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  • JRobs

    DraftKings CEO

    Hi Everyone,

    As many of you are aware, our site experienced performance issues over the course of Sunday morning and afternoon. We sincerely apologize for any inconvenience that this may have caused you. We strive for the best possible experience for our players, and we do not take this situation lightly.

    At DraftKings, our players have always come first, and this situation will be no different. For those players who were impacted, we will make things right. If you’ve already reached out to support, there’s no further need to do so. If you had an issue and have not contacted support yet then please do so as soon as possible. I have my team working around the clock to remedy any unresolved issues, and I ask for your patience.

    I would like to thank you for your loyalty, support, and patience as we work diligently on this. We will be in touch again soon with an update and more information.

    Thanks,

    Jason Robins
    CEO DraftKings

  • fishkillers

    The fact that they arbitrarily refunded some people and not other is ridiculous –
    why do other people deserve a refund more than me or you.
    ARBITRARILY picking a class of people for an entitlement and leaving another class of people without the right of an entitlement leaves them open for a lawsuit…..
    I couldn’t care less to pursue it – but I hope someone does….
    They deserve it – not for the site malfunction – but for benefitting one class of customer to the detriment of another.
    A solution should be for everyone – not just the whiners….
    But Im gonna start whining – because I want that benefit next time….

  • bigtimewilly

    @fishkillers said...

    The fact that they arbitrarily refunded some people and not other is ridiculous –
    why do other people deserve a refund more than me or you.
    ARBITRARILY picking a class of people for an entitlement and leaving another class of people without the right of an entitlement leaves these idiots open for a lawsuit…..
    I couldn’t care less to pursue it – but I hope someone does….
    They deserve it – not for the site malfunction – but for benefitting one class of customer to the detriment of another.
    A solution should be for everyone – not just the whiners….
    But Im gonna start whining – because I want that benefit next time….

    That sounds like the great USA.

  • MRCOOKONUTS

    If you was personally told you was getting a refund,you will get a refund.
    If you met the email deadline to request refund,you will also get a refund if you meet the criteria of entering 1pm contests.
    DK does not have alot of employees.We all need to be patient.
    I was given a quick refund for my Sunday 1pm NBA contests but still waiting on my NFL.

  • zaiko888

    So is it correct that because I won a $27 MM ticket in a sat… that I won’t be refunded for my nonplacing lineups (as they had directly said in their email to me)? I was a net “winner” over the weekend if you count the satellite MM ticket.

  • waffles2003

    I receved “a” refund from DK just now, they are still working on them so you guys need to be patient.

  • MRCOOKONUTS

    @zaiko888 said...

    So is it correct that because I won a $27 MM ticket in a sat… that I won’t be refunded for my nonplacing lineups (as they had directly said in their email to me)? I was a net “winner” over the weekend if you count the satellite MM ticket.

    As far as I know every winning ticket gets paid,every losing ticket gets refund.
    Doesnt matter if you won a contest and lost another ticket same contest,you are still entitled to refund for 1pm start contests you lost

  • zaiko888

    @MRCOOKONUTS said...

    As far as I know every winning ticket gets paid,every losing ticket gets refund.
    Doesnt matter if you won a contest and lost another ticket same contest,you are still entitled to refund for 1pm start contests you lost

    Ok thank you. I heard someone else say something different.

    They told me all lineups that didn’t place would be refunded.. I’ll wait until tomorrow before emailing them then.

  • Stewburtx8

    • 2012 FanDuel WFBC Finalist

    @MRCOOKONUTS said...

    As far as I know every winning ticket gets paid,every losing ticket gets refund.
    Doesnt matter if you won a contest and lost another ticket same contest,you are still entitled to refund for 1pm start contests you lost

    This is NOT how they are handling it. This is what their email said to many customers, but they are refunding people based on net losses. If you had a net loss, they will make you break even. If you won money, you do not get a refund.

  • dizzle

    @fishkillers said...

    The fact that they arbitrarily refunded some people and not other is ridiculous –
    why do other people deserve a refund more than me or you.
    ARBITRARILY picking a class of people for an entitlement and leaving another class of people without the right of an entitlement leaves these idiots open for a lawsuit…..
    I couldn’t care less to pursue it – but I hope someone does….
    They deserve it – not for the site malfunction – but for benefitting one class of customer to the detriment of another.
    A solution should be for everyone – not just the whiners….
    But Im gonna start whining – because I want that benefit next time….

    The reason that some got refunded and others did not is because they are limiting their liability and protecting themselves from being freerolled. If you weren’t even aware that the site was down or you didn’t care enough to email them asking what was up, then likely you weren’t actively trying to make changes to your lineups.

    I understand this and respect their view, I just have a bad taste in my mouth at the way it has and is being handled. Also the fact that DK representatives continue to counter what the other says makes it apparent that no one knows who is in charge.

  • RotoLynch

    2013 DSFC Finalist

    Well I have been lied to by their support team. Got the original email Sunday that my losing lineups would be refunded but they did not follow through and have denied my refund.

    It really is unfortunate as I really enjoyed their site and I had all my action there for the last 6 months. They lost a loyal customer.

  • zaiko888

    @Stewburtx8 said...

    This is NOT how they are handling it. This is what their email said to many customers, but they are refunding people based on net losses. If you had a net loss, they will make you break even. If you won money, you do not get a refund.

    Wow that is horrible that they lied to their customers then. If I don’t get the refund they said I would get, I’ll definitely be switching to FD.

    Obviously a MM ticket should not count as cash for net winnings… because I’m pretty certain they won’t give me cash for it.

  • JaNelson38

    @RotoLynch said...

    Well I have been lied to by their support team. Got the original email Sunday that my losing lineups would be refunded but they did not follow through and have denied my refund.

    It really is unfortunate as I really enjoyed their site and I had all my action there for the last 6 months. They lost a loyal customer.

    You’re not going to be alone.

  • dizzle

    @RotoLynch said...

    Well I have been lied to by their support team. Got the original email Sunday that my losing lineups would be refunded but they did not follow through and have denied my refund.

    It really is unfortunate as I really enjoyed their site and I had all my action there for the last 6 months. They lost a loyal customer.

    I got the same email and I was “zeroed out” by DK because there was $6 different on what I had in entry fees vs. what I won. I had to point this out to them because I was originally told I was a net winner, which wasn’t the case.

    I didn’t withdraw because I am greedy and am mad that they didn’t pay for the lineups that didn’t cash, I withdrew because trust is lost. In business you dont tell someone one thing then act like they are idiots and proceed to do your own thing. You honor what you tell people, regardless of what the impact is.

    I myself have lost thousands on jobs more than once because things didn’t work out as planned. Guess how many times I belittled my customers by telling them that “what I really meant was…”

  • dizzle

    Good luck to everyone. I’ve said my 20 cents and I’m tired of this topic now. LOL
    As far as I’m concerned there has been closure, at least on my part

  • badgerdores

    @Stewburtx8 said...

    This is NOT how they are handling it. This is what their email said to many customers, but they are refunding people based on net losses. If you had a net loss, they will make you break even. If you won money, you do not get a refund.

    Both Patrick and Max at DK support have refused to give me a breakdown of how my credit was determined even though the math is simple.

    Do you know if the net loss is just for the 1:00 games, for both 1:00 and Sunday/Mon NFL or for all entries on Sunday no matter the sport??

  • RotoLynch

    2013 DSFC Finalist

    @dizzle said...

    I got the same email and I was “zeroed out” by DK because there was $6 different on what I had in entry fees vs. what I won. I had to point this out to them because I was originally told I was a net winner, which wasn’t the case.

    I didn’t withdraw because I am greedy and am mad that they didn’t pay for the lineups that didn’t cash, I withdrew because trust is lost. In business you dont tell someone one thing then act like they are idiots and proceed to do your own thing. You honor what you tell people, regardless of what the impact is.

    I myself have lost thousands on jobs more than once because things didn’t work out as planned. Guess how many times I belittled my customers by telling them that “what I really meant was…”

    Same here. The reason for my leaving is not the money but the loss of trust.

  • kickr008

    no they do not. I just received an email stating that because I was a net winner, I would not be getting a refund for my losing entries/LUs. Cashing out.

  • badgerdores

    Wow, someone named Brandon at DK just credited my account for the $142. Still never got a breakdown, but it is correct based on “cancel all 1:00 entries” method. Have to say support has been very quick at replying to emails today. Sorry for those that still feel wronged, but I’m more than happy with how this worked out for me.

    Thanks goodness as leaving DK wasn’t really an option for me as they are only one with soccer!

  • lggarruto

    • 366

      RG Overall Ranking

    If I was not a net winner. I had multiple lineups that did not win, I sent the email to them on Sunday afternoon during the 1:00 games (well before the deadline) My refund should be exactly what I had in play correct? I am using should very carefully here.

  • gordmania

    i don’t need a refund because i lost fair and square. Am I the only one who’s an honest human being?

  • draftjerk

    @lggarruto said...

    If I was not a net winner. I had multiple lineups that did not win, I sent the email to them on Sunday afternoon during the 1:00 games (well before the deadline) My refund should be exactly what I had in play correct? I am using should very carefully here.

    No…according to DK’s current interpretation of their ruling (give it a few minutes, I’m sure it’ll change again) you will only be refunded the amount you had in play if you won nothing. If you won any amount (even if not a net winner), that amount will be subtracted from the total you had in play to determine the refund.

  • lggarruto

    • 366

      RG Overall Ranking

    No I didn’t win anything. So I had X in play and after the games were over I lost X. I should get X back with their interpretation. Correct? I’m so damn confused

  • Agent575

    I feel better knowing they will never see another dollar from me. For those who got a refund of some form or another, you should still be bothered by what has taken place here instead of thanking these people. You see…with me and whoever else leaving it just increases your odds of next time you being the one they leave out in the cold.

    There is no reason why you should be getting a refund while myself and others are not. We paid the same entry fee and expected the same functionality of a website that failed to work. You got a refund. I did not.

    Draftkings looked for the easiest way out versus doing the right thing. Now they hope those that got a refund will be louder than those who didn’t. Be happy about your returned money but don’t start telling the world they handled this right when clearly they did not.

  • draftjerk

    @gordmania said...

    don’t need a refund because i lost fair and square. Am I the only one who’s an honest human being?

    Yes. You’re the only honest human being in here. And I’m the only psychic. Proof? Here goes: Gordmania will continue losing fair and square until he realizes making lineup changes based on last minutes player news is a good strategy. How’d I do?

  • livingsign

    @Agent575 said...

    I feel better knowing they will never see another dollar from me. For those who got a refund of some form or another, you should still be bothered by what has taken place here instead of thanking these people. You see…with me and whoever else leaving it just increases your odds of next time you being the one they leave out in the cold.

    There is no reason why you should be getting a refund while myself and others are not. We paid the same entry fee and expected the same functionality of a website that failed to work. You got a refund. I did not.

    Draftkings looked for the easiest way out versus doing the right thing. Now they hope those that got a refund will be louder than those who didn’t. Be happy about your returned money but don’t start telling the world they handled this right when clearly they did not.

    Yeah I think the people who are saying that have not followed the situation closely. They just see that they received some kind of refund and feel good. Any reasonable person who has watched this unfold should be disturbed by what DK has done here. I had a few hundred in play and posted a modest profit – I missed some changes but overall don’t feel wronged.

    But as some others have stated, it is a trust issue for me. I have money on their site and I’m now questioning whether I want to let a company I cannot really trust hold even a small amount of my money. I come from the poker world and I watched the whole Full Tilt fiasco unfold back in the day. I was lucky – I did not like some of the Full Tilt customer service issues and I was not playing on there back in 2011. So I didn’t have any cash on their when BF happened. Outwardly, FT was printing money, running thousands of commercials, etc. At the very least, I’m not keeping much $ on DK from now on.

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