterday at Yesterday 11:am, which was after their withdrawal request was cancelledAs 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 processingThe 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
The consumer has filed a dispute with [redacted] regarding their deposit thus making them ineligible for the promotion at this timeDraftKings Support team does not have access to our partners databases to determine whether or not the fulfillment of a promotional offer has been validatedWe apologize for the delay and our Marketing team has been made aware of this issue
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 statement from the company is falseThe contest I attempted to enter came from a email from them and the ***There link in the email went right to the one day contestI entered all the information and when I attempted to submit the information I was told I need to pay money first to enter the free contestI then contacted the support department which said it is a free contest but you must deposit funds first before you can enter the free contest.] Regards, [redacted]
We apologize if you feel misled in any way regarding this offerI can assure you, that is not our intention, and any person would feel frustrated if what they received is different from what they expectedI have forwarded your message containing your concerns and feedback through to our Marketing and Advertising TeamsIn addition, you may withdraw your current account balance and our Accounting Department will refund your deposit source within hoursRequest a withdrawal via the My Account page when logged into your accountEntering the promo code grants you a Free $Entry ticket (with your first deposit of $or more), which you then can parlay into a $ticket for entry into the Millionaire MakerYou are not credited with a$ticket for entering a promo codeThis information is listed in the fine print of our ads
Despite the consumer's claims we have not received the requested informationThere are only two emails on file from this user under the said email addressThe user must locate email Incident # [redacted] sent on Nov 11:am and attach their ID directly to that emailOnce we have received the ID, their withdrawal request will be approved for processing
The consumer has contacted the merchant several times, however, they have not followed instructions per the emailEach email they have received states the following: "We are currently experiencing high service volumes at the momentIf you do not find the answer to your inquiry below, please reply directly to this emailPlease 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 responseWe do not have a phone line for customer related mattersWe receive a very high volume of inquires per day and the most efficient way to address all of them is via emailPhone support, would hinder our ability to fully address all inquiries received on a given dayAll customer related inquiries are fielded via email and instant chat currentlyThe consumers account was restricted because their most recent deposit attempts into your DraftKings account have flagged their account as fraudulentThey failed numerous deposit attemptsWe have placed restrictions on your account pending verificationYou may still log in to your account, however, you may not be able to deposit, withdraw, and/or enter new contests.Please send pictures of the following to [email protected] :Photocopy of license or any other state issued id 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
Please find my attached Drvers License [redacted] from accounting apparently tried to send me an email yesterday requesting my license, but I never received the email, nor was it in my spam....The cable company even checked and it could not be foundPerhaps he had my email wrong, it's [redacted] ,not.com.I'm trying to withdraw some money, and requested on Nov8th 2015, but the Administration cancelled it yesterday, so I requested a withdrawal of 4850.I cannot attach my license to an email from [redacted] which I never receivedKindly forward this email to ***.Thanks, [redacted]
Per our terms of use, We reserve the right to cancel Contests at any timeIn 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 gamesThere was an error when adjusting the contest start time of the draft group after the official announcement that the 2:and 2:games had been postponed.Due to the error the go live process of the contest started before the original 2:start time, and well before the the intended adjustment time of 4:The contests went 'live' at roughly 1:There were many different issues that subsequently created a less than ideal experience for a high number of usersAs 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 forwardThank you for your patience and your understanding.Thank you,
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] Yes, I understand that you reserve the right to cancel contests at any timePlease understand that I also have the right as a consumer to question your cancellation and point it out as an unfair practiceThe fact remains that DraftKings made the error and not the users I would think that when a company makes a mistake it’s the company that should suffer the consequences and not the usersDraftKings could have easily made the decision to refund the entry fee for users affected by the issues and continued the contest for users that were unaffected and that did nothing wrongThat option would have provided users with potentially winning lineups an opportunity to still win money in the contestThat would have meant further losses to DraftKings, so a user can only assume that’s why that did not happen You are correct that this situation is less than idealI hope regulators take these types of scenarios into account when crafting daily fantasy regulationsIf contests are to be truly fair then regulators need to consider more than just insider information and collusionThey need to ensure that users are being treated fairly in instances where the company has technical issues that affect the outcome of a contest One last thing I just want to point out that I'm not the only affected by these DraftKings issues See this Twitter thread [redacted] Regards, [redacted]
DraftKings commercial clearly offers a free entry into their Millionaire Maker event when you enter the promo code in the commercialAn entry into the Millionaire Maker has a $value Regards, [redacted]
The merchant has confirmed with the issuing bank that the dispute has not been droppedThe merchant has exhausted all potential avenues and is able to confirm the charge is still disputedWe require that the consumer work with the card issuing bank to resolve the matter at handAs outlined in the terms of service, any consumer who charges back a deposit will have their account closedUntil the dispute has been dropped, the account will not be reinstated
While the consumer claims they never received the said check, the merchant never had the check returned to our officeThe consumer should contact their local postal office for additional information
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 Yes, upon further review of your T&C's which might as well be entitled [redacted] , I find in no area that it states you will freeze a players account and thus remove them from any entries in which DraftKings has already acceptedThe reality is that if this was a problem depositing with a friends card it should fall on DraftKings plate to disable such opportunity for payment to go throughSimple, his name on the card doesn't match my name on the accountHow hard is that? This would avoid any and all confusion by the customer who doesn't have weeks, a bottle of B-and absolute silence to read your T&C'sThe secondary issue which I perceive to be the bigger of the two is that DraftKings allowed me to fun entries into a tournament, solely with the money from my friends card (which apparently is against the rules of DK) and did nothing to stop thisIf I have the ability to deposit with someone other than my name and the funds become mine essentially, then my entry to the tournament should have countInstead I was not notified of the error or non-compliance to the rules on page 347, rather my money was deposited, entered into a tournament after many hours of strategy and research and then pulled in the last second and put my account on lock-downI wasn't given a text, an email, or an alertAll my time and energy out the window because of lack of communication, which again, seems to be the issueI tried to go on chat which says Draftkings has been away for the last weeksI even sent emailsMy replies only consisted of automated garbage that repeated itself over and over regardless of the replyThis is unacceptable! If a rule was broken so be it, but the lack of communication and misleading to believe I was in the tournament caused the entirety of this complaintWhat DraftKings did was unfair, unjust and completely selfishNo I dont play $25,a week on there, but my money and my time is just as valuable as the guy who is depositing his mortgage every monthWe all should be entitled fair opportunity and not made to feel like we can be abused and not treated like we are nothing to themWord of mouth is the strongest referral for anything in life, and while I am sure they have a large market share I find it hard to believe they would make me go through so many emails with the same repetitive reply that didn't address my questions or concernBecause of this I dont have trust in DraftKings and feel they are only out there for the big fishMy customer experience was well below the experienceI've had issues resolved more timely and more pleasantly at the [redacted] than I have at the ***Yes, they refunded my money, but after too many emails providing the same info over and over again that fell on deaf ears Regards, [redacted] ***
Revdex.com: the have already filed requests, I wont be filing a thirdone on 11/and they sent me a verification email saying fill out another request.I sent my ID and shortly after that they cancelled my request.....I will not be satisfied until administration contacts me personallybecause obviously they are not being truthfuli sent a id on the 3rd and they cancelled my request shortly after that, again on the 5th, ans my inquiries went unanswered, so I sent another I sent another sent another on the and shortly after they cancelled....im not going thru this again, somebody from administration can contact me with the number I gave the Revdex.com night or dayone question is, "how long after a request is filed is it cancelled"??? the answer is there is no set time, but when you give them a picture id for the third time....they already had my ID from the first time they cancelled, because I got verification, so why not just send the money immediately when I filled out my second id?....and you did receive the id before you cancelled, and I bet a forensic computer analyst could prove that, and its looking like thats the way its headingthe only way this get worked out is if a admin calls me and tells me there sorry for the stall tactics, or for the incompetence for the workers involved 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 you are rejecting the business's response please enter your rejection comments here.] 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 Im Deeply saddened by this whole situation you have no proof of either claimsMy father has had one account and one account onlyYou asked for the id's of everyone we provided them and proved you wrongMay I ask why my mother's account is banned also? We did nothing And now my whole family can't play, and you stole 200$This is absurdI have never offered money for referrals and no one has ever multi accounted and you have zero proofPlease re-think your decisions as you have no proof of these absurd claimsIf I need to attach all of our id's again email me personallyI Have proved times now that we have people all of with their own account Regards, [redacted] ***
The consumer charged back a $ deposit made on DraftKingsPer 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 balanceIn addition, the amount of the initial deposit will be invalidated, forfeited and deducted from the Account balanceDraftKings 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 $that was disputed from the customers account and withdraw the remaining balanceThe 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] Please add your rejection comments below I reject the response based on the fact that this company has refused to explain why there were two (2) account numbers in my name One which I used and set up and the other pulling unauthorized "recurring" withdrawals I was alerted to this by my bank's Fraud Department I have asked for an explanation times via email because they refuse to speak with me Every email they have ignored.This is the basis for the original complaint and they have REFUSED to explain it The bank feels my identity may have been compromised and this group has conveniently failed to address or explain the the two (2) account numbers and unauthorized withdrawalsMoreover, they accused me of filing a claim and at this point I have set up alerts for Credit Monitoring.The fact they refuse to address it and respond suggests that they either do not care, don't have an explanation or they do not want to disclose what they have discovered Regards, [redacted]
The consumer violated the merchants terms of service by providing monetary incentives for subsequent users to joinThe merchant has sufficient evidence the user consumer promoted he would pay any user who signed up through the consumers referral link in order to obtain promotional creditsThis is a violation of our Refer A Friend terms of service, as outlined in attachedOn the consumers account, the $deposit was refunded and processed on 1/27/These funds will be posted in the users bank account within business daysAs the consumer violated the merchants terms of service, the merchant is exercising their right to withhold any winnings in the consumers account above their deposit totalAt this time the merchant deems this matter resolved as it is a violation of the terms of service and player agreementWe will be happy to comply with any further mediation
This consumer violated the merchants Terms of Service which is agreed upon account inceptionAs the consumer violated our terms of service multiple times, the merchant will not taking any action as we have discussed this mater at length with the consumer
The consumer's withdrawal request was cancelled by our Accounting Department as they failed to provide their ID from a November 4th requestThe consumer did reply to Incident # [redacted] yesterday at Yesterday 11:am, which was after their withdrawal request was cancelledAs 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 processingThe 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
The consumer has filed a dispute with [redacted] regarding their deposit thus making them ineligible for the promotion at this timeDraftKings Support team does not have access to our partners databases to determine whether or not the fulfillment of a promotional offer has been validatedWe apologize for the delay and our Marketing team has been made aware of this issue
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 statement from the company is falseThe contest I attempted to enter came from a email from them and the ***There link in the email went right to the one day contestI entered all the information and when I attempted to submit the information I was told I need to pay money first to enter the free contestI then contacted the support department which said it is a free contest but you must deposit funds first before you can enter the free contest.] Regards, [redacted]
We apologize if you feel misled in any way regarding this offerI can assure you, that is not our intention, and any person would feel frustrated if what they received is different from what they expectedI have forwarded your message containing your concerns and feedback through to our Marketing and Advertising TeamsIn addition, you may withdraw your current account balance and our Accounting Department will refund your deposit source within hoursRequest a withdrawal via the My Account page when logged into your accountEntering the promo code grants you a Free $Entry ticket (with your first deposit of $or more), which you then can parlay into a $ticket for entry into the Millionaire MakerYou are not credited with a$ticket for entering a promo codeThis information is listed in the fine print of our ads
Despite the consumer's claims we have not received the requested informationThere are only two emails on file from this user under the said email addressThe user must locate email Incident # [redacted] sent on Nov 11:am and attach their ID directly to that emailOnce we have received the ID, their withdrawal request will be approved for processing
The consumer has contacted the merchant several times, however, they have not followed instructions per the emailEach email they have received states the following: "We are currently experiencing high service volumes at the momentIf you do not find the answer to your inquiry below, please reply directly to this emailPlease 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 responseWe do not have a phone line for customer related mattersWe receive a very high volume of inquires per day and the most efficient way to address all of them is via emailPhone support, would hinder our ability to fully address all inquiries received on a given dayAll customer related inquiries are fielded via email and instant chat currentlyThe consumers account was restricted because their most recent deposit attempts into your DraftKings account have flagged their account as fraudulentThey failed numerous deposit attemptsWe have placed restrictions on your account pending verificationYou may still log in to your account, however, you may not be able to deposit, withdraw, and/or enter new contests.Please send pictures of the following to [email protected] :Photocopy of license or any other state issued id 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
Please find my attached Drvers License [redacted] from accounting apparently tried to send me an email yesterday requesting my license, but I never received the email, nor was it in my spam....The cable company even checked and it could not be foundPerhaps he had my email wrong, it's [redacted] ,not.com.I'm trying to withdraw some money, and requested on Nov8th 2015, but the Administration cancelled it yesterday, so I requested a withdrawal of 4850.I cannot attach my license to an email from [redacted] which I never receivedKindly forward this email to ***.Thanks, [redacted]
Per our terms of use, We reserve the right to cancel Contests at any timeIn 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 gamesThere was an error when adjusting the contest start time of the draft group after the official announcement that the 2:and 2:games had been postponed.Due to the error the go live process of the contest started before the original 2:start time, and well before the the intended adjustment time of 4:The contests went 'live' at roughly 1:There were many different issues that subsequently created a less than ideal experience for a high number of usersAs 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 forwardThank you for your patience and your understanding.Thank you,
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] Yes, I understand that you reserve the right to cancel contests at any timePlease understand that I also have the right as a consumer to question your cancellation and point it out as an unfair practiceThe fact remains that DraftKings made the error and not the users I would think that when a company makes a mistake it’s the company that should suffer the consequences and not the usersDraftKings could have easily made the decision to refund the entry fee for users affected by the issues and continued the contest for users that were unaffected and that did nothing wrongThat option would have provided users with potentially winning lineups an opportunity to still win money in the contestThat would have meant further losses to DraftKings, so a user can only assume that’s why that did not happen You are correct that this situation is less than idealI hope regulators take these types of scenarios into account when crafting daily fantasy regulationsIf contests are to be truly fair then regulators need to consider more than just insider information and collusionThey need to ensure that users are being treated fairly in instances where the company has technical issues that affect the outcome of a contest One last thing I just want to point out that I'm not the only affected by these DraftKings issues See this Twitter thread [redacted] Regards, [redacted]
DraftKings commercial clearly offers a free entry into their Millionaire Maker event when you enter the promo code in the commercialAn entry into the Millionaire Maker has a $value Regards, [redacted]
The merchant has confirmed with the issuing bank that the dispute has not been droppedThe merchant has exhausted all potential avenues and is able to confirm the charge is still disputedWe require that the consumer work with the card issuing bank to resolve the matter at handAs outlined in the terms of service, any consumer who charges back a deposit will have their account closedUntil the dispute has been dropped, the account will not be reinstated
While the consumer claims they never received the said check, the merchant never had the check returned to our officeThe consumer should contact their local postal office for additional information
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 Yes, upon further review of your T&C's which might as well be entitled [redacted] , I find in no area that it states you will freeze a players account and thus remove them from any entries in which DraftKings has already acceptedThe reality is that if this was a problem depositing with a friends card it should fall on DraftKings plate to disable such opportunity for payment to go throughSimple, his name on the card doesn't match my name on the accountHow hard is that? This would avoid any and all confusion by the customer who doesn't have weeks, a bottle of B-and absolute silence to read your T&C'sThe secondary issue which I perceive to be the bigger of the two is that DraftKings allowed me to fun entries into a tournament, solely with the money from my friends card (which apparently is against the rules of DK) and did nothing to stop thisIf I have the ability to deposit with someone other than my name and the funds become mine essentially, then my entry to the tournament should have countInstead I was not notified of the error or non-compliance to the rules on page 347, rather my money was deposited, entered into a tournament after many hours of strategy and research and then pulled in the last second and put my account on lock-downI wasn't given a text, an email, or an alertAll my time and energy out the window because of lack of communication, which again, seems to be the issueI tried to go on chat which says Draftkings has been away for the last weeksI even sent emailsMy replies only consisted of automated garbage that repeated itself over and over regardless of the replyThis is unacceptable! If a rule was broken so be it, but the lack of communication and misleading to believe I was in the tournament caused the entirety of this complaintWhat DraftKings did was unfair, unjust and completely selfishNo I dont play $25,a week on there, but my money and my time is just as valuable as the guy who is depositing his mortgage every monthWe all should be entitled fair opportunity and not made to feel like we can be abused and not treated like we are nothing to themWord of mouth is the strongest referral for anything in life, and while I am sure they have a large market share I find it hard to believe they would make me go through so many emails with the same repetitive reply that didn't address my questions or concernBecause of this I dont have trust in DraftKings and feel they are only out there for the big fishMy customer experience was well below the experienceI've had issues resolved more timely and more pleasantly at the [redacted] than I have at the ***Yes, they refunded my money, but after too many emails providing the same info over and over again that fell on deaf ears Regards, [redacted] ***
Revdex.com: the have already filed requests, I wont be filing a thirdone on 11/and they sent me a verification email saying fill out another request.I sent my ID and shortly after that they cancelled my request.....I will not be satisfied until administration contacts me personallybecause obviously they are not being truthfuli sent a id on the 3rd and they cancelled my request shortly after that, again on the 5th, ans my inquiries went unanswered, so I sent another I sent another sent another on the and shortly after they cancelled....im not going thru this again, somebody from administration can contact me with the number I gave the Revdex.com night or dayone question is, "how long after a request is filed is it cancelled"??? the answer is there is no set time, but when you give them a picture id for the third time....they already had my ID from the first time they cancelled, because I got verification, so why not just send the money immediately when I filled out my second id?....and you did receive the id before you cancelled, and I bet a forensic computer analyst could prove that, and its looking like thats the way its headingthe only way this get worked out is if a admin calls me and tells me there sorry for the stall tactics, or for the incompetence for the workers involved 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 you are rejecting the business's response please enter your rejection comments here.] Regards, [redacted] ***
Their commercial clearly offers a free entry into the millionaire maker and says nothing about a $entry Regards, [redacted]
Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] Please add your rejection comments below Im Deeply saddened by this whole situation you have no proof of either claimsMy father has had one account and one account onlyYou asked for the id's of everyone we provided them and proved you wrongMay I ask why my mother's account is banned also? We did nothing And now my whole family can't play, and you stole 200$This is absurdI have never offered money for referrals and no one has ever multi accounted and you have zero proofPlease re-think your decisions as you have no proof of these absurd claimsIf I need to attach all of our id's again email me personallyI Have proved times now that we have people all of with their own account Regards, [redacted] ***
The consumer charged back a $ deposit made on DraftKingsPer 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 balanceIn addition, the amount of the initial deposit will be invalidated, forfeited and deducted from the Account balanceDraftKings 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 $that was disputed from the customers account and withdraw the remaining balanceThe 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] Please add your rejection comments below I reject the response based on the fact that this company has refused to explain why there were two (2) account numbers in my name One which I used and set up and the other pulling unauthorized "recurring" withdrawals I was alerted to this by my bank's Fraud Department I have asked for an explanation times via email because they refuse to speak with me Every email they have ignored.This is the basis for the original complaint and they have REFUSED to explain it The bank feels my identity may have been compromised and this group has conveniently failed to address or explain the the two (2) account numbers and unauthorized withdrawalsMoreover, they accused me of filing a claim and at this point I have set up alerts for Credit Monitoring.The fact they refuse to address it and respond suggests that they either do not care, don't have an explanation or they do not want to disclose what they have discovered Regards, [redacted]