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

• 

  FanDuel Sportsbook - Louisiana

  5050 Williams Blvd. Kenner, LA 70065

• 

  TVG Network

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

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:02/27/2025

  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 February 27, 2025 my account was disabled when I contacted TVs someone responded back that I owed $200. I have been in touch with this person going back and forth via email to see how I owe $200. They explained that it was from a charge I made on 4/17/2024 on a fan duel account. Funny thing is my fan duel account was suspended in November 2023. I asked for a supervisor to call me, ******* wont respond back to that email. I asked when did this chargeback happen and his response was I went into my account on 4/17/2024 then got locked out. Which how could I make a deposit if I was locked out? Below are the initial deposits I made into my fan duel account in NOVEMBER 6, 2023. I have not made any since then, I also told him to do a three way call with me and my bank but he wont respond back. I need someone to reach out to me for this error on your system.

  Business Response

  Date: 02/28/2025

  To Whom It May Concern,
  
  
  We are writing in response to ********** ******* recent consumer complaint regarding Service Issues (ID #*********.
  
  
  The consumer acknowledged the $200 disputed charge he initiated, via email on 2/26 and explained that it was settled with his bank. However, we can confirm that this amount is still owed to FanDuel. Reactivation will not proceed until the balance is paid in full.
  
  
  FanDuel considers this matter pending.

  Customer Answer

  Date: 03/05/2025

  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 never acknowledged that I initiated a chargeback for $200 which I am being told was done in April 2024. I acknowledged chargebacks for November 6th 2023 which was my mistake and ever since then my account has been locked with FanDuel. Everyone keeps sending me screenshots of this $200 which I have attached but no where does it state my name, address or anything.  If this is something I owe why didnt anyone reach out to me regarding this? Its been almost a year and I have been using your services for a year until I asked if I was able to deposit via credit card. The *** said yes if I send in photos of myself holding the card, which I have attached, then a week later all my accounts were locked. If I owed you guys money wouldnt you have asked for it in April 2024? And not wait till I asked a question February 2025 for this to come up. It seems pretty strange to me. Ive asked multiple ***s to email me documents on the chargeback which have been ignored, I asked for them to be mailed to be ignored, Ive also asked for ***s to join me on the phone with my bank so they can explain the chargebacks in November ************************* So Ill ask whoever this is to call me to do a three way call? To email me/ mail me supporting documentation on this $200 charge. Something that shows my name on it that I can show my bank, not the attached screenshot which doesnt have anything related to me. Also I have attached an email in April 2024 that a ***resentative acknowledging that all my disputes were dropped but my account was still locked.]

   

   

   

   

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

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

  Business Response

  Date: 05/06/2025

  To Whom It May Concern,
  
  We are writing in response to ********** ******* recent consumer complaint regarding Service Issues (ID #*********.
  
  
  The customers account was settled and reactivated on April 8th, and they have been actively using their FanDuel account since then.
  
  
  FanDuel considers this matter resolved and now closed.

• Initial Complaint

  Date:02/27/2025

  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.

  A man named ******* ****, of *********************************************, stole or cloned my debit card and spent over ***** in the fanduel website. I submitted a dispute to my bank on 12/13/2024 but fanduel claims it was me who used it. I can prove the ** address is not mine. This man used various stolen debit cards and continues to use their platform. Fabduel should refund my money and pursue ******* ****.

  Business Response

  Date: 03/01/2025

  To Whom It May Concern,
  
  We are writing in response to ******* **** recent consumer complaint regarding Refund Or Exchange Issues (ID #*********.
  
  This appears to be a theft-related issue. *** **** should report it to the authorities for investigation and work with her bank to recover the funds.
  
  FanDuel considers this matter closed.

  Customer Answer

  Date: 03/03/2025

  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: Fanduel actively enables and allows people like ******* **** to steal identities to ******. Fanduel responded to my bank's claim saying they confirmed *** ****** address mathed the one related to my debit card, which is false. I will sue ******* **** and Fanduel for illegal and immoral practices. I demand a refund of my over 2200 stolen.

   

   

   

   

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

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

  Customer Answer

  Date: 03/10/2025

  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: it is still pending. I will update as it resolves.

  [Your Answer Here]

   

   

   

   

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

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

  Business Response

  Date: 03/12/2025

  To Whom It May Concern,
  
  We are writing in response to ******* **** recent consumer complaint regarding Refund Or Exchange Issues (ID #*********.
  
  Please continue to communicate directly with FanDuel, as the BBB is not able to resolve this matter on your behalf.

• Initial Complaint

  Date:02/27/2025

  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.

  thurs feb 2025 my account was suspended with money in it and bets placed. they havent even responded and i submitted my information to verify, like passport and selfie. but theyre gonna take ***** to help me when i have active bets in place? doesnt make sense

  Business Response

  Date: 02/28/2025

  To Whom It May Concern,
  
  We are writing in response to **** ******* recent consumer complaint regarding Refund Or Exchange Issues (ID #*********.
  
  The consumer's account was temporarily suspended for security reasons. An email was sent to the consumer on 2/28, and we are still awaiting their response.
  
  FanDuel considers this matter pending.

• Initial Complaint

  Date:02/27/2025

  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 am suing FanDuel for my rightful winnings of $400. I deposited numerous deposits to this site to then go to cash out just $400 and they came up with all of these reasons as to why they suspended my account. They tried saying that I had accessed my account from five different devices, which I'm assuming is IP addresses on the 22nd of February which is impossible. I only accessed my FanDuel account from one phone and one phone only. But once I went to make this withdrawal they came up with all of these verification processes that I had to complete and I did. Once I had completed them they came up with more issues. First it was that they just needed a copy of my unexpired identification card which I went to the *** to get and sent to them. And then after I had come up with everything that they asked for verification wise and for verification purposes, that's when they said that we've recognized you access your account from five different devices on one day. This is all a big smoke screen and I cannot believe that them paying out a measly $400 is that burdening to them financially. I wish to file complaints and sue them for the hardship that they have caused me financially, for the time that I have spent chasing document after documents, in the stress that this has put on me financially. I trusted them as a legitimate company and I'm seeing that they're nothing but thieves. Thank you *****

  Business Response

  Date: 02/27/2025

  To Whom It May Concern,
  
  We are writing in response to ***** ******* recent consumer complaint regarding Advertising Issues (ID #*********.
  
  The consumer's account has raised security concerns, requiring verification for account security purposes. This is a standard procedure for any user with account-related concerns. Additionally, during this process, the consumer expressed responsible gaming concerns, which led to a temporary suspension of the account. We will be reaching out to the consumer regarding the processing of their remaining balance.
  
  FanDuel considers this matter closed.

• Initial Complaint

  Date:02/26/2025

  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.

  The app for this company wasn't working for many users on February 25th 2025. This prevents users from changing their lineups for contest where we bet money. I was unable to access my account after placing a cash wager. This affected my result in the contest. When I attempted to contact their customer support I was ignored and not helped. Then soon after they suspended my account denying me access to my funds. I tried many times to access my account but they refused to give me access to my funds. Still have no access currently.

  Business Response

  Date: 02/28/2025

  To Whom This May Concern,
  
  We write in response to *** ******* recent consumer complaint regarding ***************** Issues ID #********.
  
  On 02/26/2025 *** ****** reached out to FanDuel Support with concerns of a site outage on our Daily Fantasy site. 
  
  During the timeframe of contact, our Accounts team had some concerns regarding *** ******* account due to his recent communication. 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 02/27/2025 the FanDuel Accounts team review was completed and *** ******* account was promptly reinstated and notified. He was provided with the proper information on why his account was restricted and was properly warned. 
  
  Because *** ******* account has since been reactivated from the Responsible Gaming review, FanDuel considers this matter resolved. 

• Initial Complaint

  Date:02/25/2025

  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.

  Was seeking resolution to a simple question, what happened to my four 100 refunds. Got the response that they escalated it to accounts department. They suspended my account, locked it for no reason and then told me my case was closed. Never told me the resolution. Then they requested debit card pics, drivers license pics and a photo of myself. why??? Made me think it was a scam email so i told them that there was no way I was sending that info.This is the worst company in the country if not the world.

  Business Response

  Date: 02/25/2025

  To Whom It May Concern,
  
  We write in response to *** **** *** ********* recent consumer complaint regarding Selling Practices (ID #*********. 
  
  On 02/14/2025, *** ********* FanDuel account was suspended for security concerns regarding inconsistent activity.
  
  *** ******** contacted FanDuels **************** team regarding the suspension, which was escalated to the Accounts Security Team for further assistance. Due to the nature of the suspension, *** ******** was asked and is required to supply a series of verification documents to verify her identity.
  
  On 2/21/2025, *** ******** reached back out to FanDuels accounts security team informing them that she would not be providing this information.  
  
  Unfortunately, *** ********* case is still under security review, as she has declined to provide the requested information that would assist in verifying information linked to the account. 
  
  We apologize for any delay and hope to have a resolution, however, do kindly request *** ******** to cooperate with FanDuel account security teams review in order to do so.  She will have to reach back out to customer service in order to create a new case if she would like to proceed. 
  
  The account will remain in suspended status until FanDuels account security team could complete their review. 
  

  Customer Answer

  Date: 02/26/2025

  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]

   They are very vague with explanation of inconsistencies.  Sounds like a hacking of some sort

  No company ever asks fo a copy o your debit card, license and a photo unless it is in a secure manner of transmission, not a random email.

  of course I am not going to send this information capriciously.  I need to have a full explanation of what is going on with my account.  Must be something because I got notification from my bank to change the passcode on my debit card at the same time that they locked my account.  ********************** needs to be transparent about what occurred with my account.  They can document everything and send to my home address if need be.  Banks do that all the time with PIN codes.

   

   

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

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

  Business Response

  Date: 04/29/2025

  To Whom It May Concern,
  
  We write in response to *** **** *** ********* recent consumer complaint regarding Selling Practices (ID #*********. 
  
  On 02/14/2025, *** ********* FanDuel account was suspended for security concerns regarding inconsistent activity.
  
  *** ******** contacted FanDuels **************** team regarding the suspension, which was escalated to the Accounts Security Team for further assistance. Due to the nature of the suspension, *** ******** was asked and is required to supply a series of verification documents to verify her identity.
  
  On 2/21/2025, *** ******** reached back out to FanDuels accounts security team informing them that she would not be providing this information. 
  
  Then on 03/06/2025 *** ******** wrote back I decided that this is legit so i uploaded the info requested. And provided our team with the requested documentation. 
  
  After a careful review of the given material it was found the material provided was sufficient, and we could reactivate *** ********* FanDuel account. 
  
  As a result, *** ********* account was reactivated and was notified of such in a follow-up email. Additionally, was provided with information on the suspension and given a warning regarding the activity. FanDuel would consider this matter resolved.

• Initial Complaint

  Date:02/25/2025

  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.

  Fanduel robbed me of my money. I cashed out a bet and the bet was reflected as cashed out on the bet slip. The site reflected it as cashed out but the cashout never went to my balance.Fanduel then advised me a manager would reach out to resolve this. Has not happened and they closed my chat with me.

  Business Response

  Date: 02/26/2025

  To Whom It May Concern,
  
  We are writing in response to ***** ******* recent consumer complaint regarding Repair Issues (ID #*********.
  
  We have reviewed the consumer's bet slip and confirmed that no Cash Out was successfully made. This was communicated to the consumer on 2/26, and we will continue to uphold our Cash Out terms: 
  
  "For a variety of reasons (including, for example, technical issues, human error, suspicions of fraud or other improprieties, and/or other issues outside of our control), FanDuel Sportsbook cannot guarantee the availability of the Cash Out functionality at all times, even if it has been advertised in connection with a particular event. Please be aware and accept that unless Cash Out is available and successfully exercised in connection with a particular bet, your initial bet will stand as originally placed, unless otherwise provided in accordance with these Terms."
  
  As there is no evidence of a successful Cash Out, FanDuel considers this matter closed.

  Business Response

  Date: 02/26/2025

  To Whom It May Concern,
  
  We are writing in response to ***** ******* recent consumer complaint regarding Repair Issues (ID #*********.
  
  We have reviewed the consumer's bet slip and confirmed that no Cash Out was successfully made. This was communicated to the consumer on 2/26, and we will continue to uphold our Cash Out terms: 
  
  "For a variety of reasons (including, for example, technical issues, human error, suspicions of fraud or other improprieties, and/or other issues outside of our control), FanDuel Sportsbook cannot guarantee the availability of the Cash Out functionality at all times, even if it has been advertised in connection with a particular event. Please be aware and accept that unless Cash Out is available and successfully exercised in connection with a particular bet, your initial bet will stand as originally placed, unless otherwise provided in accordance with these Terms."
  
  As there is no evidence of a successful Cash Out, FanDuel considers this matter closed.

• Initial Complaint

  Date:02/23/2025

  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.

  I have been locked out of my account by ******************** for almost 2 weeks now. After FanDuel enticed me to deposit money into my account with a Deposit Match Promotion - I deposited $1,000 into my account with belief I would receive $500 in Bonus Bet Money. I did receive the Bonus Bet Money but was immediately locked out of my account after receiving it and was unable to ever use it because FanDuel locked my account. I have spent weeks emailing back and forth providing countless documents requested all just to remain locked out. I have $1,700 of my own money in my account that ******************** has gained control over and refuses to give me access to. I feel as though their promotional offer was just a ploy to have me deposit more money so they could then lock me out and keep control over my own money. After sending all documentation to FanDuel proving my identity and proving that the ***** account is registered to me their latest email questioned why my email address does not have my name on it. My email address is named after my nephew in tribute - since when is that a crime or against the law? FanDuel has a selfie of me holding my Driver License for goodness sake the email thing is their last resort to try and keep something that isn't theirs, my money! The Bonus Bet Money that I was awarded by accepting their promotion has since expired due to how long this process has taken. No surprise there I feel like that was their plan from the start.. to offer a deposit match to entice me to deposit more money just to lock me out making sure I did not have access to the bonus money while keeping control of even more money in my account now. This company should be investigated for criminal activity this is THEFT!!! It is not illegal to use an email that is named after my nephew as tribute!

  Business Response

  Date: 02/28/2025

  To Whom This May Concern,
  
  We write in response to *** ******** recent consumer complaint regarding Refund Or Exchange Issues #********.
  
  
  FanDuel monitors all accounts for inconsistent activity and as a result, on 02/18/2025, FanDuel temporarily suspended *** ******** account due to some inconsistencies flagged by our system.
  
  
  After review, FanDuel reasonably suspected that *** ******* may have been acting in concert with others or that they were acting other than on their own behalf with a view to potentially conceal the true worth, nature, or pattern of bets placed by you or on your behalf, which is a violation of our terms and conditions.
  
  
  As a result, the account has been permanently closed and the creation of a new account is strictly prohibited.
  
  
  *** ******* also held a balance of $1,670.00 on her account, which has promptly been refunded. 
  
  
  As this has been relayed to *** ******** FanDuel considers this matter resolved.

  Customer Answer

  Date: 02/28/2025

  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:

  Fan Duel does not have a valid reason to close down my account. Their reason is because my email is not named after me.. even though my email is registered to me in my name the email handle is in tribute to my nephew - no where in their policy does it say an email handle has to be in the same name of the account holder. I can name my email ****************** and the email still be registered to me (****** *******) - the email handle has no impact on who owns the account. This does not go against their policy. I had active bets that were going to win and that is why Fan Duel locked my account - they did not want to pay out anymore winnings. They will take your money and even try and steal your money as in my case but they simply do not want to pay winnings out and when you win, they lock you out like this and find reasons not to pay. Fan Duel is a criminal organization committing crime. 

  And they say in their response they are going to refund the money I had in my account ($1678.75) however their email states they are only going to refund me $670. 

  So another issue there. I do want a FULL REFUND of the money I had in my account. $1,678.75 - $670 is not correct.  

   

   

   

   

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

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

  Business Response

  Date: 03/05/2025

  To Whom It May Concern,
  
  We write in response to *** ******** BBB consumer complaint regarding Refund Or Exchange Issues #********.
  
  FanDuels stance remains unchanged regarding this matter. 
  
  FanDuel would consider this matter resolved.

• Initial Complaint

  Date:02/22/2025

  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 spent over 15k over the course of 3 days for a casino promotion called 10k leaderboard. You get 3 points for every $1 wagered. I had well over 30k points then suddenly I wake up on the last day of the promotion and all my points are GONE! I contacted support numerous times and they don't do anything but say they'll email you and they never do! Honestly I'm disgusted that a company who had record profits last year can't seem to ensure there app runs smoothly. How does all my points just disappear???? So I wagered $15,000+ on a promotion to win...basically nothing!? I'm utterly mortified and I will bring a class action lawsuit against them for this fraud and deceitful practices. I would've never opted in the promotion or have wagered and deposited as much money if I knee the app would just erase all my points and now my ranking is like last which cost me thousands of dollars in bonus casino money I should've won.

  Business Response

  Date: 03/07/2025

  To Whom It May Concern,
  
  We are writing in response to ******* ********** recent consumer complaint regarding Refund Or Exchange Issues (ID #*********.
  
  We have been in direct contact with the consumer regarding this matter, and it has now been resolved.
  
  FanDuel considers this matter closed.

• Initial Complaint

  Date:02/22/2025

  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 been playing a game on FanDuel named crazy time its a casino game and I was straight up robbed and Im lucky I have video evidence of 3x it happened and I wasnt paid as theres has been a couple times where it occurred but I had no proof and cant do anything , I started recording all my game plays recently and I seen when it hits a bonus even when Im wagering it makes it play thru and doesnt pay me my deserved winning at the end it will give me my original wager back later on this doesnt occur when its a number it only occurs when a bonus wins which is rigged , this is violation of all fair and regulated policy this is not right I have evidence and Im not the only customer who wasnt paid , this is a game that needs to be investigated and checked out I have video evidence of the whole thing to back me up but for my other few times I have no proof as I didnt expect it to do so since it never occurred in past

  Business Response

  Date: 03/13/2025

  To Whom It May Concern,
  
  We write in response to *** *********** recent consumer complaint regarding Repair Issues (ID # *********.
  
  *** ********** recently contacted our Customer Support Team with concerns about his casino play and a potential pay out discrepancy for bonus rounds. In these contacts, he has provided videos of the issue along with the explanation of what occurred.
  
  We thank *** ********** for these examples as our team has raised these accordingly with the game provider to confirm what the issue is.
  
  A member of our team has since been in contact to inform him of the next steps regarding the matter. As this has been raised further, this matter is still under review.
  

  Customer Answer

  Date: 03/18/2025

  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]

  first and foremost they wanted me to not contact BBB back and let the handle the back and forth so thats when I knew they wanted to cut me out of it so I dont show what they are actually doing , I have video evidence and proof of all the gameplays as I wasnt paid for and now Im being told that it was due to timer running out I didnt place my bet in time, which makes no sense because you cant wager if time runs out or touch screen , I have a full recording of my wager being set before rounds began , now when I told them that makes no sense they awarded me a small amount that doesnt amount to 15% of what I actually won just so I can end the issue , now they are changing there words and saying I had bad internet connection , which also doesnt make sense when I have a recording once again it shows no issues or lags , at this point they are just trying there best to have me not contact you due to the fraudulent activity they are doing and give me a small bonus to make me think its ok but its not and I will not stop until I get what I won , it doesnt make sense all the rounds before it I lost there wasnt any issues but as soon as a few bonus games appear it happens , on different days and times sounds really fishy especially when a lot of other players had same problem just saying maybe it needs to be checked out even deeper 

   

   

   Above I added a couple screenshot since I cant add videos of some wins I wasnt paid for but they kept saying I didnt have my wager in time , then changing it to other stuff once I made them realize Im not a rookie 

   

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

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

  Customer Answer

  Date: 04/02/2025

  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:

  Since the first day I said something its been about the same rounds I havent been paid for , you are now currently trying to make me not have BBB as a witness of what your doing , you wont pay me my correct winnings , I have sent proof before and will send it again to FanDuel email , I would like BBB to be here until the end to see how this is resolved I will send them proof as well of what Im sending you its insane you are trying to avoid paying me my earned winnings and saying I wasnt saying that since beginning when its clearly all in the history and recordings above is insane 

   

   

   

   

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

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

  Business Response

  Date: 04/06/2025

  To Whom It May Concern,
  
  We write in response to *** *********** recent consumer complaint regarding Repair Issues (ID # *********.
  
  Since this is regarding the same rounds that been discussed. We explained our position and informed both the BBB and *** ********** what occurred in these rounds and why the payout was what it was. The stakes *** ********** had, were rejected due to a poor internet connection and he was never in the round. The amount paid to him was a one time courtesy for potential winnings.
  
  As this has been explained. FanDuels stance remains and will continue to remain unchanged.