DraftKings Customer Service — Professional Guide

Executive summary and scope

DraftKings (founded 2012; publicly listed 2020 on NASDAQ as DKNG) is one of the largest digital sports betting and daily fantasy providers in North America and several international markets. Customer service is primarily handled through a centralized Help Center, in‑app/live chat, and email-based tickets; understanding the operational channels, typical response times, and documentation requirements eliminates delays and reduces escalation.

This guide explains practical steps for users and support professionals: how to reach DraftKings, what documents and data to prepare for KYC or payments, realistic timelines for deposits and withdrawals, how to escalate disputes, and templates and best practices that cut resolution time. The goal is to give technicians, account managers, and experienced users an actionable checklist rather than generalities.

Contact channels, availability, and realistic response times

Primary support channels are the DraftKings Help Center (help.draftkings.com), the in‑app messaging/live chat interface, and support ticket/email routing available through your account. DraftKings also maintains official social accounts (for status updates) at @DraftKings on X (Twitter) and facebook.com/draftkings, but these accounts are not substitutes for account‑specific support due to privacy rules.

Typical industry timings to expect: live chat usually provides the fastest first response (commonly under 10–30 minutes for initial triage in active markets), email/ticket responses are frequently returned within 24–72 hours for routine issues, and escalated compliance or regulatory investigations can take 7–30 business days depending on complexity. If a specific transaction is time‑sensitive (e.g., pending event wager), use live chat and explicitly request an expedited review, including the exact bet ID and timestamps.

Account verification and security requirements

DraftKings adheres to Know Your Customer (KYC) and anti‑money‑laundering standards across regulated jurisdictions. When customer service requests verification, common items required are government photo ID, proof of address, and evidence of the payment method used for deposits or withdrawals. Verification requests typically cite specifics (e.g., “Provide a government ID and a utility bill dated within the last 90 days”) and will block certain transactional functions until completed.

• Commonly requested documents: government‑issued photo ID (driver’s license, passport), proof of address (utility bill, bank statement within 60–90 days), selfie for face match, and a copy/photos of the front/back of the debit card or a bank statement showing the last 4 digits used (mask sensitive data).

Security best practices: do not send full card numbers or unredacted personal data via public channels; use the secure upload portals in the DraftKings account interface. Document processing time after upload is often 24–72 hours but can extend if manual review or regulatory verification (e.g., cross‑border identity checks) is necessary.

Deposits, withdrawals, fees, and processing times

Supported deposit methods typically include debit/credit cards, ACH/bank transfers, PayPal, online banking, and prepaid partners depending on jurisdiction. Withdrawals are routed by the same general methods and are subject to internal risk review and local regulatory holds. Practical timelines to budget for: ACH/electronic bank transfers typically post in 2–5 business days after approval; wire transfers are generally 1–2 business days but may incur bank wire fees and intermediary bank delays; eWallets such as PayPal can range from instant to 48 hours depending on platform verification.

Fee structures vary by payment partner and country. DraftKings itself commonly does not add a withdrawal fee for ACH transactions but may charge or pass through fees for expedited wires or international transfers; banks or payment processors may charge additional fees ($10–$50 is a typical wire range). Always check the Payments section in your account and the site terms for up‑to‑date fee disclosures and minimum/maximum limits that depend on the account’s verification status.

Handling disputes, chargebacks, and regulatory escalations

For transaction disputes (erroneous bets, unauthorized activity, or payout disagreements), open a support ticket immediately and provide the bet ID, exact timestamps (including time zone), stake amount, and screenshots of the relevant screens. DraftKings will conduct an internal review and may place a temporary hold while compliance completes adjudication. If a resolution is unsatisfactory, the standard next step is to request escalation to a supervisor and keep the ticket number for reference.

Regulatory complaint paths exist for most states and countries where DraftKings operates. If you believe local consumer protection or gaming rules were violated, file a complaint with the applicable gaming authority (for example, state gaming commissions in the U.S.) and include your DraftKings ticket number and copies of correspondence. Regulatory investigations can take weeks to months; maintain clear logs of dates, amounts, and communications to strengthen your case.

Best practices for fast resolution and a sample support checklist

Efficiency comes from preparation: always have your account ID (often a numeric or alphanumeric user reference), transaction/bet IDs, exact timestamps, device/OS/browser used, and screenshots ready before initiating contact. Use in‑app chat for time‑sensitive issues and email tickets for issues requiring document exchange. Keep a concise timeline in your message: one paragraph stating the problem, one with supporting data, and one with the outcome you seek (refund, reversal, account unlock, etc.).

• Support checklist to include in every ticket: Account ID, full transaction/bet ID(s), exact date & time (with timezone), amount, payment method (last 4 digits), a short sentence of what you were expecting vs. what happened, and 1–3 attached screenshots or PDFs.

Sample support message

“Account ID: 1234567. Transaction: Bet ID 987654321 on 2025‑08‑20 18:42 EDT for $50. Expected Result: wager settled after game ended; Actual Result: wager shows as ‘pending’ and funds are not available. Attached: screenshot of bet slip, account transaction history. Requested action: please settle and release funds or advise next steps. Thank you.”

Following this structured approach reduces back‑and‑forth, shortens resolution time, and provides a clear audit trail if regulatory escalation becomes necessary. Use the DraftKings Help Center (help.draftkings.com) as your starting point for links to secure uploads, terms, and state‑by‑state legal notices.

Is draftking illegal in any states?

California and daily fantasy sports
The state has never legalized DFS or made any laws outlawing it, allowing companies such as Underdog and PrizePicks to thrive in that vacuum.

Can I get a refund on DraftKings?

All deposits to DraftKings require a 1x play-through before your funds can be withdrawn. Your deposit may qualify for a refund. If eligible, DraftKings customer support can initiate a refund to the original payment method 24 hours after the deposit was made.

How long do draftking withdrawals take?

How long do withdrawals take? (US)

Method	Typical Timeline After Withdrawal Request in Business Days*
Debit Card	Up to 24 hours
Cash/Cage	1 Hour
Venmo	Up to 2 Days
Trustly Verified Withdrawals	1 Day

Where is DraftKings

Boston, MADraftKings / Headquarters
Nestled in the heart of the city, DraftKings was founded in Boston and serves as our headquarters.

Is DraftKings open on 24/7?

DraftKings Live Dealer tables are generally available 24 hours a day. All other tables, all roulette games, and Infinite Blackjack, are also generally available 24 hours a day.

Can you talk to someone at DraftKings?

If you’re a US or Ontario, Canada based Sportsbook or Casino customer, you can also request a callback via the Chatbot. Important Note: The option to request a callback is only available for logged in Sportsbook and Casino customers within the US. Callback isn’t available for Fantasy Sports customers.