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This complaint was resolved with the consumer on 1/ The merchant has already provided the desired compensation to the user of $in the form of a check which will be sent to the consumers address.

The consumer has failed to read any email the merchant has providedThe conusmer has contacted our support staff several times and each reply 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 failed to reply directly to each email they received they did not receive a direct responseThey continued to send new emails in and reeive the same email and their lack of attentiveness to the email sent by merchant, led to a non-response (due to their error). The consumer currently has a cash balance of $in their accountThey could have simply withdrawn the funds by going to their My Account page, clicking the Withdrawal tab and submitting a withdrawal requestAs the consumer has not realized they can perform this action without contacting our support staff, we have taken the liberty of doing so for himWe have submitted a $refund request for the consumer and they will receive a confirmation from our Accounting Department once the request has been processedThe confirmation code for the refund request is *** and the consumer must allow 2-business days for the funds to post back to their respective account.

The merchant has been in consistent communication with the customerThe customer has been refunded the $back to his deposit source and his DraftKings account has been reinstated for playIf the consumer would like any further mediation, the merchant will be more than happy to comply.

The consumers withdrawal was processed by the merchant on January 26th Per our withdrawal policies, we request that the consumer wait business days for the funds to post within their bank accountIn almost all cases this is much sooner than business day's, however we have seen
in rare cases it take up to the 8th business dayWe ask that the consumer wait until February 3rd to receive their fundsIf the consumer does not receive their funds by the 3rd, we will happily comply with any further mediation

The merchant has refunded all of the consumers deposits at this time and the consumer has no outstanding balance left in their accountThe merchant sent $payments to the consumer the dates of 10/12/15, 10/14/and 12/12/All funds have been accepted by ***If any further mediation is necessary, the merchant will happily comply.

On October 15th the Nevada Gaming Control Board made a determination that Daily Fantasy Sports is subject to the Nevada Gaming Control Act, and that all daily fantasy sports operators must cease operations in the State of Nevada immediatelyWhile we disagree with this decision, and take the view
that DFS is a game of skill, we respect the authority of the NGCB and will comply with their instructionsAs of October 15th,Nevada Residents are no longer be able to participate in our fantasy sports contestsThe consumer in question has contacted our support staff, however, they have failed to reply to the initial email they received stating "if you do not find the answer to your inquiry below, please respond directly to this email"As they did not reply to the email and continued to send new emails to our staff, they did not receive a targeted reply. At this time, we have submitted a refund request of $and the consumer can log into their account to view this transactionThe confirmation code of the transaction is *** and the consumer will receive a confirmation email from our Accounting Department once the request has been processed.

Please see below- the customer was instructed on how to submit a withdrawal request through our customer support team: *** * Yesterday 10:pmGood Evening,In order to process a withdrawal you will need to add your full name and addressPlease go to "My Account" and scroll to the bottom of Account Information where you will see the saved addresses sectionOnce you add this information you will be able to submit a withdrawal to your ***.Please let us know if you experience issues finding this section and we can assist you further.Best,*** *Customer Experience Associate DraftKings Inc.*** Yesterday 08:pmI want to withdraw my balance $- it won't even let me request it by check please process my balance back to me either by check or ***i only have one *** account so send it back the way it went to youi am not out of jursidiction, I am in the same place that you allowed the deposit.My email for ***: *** or send by check.*** ***-----Original Message-----*** * Yesterday 07:pmHi ***,We are currently experiencing high service volumes at the momentIf you do not find the answer to your inquiry below, please reply directly to this email.QI am in a permitted jurisdiction, however, my account is showing as restricted?AYou are receiving this message due to your current geographic locationOur systems have determined that you are in a prohibited jurisdiction and once you have returned to a permitted jurisdiction of play, you will regain full site accessYou will not be able to deposit funds or enter contests while you are in a prohibited jurisdiction of play.If you believe you have received this message in error, please respond with your Reference NumberIf you have already provided your reference number, please use either our Android or IOS applications while we continue to validate your desktop IP address.QHow does the deposit bonus work? I deposited money but the funds were not matched?AYou can track your deposit bonus by going to the "My Account" page and look for the "Pending Bonus" section in the middle of the pageThe deposit bonus releases in increments of $for every Frequent Player Points (FPP's) you earnFPP's are earned when joining any paid contest on the siteYou cannot directly access your deposit bonusYou must release it $at a time by participating in our contests.QWhy can't I withdraw to my *** account?AYou can only withdraw to a *** account that you have previously used to depositIf your *** account is not associated with your DraftKings account, you will need to withdraw via Check at this timeIf you would like to withdraw via *** moving forward, we suggest you use *** for your next depositAfter you have used your *** to deposit, you will be able to withdraw to that *** account at anytime moving forward.QMy withdrawal has processed, however, not all of the funds are in my *** account or check?AAny withdrawal requests, after approved by DraftKings, will be credited back to the same credit card or method of payment (***, Gift Card) used to deposit funds on the Website dating back 3-months in chronological orderDraftKings will only release withdrawals to a different credit card or other payment method other than that which was used to make deposit(s) after the aggregate amount of such deposit(s) has already been released back to the credit card(s) or payment method(s) used for the deposit(s)**If you no longer have access to the payment methods used to deposit funds previously, please let our customer support team know prior to submitting your request!**QMy withdrawal has been processed, however, I no longer have the card(s) you refundedNow what?AAs long as you still have the same account number with that company the funds will appear on your new card in 2-business daysYour account number and card number are two separate entities and as long as the account number (again, not the CARD number) is the same, your funds will appear.Please also utilize our FAQ page (https://www.draftkings.com/help/faq ) for additional information that may assist youAgain, If you do not find the answer to your inquiry, please reply directly to this emailWe apologize for any inconvenience this may cause and thank you for playing on DraftKings!BrandonCustomer Experience Team Leader*** Yesterday 06:pmI want to withdraw my $balance please send me a check or use my *** account: ***it won't accept my emailUser Context Data: Visitor ID: *** Session ID: *** User Agent: *** *** ** *** *** *** *** *** *** ***

The consumer contacted our Customer Support team at 5:AM EST this morning and received a reply at 6:AM ESTThe email they received also states "While 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 has failed to reply to that email, thus why they have not received an additional response from our Customer Support team. The Consumer received a total of $in contest prize winnings this morning between the times of 12:58am and 01:09amThey placed a $withdrawal request and they currently have a active cash balance of $and $on hold for upcoming contestsThe consumer can view all of these transactions within their account by going to their My Account page, clicking on the "transactions" tab and then scrolling through the listWe will not be issuing this user any additional form of compensation as they have received all proper contest winnings for their corresponding contests and it appears they are simply confused at this time.

As a leader in the *** *** *** *** we take the trust of our community very seriously and remain fiercely committed to the integrity of DraftKings’ Daily Fantasy Sports product.Effective immediately, DraftKings employees will be permanently prohibited from participation in any public daily fantasy games for moneyWe will also prohibit employees from any Daily Fantasy Sports contest operator from participating in games on DraftKingsWe are glad to see that others in the industry have followed suit and believe that this is an important next step in retaining the trust of our players.DraftKings has engaged a legal team from *** ***, led by former United States Attorney *** ***, to review our findings and conduct an investigation specific to the allegations against one of our employeesWe will release the summary of those findings upon completion.Furthermore, in order to maximize the integrity of our product and the protection of our players, we have been working with *** *** to advise us on ensuring that our policies and practices are second to none.DraftKings’ explosive growth is a testament to our ability to deepen our fans’ engagement with the sports they loveWe are committed to reinforcing the trust and security of our millions of loyal customers. The consumer is currently participating in Live contests on DraftKings.com, despite filing this claimWe will not be issuing a full refund as this consumer continues to use the services offered, however, at the conclusion of their live contests they have entered (which began last night) we will revisit this case with the user

As you can see from the email thread below we are in contact with this consumer and able to resolve directly with our support staff, however, the consumer has not compliedThe consumer can simply respond to the thread below to continue their verification process or we can close their account and
ban them from utilizing our services: Incident #*** Tuesday 10:pmGood evening,Your account is restricted due to multi-funding, not due to your locationPlease send us the requested information in order to move forward in verifying account.Best,***Customer Experience Associate DraftKings Inc.*** Tuesday 10:pmI wasted two hours researching for these games today and now it's too late to get into a betThis is ridiculous, I'm in California why is it restricted? I think I'm going to switch to *** if your not going to compensate for my wasted time with at least a few free games.Sent from my *** Tuesday 10:pmHi ***,We noticed that your account was funded by cards/*** accounts both in your name and another person's nameBy inputting a payment method to participate in real money contests, the Authorized Account Holder affirms that the Authorized Account Holder is the lawful owner of the payment method account used to make any deposit(s) on the WebsiteIt is a violation of our Terms of Use for any Authorized Account Holder to submit payment using any payment method that is not owned by the Authorized Account Holder.We have placed restrictions on your account pending verificationYou may still log in to your account, however, you may not be able to deposit, withdraw, and/or enter new contestsTo verify your account, please send us the following:A picture of the front and back of your driver's license A picture of the front and back of *** ***'s driver's license A picture of the front and back of the card that you used to deposit An explanation of any accounts used to fund your account that are not under your nameWe may require additional information to verify your accountOnce we have received that information, we can unlock your accountThank you for your cooperation.***Customer Experience Associate DraftKings Inc.*** Tuesday 09:pmYou sent me the FAQ but it didn't helpI'm in California and it says restricted accountWhy is this? *** is my accounts name.Sent from my *** * Tuesday 09:pmHi ***,We are currently experiencing high service volumes at the momentIf you do not find the answer to your inquiry below, please reply directly to this email.QI am in a permitted jurisdiction, however, my account is showing as restricted?AYou are receiving this message due to your current geographic locationOur systems have determined that you are in a prohibited jurisdiction and once you have returned to a permitted jurisdiction of play, you will regain full site accessYou will not be able to deposit funds or enter contests while you are in a prohibited jurisdiction of play.If you believe you have received this message in error, please respond with your Reference NumberIf you have already provided your reference number, please use either our Android or IOS applications while we continue to validate your desktop IP address.QHow does the deposit bonus work? I deposited money but the funds were not matched?AYou can track your deposit bonus by going to the "My Account" page and look for the "Pending Bonus" section in the middle of the pageThe deposit bonus releases in increments of $for every Frequent Player Points (FPP's) you earnFPP's are earned when joining any paid contest on the siteYou cannot directly access your deposit bonusYou must release it $at a time by participating in our contests.QWhy can't I withdraw to my *** account?AYou can only withdraw to a *** account that you have previously used to depositIf your *** account is not associated with your DraftKings account, you will need to withdraw via Check at this timeIf you would like to withdraw via *** moving forward, we suggest you use *** for your next depositAfter you have used your *** to deposit, you will be able to withdraw to that *** account at anytime moving forward.QMy withdrawal has processed, however, not all of the funds are in my *** account or check?AAny withdrawal requests, after approved by DraftKings, will be credited back to the same credit card or method of payment (***, Gift Card) used to deposit funds on the Website dating back 3-months in chronological orderDraftKings will only release withdrawals to a different credit card or other payment method other than that which was used to make deposit(s) after the aggregate amount of such deposit(s) has already been released back to the credit card(s) or payment method(s) used for the deposit(s)**If you no longer have access to the payment methods used to deposit funds previously, please let our customer support team know prior to submitting your request!**QMy withdrawal has been processed, however, I no longer have the card(s) you refundedNow what?AAs long as you still have the same account number with that company the funds will appear on your new card in 2-business daysYour account number and card number are two separate entities and as long as the account number (again, not the CARD number) is the same, your funds will appear.Please also utilize our FAQ page (https://www.draftkings.com/help/faq ) for additional information that may assist youAgain, If you do not find the answer to your inquiry, please reply directly to this emailWe apologize for any inconvenience this may cause and thank you for playing on DraftKings!***Customer Experience Team Leader*** Tuesday 08:pmHello please email me back ASAP about my account restriction I'm trying to join into a game tonight at and if I can't I'm going to deposit into *** insteadSent from my *** Tuesday 07:[email protected]: why is my account restricted ? Please fix is ASAPSent from my ***

A refund request has been submitted on this customer's behalf for the amount of $(their remaining account balance) and with the confirmation code of ***The consumer will receive an email from our Accounting Department once the request has been approved and processed
later this afternoon

The consumers desired amount is an arbitrary denomination and irrational requestThe contests in question were cancelled and all consumers impacted were refunded their entry fee. While we will not be offering the consumer in question a credit for the desired amount, we are willing to work with the consumer to resolve this matter in an amicable fashionWe are willing to issuing a credit of $to the consumers account and the consumer is free to utilize those funds as they wishIf you find this a fair resolution, please confirm.

On 9/*** replied to my e-mail stating, "Dear Mr***, Our home office is waiting for the list of subscribers from DraftkingsAs soon as they receive the list, they will be contacting each customer individuallyWe apologize for any inconvenience.Thank you for contacting ***Sincerely, *** ***Customer Service"Since I made the deposit with DraftKings ALMOST ONE MONTH PRIOR to 9/20, clearly DraftKings is at fault here and is failing to honor its promotion
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 # ***
The policy states the player has to be the owner on the account that is used to deposit. I was the owner on the account and no where did I enter someone else's name. This is the same account that has always been used to deposit to DraftKings and it has never been an issue. Additionally there are service issues as DraftKings employees never followed up with me on my emails to address my questions. That could have alleviated all this time spent with this complaint had they followed up which I would assume is part of their job. Lastly I believe DraftKings needs to strongly reconsider their policy to cancel lineups when they feel a violation has occurred. I can understand pulling the player entries from the contests but saving that players lineups they worked diligently on creating would be a great service to allow the player to correct the perceived violation and still have their lineups to then enter into the contests. I had fixed the perceived violation in time to have still entered my lineups I spent hours creating if DraftKings would have simply saved them (and gave me time to fix the issue) vscancelling the lineups. Please reconsider this policy as I have now seen this as a concern in multiple daily fantasy chat rooms and subscriptions I belong to Considering the amount of time and effort I have had to put into emailing DraftKings with a lack of clear response from their service reps, the amount of time lost in the cancelling of my lineups that I had worked that week on creating, and the potential of lost winnings had I been able to enter those lineups I am asking that DraftKings make a $deposit to my account that is available immediately instead of released as I play. I would like to continue to play with DraftKings and this is your opportunity to make this right and make up for the bad service I experienced and time this has cost me.
Regards,
*** ***

[A default letter is provided here which indicates your acceptance of the business's response. If you
wish, you may update it before sending it.]
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,
*** ***

This consumers account is currently open and active for useIt has never been restricted nor have we withheld any fundsThey can simply log into the? *** account using their account credentialsThis consumer should be aware of the following:You may establish only one account per person
to participate in the Services offered on the WebsiteIn the event DraftKings discovers that you have opened more than one account per person, in addition to any other rights that DraftKings may have, DraftKings reserves the right to suspend or terminate any or all of your accounts and terminate, withhold or revoke the awarding of any prizesYou are responsible for maintaining the confidentiality of your login names and passwords and you accept responsibility for all activities, charges, and damages that occur under your accountIt shall be a violation of these Terms of Use to allow any other person to use your account to participate in any contestIf you have reason to believe that someone is using your account without your permission, you should contact us immediatelyWe will not be responsible for any loss or damage resulting from your failure to notify us of unauthorized useIf we request registration information from you, you must provide us with accurate and complete information and must update the information when it changes."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

Until the dispute has been dropped on the aforementioned account, the account will not be reinstatedWe will be more than happy to withdraw the remaining balance in the account, which is $

At this time we have issued a stop payment on the check in question and returned the funds to the consumer's accountThe consumer must request another withdrawal request, however, it's highly recommend that they create a *** account and withdraw their funds through that methodIf they select check upon their withdrawal we cannot guarantee that the check will be delivered to their address based on past issues.?

We thank you for voicing your concern and providing your feedbackWe thank you for your respect for our process

We apologize if you feel misled in any way regarding our deposit bonusI 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 hours.? Our deposit bonus is a rewards based program, used to promote frequent play on our siteOur advertising is meant to motivate users to visit and ultimately join DraftKingsWe do our best to provide the details of the deposit bonus programOn the deposit page the first time you deposit we display a brief explanation of the terms in which your bonus is releasedFurther, we have a greater explanation of the terms in our FAQs and our Contact Us page.? The deposit bonus releases in increments of $for every Frequent Player Points (FPPs) you earnFPPs are earned when joining any paid contest on the siteYou do not receive FPPs when you enter free contests, such as FreeRollsThe higher the entry fee, the more FPPs you earn upon joining that contestIn addition, once you have earned or more FPPs you can cash them in for free entries into specific contests from the FPP Store.Again, we apologize that you do not feel you received what you expected, and we certainly do not want you feeling as though you’ve started out poorly with your initial DraftKings experienceWe have expired the remaining pending bonus associated with your account and issued a site credit (DraftKings Dollars) of $97.00.? DraftKings Dollars are cash-equivalent site credits that you can use for entry into any real money contest on the siteThink of it as a DraftKings gift card that you can use in real money contestsAll freerolls with cash prizes and offer bonuses on DraftKings are paid out in DraftKings DollarsDraftKings Dollars cannot be withdrawn, and can only be used for site contests.I want to thank you for reaching out with your feedback, and we appreciate and value you as a new userIf there is anything else we can do, please do not hesitate to reach out.?