INDUSTRY FORUM

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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

  • 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?

  • brianhanson72

    @DraftKings_CM said...

    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?

    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

    zendesk.com is a third party, all of your support conversations go through them, the only way I was able to access the W-9 page was by the link in a support email. I am not worried about what triggered the form to be filled out again, but the fact that I can’t just access it without going through support. There could very easily have been email sent from the actual draftkings domain saying “Its time to update your account information, please view the tax info page and make sure the information we have on file is correct before you can enter any more contest”, but there is no link to that page on your account.

    Nobody likes dealing with customer service, automated responses and scripts are in my mind one of the biggest reasons why. Customer service is not about how efficient you can be in regards to how many support tickets you close but how efficient you are at resolving problems.

  • humanash

    @brianhanson72 said...

    zendesk.com is a third party, all of your support conversations go through them, the only way I was able to access the W-9 page was by the link in a support email.

    I don’t work for DK, but I do know that Zendesk is a piece of software. It isn’t a “third party”, it is a customer service management system that DK’s in house support team obviously uses. Zendesk is just something for in house people to use, no people come with it. Seems pretty natural that they would use their customer service management software to store/distribute their customer service documents.

    As for scripts/canned responses, if you had 15k people asking exactly the same question every day you would not want your team spending time typing out the exact same response 15k times.

    They are doing their best. I haven’t always been happy with the answers I’ve gotten, and overall I do my best to avoid being in touch with the service department, but to think thay they cheap out with a 3rd party or that there is any malicious intent is silly. That Zendesk thing is expensive, I would assume especially expensive for a company with DK’s volume needs. They have a huge job and tackle it in the best way possible. Getting paranoid about where your W-9 form is coming from is unnecessary, a company making the kind of profit that DK is would have to be the dumbest company of all time to take any risk with anyone’s tax info.

  • gairz

    Just wondering why there is no $2 NHL Classic gpp.. or what happened to it..
    It was there for most of the season last year but got yanked about the 3/4 point.. It filled each night. baffling..

  • Jenesaisblah

    Hey dk could you please updatee the nhl player graphics? I mean you still have some players in their old team uniform from 2 years a go. And they should all have faces. Their faces are available everywhere when you google their name.
    If you truly aim to make this game more playable then presentation also matters because right now it’s ugly and inaccurate.

  • Jenesaisblah

    @Jenesaisblah said...

    Hey dk could you please updatee the nhl player graphics? I mean you still have some players in their old team uniform from 2 years a go. And they should all have faces. Their faces are available everywhere when you google their name.
    If you truly aim to make this game more playable then presentation also matters because right now it’s ugly and inaccurate.

    And this must be the tenth time I’ve asked this to a DK rep. Seems to have fallen on deaf ears. But you gotta do something. Changing the scoring isn’t gonna make the product better looking.
    Making sure it is accurate, will go a long way though. At least it’ll show that you give a damn rather than continuing to be lazy.

    Edit: one example Erik Karlsson has been with the sharks for a full year and yet he is still in a ottawa senators uniform. What the hell? Please make the effort in making our game presentation accurate and visually appealing. Thank you.m

    Edit- and if you need me to give you a list of players in the wrong uniform I’ll be happy to help.

  • Zwett

    I guess DK didn’t listen to some of the community? Showdown in MLB playoffs with a captain slot. What a buzz kill.

  • DraftKings_CM

    • DraftKings Representative

    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?

    If the new NBA rules have any impact on the design of our NBA contests, we will make it known to the community beforehand.

    zendesk.com is a third party, all of your support conversations go through them, the only way I was able to access the W-9 page was by the link in a support email.
    Seems pretty natural that they would use their customer service management software to store/distribute their customer service documents.
    That Zendesk thing is expensive, I would assume especially expensive for a company with DK’s volume needs. They have a huge job and tackle it in the best way possible.

    It’s no secret that the return of NFL signals the most popular time of the year for DFS. With that, comes the highest volume of customer support tickets we see all year.

    ZenDesk allows us to be efficient in solving user problems, especially when facing year-high ticket volume, by utilizing macros. Any single macro could help solve the same issue for dozens, hundreds, thousands of users facing the same issue.

    Taking the time to rewrite a unique response for each occurrence of the same issue would not only be especially expensive for the company, but it would increase customer support response windows exponentially. We do not intend to burden our users with such a poor experience.

    Just wondering why there is no $2 NHL Classic gpp.. or what happened to it..

    We lowered the frequently of this contest offering due to lack of consistent filling in conjunction with the contest’s diminutive size, which made it less appealing to users that don’t enter the contest regularly.

    We still do offer this contest & will evaluate the contest’s performance once the season kicks off this week. If the data begins to shift & encourage us to increase the frequency of this contest offering, we will most certainly do so. The coin flips both ways.

    Hey dk could you please updatee the nhl player graphics? I mean you still have some players in their old team uniform from 2 years a go.

    The licensing process for updating player headshots is a bit more complex than simply copy & pasting from the internet.

    These changes are on our radar but keep in mind, this is the busiest time of the year in this industry. We have many major initiatives in the pipeline that we are excited to roll out for you all in the near future. However, the expected timeline for headshot updates is contingent on the resources we have available internally.

    I guess DK didn’t listen to some of the community?

    You’re right, we didn’t listen to some of the community, we listened to the whole community. Within the DFS ecosystem, there’s a variety of contrasting opinions & we make it a point to hear out all of these different views.

    In the end, however, our decisions are made in support of the data we’ve collected over periods of testing and research. In this case, the data supported offering MLB Captain Showdown, because that is what a majority (not some) of the community wants.

    Make it Reign!

    - DraftKings Community Team

  • yisman

    I have feedback on the HR streaker achievement for the season.

    I played every day and made sure to play a bunch of lineups to keep my streak going. I wound up with a home run for over 120 days straight. The problem was I still didn’t get the credit for that because the All Star Game is counted.

    I played five different lineups for the ASG showdown in an attempt to keep the streak alive (which is pretty difficult when only one game is available). The issue is no one in the starting lineup homered and they counted that as my streak breaking because of pinch hit home runs.

  • Zwett

    Are you telling me mlb showdown is up this year? No way I believe that. The only way it could be up is because you are offering more showdown games. No one else is asking about this format besides your loyal customers. The average joe doesn’t care.

  • redspecial

    @yisman said...

    I have feedback on the HR streaker achievement for the season.

    I played every day and made sure to play a bunch of lineups to keep my streak going. I wound up with a home run for over 120 days straight. The problem was I still didn’t get the credit for that because the All Star Game is counted.

    I played five different lineups for the ASG showdown in an attempt to keep the streak alive (which is pretty difficult when only one game is available). The issue is no one in the starting lineup homered and they counted that as my streak breaking because of pinch hit home runs.

    I had the same problem with the HR streaker achievement, only I played 100+ lineups for the All Star Showdown—still could not achieve this

  • jayzee666

    Hey, do the WC games count towards playoffs achievements?
    My complex and super accurate algorithms and testing shows that they should count. I would love to share this data but I can’t.

  • jayzee666

    @jayzee666 said...

    Hey, do the WC games count towards playoffs achievements?
    My complex and super accurate algorithms and testing shows that they should count. I would love to share this data but I can’t.

    Nevermind, it appears that the WC do count toward the playoff achievements.

  • DraftKings_CM

    • DraftKings Representative

    The problem was I still didn’t get the credit for that because the All Star Game is counted.
    I had the same problem with the HR streaker achievement

    Please reach out to support@draftkings.com with any concerns involving Achievements status & rewards specific to your personal account. They’ll be happy to hear you out.

    Are you telling me mlb showdown is up this year? No way I believe that.

    You’ll be surprised to hear that every meaningful metric we track confirms that MLB Showdown is up this year & continues to grow.

    The only way it could be up is because you are offering more showdown games.

    Demand comes before supply. We increase our offerings for any specific game/contest variant when the user demand exceeds the supply of that specific game/contest variant we are offering. If you’re noticing more Showdown offerings than there were in the past, that is because there is a higher demand for Showdown contests than there was in the past.

    Nevermind, it appears that the WC do count toward the playoff achievements.

    You are correct!

    The Wild Card round is included in our 2019 MLB Postseason Achievements program & should be displayed on your MLB Achievements page: https://www.draftkings.com/lp/achievements#/mlb/Postseason

    Make it Reign!

    - DraftKings Community Team

  • SkateFiend

    I recently discovered that crowns are treated as prize winnings for tax purposes.

    If I use crowns to enter contests but fail to cash, will that be considered as entry fees that will be counted against my net profit?

  • Macspad70

    I would love if dk started doing “tiers” tournaments for golf!

  • gairz

    @DraftKings_CM said...

    We lowered the frequently of this contest offering due to lack of consistent filling

    I beg to differ. I played it every night until you yanked it. It always filled.

  • DraftKings_CM

    • DraftKings Representative

    I recently discovered that crowns are treated as prize winnings for tax purposes.
    If I use crowns to enter contests but fail to cash, will that be considered as entry fees that will be counted against my net profit?

    We cannot provide tax guidance, we suggest consulting with a tax professional. There is a resource within the RotoGrinders community that some of your fellow players have turned to https://rotogrinders.com/threads/rotogrinders-official-dfs-accounting-tax-q-a-thread-2790324?page=13#reply-2790324

    I would love if dk started doing “tiers” tournaments for golf!

    We passed your suggestion along to our PGA team. Although we cannot commit to anything, we’ve made it very clear that we’re consistently testing innovative game & contest formats. When our proactive research indicates an opportunity to try something new, we’re never afraid to test the waters.

    I beg to differ. I played it every night until you yanked it. It always filled.

    You’ll be happy to hear that we will be bringing back the $2 NHL Classic GPP this season & will again monitor it’s performance. As we always say, when the data supports the opportunity, we will take it!

    Make it Reign!

    - DraftKings Community Team

  • walleye734

    Will there be a Sports Betting Championship event this year?

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