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  • DraftKings_CM

    • DraftKings Representative

    On behalf of DraftKings, we are proud to announce our newly created Community team. Our group was formed to listen, engage, and advocate for the player community at large while championing our industry leading commitment to a world class game experience. We are here to represent your feedback inside the walls of DraftKings, because your ideas can help us deliver an increasingly better experience for all players. You can read our introductory post here: https://rotogrinders.com/threads/draftkings-cm-is-now-on-rotogrinders-2496208

    Now it’s your chance – what would you like to know? Do you have a suggestion you would like to share? We will do our best to answer all honest and respectful questions you post in this thread, in turn we hope to help players like you have a better understanding of how the world’s largest fantasy sports ecosystem works. Please allow us some time before responding to your questions and comments, you deserve well thought out answers – and that takes time.

    - DraftKings Community Team

  • ryanprzy

    @DraftKings_CM said...

    Why haven’t you addressed the big crash that happened during the later MLB slates last night?

    Last night there was an issue where the DraftKings Android app experienced crashes when viewing recent entries, while the iOS app and web experience appeared to show recent entries as undrafted. The problem has already been solved and it has been addressed using our support channel at support@draftkings.com as well as information provided on our dk_assist twitter channel which we use for customer support announcements. Anytime you have a problem, the optimal solution is to email us at supportdraftkings.com for the fastest resolution.

    For clarity, our presence on RotoGrinders is to help provide occasional clarity and gain insight – we do not provide an active presence on the forum. We visit RG only when time allows, RG is not considered a support channel but we still visit to remain engaged and be involved in discussions where we have the occasional free moment.

    - DraftKings Community Team

    Thanks for the reply. I didn’t think e-mailing support was a good idea because the masses who were affected by it were probably already doing that. Overloading such a weak infrastructure seemed counterproductive. I’m impressed though if you guys have a large enough support team to resolve those types of problems individually.

  • JaBr

    I don’t understand the decision to once again stop creating NFL Dime Time contests on Saturday. This is when people are entering contests and is perfect time to have them posted up and filling.

  • ryanprzy

    @JaBr said...

    I don’t understand the decision to once again stop creating NFL Dime Time contests on Saturday. This is when people are entering contests and is perfect time to have them posted up and filling.

    It’s because they don’t want to risk overlay on the bigger buy-in contests.

  • DraftKings_CM

    • DraftKings Representative

    Thanks for the reply. I didn’t think e-mailing support was a good idea because the masses who were affected by it were probably already doing that. Overloading such a weak infrastructure seemed counterproductive. I’m impressed though if you guys have a large enough support team to resolve those types of problems individually.

    We currently have around 100 team members working to answer customer support tickets during the peak NFL seasons. We strive to respond to everyone as quickly as possible – yet that is easier to accomplish for some topics, while others require more time. Regardless, we welcome all questions through emailing support@draftkings.com for DFS and sportsbook@draftkings.com for Sportsbook – your messages to us are always welcomed.

    I don’t understand the decision to once again stop creating NFL Dime Time contests on Saturday. This is when people are entering contests and is perfect time to have them posted up and filling.

    On Saturday we were focusing our $.10 liquidity on larger format dime GPPs with 2k-5k prize pools. Mid-day we started promoting our smaller dime contests with sub-$1K prize pools.

    PS: “Dime Time” isn’t used in football contests, we have other names used to market these contests instead.

    It’s because they don’t want to risk overlay on the bigger buy-in contests.

    Actually, it’s because we want to drive the $.10 liquidity to the larger format dime contests – but we typically return by offering what JaBr is looking for rather quickly.

    Make it Reign!

    - DraftKings Community Team

  • DefinitelyMiami

    Draftkings I emailed support yesterday and would appreciate a response please

  • JaBr

    NHL Achievements to be released soon hopefully?

  • kujo33

    Why are the lineup cards not updated for PGA?

  • BobbyTheBrain

    How long are withdrawals taking on average as of late

  • DraftKings_CM

    • DraftKings Representative

    Draftkings I emailed support yesterday and would appreciate a response please

    We appreciate your patience as our Support Staff navigates through the busiest time of the year – the start of Football Season. Hang in there, we will eventually respond to everyone. Thanks for your patience.

    How long are withdrawals taking on average as of late

    The expediency of withdrawals can be dependant on your selected method, and in some instances your bank. Our Accounting Department processes withdrawals Monday – Friday from 9 AM-5 PM. Any withdrawal requests that come in after 5 PM on Friday will be processed in the order that they were received starting the following Monday. Once our Accounting Department processes your withdrawal request it typically takes anywhere from 2-8 business days for your funds to appear in your bank or PayPal account. If you request a check it can take 2-3 weeks for delivery.

    If you wish to speak to a DraftKings customer service representative about your issue, our team is available 7 days a week at support@draftkings.com. Please include a link to this post in your email, so your customer support representative has a point of reference.

    ■ Monday – 7am-12am EST
    ■ Tuesday – 7am-12am EST
    ■ Wednesday – 7am-12am EST
    ■ Thursday – 7am-12am EST
    ■ Friday – 7am-12am EST
    ■ Saturday – 9am-12am EST
    ■ Sunday – 9am-12am EST

    NHL Achievements to be released soon hopefully?

    Achievements typically launch right before the season starts. We’ll be sure to post in this thread when NHL Achievements are ready. Stay tuned!

    Why are the lineup cards not updated for PGA?

    The lineup cards for PGA were updated recently, take another look. If you don’t see the update, please contact support@draftkings.com and an agent would be glad to provide support.

    Make it Reign!

    - DraftKings Community Team

  • ryanprzy

    @DraftKings_CM said...

    We’ll be sure to post in this thread when NHL Achievements are ready. Stay tuned!

    Stay tuned for:

    -Score 895 goals (Gretzky has the record w/894) in paid lineups = 99 crowns (value is $0.18)

  • Magoo_PA

    Looking forward to NHL and NBA achievements.

    Are you also planning to do achievements for MLB postseason?

  • Smallchimp

    When are we gonna start getting a look at NBA prices?

  • Dunzor

    @BobbyTheBrain said...

    How long are withdrawals taking on average as of late

    Just want to give a little shout out to DK on the speed of withdrawal. I requested a w/d on saturday and it hit my paypal account by Tuesday morning (so barely 1 business day)

  • DraftKings_CM

    • DraftKings Representative

    Stay tuned for:
    -Score 895 goals (Gretzky has the record w/894) in paid lineups = 99 crowns (value is $0.18)
    Looking forward to NHL and NBA achievements.

    Truth is we do include some uncommon Achievements where everyone who participates will benefit when the long shot is hit. This type of entertaining Achievement category is intentionally designed to provide a modest reward when it hits – the big rewards are instead earned for volume goals.

    We’re thrilled to eventually show everyone the Achievements programs we have in store for the rest of 2019 & into 2020. We have a variety of different Achievements that encourage play volume or trying new contests as well as other Achievements that are simply designed for your entertainment. Stay tuned.

    Are you also planning to do achievements for MLB postseason?
    When are we gonna start getting a look at NBA prices?

    It’s too early for us to speak to these topics. When the time is right, we’ll be sure to keep everyone informed!

    Just want to give a little shout out to DK on the speed of withdrawal. I requested a w/d on saturday and it hit my paypal account by Tuesday morning (so barely 1 business day)

    Shoutout to the hardest-working Customer Service team in the game! Those men & women have been working tirelessly to answer all of your inquiries as soon as possible despite the high volume of work the team has been tasked with since NFL began.

    Make it Reign!

    - DraftKings Community Team

  • Dunzor

    Came back with another positive shout out, this time on a big topic we talk about a lot. There are some excellent prize structures posted this week I wanted to commend you on. The most notable ones I wanted to highlight are linked below, please keep offering these types of structures and I think we’ll be a lot happier:

    PGA $555 Signature hole (20% to first, 20% places paid, just shy of 2x min cash):
    https://www.draftkings.com/draft/contest/76954737

    NFL $100 single entry (17% to first, 22% places paid, 2x min cash):
    https://www.draftkings.com/draft/contest/76978187

    NFL $40 (10% to first, 20% places paid, 2x min cash):
    https://www.draftkings.com/draft/contest/76985576

    NFL $9 (10% to first, 21% places paid, 2x min cash):
    https://www.draftkings.com/draft/contest/76953348

    Thanks for listening and giving us what we asked for, hopefully they fill fast and early so we can show this is the preferred structure for long term DFS success!

  • pmg119

    As for achievements I found the ones that keep my attention so far have been from MLB. The HR challenge in all the ballparks, the showdown in each ballpark, the long streaks for things like homeruns really made MLB fun for me. I understand NFL is only 17 weeks so maybe achievements of this type arent realistic but hopefully you can incorporate some of these for NBA Achievements.

  • TeamTwerk

    Please make the baseball contests bigger. They’ve been filling up very early every day for the past few weeks. I’m assuming this is due to football bringing increased traffic.

  • DraftKings_CM

    • DraftKings Representative

    Thanks for listening and giving us what we asked for, hopefully they fill fast and early so we can show this is the preferred structure for long term DFS success!

    We’re committed to a continued effort of testing, analyzing, and making adjustments to our contest structures. As long users continue to play in these contest and the data continues to support offering these curves, we will continue to offer them.

    However, this does not necessarily mean we are cutting back on top-heavy contests. We often mention the conflicting opinions held by users within the ecosystem and many of these users prefer to play for the huge 1st place prizes offered in other contests.

    In conclusion, we want to make everyone happy, but we only act in support of the data. Higher demand = higher supply & that is exactly what you see here.

    As for achievements I found the ones that keep my attention so far have been from MLB. The HR challenge in all the ballparks, the showdown in each ballpark, the long streaks for things like homeruns really made MLB fun for me. I understand NFL is only 17 weeks so maybe achievements of this type arent realistic but hopefully you can incorporate some of these for NBA Achievements.
    bq. Please make the baseball contests bigger. They’ve been filling up very early every day for the past few weeks. I’m assuming this is due to football bringing increased traffic.

    Given that users have a tendency to shift their spend towards NFL at this time of year, we are more willing to accept earlier fills on days where MLB competes with NFL for liquidity when evaluating overall risk exposure. On non-NFL days, the team looks to add to these very contests (increase in size, prize pool, etc). However, we’re excited for the MLB playoffs to bring more excitement & bigger contests into the ecosystem!

    Speaking of which, our 2019 MLB Playoff Achievement program is life as of today, check it out: https://www.draftkings.com/lp/achievements#/mlb/Postseason Across the programs we have in store for the rest of 2019 & into 2020, we have a variety of different Achievements that we’re excited to share with the community!

    Make it Reign!

    - DraftKings Community Team

  • brianhanson72

    https://gyazo.com/c2bc26683adf99a4091153c1a037b0d5

    Is this new? Never seen this and the link I was given from the support email is not something I can access normally from my account page, so I dont trust it.

    edit: Also i prefer to use my phone, there is nothing I can do inside the app itself to fill out the form.

  • DraftKings_CM

    • DraftKings Representative

    Is this new? Never seen this and the link I was given from the support email is not something I can access normally from my account page, so I dont trust it.
    edit: Also i prefer to use my phone, there is nothing I can do inside the app itself to fill out the form.

    In accordance with US Federal Tax Guidelines, DraftKings is responsible for obtaining a W9 from our users so that we can distribute the correct tax forms if necessary.

    With any questions specific to your personal account, please contact support@draftkings.com. We cannot discuss the details of your private account within a public forum.

    PS: You can use your mobile phone’s web browser once you are logged into DraftKings.

    Make it Reign!

    - DraftKings Community Team

  • timusbr

    DK Community Team, Please help me with this by asking a generous person in charge if this is possible? This is my third email to support@draftkings.com

    Cmon guys, I still don’t have a direct answer to my question. I can infer a yes from Will D and I can infer a No from Conner B. and If I get another customer service agent I would need to answer another question or get another blind response. The problem is that in a grey area, a customer can just keep asking questions and get totally different responses from whoever’s desk this lands on.

    The Original question is

    If I entered and won any $ amount entry fee to the NFL $5 FFWC QUALIFIER SUPERSATELLITE
    Can I them redeem that ticket
    $5 entry fee NFL $425 FFWC QUALIFIER SATELLITE
    I feel this path to make the FFWC Finals is my best opportunity and I would be playing every satalite to the $5
    If not, then I have to pretty much forget about the FFWC Finals

  • DraftKings_CM

    • DraftKings Representative

    Respectfully, it took us quite a while to understand what you were trying to ask. We think we understand what you were asking now and will do our best to explain in a simple manner that shows the progression from supersatellite, to qualifier satellite, to qualifier, to FFWC ticket.

    We are currently offering $.10, $.25, and $1 entry fee contests to the NFL $5 FFWC QUALIFIER SUPERSATELLITE. Each entry fee has a different number of super satellite winners, but they all offer the same prize – a NFL 2019 FFWC $5 Qualifier Ticket.

    You can use that ticket to enter into any $10M Fantasy Football World Championship Qualifier with a $5 entry fee, first prize is a NFL 2019 $10M FFWC Contest Ticket!!!!. The next one offered is #47 on Sunday – https://www.draftkings.com/draft/contest/76978710

    Make it Reign! – DraftKings Community Team

  • brianhanson72

    @DraftKings_CM said...

    Is this new? Never seen this and the link I was given from the support email is not something I can access normally from my account page, so I dont trust it.
    edit: Also i prefer to use my phone, there is nothing I can do inside the app itself to fill out the form.

    In accordance with US Federal Tax Guidelines, DraftKings is responsible for obtaining a W9 from our users so that we can distribute the correct tax forms if necessary.

    With any questions specific to your personal account, please contact support@draftkings.com. We cannot discuss the details of your private account within a public forum.

    PS: You can use your mobile phone’s web browser once you are logged into DraftKings.

    Make it Reign!

    - DraftKings Community Team

    I understand having to fill out the W9 form, I am just confused as to why it just randomly asked me for it as if my account was brand new and locked me out until I did it, you should have already had this information. Main issue is I had to go through a third party support company to get a link to fill out the form that should just be on my account information page. I think you should be able to do this through the app itself or access the page in a web browser without a third party.

    P.S. I think you should actually do your support in house and not outsource it to people responding with scripts based off key words in messages.

    @timusbr If you are trying to redeem a 5$ ticket so you can enter lets say 20 $0.25 lineups for the chance to win more 5$ tickets and that way win enough tickets to multi enter 1 qualifier for a higher chance to win an actual seat the answer is no.

  • DraftKings_CM

    • DraftKings Representative

    I understand having to fill out the W9 form, I am just confused as to why it just randomly asked me for it as if my account was brand new and locked me out until I did it

    The requirement to fill out a W9 is not random, a W-9 allows us to verify your taxpayer identification number and complete the legally required tax reporting for your account. There are numerous reasons why the W9 requirement can be triggered, but that is beyond the scope for a public forum since this topic involves your private account.

    you should have already had this information.

    Once again, we cannot comment on your personal account in a public forum, but we can share that if a W9 was needed – it was because it is needed to allow us to verify your taxpayer identification number and complete required tax reporting related to your account.

    To maintain your privacy, it would be best if you ask questions of support@draftkings.com directly. We understand your frustration, but we follow this process to ensure that your personal information remains safe, and DraftKings remains compliant with numerous KYC and AML policies, laws and regulations.

    Main issue is I had to go through a third party support company

    Our support team works for DraftKings, our support is in-house.

    to get a link to fill out the form that should just be on my account information page. I think you should be able to do this through the app itself or access the page in a web browser without a third party.

    There is no third party. The W9 page is securely accessed through our own website, and is accessible only after you log in via a web browser. We do not offer this service via the mobile app, the W9 form must be filled our via our website once you are safely and seccurly logged in. When customers ask how to perform this step on their phones, we politely remind them that their mobile phone probably has a browser built-in.

    PS: Some of our customers prefer using the web interface over our mobile native experience, we provide both – have you tried the web version of DraftKings before?

    I think you should actually do your support in house and not outsource it to people responding with scripts.

    Once again our support is 100% in-house, but we must disagree with your belief that our team should not use pre-written scripts or macros for efficiency. We service millions of contest entries every day, without scripts or macros our customers would be waiting weeks on end to get the answers to the most basic of questions, this allows us (and most customer support teams across most industries) to be as responsive and efficient as possible.

    - DraftKings Community Team

  • rannas23

    With the new NBA rules about releasing who will be out before tip offs….will DK be doing more late swap type contests or will this new rule affect anything differently with your design on NBA contests going into next season?

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