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

• 

  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:09/12/2022

  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 recently began using fan duel and was placing bets for the September 10th MMA matches, and a few of the September 11th *** matches. After winning some money and attempting to withdraw, they locked me out of my account. I keep getting run around by the customer service and am becoming anxious that they just straight up stole my money. Apparently LOTS of other people have had these issues. Please update your processes for account verification and stop locking people out of accounts without any warning. You can't take people's money and then lock the account as soon as they try to withdraw something - that is criminal.

  Business Response

  Date: 09/24/2022

  To Whom It May ******** We write in response to ************************ recent consumer complaint regarding account issues (ID #*********. After reviewing ************************ account I can see it was suspended on 9/11 for potentially violating our site's terms and conditions. On 9/22 our Accounts team made contact with ******************** and asked him to submit documents so that our team can verify his account. Once completed on 9/23 their was opened and ******************** was warned of why their account was suspended. At this time we believe the issue regarding ************************ account is fully resolved. Thank you.

  Customer Answer

  Date: 09/27/2022

  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:
  

  They managed to unblock my account but $200 of bonus credits are missing. They keep telling me the people who signed up with my link used a different link which is IMPOSSIBLE. They were in the same room as me when they signed up!!! If I dont get the $200 bonus credits Im just moving onto a different sportsbook where they dont lie constantly. 

   

   

   

   

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

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

  Business Response

  Date: 10/09/2022

  To Whom This May ****************** write in response to ********************** recent consumer complaint rejection regarding Service Issues (ID # *********.
  
  To confirm, users must send their referral link to anyone who does not already have a FanDuel account, they must sign up directly through the link, and meet all the requirements. If all requirements are met, then the bonus is automatically applied, but if the credit is not applied that means that it wasnt done correctly. As a one-time courtesy the user was given a $100 courtesy credit by Support on 9/24/22.
  
  Please be advised that our stance remains unchanged. The users account was reviewed and reinstated, they have been given a one-time courtesy credit, theyve been advised on how Refer a Friend works, and we consider the matter resolved.

• Initial Complaint

  Date:09/12/2022

  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 deposited 20$ on 09/08/2022 to bet i placed a bet and i was still waiting on my $89 withdrawal and i recieve a email 3hrs later saying they were not able to withdraw and the funds have been returned to my account i try to login my account and it says YOUR ACCOUNT HAS BEEN SUSPENDED And 2hrs after that i recieve a email from fanduel saying my account has been suspended due to inconsistent activities i never did anything wrong but bet never broke any rules. I emailed and never recieved a email back they are trying to illegally suspend my account because i did not break any rules so i feel that its illegally. Im thinking about handling it in court if my account isnt un suspended.

  Business Response

  Date: 09/24/2022

  We write in response to ************************ recent consumer complaint regarding Billing or Collection issues (ID #*********.
  
  
  On September 22, 2022, *** ********* FanDuel account was suspended for security concerns regarding inconsistent activity relating to deposit transactions.
  
  
  On this 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.
  
  
  At our request, ******************** provided us with the requested documentation. After a careful review of the given material, it was found the material provided was insufficient and we could not allow ******************** continued access to our site. 
  
  
  As a result, *** ********* account was suspended indefinitely and will remain permanently suspended. ******************** was notified of such on a follow-up email. The available cash funds was partial of a deposit and refunded back to the original source of payment on 09/22/22. 
  
  
  Due to the security concerns revolving around the account and the inability to provide material and due to the nature of the security concern, his account would not be reinstated. FanDuel would consider this matter resolved.
  
  

• Initial Complaint

  Date:09/12/2022

  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 money on my FanDuel account and they wont give me my money back.

  Business Response

  Date: 09/22/2022

  We write in response to *** ******** recent consumer complaint regarding Refund Or Exchange issues (ID # *********.
  
  On July 4th our Accounts team identified activity on *** ******** account that required further review and out of an abundance of caution, we suspended her account while we investigated this activity.
  
  On July 7th, a member of our Accounts team reached out to ****************** to verify her account information. We do apologize for the delay in follow-up from our team.
  
  ****************** refused to provide the materials we requested to reactivate her account. As of this date, September 22nd, ****************** has not provided these documents for reactivation, so her account is still suspended. ****************** will need to provide these documents to move this process along.
  
  We at FanDuel have closed this case and consider this decision to be final.

• Initial Complaint

  Date:09/09/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Fanduel suspended my account for suspicious activity. All I want is my refund,Its been three days still no refund. I have been on Fanduel for many years but I no longer trust them. I just want my refund

  Business Response

  Date: 09/21/2022

  To Whom It May *********** ************* ******** **** ***** ************ ******* ****** *********** *********************** ***** *************** ****** ************ ********* ***************** ******* *** ******
  We write in response to **************** recent consumer complaint regarding their suspended account and refund of funds. ID # *********
  
  After a review of **************** account and issue, we see his account was initially suspended on 09/06/2022 by our security team as they noticed a potential deposit issue. ************** reached out to our chat support on the same day and asked for a refund right away of his remaining funds in his account. Our agent advised them that once an account has been suspended, the accounts team has to do a complete review to determine the cause and solution for the suspension. This is was reiterated to ************** multiple times by the agent. To which ************** responded with "You can keep it suspended I just want my money back" and "Im so done with fanduel". ************** was also advised that a member of the Accounts team will reach out to them directly to complete the potential deposit issue review process to get their account up and running.

  When the Accounts Team reached out to ************** on 09/14/2022 and asked for some required verification documents to complete the review, ************** refused to provide any documents requested and instead responded with "You can keep the money. I'm done with Fanduel I'm glad it wasn't much money". We have no intention of keeping ****************** money from them, but unfortunately until they do not provide us with the requested verification documents, we will need to keep their account suspended.

  We consider this matter resolved.

• Initial Complaint

  Date:09/09/2022

  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 few months ago, I deposited ~$10,000 into FanDuel Sportsbook, and ended up winning ~$12,000. When I tried to withdraw a chunk of this once everything settled, my account got suspended without explanation and the withdrawal never went through. I've tried to email support, primarily inquiring about why I had been suspended in the first place, and secondarily in hopes of quickly getting my account reactivated to regain access to the money in my account. It's now been 9 weeks, and all I've heard from their support is that they're "investigating the claim". I have been in a now two months back-and-forth with customer support, as well as the accounts team, about my suspended account, and I've uploaded all requested verification. But for most of the near dozen times I've reached out, all they've told me is that it's ongoing. In the latter follow-**** I've heard nothing. Considering the amount of the damages, I feel like some sort of recourse in this matter should have been expedited by now, and I wish to re-gain access to/get back the funds in my account.

  Business Response

  Date: 09/21/2022

  We write in response to *** ********** recent consumer complaint regarding Refund Or Exchange Issues (ID #*********. 
  
  
  We apologize for any inconvenience however at this time ************** account is currently still be reviewing by our accounts team.  Our user security is our top priority so we need to complete a thorough review for everyone's safety. We hope to have this reviewed and resolved as soon as possible and will update the user as soon as we can.  

  Customer Answer

  Date: 09/29/2022

  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 was able to receive most of the funds from my account, as per the attachment. However, a remaining balance of ~$4000 still has not been received. I replied with my PayPal email within 2 hours after their initial resolution, but that was one week ago and I still have not received any confirmation. This is after waiting almost 3 months to receive the first amount.

   

   

   

   

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

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

  Business Response

  Date: 10/11/2022

  We write in response to ************** recent consumer complaint regarding Refund Or Exchange Issues (ID #*********. After reviewing **************** account, I can see the account was permanently closed by our Accounts team on 9/22. In an email sent on 9/22 to ************, our Account team said the following in regard to **************** account status and remaining account balance...
  
  "Hi ******,
  
  Thank you for your patience with us regarding the status of your account. Following a routine compliance review and consistent with account terms and conditions, FanDuel has determined that it will be closing your account. Thank you for your time as a customer.
  
  Your account has a remaining balance of $22,000. I refunded a majority of the balance back to the bank account that you used to deposit. It will be back in your bank account in 3-5 business days. 
  
  The remaining balance of $4002.32 needs to be sent to you. I can withdraw the remaining balance back to you via PayPal, or I can send a check to your verified address. PayPal withdrawals are typically processed within 48 hours, while checks typically take **** business days to deliver. Please respond here with your preference. If you would prefer PayPal, please include the PayPal email address.
  
  As a reminder, FanDuels Terms of Use expressly prohibit users from establishing more than one account on the FanDuel site. If you attempt to establish another account on FanDuel, that account will be flagged and suspended.
  
  Please let me know if you have any other questions and I'll be happy to help.
  
  Tee."
  
  In order for ************ to receive their remaining account balance, I recommend ************ respond to the email sent by our Accounts team on 9/22 or reach out to our **************** team again. Our team can assist ************ with refunding their remaining account balance, we just need to know where to send the funds. **************** account will remain permanently closed per our Accounts team. Thank you for your time and understanding on this and sorry for the delay.

• Initial Complaint

  Date:09/08/2022

  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.

  9/7/22 @ 6:57pm ***** Kitchen Slot Game ID ********** I was playing the ***** Kitchen slot and increased my spins to $12 dollars a spin. I then hit a 3 symbol 10 free spin bonus round. I had to pick the winning team (blue or red) before starting the bonus round and if you pick correctly the game goes into another bonus. My team (blue) was well ahead with 2 free spins left. I was at $444 dollars in winnings so far from the free spins and the game lagged out. I then restarted the app to no avail. It just said continue where you left off with 2 free spins remaining. When I clicked continue it would lag out again. I took screenshots and screen recordings of all this as it happened and provided all of those to FanDuel and have saved them for myself. As of 5:17am on 9/8/22 the game in question is now showing ended on the transaction details but I did not get my final 2 free spins, the second bonus round, or the current $444 dollars that I won so far from the free spins. FanDuel is giving me the runaround and wonders why I am extremely frustrated. That was going to be a $700-$1k game at the very least. No one at FanDuel is even acknowledging my issue so Im left with escalating this to the fullest extent possible. I would just like this corrected so I can continue to enjoy gaming.

  Business Response

  Date: 09/21/2022

  To Whom It May ****************** write in response to *** ******** recent consumer complaint regarding repair issues (ID #*********.
  
  We would first like to apologize for the delay in the resolution of this matter.
  
  On 9/7/22, ****************** experienced an issue during one of our slot games, H**** Kitchen. During this game, ****************** was in the middle of a bonus round when there appeared to be a lag, kicking him out of the game.  After doing standard troubleshooting steps, he was unable to re-enter the game, and was unable to receive the potential winnings from the bonus round he was in.
  
  This was escalated to our Third-Party Game Provider to resolve this stuck session for ******************. During this review, ****************** was in direct contact with a Senior Member of our Accounts Team who was monitoring the issue for any updates.
  
  On 9/13/22, the review was completed, and our Third-Party Game provider confirmed there was a stuck session, and this has since been released. ****************** was owed potential winnings of $767.52, along with the original stake of $12.
  
  *** ******** account has since been provided the total of $779.52.
  
  FanDuel considers this matter resolved.

• Initial Complaint

  Date:09/08/2022

  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.

  The business has $254 of my money and there is no way to withdraw it because they will not change my name to my legal name after marriage

  Business Response

  Date: 09/21/2022

  To Whom It May ****************** write in response to ********************* recent consumer complaint regarding failed withdrawals (#********).
  
  On September 8th, ******************* had $254 in her FanDuel account - $207.09 of which were deposited funds and $46.91 of which were Sportsbook/Casino winnings. She was able to successfully refund $100 of her deposited funds back to her PayPal, and for the other $154 she requested a check. This request was denied on September 9th not due to it not matching the verified name on the account, but rather because it included deposited funds. Per FanDuel policy, users are required to play through their entire deposit as only winnings are eligible to be withdrawn. 
  
  After the check withdrawal request was rejected, the $154 was returned to ********************* account, where she proceeded to play with those funds on FanDuel's Casino platform.
  
  After contacting FanDuel Customer Support on September 7th to change the linked Venmo on her FanDuel account, on September 10th, a member of our Payments team followed up with ******************* to inform her this had been taken care of. ******************* is now able to make a deposit via Venmo to establish her preferred ***** account on file with FanDuel. Once she does this, it will resolve any previous withdrawal issues she may have had with ***** on FanDuel.
  
  On September 8th, ******************* contacted FanDuel Customer Support again, requesting to change the verified name on her account to her legal name after marriage. On September 18th, a Supervisor followed up with ******************* to inform her that her verification attempts have been reset so she can attempt to verify with her updated legal name after marriage. FanDuel would like to apologize for the amount of time it took for her inquiry to receive a follow up.
  
  Since ******************* is now able to link her preferred ***** to her FanDuel account and attempt to re-verify with her updated legal name after marriage, FanDuel considers this matter resolved.

• Initial Complaint

  Date:09/08/2022

  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 received an email 5 days ago saying that my account was suspended for inconsistent activity. I waited 4 days for a reply. I was told to send in a front and back picture of my ID, the front and back of the card or cards I used on the app for deposits, and a photo of myself holding a piece of paper with today's date on it. I complied within 20 minutes of receiving the email and now, 2 days or so later, I am still waiting for my account to be unsuspended. When I contact customer service online, I'm told I just have to wait and that they can escalate my issue (which as of this post, my issue has been escalated 4 times), but that's all they can do. I just want my account unsuspended.

  Business Response

  Date: 09/21/2022

  To Whom It May ****************** write in response to *************************** recent consumer complaint regarding their service issues (ID #*********.
  
  Here at FanDuel, we take the security of our users data very seriously, including by monitoring account activity. As per our previous reply, we identified activity on *************************** account that required further review and out of an abundance of caution, we suspended his account on 9/02/22 while we investigated this activity.
  
  After review, we found that ******************************* was in breach of our terms and conditions regarding payment method sharing. ******************************* has been in contact with our team recently as 9/19.
  
  While there has been a decision on the status of his account, we are still reviewing this further and will be in communication with the *******************************.

• Initial Complaint

  Date:09/08/2022

  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 was happy to see that fanduels was having a promo for ****** and I get a free 100$, so I make an account and try to claim the free 100$ but I had to first link my Venmo and bank account and deposit 10$ so I did that and the 10$ deposit got denied but I still seen 100$ in my fanduels account so I assumed that they gave me the free 100$ promo. Few days later I check my bank account and I have a 100$ charge from fanduels that was never authorized, contacted support and got nothing.

  Business Response

  Date: 09/21/2022

  We write in response to ************************ recent consumer complaint regarding Advertising Issues issues (ID #*********. 
  
  
  On September 3, 2022, at approximately 3:19 pm, ******************** attempted to make a deposit onto his FanDuel account via Venmo which was declined. Not long after, at approximately 3:21 pm a deposit was made using a Bank Deposit option in the amount of $100 which was successfully deposited into *** ********* FanDuel account. After *** ********* first wager on 9/03/22, he received a $10 Free Bet (courtesy of the No Sweat First Bet Promotion) and received a $100 Free Bet on 9/8/2022 (courtesy of the Kansas Pre-Registration Promotion).  
  
  
  After reviewing information regarding *** ********* account, we can verify that ******************** received both the Free Bets and the successful deposit, and from 9/03/2022 to 9/11/2022 played through this balance and withdrew any winnings received within this time frame.  
  
  
  ******************** has reached out to our customer service team several times, to which it was explained to him that he has already successfully played through deposited funds and free bets. ******************** has already successfully received his winnings after withdrawing his remaining balance.  
  
  
  As a result of our review, ******************** has since requested his account be deactivated on 9/13/2022 to which we followed through with this request. FanDuel would consider this matter resolved.
  
  

• Initial Complaint

  Date:09/07/2022

  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.

  I created an account on Fan Duel and deposited $100 to my account. I did not realize that I could not bet in my state and tried to get my $100 refunded but it will not give me the option to do it or close my account. I tried to contact customer service twice but they kept sending me an email with not code to enter for a supervisor. I am now out of options to get my money back and they keep avoid connecting me with an actual person.

  Business Response

  Date: 09/17/2022

  To Whom It May ********** write in response to *** ******** recent consumer complaint regarding account issues (ID #********** After reviewing ******************** account, I can see that they created their FanDuel account on 9/4 and made a $100 deposit. I followed up with **************** today, 9/17 via the email they used to create their FanDuel account. In the email I confirmed I refunded their $100 deposit back to their Venmo account and closed their account. 

  At this time we believe the issue regarding ******************** account is fully resolved. We ask that if **************** has any questions to please refer to our email sent to them. Thank you. 

  
  

  Customer Answer

  Date: 09/20/2022

  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,
  
  *********************