Complaints

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

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• 

  FanDuel Inc.

  19 Union Square West New York, NY 10003-3304

• 

  TVG Network

  6701 Center Dr W STE 160 Los Angeles, CA 90045-1558

• 

  Fanduel Sportsbook at The Greenbrier

  101 Main St W White Sulphur Springs, WV 24986-5063

• 

  TVG Network

  6701 Center Dr W STE 160 Los Angeles, CA 90045-1558

• 

  FanDuel Casino

  1160 1st Ave King of Prussia, PA 19406-1355

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:03/25/2025

  Type:Billing 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.

  There is a fanduel account linked to my bank card. On 2/4/25 there was money coming out my account I wasn't aware so i contacted the bank to get my 500$ back. As the bank is doing there investigation I started my own. I started calling online chat and emailing fanduel and they say they can't give me information to the account cause the emails don't match. It's been almost a month and still have no access to the account. The bank denied my claim so that put me in financial hardship almost got evicted!! Thank God my tax return... I belive that my 14yr son made this account can't prove it cause fanduel won't respond. How can you use someones bank card and not give information to the account it is linked to. 500$ turned into 3500$ cause fanduel still allowed charges after I closed the account got a new card! They should have id and matched to bank card and matching email!! I I understand my son was wrong I can't blame him cause I have no proof but I know it was him! Please help me to get my money back and access to this account. Maybe this will help fanduel more responsible for allowing minors on there app. I have all emails and statements to show my efforts to resolve this it's also draftkings but fanduel got bulk of my money. I have contacted the gaming board as well as consumer protection. I'm praying that you will help me!! They got to be more responsible when someone is contacting you about fraud especially when it's a minor. If any emails or converse that you need please reach out .. ************ or ******************* I'm not that great on the computer but l have a whole lot.. I couldn't figure out how upload ... but if you need anything i got it ...Thank you.....

  Business Response

  Date: 03/28/2025

  To Whom It May Concern,
  
  
  We are writing in response to ******* ******* recent consumer complaint regarding Billing or Collection Issues (ID #*********.
  
  
  We have reached out to the consumer to discuss their claim but have not received any response.
  
  
  FanDuel considers this matter pending.

  Customer Answer

  Date: 04/08/2025

  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:

  I have responded to the automated emails gave the information they asked for to rose and then to a ******** and still no response.  They really are not taking this issue seriously and that is very upsetting!  I want my money back and would like some kind of security that you cannot just so easily access someones account especially as a MINOR!!  This all could have been avoided if there was better customer service and make sure your email bank card name all match!! And i still want the email address that was linked to my card and the account information. I hope you publish this so more parents can be aware of how easy Fanduel allow minors to access the site!!!!   Hopefully Fanduel might make a better effort to resolve this issue.

  [Your Answer Here]

   

   

   

   

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

  
  Sincerely,
  
  ******* *******
  
  
  
  
   
  

  Business Response

  Date: 05/22/2025

  To Whom It May Concern,
  
  We are writing in response to ******* ******* recent consumer complaint regarding Billing or Collection Issues (ID #*********.
  
  We have again reached out to the consumer 3x via email to discuss their claim but have not received any response.
  
  FanDuel considers this matter pending.
  

• Initial Complaint

  Date:03/25/2025

  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 Fanduel account was suspended for no apparent reason at all. They embarassed me on my birthday and they wont supply me with a reason. As a high paying customer i desetve to know the reason for my account being suspended. They dont have a reason. I did nothing wrong and they continue to ignore me. Im thinkimg about leading the charge for a class action lawsuit over the horrible treatmen of loyal customers.

  Business Response

  Date: 03/25/2025

  To Whom It May Concern,
  
  We write in response to *** ****** ****** recent consumer complaint regarding Service Issues
   (ID #*********. 
  
  On 03/24/25, *** ****** FanDuel account was suspended for concerns relating to responsible gaming, following concerning comments that were made during a conversation with FanDuels customer service team. 
  
  On this same day, *** ***** contacted FanDuels **************** team regarding the suspension, which was escalated to the Accounts Team for further assistance. Due to the nature of the suspension, our customer service team was required to suspend the account until a member of our accounts team could review and clear.
  
  This suspension was implemented in conjunction with FanDuel's terms and conditions Part A - Section 2.4 : 
  "We may impose limits on certain features, activities, offers, promotions or services and may restrict, suspend, terminate your access to the Services or your ability to participate in activities, offers, promotions or Services, in whole or in part, at any time and for any or no reason, with or without prior notice and without liability."
  
   After a careful review of the account activity it was found that the account was sufficient, and we could reactivate *** ****** FanDuel account while providing responsible gaming tools and safe playing guidelines. 
  
  As a result, *** ****** account was reactivated and was notified of such in a follow-up email. FanDuel would consider this matter resolved.

• Initial Complaint

  Date:03/25/2025

  Type:Billing Issues
  Status:

  ResolvedMore 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.

  Account was locked and suspended immediately after I created the account and deposited in it. I verified my identity, and then was allowed to deposit and play, I had won some money and requested a small withdrawal with funds still in the account. After a hour I go to place another bet and then get a notification my account was suspended and all my funds stay locked in the account. I tried getting in contact with customer support but nobody seems to help and now it goes to a bot that ends the chat.

  Customer Answer

  Date: 03/26/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  *********** *****
  
  
  
   
  
  

• Initial Complaint

  Date:03/24/2025

  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.

  March 17 i was playing craps live win I started winning I tried to make a withdrawal my account got suspended I contacted customer support and gave them all requested information but then no response after just wanted updates and get my account back working if there weren't any issues .....thank you to whoever this may concern

  Business Response

  Date: 03/27/2025

  To Whom It May Concern,
  
  We write in response to ********* ******* recent consumer complaint regarding Service Issues (ID #*********.
  
  On March 17th, *** ******* FanDuel account was suspended for security concerns regarding inconsistent activity with deposit transactions.
  
  *** ******* account was suspended out of an abundance of caution to ensure that all activity on the account was not being attempted by an unauthorized party. Here at FanDuel, we take the security of our customers accounts seriously.
  
  That same day, *** ****** contacted FanDuels **************** team regarding the suspension and was escalated to the Accounts Security Team for further assistance. Due to the nature of the suspension, *** ****** was required to supply a series of verification documents to verify both his identity and previous activity.
  
  After a thorough review of the information submitted by *** ****** along with a review of his FanDuel account, we found that his account was verified under a different last name then the last name being entered for his pay method.
  
  We asked *** ****** to provide clarification regarding this finding to which he promptly explained he had legally changed his last name. Further stating, he will make sure to use the correct information on the account moving forward to avoid such issues in the future.
  
  Our Accounts security team thanked *** ****** for the explanation and asked that he only use pay methods matching the verified name on his FanDuel account moving forward. His account was immediately reactivated following this email on March 25th. 
  
  *** ******* FanDuel account has been reinstated, and he has resumed play, FanDuel would consider this matter resolved.

• Initial Complaint

  Date:03/24/2025

  Type:Customer Service 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.

  Subject: Urgent Complaint Regarding Cheating and Unfair Practices in Casino Games Dear FanDuel Customer Support,I hope this message finds you well. I am writing to express my deep concern and dissatisfaction regarding my recent experiences with the casino games on your platform. Over the past few weeks, I have encountered several incidents that have led me to believe that there may be unfair practices or potential cheating occurring within the games I have played. Specifically, I have noticed unusual patterns that have resulted in significant losses, despite following all standard gaming strategies and practices. As a loyal customer, I expect a fair and transparent gaming environment. However, my recent experiences have raised serious doubts about the integrity of the games being offered. It is troubling to see what seems like a systematic disadvantage that has resulted in not only financial losses but also a loss of trust in your platform.I kindly request a thorough investigation into these matters and would appreciate any information you can provide regarding the fairness and integrity of your casino games. Additionally, I would like to know what measures you have in place to ensure that all games are conducted fairly and that players can enjoy a safe gaming experience. Especially CoinFlip Scattered I look forward to your prompt response and a resolution to this issue. Thank you for your attention to this matter.Sincerely, ********* *******

  Business Response

  Date: 03/31/2025

  We write in response to *** ******** recent consumer complaint regarding **************** Issues (ID #*********.
  
  As one of the leading online gambling sites, we pride ourselves on being honest and fair across the board. FanDuel is regulated by the *****************************************, the ********************************* and the Michigan and **********************************, as well as the *************** of Connecticut. Accordingly, we are audited regularly.
  
  We also strive for transparency into our ************* can locate a game's average return to player (***) on the information tab for the majority of our casino games. For example, the *** for 88 Fortunes is 96%. Other automated games, like Blackjack Classic Touch, are powered by a random number generator (RNG), shuffling six different decks with an *** of 99.59%. *** is collective over the game's lifetime and is not specific to one player's payouts/potential wins within a single session.
  
  If there is a specific issue regarding the casino then, we encourage customers to reach out to our customer support team where we can assist once we have specific information on the game and issue the customer is experiencing. *** ******* has reached out to support but did not respond to our request for specific information regarding her issue.
  
  As all information regarding game integrity has been provided, FanDuel considers this matter resolved.

• Initial Complaint

  Date:03/24/2025

  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.

  ******* had a sign up offer and didn't honor it. Never once in the advertisement did it say you weren't eligible in the state of **. It let me sign up from the same link about the spins and not one single time did it say not eligible in WV.

  Business Response

  Date: 03/26/2025

  To Whom It May Concern,
  
  We are writing in response to ******* ******* recent consumer complaint regarding Advertising Issues (ID #*********.
  
  The confusion appears to stem from the consumer not reviewing the promotional Terms & Conditions, which clearly state:
  
  #3 The Promotion is only open to individuals who are at least 21 years of age and are physically present in ********, **********, or ************ during the Promotion Period.
  
  It is the users responsibility to read and understand the terms before participating in any promotion. As such, this is not an oversight on FanDuels part.
  
  *****************************************************************
  
  Given that the terms were clearly outlined, FanDuel considers this matter closed.

  Customer Answer

  Date: 04/08/2025

  1Better 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 you can see in the image's I submitted you can clearly see that ************* is included in the advertisement and part of the promotion. They mislead me in signing up. So this nonsense in what they're saying that it was my responsibility to read the fine print well I did and they're wrong they're misleading individuals and I consider it false advertisement 

  
  

   

  
  

   

  
  

   

  
  

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

  
  

  
  

  Sincerely,

  
  

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

  
  

  
  

  
  

  
  

   

  
  

  
  

  
  

  
  

  
  

  Business Response

  Date: 05/22/2025

  To Whom It May Concern,
  
  We are writing in response to ******* ******* recent consumer complaint regarding Advertising Issues (ID #*********.
  
  The screenshot the consumer provided appears to be from a general ****** search and only shows a promotional banner. It does not include any details about eligibility or state-specific availability.
  
  To view accurate and applicable promotions, the consumer must log in to their FanDuel account which then verifies his current state and visit the Promotions section. Promotions vary by state and are subject to approval by local regulators. As such, not all offers are available in every jurisdiction.
  
  After reviewing this case, we can confirm that ************* (WV) is not included in the promotion referenced. The information seen via ****** reflects general marketing content and not the tailored experience based on user location or account eligibility.
  
  We strongly encourage the consumer to log in to their FanDuel account directly to view promotions that are available specifically in their state. For reference, a full breakdown of the promotion he is referencing can be found at the following link and we encourage him to review this:
  
  *****************************************************************
  
  **I also provided screenshots for the consumers review.**

  FanDuel Sportsbook considers this matter closed.

  Customer Answer

  Date: 05/23/2025

  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:03/24/2025

  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.

  Username Is ************* I have been contacting Fanduel support but they refuse to respond to my email due to my email being not the same as my account (it's a dual email inbox). I have asked for verification questions which have been asked to me in the past but the responder refuses to verify me and says the only way is that I reach out with my respective email. Both ************** and ******************* are the same email account.Previous verification questions I've been asked - Birthday ********** - Address **********************. *********, *** ***** - User ID ************ - Current email address on acc ******************* My complaint is in the total of $2000. Fanduel allowed me to bet on a tennis game and noted odds and scoring as 2 points away from finishing but on a game that was actually 1-2 seconds if not already over. My username is ************ and I can answer any verification questions to prove my email is *************** When I send emails out its address is show as ******************* but it is the same email. Fanduel has repeatedly said that because their live scores are obtained from a third party website that it is not guaranteed. That is fraudulent and I will be filing a complaint with the commissioner if this is not resolved. The bet ID is O/*******/******* placed 3/14/25 I understand scoring may sometimes be wrong but the odds should not be. The odds being wrong is a complete fanduel error. I have not had issues before and still continue to use fanduel but I hope this error can be reconciled amicably by a refund of $2000 to my account given that ********************** allowed me to place a bet on a game that was already closed while still showing it was 2 points from closure (with incorrect odds).

  Business Response

  Date: 04/01/2025

  To Whom It May *oncern,
  
  We write in response to *** ***** **** recent consumer complaint regarding Refund Or Exchange Issues (ID #*********.
  
  Per security protocol, when chatting into *ustomer Support, we ask that users chat in with the email associated with their FanDuel account to ensure security. Should a user reach out with a different email address that is not associated with their account, we may ask that they chat in with their original email or ask additional verification details to prove their identity. Moving forward, *** *** should contact *ustomer Support with his email address on file. If he is looking to update the email address on file, he may notify our *ustomer Support team and they can assist him with that process.
  
  With that being said, after looking into the betslip settlement for bet ***************** for Set 1 Game 6 Winner for the * ********** / E Perelygina v * Fontenel / A ****** match on 3/14/25, we can confirm this wager was graded correctly as a loss. The winning selection for this market was * ********** / E Perelygina. Because *** *** selected * Fontenel / A ****** his ***** was graded as a loss and will remain that way. 
  
  We also couldnt help but notice that *** *** placed a live wager. When placing a wager depending on what you have toggled on for the Always accept odds movement toggle, the wager may or may not go through as odds continue to change due to a variety of factors. Please go to your settings and double check this toggle if you'd like the wager to go through if the odds change, or if you'd like for the wager to be approved to be placed again if the odds change.  Since odds are constantly changing and lines are constantly moving depending on factors such as current events, gameplay, and performance, it is possible that the odds changed before your wager went through and was accepted by the traders. FanDuel does not have the ability to void or refund live ******, so this wager will remain settle as a loss.
  
  Additionally, the live scoring data on our site is supplied to us by a third party stats provider and we find that at times there may be delays on this live scoring given the lack of on-site accurate statistics provided by our stat providers. According to our Terms of Use Part * section 1.3, "When scores are displayed in running, every effort is made to ensure the accuracy of the score and game time; however, no liability is accepted for incorrect information displayed." 
  
  I certainly understand this can be confusing and frustrating if you're relying on these stats when placing bets. While we provide live scoring as a feature on the app, we still recommend every FanDuel User does their own research and uses legitimate sites of official league pages for the most accurate statistical and scoring information, especially if you're unable to catch the broadcast live or verify the score in real time.
  
  Please note, that based on our review and in conjunction to the terms and conditions mentioned above, you will not be receiving any compensation in reference to the settlement of this wager or the live feed display issues youve experienced on our platform. 
  
  FanDuel considers the matter resolved, and we ask that *** *** reaches out to FanDuel *ustomer Support for any further assistance. 

• Initial Complaint

  Date:03/23/2025

  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.

  Late March 21st I withdrawled $1491.39. I went to bed. I woke up as guests were leaving and checked my phone on the charger to see a notification of a failed withdrawl. Turns out my withdrawl was canceled and a $1400 dollar bet was made. I hadn't made bets that big in a couple months last time there was issues. I messaged the live chat and they said it came from my device and they refered me to accounts team and they got ahold of me March 22nd in the morning and said it would be a speedy process. They have been ignoring all contact with me. So I message live agents and they give me a run around. I would like this matter handled **** and funds to continue processing. Account team hasn't even listened to me tell them my case. And also didn't ask for debit ard information to cancel the withdrawl headed to my debitcard. The lack of security is insane and the fact I can't hear back is brutal. $1400 isn't a small amount of money and I planned on getting that back in my account this week when I withdrawled.

  Business Response

  Date: 03/26/2025

  To Whom It May Concern,
  
  We are writing in response to ***** ******* recent consumer complaint regarding Service Issues (ID #*********.
  
  The consumer is claiming unauthorized access to their account. However, after a thorough review, our team has not found any irregular or suspicious activity to support this claim.  
  
  Additionally, we reached out to the user via email on March 26 but have not yet received a response. Once the user contacts us, we will be able to clarify that their claims are unfounded and that no funds will be reimbursed.  
  
  Furthermore, our records show that the withdrawal was canceled by the user, and the funds were subsequently wagered. As per our policy, we do not issue refunds in such cases.
  
  FanDuel considers this matter pending.

• Initial Complaint

  Date:03/23/2025

  Type:Billing 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.

  Kique on behalf of the accounts team here at ********************. We certainly understand any frustrations you may have experienced regarding the unauthorized charge(s) to your card and would be happy to assist with locating these payments in question. If you would be able to reply back to this email confirming as much of the following information as possible, it would be greatly appreciated and allow us to locate the charge(s) in question:- Last four digits of the card used - Type of card used ****** MasterCard, etc.)- Date and amount of charge(s)- Card expiration Date - Cardholder's name - Image of the charges on your banking statement - Confirm the billing address associated with your payment method Please reply directly to this email with this information. Once we have received the above, we will begin to research our systems for these charges and will follow up with you as soon as possible.Thank you for your patience.Kique If you or someone you know has a gambling problem and wants help, visit FanDuel's Play Well site at *********************************************** for the local resources and hotlines.I responded back with -1. Last 4 didgits of card - 8664 2. Type of card - **** 3. Date and amount of charges :Feb 10 - $200 , $50 , $100 Feb 11 - $200 , $100 Feb 12 - $300 4. Card expiration date - 03/2027 5. Cardholder's name : **** * ****** *. I have attached the photos of charges on account 7. Billing address for this card is - ************************************ **** ***** Thank you so much !! Is soo attached photos of bank statements and proof. I have been waiting OVER A MONTH for a response. I believe it may be ticket number ********

  Business Response

  Date: 03/28/2025

  To Whom This May Concern,
  
  We write in response to *** ********** recent consumer complaint regarding Billing or Collection Issues ID #********.
  
  FanDuel monitors all accounts for inconsistent activity and as a result, on 03/16/2025, FanDuel had temporarily restricted *** ********** account due to some inconsistencies flagged by our system.
  
  After review, FanDuel requested payment clarification from *** ********* due to concerns she may have been using a payment method that was inconsistent to her account information, which is a violation of our terms and conditions.
  
  As all further instructions have been relayed to *** ********** in regard to the information she needs to provide, FanDuel considers this matter resolved.

• Initial Complaint

  Date:03/23/2025

  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.

  Everything occurred on March *******. I placed a $350 bet on an 2 leg parlay and my first leg won. Fanduel gave me an option to use a free bet token, I was thinking I was getting a free bet but when I clicked it my bet was then settled and they gave me $25. Again my bet never lost and was alive but fanduel settled it as a cash out for $25 free bet. That was alarming and I felt I was robbed of my money. I then proceeded to talk to someone on support about it because I had misunderstood the situation. No one was able to fix it the issue they told me I chose to take the $25 free bet and basically my $350 bet was lost. I also had another ongoing bet that needed one leg for $1,622 with a cashout option for $943.99 after a few hours go by fanduel suspended my account and then tells theyre deactivating my account for 2 months because of my comments I made. I was upset and trying to understand why they took my $350 and gave me $25 instead. They wont let me get my money I put into the account or the money of my potential winnings. Please help me

  Business Response

  Date: 03/26/2025

  To Whom It May Concern,
  
  We are writing in response to ******** ****** recent consumer complaint regarding Refund Or Exchange Issues (ID #*********.
  
  The consumer placed a wager and was also provided with a promotion that allowed them to take their bet back using a Bet Back Token. This token refunds up to a maximum value of $25. The promotion is designed for users who want to cancel their bet while receiving a bonus to use on another wager.  
  
  
  The terms of this promotion are clearly outlined in the promotional Terms & Conditions, which the user had the opportunity to review and understand. However, it appears that in this case, the user misunderstood the policy. Despite this, we will not be reimbursing the requested $350, as the user applied the Bet Back Token correctly and received the $25 bonus, which was the maximum allowed.  
  
  
  Regarding the account suspension, the user displayed responsible gaming (RG) concerns, and based on their comments, a two-month suspension was implemented. This suspension will remain in place.
  
  FanDuel considers this matter closed.