Read these six replies and you will skip a support queue entirely, most days.
trustWhy bother complaining to support before anyone else?+
Take the reply you got and ask for a review by sending it to
[email protected]. Support gets first go at a fix, and only an unresolved dispute escalates to the Gaming Control Board Curaçao, the regulator behind licence OGL/2005/6288/249. Keep the thread, since it is your evidence at every later step.
trustHow long will my verification actually take?+
Allow up to twenty hours for documents to be checked. Photo ID, proof of address and a card image usually clear in one pass, and a blurry or mismatched document restarts that clock. Full access to withdrawals opens at approval, which is why we suggest sending files before you win.
trustDo I need to hand over my password to get help?+
No, and nobody from the team will ever ask for it. Staff verify you from your registered e-mail address, your name and your date of birth instead. Treat any request for a password as suspicious, and reset it yourself through the link sent to your inbox.
trustWhat happens when I ask for my data or want it gone?+
Write to
[email protected] and say whether you want a copy or deletion. You receive an acknowledgement, then the file or a confirmation once the request is processed. Note that records tied to gambling transactions may be kept as long as the Curaçao rules demand.
trustWhat if I want to check the licence behind the site?+
DraftKings Casino N.V. holds licence OGL/2005/6288/249 from the Gaming Control Board Curaçao, issued to a company registered under number 237923. Its registered address is Schottegatweg Oost, Willemstad. Quote those three details in any dispute and the regulator can locate the operator immediately.
trustCan I get help in a language other than English?+
Yes, four languages are covered: English, German, Finnish and Norwegian. Live chat and phone move fastest in English, while e-mail replies in any of the four arrive within twenty-four hours. Say your preferred language in the first line and the right agent picks it up.