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

• 

  FanDuel Casino

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

• 

  FanDuel Sportsbook - Louisiana

  5050 Williams Blvd. Kenner, LA 70065

• 

  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

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:03/22/2025

  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.

  I was doing some recreational gambling , nothing crazy. There was a misunderstanding on a bonus they were providing so I had told them I would not using their service in the future. They didnt like that and locked me out of my account with approximately $800 in it not allowing my access to my account to withdraw. They pretty much robbed me of my ******** like access to my account to withdraw my winnings.

  Business Response

  Date: 04/01/2025

  To Whom It May Concern,
  We write in response to *** ****** ******* recent consumer complaint regarding Billing or Collection Issues (ID #*********.
  
  *** ******* contacted FanDuel Customer Support on 3/22/25 over frustrations with the Bet Back Token and the compensation he received. His inquiry was escalated to a member of FanDuel Management and *** ******* made offensive racial remarks and profanity. The exact comments that were made by *** ******* are listed below:
  Come on man . This is crazy. I lose thousands for the hobby of it , that I dont care about and you guys are ***** pinching a $90 winning bet.
  Thats fine you keep that 90 and keep doing business like a bunch of Jews and see how long you last operating like a bunch of f****** chumps. You lost a a customer for life . Ill hop ship to a ********************** that actually values their customers.
  
  *** ******** account was suspended and he was escalated to the Accounts Team for additional review. After reviewing his interactions with our Customer Support team was notified, promptly, that his FanDuel account was permanently closed for his offensive and racist remarks towards our staff.
  

  Although, we understand frustrations with our platform, we do not allow abusive language or threats towards our staff. As part of our Terms and Conditions, *** ******* agreed: You will not post any unlawful, obscene, abusive, defamatory, threatening or other offensive material on the Services.
  

  At this time, we can confirm he has no remaining balance in his account. 

  
  Our stance on this matter is final. FanDuel considers this matter resolved and his FanDuel account will remain permanently closed.

• Initial Complaint

  Date:03/22/2025

  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.

  Fanduel suspended my account with over $4000 in the account and I have not been able to access my money for over 2 weeks. **************** has not been replying to any of my emails regarding this issue.

  Business Response

  Date: 04/01/2025

  To Whom It May Concern,
  
  We write in response to ***** ** **** ****** recent consumer complaint regarding Billing or Collection Issues (ID #*********.
  
  On March 13th, 2025, the user's ******************** account was suspended by the Accounts Security Team for suspected Fraud violations, which required additional review. They reached out to FanDuel Customer Support and was escalated to the Accounts Team for further review.
  
  A member of the accounts team reached out that same day providing additional documents and clarity regarding their Apple Pay deposits. After some back and forth, the user's ticket was escalated for additional review due to the inability to provide their device account number.
  
  **** ***** was asked to provide further clarity on the deposit stacking that was found on their account, clarifying that they like to deposit each time they make a betslip. The user was given a warning for stacking deposits and encouraged to make larger deposits at a time, instead of multiple small deposits, which was flagged by our system. Additionally, they were warned for declined deposits by their merchants. As a result of these two flags (multiple failed deposits and multiple deposit attempts within a short time frame), his account was required to undergo a formal account review to get verification and clear them from any fraud concerns.
  
  The FanDuel account was then reinstated on March 23rd. FanDuel considers the matter resolved.

• Initial Complaint

  Date:03/21/2025

  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.

  I made a bet on FanDuel and they will not pay me my winnings

  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 03/21/2025, FanDuel had temporarily restricted *** ***** account due to some concerning comments he made with our Support team. 
  
  FanDuel takes Responsible Gaming very seriously. Therefore a standard review of the account was initiated and the account was temporarily restricted during the review. 
  
  On 03/21/2025, *** **** was informed his account was to remain permanently suspended  and he was notified of this. FanDuel then communicated with *** **** on how to retrieve the remaining balance of his account. 
  
  As all information has been relayed to *** ***** FanDuel considers this matter resolved

• Initial Complaint

  Date:03/19/2025

  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.

  ******* resident takes vacation to **********. Opens a fan duel account, deposits 5 dollars. They have a promotion going, if your first bet of 5 dollars wins you get 200 in bonus bets. I sign up, deposit place bet. Minutes later they suspend my account. ********************** is not allowed in *******. I'm leaving in 2 days to go home. They took my money and suspended my account. I just want people to see how they operate. Hard rock bet would never.

  Business Response

  Date: 03/23/2025

  To Whom It May Concern,
  
  We write in response to *** ******* recent consumer complaint regarding Refund Or Exchange Issues (ID #*********.
  
  On 03/19, *** ******* FanDuel account was suspended as we identified activity that required further review. *** ****** reached out to our customer support regarding the suspension on 3/19 and this was escalated to our accounts team for review. 
  
  As part of our standard review process we did request documents from *** ****** we needed to investigate the concerning activity.
  
  After reviewing these, *** ******* account was reopened on 3/21. The $200 in bonus bets were provided per the promotion once the conditions were met and *** ****** was able to use them. 
  
  FanDuel would consider this matter resolved. 

• Initial Complaint

  Date:03/18/2025

  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.

  My account was suspended for contacting customer support regarding a mistake when using a bonus bet. I talked to ****** and he stated that he will not be able to do a one time exception. I tried to contact ****** 3 more time via email with help regarding that. And got no response. I chatted with. New agent and upon that interaction I got a email from ****** stating my account was suspended due to asking for free bets? This is crazy and insane. And then forced me to answer ****************************************************** betting money I cannot afford to lose. This is how you treat your paying customers? I only play with what I can lose. And I tried to receive help on trying to recover the bonus bet I have earned through a promotion. I guess emailing 3 times after getting denied is too much for FanDuel and decide to suspended peoples accounts. This customer service experience was awful.

  Business Response

  Date: 03/18/2025

  To Whom It May Concern,
  
  We write in response to ***** ***** recent consumer complaint regarding Advertising Issues (ID #*********. 
  
  On 03-17-2025, ****** FanDuel account was suspended for concerns relating to responsible gaming due to unwarranted bonus requests and concerning comments made during a conversation with FanDuels customer service staff. 
  
  ***** contacted FanDuels **************** team regarding the suspension, which was escalated to the Accounts Team for further assistance. Due to the nature of the suspension, ***** was required to supply a series of answers to questions asked from our accounts team. 
  
  At our request, ***** provided us with the requested answers on the same day. After a careful review of the given material along with the account activity and a review of the comments made, we felt that it would be in the best interest of both parties that a monthly deposit limit be set.  
  
  As a result, ***** account was reactivated and was notified of such in a follow-up email. As mentioned additionally, was provided with information on the monthly deposit limit set on the account. ******************** would consider this matter resolved.

  Customer Answer

  Date: 03/20/2025

  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]

   

   

  This is a lie. I contacted ****** about a bonus bet used in mistake. I did not ask for bonus bet. I did ask for a one time exception to be made. I did not ask for any other requests. I did sent multiple messages to speak with a manager. I did sent a email to ****** to reply back. Then my got account suspended and then active with restrictions. This is a case thats not resolved and your customer support did a horrendous job handling this case. Fix this problem.  None of the emails was concerning  this is a flat out lie used by FanDuel  

   

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

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

  Business Response

  Date: 04/09/2025

  To Whom It May Concern,
  
  We write in response to ***** ***** recent consumer complaint regarding Advertising Issues (ID #*********. 
  
  FanDuel's stance remains unchanged regarding this matter.  
  
   FanDuel would consider this matter resolved.

  Customer Answer

  Date: 04/18/2025

  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]

  FanDuel can do whatever they want. This matter is not resolved nd your business practice and lie are outrageous.  

   

   

   

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

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

  Business Response

  Date: 05/28/2025

  To Whom It May Concern,
  
  We write in response to ***** ***** recent consumer complaint regarding Advertising Issues (ID #*********. 
  
  FanDuel's stance remains unchanged regarding this matter.  
  
  On 03-17-2025, ****** FanDuel account was suspended for concerns relating to responsible gaming due to unwarranted bonus requests and concerning comments made during a conversation with FanDuels customer service staff. 
  
  ***** contacted FanDuels **************** team regarding the suspension, which was escalated to the Accounts Team for further assistance. Due to the nature of the suspension, ***** was required to supply a series of answers to questions asked from our accounts team. 
  
  At our request, ***** provided us with the requested answers on the same day. After a careful review of the given material along with the account activity and a review of the comments made, we felt that it would be in the best interest of both parties that a monthly deposit limit be set. 
  
  As a result, ***** account was reactivated and was notified of such in a follow-up email. As mentioned additionally, was provided with information on the monthly deposit limit set on the account. ******************** would consider this matter resolved.

• Initial Complaint

  Date:03/18/2025

  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.

  In December of 2024 I noticed a fraudulent charge on my bank account of $25 to **********************. I did not make this charge and immediately contacted 5/3 bank to resolve it. They deemed it fraudulent and took care of it. I have been contacted in the past month by indebted. They are apparently the company who handles debt claims for Trustly who is the pay company Fanduel uses. They are claiming I owe $25 to Fanduel. Contacting indebted is a hassle, and they are an awful company who I've filed a separate claim against. After speaking to all companies involved, the things they have asked me to do are as follows: file a police report for a $25 charge, take a picture of my ID and send to prove who I am, take a picture of myself holding a newspaper from the day of proving myself, a report from 5/3 bank of the charges. Ridiculous steps to ask of someone. All of that said, at the end of the day it is illegal for me to even play Fanduel sportsbook in *******. I couldn't play it if I wanted to. Also, Fanduel's chat is the only way I can communicate with someone and they keep telling me they can't help me unless I login with the email used in the fraudulent account. I have no idea what email is associated with it. So that's when they stop helping me. Their customer service is horrid. I am not seeking anything other than the claim that I owe them money to go away.

  Business Response

  Date: 03/20/2025

  To Whom This May Concern,
  
  
  We write in response to *** ******* recent consumer complaint regarding Service Issues (ID #*********. 
  
  
  After review of *** ******* complaint, we attempted to search and resolve any issues with his unauthorized deposit. 
  
  
  We apologize for any inconvenience. However, FanDuel was not able to locate *** ******* account with the information he has provided us. We would encourage *** ****** to continue to reach out to FanDuel Support, Trustly Support or his bank directly.  FanDuel considers the matter resolved.

• Initial Complaint

  Date:03/16/2025

  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.

  I have money in my account and ******************** is not allowing me to withdrawal my funds.

  Business Response

  Date: 03/25/2025

  To Whom It May Concern,
  
  We write in response to *** ********* recent consumer complaint regarding Billing or Collection Issues (ID # *********.
  
  On 3/14/25, *** ******** contacted our Customer Support team regarding concerns about bonuses. Here at FanDuel, we take responsible gaming very seriously and based on the nature of his request in conjunction pending an internal review, his account was suspended temporarily for review.
  
  The case was escalated to a member of our Accounts Team and due to a significant backlog, there was a delay in response, and we appreciate *** ********* cooperation while this was reviewed. As of 3/19/25, a member of our Accounts Team reached out to him explaining that frequent requests for credits for losses can be seen as responsible gaming concern and reactivated his account based on the final review outcome.
  
  With that said, *** ********* account has since been active and has been able to access his funds. FanDuel considers this matter resolved.
  

• Initial Complaint

  Date:03/15/2025

  Type:Customer Service 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.

  I have an account with ******************** that Ive had continuous problems logging in for almost 3 weeks in a row. Ive been denied access into my account. I spent countless hours trying to reach someone at FanDuel **************** to respond, when they do finally respond briefly on a messaging platform they are not helpful. I was told the was due to my wireless provider. Ive spent countless hours trying to get this rectified. My phone provider has done diligent testing to prove that it is nothing on their end that is causing the problem. FanDuel has me locked out of my account, which is holding funds of mine that I do not have access to. Their customer service is quite inefficient.

  Business Response

  Date: 03/25/2025

  To Whom This May Concern,
  
  
  We write in response to *** ******* recent consumer complaint regarding **************** Issues (ID #*********. 
  
  
  After review of *** ******* complaint, we attempted to search and resolve any issues with his login code. 
  
  
  We apologize for any inconvenience. However, FanDuel was not able to locate any issues with *** ******* account. 
  
  
  FanDuel did assist with changing *** ******* phone number on file on 03/15.
  
  
  We would encourage *** ****** to continue to reach out to FanDuel Support or his service provider directly.  FanDuel considers the matter resolved.

  Customer Answer

  Date: 03/25/2025

  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 still do not have access to my account for going on two weeks now the customer service that they provide is so inadequate. All I get is the same automated responses with troubleshooting suggestions that repeatedly do not work. Ive attempted on several occasions to have a supervisor contact me and speak with me directly, which they have failed to do on numerous occasions that have been requested to this day. I am still locked out of my account where I have funds sitting not having access to them if theyd like to resolve this issue, have someone contact me directly to get this sorted out?

   

   

   

   

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

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

  Business Response

  Date: 05/29/2025

  To Whom It May Concern,
  
  We write in response to *** ******* recent consumer complaint regarding Login Issues (ID # *********.
  
  *** ****** was initially unable to receive the login code required to enable multi-factor authentication on his account as per the Michigan state regulations. *** ****** contacted our Support team regarding this issue and was provided standard troubleshooting tips , however the issue still persisted.
  
  With further investigation, we were able to trace the issue back to an SMS opt-out feature, which *** ****** had selected, preventing any texts from FanDuel from reaching his phone, including the *** code. Once our engineering team was able to reverse this option, *** ****** was able to log back in to his account and acknowledged this via e-mail.
  
  With this said, FanDuel considers this matter resolved.

  Customer Answer

  Date: 06/02/2025

  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,
  
  ****** ******
  I never selected anything to opt out of not being able to receive text messages. But after months of frustration and trying to communicate with someone at FanDuel, that could actually look into it and do something I was finally able to login after they fixed what was wrong unfortunately they wanna try to blame me for why it happened.
  
  
   
  
  

• Initial Complaint

  Date:03/14/2025

  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.

  I've added money several times to make casino bets with my location being verified and my bets have been disrupted every single time in which caused immediate loses. I requested a live representative for some type of reimbursement or my money back just to get told procedures that I automatically take heed to before interaction. I sum it to be a fraudulent way for them to keep people's earnings when there system is shaky.

  Business Response

  Date: 03/23/2025

  To Whom It May Concern,
  
  We write in response to *** ***** ******* recent consumer complaint regarding Refund Or Exchange Issues (ID #*********.
  
  On 3/14/25, *** ****** reached out to FanDuel Customer Support regarding connection issues with his Casino play. Customer Support investigated the inquiry further and *** ****** was given troubleshooting steps. *** ****** kept requesting compensation for the inconvenience, which Customer Support is unable to apply.
  
  Upon receipt of *** ******* BBB complaint, we looked into his inquiry further and reached out to him via email on 3/16/25 requesting he provides additional information regarding the specific Casino round in question. *** ****** was notified that Customer Support is not at liberty to provide free play or compensation. Due to no response, FanDuel reached out once more on 3/17/25 requesting the information once again. As of 3/23/25, we have not received any response from *** ******.
  
  As there was no response, we can reasonably assume that the matter has been resolved. We ask that *** ****** create a new ticket with FanDuel Customer Support should he need any further assistance.

• Initial Complaint

  Date:03/14/2025

  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.

  I was using the FanDuel sport betting app for the first time and made money using the app. I had no problem depositing money or using the money to make bets. When I went to withdrawal my money it said ***** hours. After no money for a few days I reached out to their support team and they said my account was suspended. I thought this was odd but followed all their steps of submitting my ID, debit card etc. now my account is still locked and they arent responding to my messages. I simply want my winning and my deposit into my bank immediately and am not sure what is taking so long.

  Business Response

  Date: 03/15/2025

  To Whom This May Concern,
  
  We write in response to *** ******** recent consumer complaint regarding Refund Or Exchange Issues
  ID #********.
  
  FanDuel monitors all accounts for inconsistent activity and as a result, on 02/28/2025, FanDuel has temporarily restricted *** ******** account due to some inconsistencies flagged by our system.
  
  After review, FanDuel requested payment clarification from *** ******* due to concerns he may have been using a payment method that was inconsistent to his account information, which is a violation of our terms and conditions.
  
  As a result, our Accounts team has been working with *** ******* since 03/08/2025 in attempt to get his account reactivated again. 
  
  As all further instructions have been relayed to *** ******** in regard to the information he needs to provide, FanDuel considers this matter resolved.