Arguably, one of the most important aspects of a daily fantasy sports site is the quality of their customer support. When you have a question or issue, it’s important to be able to get your question answered in a timely manner. You also want to receive an answer that you can feel confident is the right one.
So what methods of customer support does DraftKings offer and most importantly – what is the quality like?
Update March 2018: This post has been reflected to account for the launch of DraftKings Live Support.
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How You Contact DraftKings Customer Support
Most good customer service departments will allow customers a variety of ways to contact support should they run into issues. With the launch of a live chat service, DraftKings now offers users plenty of selection. You can ever reach them by snail mail, but we’re guessing that is obviously not a viable option for most inquiries.
|DraftKings Customer Service Contacts|
|Contact Form||Available on DraftKings Site|
|Mailing address||225 Franklin St.
Boston, MA 02110
|Support Hours:||Monday - Sunday 6:00 AM - 11:59 PM ET|
|Mailing address (UK)||15 Ingestre Place
Box #: Suite 265
|Phone Support||Not available|
|Live Chat||Available through website|
For the most common questions, players should also make sure to check out the DraftKings Frequently Asked Questions section, accessible from the contact form. The DraftKings FAQ you can receive information on the basics, your account, payment processing, game play, promotions, leagues and other topics.
Knowing that players need DFS help throughout the day, DraftKings support is available for 18 hours a day — Monday through Sunday starting at 6 AM until midnight ET. Any question submitted outside of this time period will be received the following morning. Make sure to account for these operating times when contacting DraftKings.
As for real-time customer service, DraftKings has launched a DraftKings live chat beginning in 2017.
So what about the quality of DraftKings customer service?
Is DraftKings Support Any Good?
Customer service is often situational but for most issues, they receive really high marks from users. This means that you can not only expect a reply in a relatively short amount of time, but also receive an answer from somebody who knows what they are talking about. We also find that players can generally expect to be treated fairly. As for specific response time, many DraftKings players report receiving replies to their emails in just a few minutes.
There are some members of the staff you will encounter who are either poor at their job or perhaps new, but this is no different than any support department. Most of DraftKings experiences seem to be like this or this, however.
You may want to consider trying to open up a new ticket or using an alternative method if you don’t get the response you need or expect on the first try.