Business Profile

Online Gaming

FanDuel Inc.

Headquarters

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Complaints

This profile includes complaints for FanDuel Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

2,503 total complaints in the last 3 years.
647 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:06/19/2025
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I contacted FanDuel chat inquiring about the FanDuel Rewards Program, specifically to find out how many Rewards Points I had for the month before. According to their website, bonuses and any promotions received through the rewards program are based on how many points a customer gets the month before. ******************** is not at all clear or consistent regarding when or what bonuses are given out- they will state that it is by their discretion, but also based on rewards, player activity, etc. I understood this, but the fact that I had received almost no bonuses and half of the month had gone by prompted me to inquire. When I contacted chat about this, they were unable to provide me with such information so they opened a ticket up for me. I received an email about 6 hours later. I was told that for the month of May I acquired ****** points. There are 4 reward levels before VIP status. To reach level 4, ****** points need to be earned. And I was told I got ******.According to Fanduels T&C regarding the rewards program, 3 points are earned for every $1 wagered. When looking over my stats for May, I wagered over $386,000. That puts me at over ********* points, which would reflect my rewards received for this month. Even though I now cant view my rewards for the past month, I do remember seeing how many I had at the time, and the number was definitely over 1 million. Surprised and not understanding how they came up with the number ****** (or how it was coincidentally just ONE point over putting me at level 4 status) I responded asking how it was determined. This was 5 days ago. I have responded to that email twice since but have not received any sort of response. Then I received an email from FanDuel asking for feedback about the email convo, prompting me to believe that my inquiry had been closed out and no answer at all would be given. I simply would like someone to tell me how many points I have for the month of May.
Business Response
Date: 06/28/2025
To Whom It May Concern,

We write in response to ******************** recent consumer complaint regarding Advertising Issues (ID #*********.

Weve escalated this inquiry to our Casino Promotions Team for additional review and can confirm that the ****** points in our system that we see on our end was just because the user hit the max amount and achieved level 4. *** ******* would not be owed further compensation for any points above this as the only tier above 4 is VIP and that is invite only.

The points accrued differ based on the game being played:
3 points per $1 on all Slot Games and FanDuel Casino Jackpot ******
2 points per $1 on Roulette, Craps, and all other table games
1 point per $1 on Blackjack and Baccarat

Weve confirmed with our Marketing Team the below:
April 2025: ******** points accumulated
May 2025: ********** points accumulated

Our Promotions team confirmed that her payout was correct and confirmed that *** ******* was receiving Level 4 promotions/rewards as well. We will not be providing additional compensation outside what was already paid out, as those are intended to be earned by the above requirements. FanDuel considers the matter resolved. For any additional assistance, please create a new support ticket with FanDuel Customer Support.
Customer Answer
Date: 06/30/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

I apologize, Im just trying to understand how your rewards program works. So basically a player that gets ****** will receive the same rewards as a player who gets over ********* pointsbecause they are both at level 4?

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

******* *******

Business Response
Date: 06/30/2025
To Whom It May Concern,

We write in response to ******************** recent consumer complaint regarding Advertising Issues (ID #*********.

That would be correct. Once you hit level 4, the rewards would not increase based on the points you get, as you would just receive the Level 4 rewards as indicated in the breakdown below:

Club level weekly Bonus Back amounts:
Level 1: Not eligible
Level 2 (***** points in one month): Weekly 5% of net losses (up to $5 per week)
Level 3 (****** points in one month): Weekly 10% (up to $10 per week)
Level 4 (****** points in one month): Weekly 15% (up to $35 per week)
VIP (invite): Weekly 25% (up to $125 per week)
VIP is exclusively invite only and there are a variety of factors considered however, should FanDuel consider you for VIP Consideration, the appropriate team will reach out to you.

You can find more information here:
*********************************************************************************************

Our stance on the matter remains the same and FanDuel considers the matter resolved. For any additional assistance, please create a new support ticket with FanDuel Customer Support.
Initial Complaint
Date:06/07/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Fanduel Sports network application stopped working and will not respond to my complaints.The app does not work.They are selling a faulty product.I want my money back.
Business Response
Date: 06/09/2025
To Whom It May Concern,

We write in response to ******************** recent consumer complaint regarding Refund Or Exchange Issues (ID #*********.

It appears that *** ********* is inquiring about his FanDuel Sports Network streaming service subscription, which is a separate entity separate from FanDuel Sportsbook/Casino/TVG/Racing/Fantasy/Picks.

We would suggest *** ********* take a picture of the error he is receiving and consult with FanDuel Sports Network directly regarding his original inquiry, and contact FanDuel Sports Network for any questions or concerns regarding his subscription.

He can find the Customer Support information for ******************** Sports Network at ********************************************************************************************

We do not manage FanDuel Sports Network issues as much as we wish we could assist further. FanDuel considers this matter resolved, and we ask *** ********* to reach out directly to FanDuel Sports Network for issues relating to FanDuel Sports Network.
Customer Answer
Date: 06/10/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

***** *********
Initial Complaint
Date:06/05/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I placed a bet at halftime of a game for a player who had 4 rebounds, already for him to get 6 rebounds. I checked my bed slip. Before the 3rd Quarter started, I've still had 4 rebounds, then I go back and check my slip at the first stop engine in the 3rd Quarter and now, all of a sudden fan dual saying he only has 3 rebounds. I asked to speak to a supervisor immediately told him I would never made that bet if you only had 3 rebalances, then I asked them to adjust the odds on my bet, and they refuse to do that. Also I feel like fanduel is cheating to me. That's cheating. You can't change the rules of the game in the middle of the game.
Business Response
Date: 06/11/2025
To Whom It May Concern,

We are writing in response to ***** ******* recent consumer complaint regarding Repair Issues (ID #*********.

We understand the consumers frustration regarding the outcome of their wager. However, please note that once a wager is submitted, FanDuel is unable to make any changes. All selections are locked in at the time of submission.

Regarding the issue with displayed scores, we advise all users that this data may be subject to delays. As outlined in our Terms and Conditions:

We accept no liability for the incorrect display of this information. If you rely on this data to place bets, you do so entirely at your own risk.

Additionally:

You may not at any time be able to see or otherwise be provided with the most up-to-date information in relation to the relevant event, including, for example (but without limitation), through delayed coverage, a slow connection or equipment, or other system flaws, faults, errors, or service interruption. FanDuel Sportsbook shall not be liable for any delay in relaying up-to-date information.

While we do display in-game scores and statistics as a convenience to our users, they are not guaranteed to be real-time or fully accurate. For the most reliable and timely updates, we strongly encourage users to consult official or accredited sports websites when monitoring game progress.

The request for a credit related to this wager has been reviewed and denied. This decision has been communicated to the consumer and will stand.

FanDuel considers this matter closed.
Initial Complaint
Date:06/05/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On April 20th 2025, I recently played an online gambling promotion on the Fanduel Canada Casino application in the province of *******. This promo was called the "Play it Again Casino Lostback" Offer 100% money back up to $1000 in the form of Fanduel casino credits. I lost more than $1000 within the first 24hrs of me playing but have not recieved my credits. I have contacted customer service over ***** times via email and live chat but have not recieved a reply for almost 2 months. I even confirmed with customer service before deposit and playing the promotion, I have attached that conversation and screenshots below. I do not have the full conversation as the chat ended before I could capture all of them and since customer service is not replying, I cannot gathering that information directly.
Business Response
Date: 06/06/2025
To Whom It May Concern,

We write in response to *** ***** ****** recent consumer complaint regarding Service Issues (ID #*********.

On, 13/04/2023, ***** created his FanDuel account. The Play it Again Casino Lostback is a promotion for new users.

As Imrans account was created back in 2023, he would not qualify as a new user and would not be eligible for this promotion.

He was previously provided with a one-time courtesy and given bonus regarding a similar new user promotion on 11-30-2024, despite not being a new user.

He will not be eligible to receive a similar courtesy for the new user promotion again.

FanDuel would consider this matter resolved.
Customer Answer
Date: 06/10/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

Hello, I have seen this response from FanDuel Claiming *** already received this promotion, I do not recall receiving this, and I also made sure to contact customer support to ensure that I would be eligible to receive the promotion before depositing and playing. I was confirmed to be able to receive this promotion by a customer service representative by the name of Kalifornia. The promotion was also still visible at my on my account at this time in the promotions Section when logged into my account.
How can I be promised and insured one thing by a customer service representative and then Be told something completely different by management when attempting to receive a promotion that I confirmed I would receive. Its Simply unreasonable, customer service representative are a representative of the company and anything they say should be held to a standard. Thank you for your help.

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

***** *****

Business Response
Date: 06/10/2025
To Whom It May Concern,

We write in response to *** ***** ****** recent consumer complaint regarding Service Issues (ID #*********.

FanDuel's stance remains unchanged regarding this matter, in conjunction with the terms and conditions of the promotion.

FanDuel would consider this matter resolved.
Initial Complaint
Date:06/05/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am writing to formally request your immediate intervention in an egregious matter involving FanDuel **** where I have been subjected to severe mistreatment and the unjust withholding of more than ******* USD from my account. For over 8 months, FanDuel has failed to resolve this issue despite my full compliance with their verification requests and numerous attempts to seek assistance.
Business Response
Date: 06/06/2025
To Whom It May Concern,

We are writing in response to ***** ******** recent consumer complaint regarding Guarantee Or Warranty Issues (ID #*********.

At this time, the consumer's account is under active investigation. Please note that we are unable to provide specific details or updates through the BBB platform. This matter involves communication with regulatory bodies, and as such, the review process may take time.

We encourage the consumer to reach out to our Customer Support team via email for any updates regarding their account. However, we are not able to share further information through this forum.

FanDuel considers this matter pending.
Customer Answer
Date: 06/08/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

To Whom It May Concern,

This response does not satisfy me as I have been trying to contact the Business Customer Support numerous times and I had not received any feedback.

The case has been prolonged for over 8 months and there is no reason for their actions towards me and neglecting my case as well keeping hold of the funds I have in the account which results to my emotional and financial stress.

Every time I have tried to communicate with the Business Customer Support they are giving me the same answer and that there is an investigation of my account for which I have no clue about.

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

***** ****** ********

Business Response
Date: 06/12/2025
To Whom It May Concern,

We are writing in response to ***** ******** recent consumer complaint regarding Guarantee Or Warranty Issues (ID #*********.

At this time, the consumer's account is under active investigation. Please note that we are unable to provide specific details or updates through the BBB platform. This matter involves communication with regulatory bodies, and as such, the review process may take time.

We encouraged the consumer to reach out to our Customer Support team via email for any updates regarding their account. However, we are not able to share further information through this forum.

FanDuel considers this matter pending.
Initial Complaint
Date:06/02/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Hi BBB,Warning people of the suspicious marketing from Fan Duel. I saw a promotion that if you bet $5 once opening an account that $200 will be awarded as bonus bets. Seeing this I made a bet of $25 and when submitting my slip, I saw the option to boost my payout which I took. NO WHERE did I see a disclaimer that using a boost will void my $200 bonus. Now support is saying that in the *** the bonus is ineligible of the transaction had another boost / promo. This is shady business as it was written in the small print and never clearly displayed as I was submitting the bet. I am disappointed that Fan Duel is not going to give me my $200 bonus as a new customer. Hope they can rectify this and credit me the $200 owed. It is a good app but I will not be spending money with them if they act shady and do not assist customers.
Business Response
Date: 06/05/2025
We write in response to *** ********** recent consumer complaint regarding Service Issues (ID #*********.

On 6/02, *** ********* contacted our customer support regarding their participation in our new user promotion. This wager was placed using a profit boost. Per the terms of the promotion a profit boost being used made this wager ineligible. That was communicated to *** ********* by our support.

On 6/05, we did email *** ********* to further explain this. As a one-time courtesy, we did provide the full bonus for this promotion.

FanDuel would consider this matter resolved.
Initial Complaint
Date:06/02/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have spent so much money on FanDuel online casino never win anything. They just robbing me at this point ! I cant believe they are steal off people.
Business Response
Date: 06/04/2025
To Whom It May Concern,

We write in response to *** ******** recent consumer complaint regarding Service Issues (ID #*********.

In *** ******** BBB Complaint, although we can certainly understand any frustrations with our platform, she made the following concerning comments, which signaled possible responsible gaming concerns:
"I have spent so much money on FanDuel online casino never win anything. They just robbing me at this point ! I cant believe they are steal off people.
They robbing off ppl"

On 6/3/25, due to the above comments made, her account was suspended to mitigate further play, and her case was escalated to the Accounts Team for a formal Responsible Gaming account review.

She was asked to address and provide further clarity on the statements she made, as well as address possible FanDuel Integrity concerns. Based on her comments, we felt it was necessary to implement a monthly limit of $225 to her account, to ensure she was not overspending or overplaying at a level she is not comfortable at. *** ******* confirmed and acknowledged our terms and her account was reinstated on 06/04/25, with the limit restriction on her account. She has been advised this deposit limit will remain for 12 months and will be eligible for an increase consideration after June 4, 2026.

FanDuel considers the matter resolved. For any additional assistance, we ask she please create a new support ticket with FanDuel Customer Support.
Initial Complaint
Date:06/02/2025
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Theres multiple transaction to the merchant FanDuel on my ****** debit card. Ive contacted FanDuel and they verified that it wasnt my account that the deposits were made on but they still cant refund me my money. I want FanDuel to send me my refund in full because they acknowledged thats my not account and I couldnt have made those transactions.
Business Response
Date: 06/10/2025
To Whom It May Concern,

We write in response to *** **** recent consumer complaint regarding Refund Issues (ID# *********.
FanDuel monitors all accounts for inconsistent activity and multi-accounting and as a result, from 2022 onwards to May 29th, 2025, FanDuel suspended *** **** account due to some inconsistencies flagged by our system. This was due to *** *** making multiple accounts throughout this time, which is a direct violation of our terms and conditions.

On 5/29/25, *** *** contacted our Support team regarding the unauthorized use of his card on a FanDuel account. Following this, a member of the Accounts Team made first contact to verify some information.

Once our team reviewed the requested information, the team determined that the card was used in the same location as the users verified address, and thus, as per the action log on the associated account, it appears as though this was a situation where either the deposits in question were authorized by him, a relative/friend, or someone he knew that had legitimate access to his payment method and deposited money/played contests.

Following the outcome of the review, there were concerning comments that *** *** made that required our immediate attention on June 3, 2025. Here at FanDuel, we take player safety and responsible gaming very seriously and based on the comments made, we permanently closed the account on that day.

With this said, FanDuel considers this matter resolved.
Customer Answer
Date: 06/11/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
As they stated my card was used on an account that isnt in my name. There excuse is that I know the person which is false. My money was taken off my card to a fanduel account thats not in my name nor do I know the person whose account it was. I have no money at all because of this merchant I did not authorize those transactions. That wasnt my account and something has to be done. In the codes they said no person with a card that doesnt match the account name would be closed. Yet they let my card make multiple deposits on someone elses account and refuse to refund me

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

******* ***
Initial Complaint
Date:05/29/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
After back and forth with the company Fan Duel deactivated my account. There was a $1,095.96 balance in my account. ******************** reached out to me and said they would ****** me my remaining balance within ***** hours. I sent them my email linked to my ****** and they have not responded in over 2 weeks. I just would lie them to respond to my email and pay me my money that they are holding. Linked is the dates that were sent.
Business Response
Date: 05/29/2025
To Whom It May Concern,

We are writing in response to Summit ********* recent consumer complaint regarding Refund Or Exchange Issues (ID #*********.

A check was issued on 5/30, and the consumer will need to allow up to 14 business days for it to arrive at the verified address on file. To confirm the address or check on the status, the consumer should reach out to FanDuel Support via chat.

FanDuel considers this matter closed.
Initial Complaint
Date:05/29/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My account was unjustly suspended on my birthday in March it was reinstated and suspended again, They refuse to admit fault. The reps are deliberately targeting me and trying to provoke a reaction. They are trying to defame my character and they are using unethical bullying tactics on me.
Business Response
Date: 06/02/2025
To Whom It May Concern,

We write in response to *** ****** recent consumer complaint regarding Service Issues (ID #*********.

On 5/27, *** ****** account was suspended due to comments made which gave us concerns from a responsible gaming perspective. We did reactivate *** ****** account on 5/27 and asked questions regarding his comfortability with his FanDuel play.

On 5/29, we did suspend *** ****** account again as these questions were not answered. In review of all of the contact *** ***** has had regarding his account our team did find it best that we permanently close his account. *** ***** was notified of this via email on 5/30.

FanDuel would consider this matter resolved.

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FanDuel Inc. is NOT a BBB Accredited Business.