The consumer violated the company's Terms of Service by using a payment in their name to attempt a deposit to their account. 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 WebsiteIt is a violation of our Terms of Use for any Authorized Account Holder to submit payment using any payment method that is not owned by the Authorized Account Holder. The consumer also failed to reply directly to three emails which stated the following in the first line" Due to high service volumes at the moment, please expect delayed response timesWhile we are assisting other customers, below you may find the answer to your inquiryIf you do not find the answer to your inquiry, please reply directly to this email." The consumer's account has been closed and a withdrawal a refund request of $has been submitted on their behalf (confirmation code ***)The consumer will receive a confirmation email once the request has been processed
The consumers withdrawal request was processed on 10/21/at 03:06pm EST and they received the following confirmation email to ***.Hi Roobx13,Your $DraftKings Withdrawal has been processed Please check your My Account page for details of how your request was
processed.Your confirmation number is ***.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 *** or Check as requested *** refunds will take 3-business days to show in your account Credit Card refunds will take 2-business days.How your withdrawal was fulfilled:- Refunded transactions totaling $via ***.Please let us know if you have any questions.Thanks,DraftKings Support
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #***I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*** ***
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 # ***
While that sounds like what should be done this has not been done in my situation! The funds where never returned back to me! In our prior exchange when my complaint was closed as unresolved draft kings stated that these funds where returned to my grandmothers credit card which they did not orginally come from The fact that they are sending this information as policy now when I have been saying that this should have happend last year, disturbs me as we are talking about dollars and if this was more money what would this company be doing! They have yet to show any proof that they made a refund transaction to any credit card in *** ***'s name let alone to the credit card that deposited money to draft kings! This is very criminal and fradulent! I have submitted my credit card statement prior! I can show where deposits, two separate where made to draft kings but no refund was ever sent back to me!
Regards,
*** ***
The consumer contacted our Customer Support team Yesterday 10:pm and provided their informationThey were instructed to submit a withdrawal request thorough their account which they have failed to do at this timeOnce they do submit a new withdrawal request our Accounting Department will approve the request as their identity has been verifiedThere is no further action the company can or will take through this mediation process
We 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 user is responsible to deposit funds into their DraftKings account and we do not under any circumstance debit funds without user authorizationThis consumer made an error (not a technical error on our behalf) and deposited more than they had in their bank accountA refund was processed and we will not be issuing compensation due to a consumer error
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 # ***Complaint ID #***It looks like my rejection to the merchants response was not saved in the system.A Revdex.com representative asked me to email my response.I reject Draftkings response. 1.) My credit card company initially sent paperwork to Draftkings and there merchant bank in order to verify the charge and state that it wasn't a duplicate (I disputed charge because I thought it was a duplicate)It's not a duplicate its a valid charge. Draftkings Merchant Bank failed to respond to my credit card companies dispute claim within days.My credit card company needs a response from Draftkings and there merchant bank in order to drop the dispute and process the $charge as I've requested that they doI've attempted to contact Draftkings via the number they provide with a representative of my credit card company on the line and nobody answers.2.) I'm asking that Draftkings and there merchant bank to verify the charge with my credit card company so that they can drop the disputeMy credit card company will not drop the dispute since they initiated the dispute and the proper protocol requires a response.Thanks,
*** ***
Regards,
*** ***
The consumer filed a dispute (chargeback) with their payment providerThis matter is now in mediation between the consumer's bank and the company's merchant bankThe consumer should contact their bank for an update as there is no action that will be taken on the company's behalf on this
forum
The consumer account in question was restricted for a violation of our Terms of Use. "Authorized Account Holder" is defined as the natural person years of age or older who is assigned to an e-mail address by an Internet access provider, on-line service provider, or other organization (e.g.,
business, education institution, etc.) that is responsible for assigning e-mail addresses for the domain associated with the submitted e-mail address for registration on the WebsiteBy inputting a payment method to participate in real money contests, the Authorized Account Holder hereby affirms that the Authorized Account Holder is the lawful owner of the payment method account used to make any deposit(s) on the WebsiteIt shall be a violation of these Terms of Use for any Authorized Account Holder to submit payment using any payment method that is not owned by the Authorized Account Holder.After several requests to the consumer to provide the requested information we never received the said documentationAdditionally, all documentation sent by our users are stored in a remote secondary database that is separate from our main databaseIn order to comply with PCI compliance practices, this is requiredOur Tech Team works tirelessly to ensure the protection of sensitive information of this kindConsumers are requested to fax this information to ***.To amicably resolve the dispute between the consumer and merchant, we have closed the consumers account and we will be issuing a full refund of lifetime deposits ($75.00)Our Accounting Department will process the refund request this afternoonThe consumer will receive a confirmation email once processed with details of the refund and payment methods refunded
This matter has been resolved between the merchant and consumer directly. *** Yesterday 09:amThank you for letting me know.*** * Yesterday 09:amHi ***,Your account (***) has been closed and your remaining balance has been refunded back to you per our
multi accounting policyPer our terms of use it is prohibited to fund multiple accountsYou will receive a confirmation email once the refund of the closed account has been processedPlease use your account (***) going forward.Best,***Customer Experience Associate DraftKings Inc.*** Yesterday 08:amjust want to play againUser Context Data: Visitor ID: *** Session ID: *** User Agent: *** *** ** *** *** *** *** ***
The customer communicated to customer support that they would file a dispute with their bank as a result of a contest cancellationPer DraftKings terms of use, we reserve the right to cancel a contest at any timeAs a matter of fraud protection, due to the claim that the consumer would ask their
bank to dispute the charges, we closed the customers accountWhen a customer indicates that they will file a chargeback dispute, it is our standard operating procedure to close the account permanently, regardless of who the customer isThe account will not be eligible for reinstatement
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***Please add your rejection comments below. I never initiated a dispute or asked *** for the funds to be returned, why am I being restricted for something *** did without my consent or knowledge? You mention "merchant bank" when we're dealing with *** not credit card issues
Regards,
*** ***
The merchant has provided the consumer the compensation desired by the consumerAt this time, the merchant deems this matter resolved, but will be willing to comply with any additional mediation
The consumer was instructed by our support staff how to add their physical address to their account and submit a withdrawal requestThe consumer's withdrawal request is currently on hold for processing as they submitted it outside of our Accounting business hours. Our Accounting
Department processes withdrawals Monday - Friday from AM-PMAny withdrawal requests that come in after 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-business days for your funds to appear in your accountIf you request a check it can take up to two weeks to receive
As outlined in the previous correspondence, the consumer operated outside of our Refer A Friend programs Terms of Service for his personal monetary gainAs the consumer abused the program, the merchant has exercised their right to close the consumers accountThe consumer has had all deposits refunded, ensuring that he is at no net loss while operating on the platformAt this time the merchant deems this matter resolved as all deposits have been refunded, and the consumer operated well outside of the merchants terms of serviceIf further mediation is necessary, we will be happy to comply
Revdex.com:I spoke via email asking if I won over dollars and that's why they need my ssn The response was if you won over and we need that info you will be contacted I asked to speak to a live human and they said no If I won over I would be fine with giving my ssn Since they can't show or tell you what I won I'm not giving them my ssn I want my money now dollars If they want to contact me via phone to explain why they need NY social just because, that would be fine
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***Please add your rejection comments below.
Regards,
*** ***
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***Please add your rejection comments below.
This is the repeated argument When we made a payment of $there was another charge that I was not aware of for $The $is the amount I put a claim forHowever, I was not aware it was for a depositI tried asking to make a payment of the $so that my husband could access the account, which they refused I've already called ***, the claim has been officially closed as I have mentioned before So since my husband not been able to access the account and I can't drop a claim that has been deemed closed from the bank, I want my refund of $115.00. The on going repetition of me dealing with the bank is not acceptable when I already spoken with the bank and they've informed me the claim has been closed therefore I can not drop it.
Regards,
*** ***
Re: ID # *** - *** ***Dear *** ***:Thank you for your cooperation in responding to the above consumer's complaint and for the opportunity to assist you with resolving their concerns. We notified *** *** of your response and requested notification of whether or not a satisfactory resolution had been reachedRevdex.com has not heard back from the consumer Therefore, the complaint has been closed and will be included in your firm’s Revdex.com Business Review as: “Answered - Revdex.com has not heard back from the consumer as to their satisfaction with the business’s response.” The text of your response may be publicly posted on Revdex.com’s website Revdex.com reserves the right to not post in accordance with Revdex.com policy, and we may edit your response to protect privacy rights and to remove inappropriate languageIn the event the consumer contacts Revdex.com again regarding this issue, we may reach out to you to review any new or additional information we've received from the consumer We appreciate your cooperation in addressing this issue, and hope we can be of service to you in the future.Sincerely,|Operations Team
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 tocomplaint # ***. while draftkings states that there were deposits from multiple people, those said funds never showed up in my playable fundsI asked that they simply do the math from my initial deposit, subtract contests entered, adding in my winnings and it would show that my deposit was the only one on my accountFurthermore, their own policy states they only accept deposits from the name on the account but they didn't say or suspend the account until I tried to withdraw some of the moneyAlso in my first calculations I did not include the amounts that they deposited back into the accounts of the other persons they say deposited moneyI would also like this reimbursed to me as well
Regards,
*** ***
The consumer violated the company's Terms of Service by using a payment in their name to attempt a deposit to their account. 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 WebsiteIt is a violation of our Terms of Use for any Authorized Account Holder to submit payment using any payment method that is not owned by the Authorized Account Holder. The consumer also failed to reply directly to three emails which stated the following in the first line" Due to high service volumes at the moment, please expect delayed response timesWhile we are assisting other customers, below you may find the answer to your inquiryIf you do not find the answer to your inquiry, please reply directly to this email." The consumer's account has been closed and a withdrawal a refund request of $has been submitted on their behalf (confirmation code ***)The consumer will receive a confirmation email once the request has been processed
The consumers withdrawal request was processed on 10/21/at 03:06pm EST and they received the following confirmation email to ***.Hi Roobx13,Your $DraftKings Withdrawal has been processed Please check your My Account page for details of how your request was
processed.Your confirmation number is ***.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 *** or Check as requested *** refunds will take 3-business days to show in your account Credit Card refunds will take 2-business days.How your withdrawal was fulfilled:- Refunded transactions totaling $via ***.Please let us know if you have any questions.Thanks,DraftKings Support
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #***I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*** ***
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 # ***
While that sounds like what should be done this has not been done in my situation! The funds where never returned back to me! In our prior exchange when my complaint was closed as unresolved draft kings stated that these funds where returned to my grandmothers credit card which they did not orginally come from The fact that they are sending this information as policy now when I have been saying that this should have happend last year, disturbs me as we are talking about dollars and if this was more money what would this company be doing! They have yet to show any proof that they made a refund transaction to any credit card in *** ***'s name let alone to the credit card that deposited money to draft kings! This is very criminal and fradulent! I have submitted my credit card statement prior! I can show where deposits, two separate where made to draft kings but no refund was ever sent back to me!
Regards,
*** ***
The consumer contacted our Customer Support team Yesterday 10:pm and provided their informationThey were instructed to submit a withdrawal request thorough their account which they have failed to do at this timeOnce they do submit a new withdrawal request our Accounting Department will approve the request as their identity has been verifiedThere is no further action the company can or will take through this mediation process
We 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 user is responsible to deposit funds into their DraftKings account and we do not under any circumstance debit funds without user authorizationThis consumer made an error (not a technical error on our behalf) and deposited more than they had in their bank accountA refund was processed and we will not be issuing compensation due to a consumer error
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 # ***Complaint ID #***It looks like my rejection to the merchants response was not saved in the system.A Revdex.com representative asked me to email my response.I reject Draftkings response. 1.) My credit card company initially sent paperwork to Draftkings and there merchant bank in order to verify the charge and state that it wasn't a duplicate (I disputed charge because I thought it was a duplicate)It's not a duplicate its a valid charge. Draftkings Merchant Bank failed to respond to my credit card companies dispute claim within days.My credit card company needs a response from Draftkings and there merchant bank in order to drop the dispute and process the $charge as I've requested that they doI've attempted to contact Draftkings via the number they provide with a representative of my credit card company on the line and nobody answers.2.) I'm asking that Draftkings and there merchant bank to verify the charge with my credit card company so that they can drop the disputeMy credit card company will not drop the dispute since they initiated the dispute and the proper protocol requires a response.Thanks,
*** ***
Regards,
*** ***
The consumer filed a dispute (chargeback) with their payment providerThis matter is now in mediation between the consumer's bank and the company's merchant bankThe consumer should contact their bank for an update as there is no action that will be taken on the company's behalf on this
forum
The consumer account in question was restricted for a violation of our Terms of Use. "Authorized Account Holder" is defined as the natural person years of age or older who is assigned to an e-mail address by an Internet access provider, on-line service provider, or other organization (e.g.,
business, education institution, etc.) that is responsible for assigning e-mail addresses for the domain associated with the submitted e-mail address for registration on the WebsiteBy inputting a payment method to participate in real money contests, the Authorized Account Holder hereby affirms that the Authorized Account Holder is the lawful owner of the payment method account used to make any deposit(s) on the WebsiteIt shall be a violation of these Terms of Use for any Authorized Account Holder to submit payment using any payment method that is not owned by the Authorized Account Holder.After several requests to the consumer to provide the requested information we never received the said documentationAdditionally, all documentation sent by our users are stored in a remote secondary database that is separate from our main databaseIn order to comply with PCI compliance practices, this is requiredOur Tech Team works tirelessly to ensure the protection of sensitive information of this kindConsumers are requested to fax this information to ***.To amicably resolve the dispute between the consumer and merchant, we have closed the consumers account and we will be issuing a full refund of lifetime deposits ($75.00)Our Accounting Department will process the refund request this afternoonThe consumer will receive a confirmation email once processed with details of the refund and payment methods refunded
This matter has been resolved between the merchant and consumer directly. *** Yesterday 09:amThank you for letting me know.*** * Yesterday 09:amHi ***,Your account (***) has been closed and your remaining balance has been refunded back to you per our
multi accounting policyPer our terms of use it is prohibited to fund multiple accountsYou will receive a confirmation email once the refund of the closed account has been processedPlease use your account (***) going forward.Best,***Customer Experience Associate DraftKings Inc.*** Yesterday 08:amjust want to play againUser Context Data: Visitor ID: *** Session ID: *** User Agent: *** *** ** *** *** *** *** ***
The customer communicated to customer support that they would file a dispute with their bank as a result of a contest cancellationPer DraftKings terms of use, we reserve the right to cancel a contest at any timeAs a matter of fraud protection, due to the claim that the consumer would ask their
bank to dispute the charges, we closed the customers accountWhen a customer indicates that they will file a chargeback dispute, it is our standard operating procedure to close the account permanently, regardless of who the customer isThe account will not be eligible for reinstatement
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***Please add your rejection comments below. I never initiated a dispute or asked *** for the funds to be returned, why am I being restricted for something *** did without my consent or knowledge? You mention "merchant bank" when we're dealing with *** not credit card issues
Regards,
*** ***
The merchant has provided the consumer the compensation desired by the consumerAt this time, the merchant deems this matter resolved, but will be willing to comply with any additional mediation
DraftKings has debited the $and created a withdrawal for the remaining balance
The consumer was instructed by our support staff how to add their physical address to their account and submit a withdrawal requestThe consumer's withdrawal request is currently on hold for processing as they submitted it outside of our Accounting business hours. Our Accounting
Department processes withdrawals Monday - Friday from AM-PMAny withdrawal requests that come in after 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-business days for your funds to appear in your accountIf you request a check it can take up to two weeks to receive
As outlined in the previous correspondence, the consumer operated outside of our Refer A Friend programs Terms of Service for his personal monetary gainAs the consumer abused the program, the merchant has exercised their right to close the consumers accountThe consumer has had all deposits refunded, ensuring that he is at no net loss while operating on the platformAt this time the merchant deems this matter resolved as all deposits have been refunded, and the consumer operated well outside of the merchants terms of serviceIf further mediation is necessary, we will be happy to comply
Revdex.com:I spoke via email asking if I won over dollars and that's why they need my ssn The response was if you won over and we need that info you will be contacted I asked to speak to a live human and they said no If I won over I would be fine with giving my ssn Since they can't show or tell you what I won I'm not giving them my ssn I want my money now dollars If they want to contact me via phone to explain why they need NY social just because, that would be fine
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***Please add your rejection comments below.
Regards,
*** ***
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***Please add your rejection comments below.
This is the repeated argument When we made a payment of $there was another charge that I was not aware of for $The $is the amount I put a claim forHowever, I was not aware it was for a depositI tried asking to make a payment of the $so that my husband could access the account, which they refused I've already called ***, the claim has been officially closed as I have mentioned before So since my husband not been able to access the account and I can't drop a claim that has been deemed closed from the bank, I want my refund of $115.00. The on going repetition of me dealing with the bank is not acceptable when I already spoken with the bank and they've informed me the claim has been closed therefore I can not drop it.
Regards,
*** ***
Re: ID # *** - *** ***Dear *** ***:Thank you for your cooperation in responding to the above consumer's complaint and for the opportunity to assist you with resolving their concerns. We notified *** *** of your response and requested notification of whether or not a satisfactory resolution had been reachedRevdex.com has not heard back from the consumer Therefore, the complaint has been closed and will be included in your firm’s Revdex.com Business Review as: “Answered - Revdex.com has not heard back from the consumer as to their satisfaction with the business’s response.” The text of your response may be publicly posted on Revdex.com’s website Revdex.com reserves the right to not post in accordance with Revdex.com policy, and we may edit your response to protect privacy rights and to remove inappropriate languageIn the event the consumer contacts Revdex.com again regarding this issue, we may reach out to you to review any new or additional information we've received from the consumer We appreciate your cooperation in addressing this issue, and hope we can be of service to you in the future.Sincerely,|Operations Team
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 tocomplaint # ***. while draftkings states that there were deposits from multiple people, those said funds never showed up in my playable fundsI asked that they simply do the math from my initial deposit, subtract contests entered, adding in my winnings and it would show that my deposit was the only one on my accountFurthermore, their own policy states they only accept deposits from the name on the account but they didn't say or suspend the account until I tried to withdraw some of the moneyAlso in my first calculations I did not include the amounts that they deposited back into the accounts of the other persons they say deposited moneyI would also like this reimbursed to me as well
Regards,
*** ***