DraftKings - What can I do if my account is locked? (US)

If your account is locked or restricted, please reach out to the DraftKings Customer Support Team for assistance.

When contacting support, there are a few things you can do to ensure your account can be reviewed for reinstatement as quickly as possible.

The more information you can provide to the Player Advocate assigned to help you, the faster we can complete the necessary steps required to review your account.

Have a valid photo ID readily available. The DraftKings Customer Support team may be required to request a Self-Certified Identification (SCID) photo from you.
- Note: If an SCID is required, a Player Advocate will ask for a photo of you holding your ID next to your face in a “selfie.” See the video "What is an SCID?" for more information.
- Review the example of an SCID below.

Example of an SCID with a faceless woman holding her ID in front her

Have a PDF copy of the bank or other financial statement that includes your most recent DraftKings transactions (deposit or withdrawal) readily available. In some instances, the DraftKings Customer Support team may be required to request a PDF copy of your transaction information.
Be sure geolocation is enabled on all devices that you’re using to access DraftKings.
Disable any VPN or other software that may mask your location on any device you’re using to access DraftKings.
Discontinue using any jailbroken device that was previously used to access DraftKings.
Adhere to the one account policy by only using the original account you created for DraftKings.
Ensure your account is verified.

If prompted to Scan ID, Consent to Verify ID, or Submit Selfie Verification please follow these steps:

Please verify your identity by acknowledging the consent agreement and proceeding with the Scan ID steps.

1. Complete the Consent to Verify ID page.

Consent to verify ID screen with green consent button

2. Click Allow for Allow verify-v2.socure.com

Pop up window asking to allow "verify-v2.socure.com" and a blue allow button to click on the right side, with a blue Don't allow button on the left side

3. Front of ID: While on the To Get Started page, place your ID on a flat surface and hold your phone over the ID

4. Ensure the front of your ID is in the viewfinder while scanning your ID.

5. Submit the Front side captured image.

Submit Image for Validation.
Click, Success.

6. Back of ID: While on the To Get Started page, flip your ID over so the barcode is showing, and hold your phone over the ID.

Make sure the barcode is sharp and in focus
The scan may indicate to keep the ID flat.

7. Proceed with capturing the back side of your ID and click Submit, or Retake if you’d like to try taking the picture again.

Green submit button at the bottom of a backside capture screen to scan the back of an ID and submit

8. Complete the Selfie flow by capturing a Selfie within the frame.

9. Proceed with capturing a Selfie and click Submit, or Retake if you’d like to try taking the picture again.

Green submit button at the bottom of the screen for selfie captured. Retake button below the green submit button.

Note: If you’re unable to access your account because you’ve selected to self-exclude or enter a cool off period, you have to wait until the period has expired to access your account.

If you’ve already completed this process, you may be prompted to reverify your identity:

Please verify your identity by acknowledging the consent agreement and proceeding with the Scan ID steps

1. Select Get started on the Selfie Re-verification page.

Selfie re-verification screen with a green get started button at the bottom

2. Complete the Consent to Verify ID page.

consent to verify ID screen with terms of use information and a green consent button atop of a white decline button

3. Click Allow for Allow verify-v2.socure.com.

grey pop up box with message to allow 'verify-v2.socure.com" to use your camera. Blue allow button on the bottom right and blue don't allow button on the bottom left.

4. Complete the Selfie flow by capturing a Selfie within the frame.

5. Proceed with capturing a Selfie and click Submit, or Retake if you’d like to try taking the picture again.

Selfie captured screen with green submit button atop of a white retake button near the bottom of the image

6. Success! You’ll either be logged back in automatically, or we’ll verify your identity within 24–48 hours so you can get back in the game.

Note: If you’re unable to access your account because you’ve selected to self-exclude or enter a cool off period, you have to wait until the period has expired to access your account.