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 Casino

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

• 

  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:02/13/2025

  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 noticed a pattern from FanDuel of suspicious activity. anytime I bet for something to happen the game changes in a immense way I feel like fanduel is cheating me out of my money they are watching your bets on the app and fixing them on the app to make you lose your money purposely. Its happening way too oftenly I want to file a complaint against them for cheating

  Business Response

  Date: 02/13/2025

  To Whom It May Concern,
  
  We write in response to ********************** recent consumer complaint regarding Refund Or Exchange Issues (ID #*********. 
  
  
  FanDuel is regulated by multiple state gaming regulators. Accordingly, we are audited regularly. I can assure you that our customers satisfaction and enjoyment are our top priority.
  
  
  Please further note, FanDuel does not have the ability to alter, modify, change any wager once it has been placed by the customer and accepted to the **********************.
  
  
  As no wager is being reviewed and no money is owed to *** ***** at this time, FanDuel would consider this matter resolved. 
  
  

• Initial Complaint

  Date:02/12/2025

  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 made a bet on FanDuel under false pretenses. The app suggest that players have more points than they do leading to bets being made off of said points. I emailed them and the said that suppling point is a courtesy but I believe it is done intentionally to encourage consumers to make bets that would not otherwise be placed.

  Business Response

  Date: 02/13/2025

  To Whom It May Concern,
  
  We write in response to ****** Smiths recent consumer complaint regarding Repair Issues (ID #*********. 
  
  
  ****** recently reached out to FanDuels customer service regarding this specific issue.  As it was advised, FanDuel will make every effort to provide correct and up to date information during a live game, in addition, per FanDuels House Rules FanDuel cannot guarantee the accuracy or timeliness of live scores, time remaining and the status of games displayed on the FanDuel Sportsbook Website and the FanDuel Sportsbook Betting Apps in connection with live betting, which may come from third parties not controlled by FanDuel. We accept no liability for the incorrect display of this information. If you rely on this data to place bets, you do so entirely at your own risk. 
  
  
  As ****** is not owed any money at this time, and as we have already advised this information as it relates to FanDuels House Rules, FanDuel would consider this matter resolved. 

• Initial Complaint

  Date:02/12/2025

  Type:Service or Repair 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.

  We signed up to FanDuel to use it. Was able to face a few bets in January 2024 through March 2024 and then FanDuel said our account was fraud and kept locking it out. We provided them copies of our credit cards, pictures of our faces with the date on it, license pictures, etc and it was constant back and forth. We have never been able to use the account since and have been locked out, unlocked out, locked out for several months. Finally, pushed to get in to request a refund. Refund was initiated on their system on 2/1/25 and the refund has never been received. We have screenshots of it all. When we followed up to ask where the refund is -they said there is no history of the account being used in 5 years even with screenshots being provided. The balance was $84 and the refund was initiated to pay us and not they are not paying yet again.

  Business Response

  Date: 02/12/2025

  To Whom It May Concern,
  We write in response to ***************** recent consumer complaint regarding Service Issues (ID #*********.
  
  After locating the account that was provided with *** ***** email address, it appears the verified name and information does not match with her identity.
  
  Due to security reasons, we are unable to share details of the activity on suspended accounts with someone besides the verified user listed on file. Please have the other affected individuals reach out directly to Customer Support to help resolve their accounts with the email associated with their FanDuel account. They will need to create their own case with our Customer Support team in order for us to resolve the issue affecting their account, as we go on a first-come, first-serve basis.
  
  FanDuel considers the matter resolved, and we ask that she reaches out to FanDuel Customer Support for any further assistance.

  Customer Answer

  Date: 02/20/2025

  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:02/12/2025

  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.

  To Whom It May Concern,I have discovered fraudulent charges on my bank accounts related to online betting, which my boyfriend admitted to after losing a total of $1,550 on FanDuel. He took a significant amount of my money without my consent. Last night, he placed a bet for $1,000 using my phone. I wouldnt have noticed these transactions if I hadn't checked my statements on my business phone early this morning around 3 AM. I am extremely upset about how this situation has been ********** total, there are $1,550 in charges on my accounts related to the betting platform. My boyfriend took my personal phone, which I dont use much for verifying transactions, giving him access to everything, including my bank accounts. When I saw the transactions on my bank statements, I told him to remove my money, but he tried to show me how to do it himself. FanDuel suspended the account to verify the account owner's identity, which they should have done after so many transactions had been made and attempted. Because of the suspension, he couldnt do anything else with my account.I went to my email to verify my identity, which was successful. It stated that it would take one minute to reinstate the account. However, he placed a $1,000 bet, which I could have withdrawn but couldn't due to the suspension. If you look at my account history, I have never gambled in my life. Despite contacting FanDuel repeatedly to try to get the account reinstated beforehand, so I could recover what was left, they informed me that it would now take 48 to 72 hours to complete the verification process. I want my money back. I have never gambled before, and my boyfriend has a gambling addiction. I am requesting a refund for all the transactions made to my account, and I also want the account closed permanently and my email restricted on there.Thank you for your attention to this matter.

  Business Response

  Date: 02/24/2025

  To Whom This May Concern,
   
  We write in response to ****** ******** recent consumer complaint regarding Refund Or Exchange Issues (ID # *********.
  
  On February 9, 2025, the users FanDuel account was created. This means that they went through the proper account creation and verification protocol needed to create an account. Then on February 11th, the account was flagged due to suspicious activity, and it was suspended.
  
  The user reached out to Support and was advised of the escalation process, which includes submitting specific documents for review.
  
  Upon receipt of the users BBB Complaint, which included further information and a request to permanently close their account, the Accounts team took appropriate actions. The Accounts team communicated with the user providing them further details and confirming the account was permanently closed.
  
  If the user believes they are a victim of identity theft, then they should use the appropriate resources and reach out law enforcement.
  
  We apologize for any inconvenience. However, at this time, the account has been reviewed, the user was informed that the account was permanently closed per their request, and we consider the matter resolved.
  

• Initial Complaint

  Date:02/10/2025

  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 thought I was placing a bet on the super ball game yesterday for $20 dollars. When I returned to site it was no there. I refunded my money and closed account. Today I got two charges to my account for $20 and $25 dollars after closing the account.

  Business Response

  Date: 02/13/2025

  To Whom It May Concern,
  We write in response to *** ******* ****** recent consumer complaint regarding Refund Or Exchange Issues (ID #*********.
  
  FanDuel reached out to *** ***** on 2/10/25 and confirmed there were no discrepancies with her account balance.
  
  On ***** AT 1:42 am, *** ***** made a $20 deposit and wager, which subsequently was graded as a loss. At 5:39 PM, she made a second $25 Deposit. At 7:30 PM. She initiated a Deposit Refund for this $25 Deposit and she was advised she would see the funds return within 3-5 business days.
  
  Please keep in mind, it may take several business days for her initial deposits to be reflected on her bank statement, which is why she likely saw the charges taken after placing her wager and issuing a deposit refund. We provided *** ***** with her Account Transaction. History, so she can refer to this if she has any questions.
  
  We can also confirm there was no Fraud found on her account, and she was advised we do not offer refunds for ****** that have already settled.  She has already been advised, she should see the $25 Deposit funds return or the initial deposit request voided within 3-5 business days.
  
  FanDuel considers the matter resolved, and we ask that she reaches out to FanDuel Customer Support for any further assistance. 

• Initial Complaint

  Date:02/10/2025

  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.

  Good afternoon, Im reaching out to you guys because Im getting the run around with being able to reestablish my account someone stole my identity and created a account without my permission Ive never setup a account or even placed a bet with fan dual before I just happened to download the app this week because I was going to try to bet for the Super Bowl, Fan Duel asked me to show proof that I am or I am by taking a picture with today date a proof of ID some card was linked to my account that Ive never even owned before I dont even know how to further prove that that I didnt set up this fan duel account

  Business Response

  Date: 02/11/2025

  To Whom It May Concern,
  We write in response to ****************** recent consumer complaint regarding Repair Issues (ID #*********.
  
  *** ****** FanDuel account has been suspended since 06/13/2022 for suspected Account Sharing. On 02/09/25, after creating a ticket with FanDuel Customer Support, she was asked to submit verification documents to prove her identity and undergo a formal account review.
  
  She was requested to provide proof of deposits for cards ending in ***** and *****, which belonged to other individuals and had been linked to five and six users, respectively. Additionally, she was asked to provide identification for the cardholders associated with these deposit methods to address potential deposit fraud concerns.
  
  *** ***** clarified that she could not provide the requested information, stating that her ex-boyfriend had created an account in her name and that she had never used it.
  
  Per our terms, users cannot co-own or share an account, nor can they share a payment method to fund an account. Unfortunately, this includes family members, partners, and spouses. Payment methods used to fund an account must be in the account holders name and cannot be linked to another account. Furthermore, users cannot share a device to place ****** or have someone else place ****** on their behalf. Each device should be linked to only one FanDuel account.
  
  *** ***** has received a final warning for device and payment sharing, and her FanDuel account been reinstated as of 02/10/25. Further violations of our terms, will result in the permanent suspension of her account. ******************** now considers this matter resolved. 
  
  

• Initial Complaint

  Date:02/10/2025

  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 won a decent amount of money on FanDuel on 2/7/25 and requested a withdraw. Was informed that it would take approx 24 hours to be sent. Next day, my account was suddenly suspended and they requested ID to be sent to them. I did so and account was reopened. I had to request ANOTHER withdraw as they reversed the original request. I requested withdraw again and was told it would another 24 hours then the account was again suspended and I was asked to send MORE INFORMATION which was sent. I am unable to chat with them and there is NO customer support or phone number listed. It has been 3 days and I still have not received my payout. Looks like they make this a habit. It may be time for this company to be thoroughly investigated. I would like my payment to be sent ****.

  Business Response

  Date: 02/19/2025

  To Whom This May Concern,
   
  We write in response to ****** ********* recent consumer complaint regarding Refund Or Exchange Issues (ID # *********.
  
  On February 8th, the users account was suspended for suspicious activity. Upon receiving the account suspension, the user reached out to Support. They were advised that their account would be reviewed, and they would be required to provide specific documents for the review.
  
  The Accounts team emailed the user on February 11th to ask some follow-up questions. After a full review of the account and activity in question, the Accounts team informed the user that the account would be permanently closed. The user was provided these details and was advised that the balance on the account was refunded back to the deposit method.
  
  We apologize for any inconvenience. However, at this time, the account was reviewed, the user was informed that the account was permanently closed, the balance was refunded, and we consider the matter resolved.
  

• Initial Complaint

  Date:02/10/2025

  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 with a remaining balance of $788.54 in my account. I have no explanation on why it was suspended but would like to access my funds. There is only email contact with no number to escalate too. I would just like access to my funds and then I wont ever use FD again.

  Business Response

  Date: 02/11/2025

  To Whom It May Concern,
  
  We write in response to *** ******** ******* recent consumer complaint regarding Service Issues (ID #*********.
  
  On 02-10-2025, *** ******* FanDuel account was suspended by the Account's Security Terms for suspected Deposit Fraud. Due to the nature of the suspension on her account, *** ****** was asked to upload verification documents in order to verify her identity and start the account review process.
  
  *** ****** has a history of multiple deposit declines and was using a payment method that did not belong to her. She was asked to provide additional verification to ensure she had authorization from the cardholder, ******.
  
  *** ****** provided all required verification and financial documents, including the cardholders license, to prove authorization and clear her of any deposit fraud concerns.
  
  She has been advised to refrain from using deposit methods that do not belong to her. Additionally, she was encouraged to try an alternative payment method or contact her payment merchant if her deposits continue to decline.
  
  Due to the account suspension, her remaining funds on the account were refunded back to the original deposit method used (Apple Pay). She was advised she would see these funds within 3-5 business days.
  
  Her FanDuel account has been reinstated as of 02-11-2025. FanDuel considers the matter resolved, and we ask that she reaches out to FanDuel Customer Support for any further assistance. 
  

• Initial Complaint

  Date:02/09/2025

  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 had placed a wager on FanDuel of 200 dollars to buy into a bonus for the slots the app froze and when it came back on the game was gone my 200 was gone and paid zero for bonus game I have chatted with people several times for them to say we are reviewing I have screen shots and the transaction history its pretty cut and dry they have not offered my money back or any kind of compensation I will not be doing business with them after this is resolved if it ever gets resolved

  Business Response

  Date: 02/11/2025

  To Whom This May Concern,
   
  We write in response to ****** ***** recent consumer complaint regarding Service Issues (ID # *********.
  
  On February 8th, the user reached out to the Support team through chat to raise an issue regarding a casino game they were playing. During a bonus round for the game Big Catch Bass Fishing, the user received an error message and was unable to resume the round. The user was informed that this would be escalated and reviewed by the 3rd party game provider.
  
  Following the review, the user received a follow-up email the next day informing them that the game provider confirmed that there were no winnings. Upon reviewing further, the user was credited back $200 in Casino Bonus for the $200 round as a good will gesture. This was communicated to the user in an email on February 10th, and the user used the bonus. They have since continued gameplay on the account.
  
  We apologize for any inconvenience. However, at this time, the gameplay error has been investigated, a bonus has been credited to the user for the error, the user has resumed their play, and we consider the matter resolved.
  

• Initial Complaint

  Date:02/08/2025

  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.

  Hello I had recently made a bet with this company Fanduel and I had used one of my bonus bets for this bet without problem until the game had started 2/3 stipulations I made for this bet were automatically impossible to obtain as the player was inactive therefore 2/3 stipulations were voided making it the whole bet should have been voided and returned as stated in their own Terms and conditions as once the player was unplayed it was impossible to win and beyond my control therefore should have been rightfully refunded like I was told. So I contact customer support to which for 20 minutes I wait just to be told no we will not be able to return the wager as 2/3 stipulations were voided yes but because the 3rd stipulation since it wasnt voided wouldnt be returned which is egregious as even if I the third one was or wasnt win or lose I would have not won anything regardless since the other two stipulations were immediately voided meaning the whole bet would and should be voided and returned my money which is wasnt I want my money back and now last thing I get told is I will get an email from a supervisor because I demanded it which I doubt I will see is why I am escalating this to the Better Business Bureau as this business has a contact and terms and conditions they arent even following and are committing unfair business practices

  Business Response

  Date: 02/12/2025

  To Whom This May Concern,
  
  We write in response to ***** ******s recent consumer complaint regarding Repair Issues (ID # *********.
  
  On February 7th, *** ****** reached out via chat to Support regarding a basketball wager. The bet was originally placed as a three leg Same Game Parlay. The wager included the Bucks moneyline, ******* Antetokounmpo to record 12+ Rebounds, and ******* Antetokounmpo to score 35+ points. However, prior to the game starting ******* Antetokounmpo was ruled out and would not play in the game. Due to this, the two legs of the Same Game Parlay that included him, were voided. When a parlay/*** has a leg/multiple legs voided, the wager remains, but it is repriced with the remaining legs. In this instance, the three leg *** became a straight wager on the Bucks moneyline.
  
  Unaware of this, *** ****** communicated with Support who advised him that the wager was graded correctly. For the whole *** to be voided, all legs of the *** would have needed to be voided. Since the ***** lost the game, the wager settled as a loss.
  
  Due to *** ******s concerns, the issue was raised to the Management team. After careful consideration, *** ****** was credited back the $5 wager in Bonus Bets and has since continued his gameplay.
  
  We apologize for any inconvenience. However, at this time, the user was properly educated on how ****** are graded following voided legs of a parlay, the user was provided a bonus for the confusion, the user has resumed their play, and we consider the matter resolved.