Complaints

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

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• 

  FanDuel Inc.

  19 Union Square West New York, NY 10003-3304

• 

  FanDuel Casino

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

• 

  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

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:09/07/2022

  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.

  My account ********** was suspended due to inconsistent activity on 8/9/2022. At that time I had $2,702,942.00 dollars in my account and $296,160.00 ** open ******. In addition, I had a pending withdrawal of $300,000.00. That day my account rep told me that someone will reach out to me shortly and update me. On 8/15/2022 I got an email from a guy by the name of ****** asking me to send in a copy of the card used for deposits, a photo of myself, and a valid state-issued photo ID. I submitted the picture and my driver's license. I responded to the email that I never used a card for deposits and I only sent money by wire and submitted a copy of my bank statement. Other than this email, no one has reached out to me to either explain what's going on or what I need to do to get back access to my money. I should have approximately $3,490,000.00 in my account and its been over a month with nothing. Overall my account is at a loss over over 2 million dollars and the treatment Ive been getting is horrible.

  Business Response

  Date: 09/17/2022

  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 by our Compliance team on 8/9. As of 9/2, our Compliance team is still reviewing this player's account.
  
  "Thank you for your message. Consistent with Section 9 of our Terms and Conditions, we are currently reviewing potentially suspicious betting activity that took place on your account. No determination has been made at this time. We will provide additional information as soon as possible. Your patience is appreciated."
  
  At this time, **************** will have to wait until our Compliance team completes the review. 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 have determined that my complaint has NOT been resolved because:

   

  It is unacceptable that its been 7 weeks and all my money and account is on hold. More so, I still havent received any (promised) phone call or any explanation to what is the issue and what I can do to resolve it. I was promised multiple times a callback and still havent received any communication from FanDuel other than telling me that its section 9 (very broad) and I have to wait. Ive been waiting for 7 weeks and I think its enough. 

   

   

   

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

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

  Business Response

  Date: 04/10/2023

  To Whom It May *********** ************* ******* *** **** ************ ************* *************
  We write in response to ******************** recent consumer complaint regarding Billing or Collection Issues (ID #*********.

  We encourage **************** to contact ** via the proper channels of Customer Support in order to receive any tax related documents and account statements. At this time, there has been no communication between FanDuel and **************** about these requests, so we advise **************** to contact our Customer Support Team with any of his concerns.

  Due to the status of ******************** account, ******************** considers this matter resolved.

  Customer Answer

  Date: 05/09/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  I have contacted customer service many times and all they were able to say is that the account is closed and they cant help me. Please tell me who I need to contact. 

   

   

   

   

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

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

• Initial Complaint

  Date:09/07/2022

  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.

  fanduel email is ********************* FanDuel has very sketchy ways of suspended account when you are winning both time my account has been suspended has been win I was on winning side , there response time to customers and top players are lacking , even though I use saved passwords and just cick on my saved information to sign in after winning a big bet and trying to sign back in like I normally do by clicking saved password it says it was incorrect password sending a mistake I clicked saved passwords again and it lockedy account upon realizing I had a old email I tried contacting support to update it , support flagged my account even though I got 4 out of 5 security questions right there has to be a better verification process if 4 out of 5 security questions where right then suspending my account, they are now dragging there feet in reaching out to me as some sort of punishment for my many email to support.

  Business Response

  Date: 09/16/2022

  We write in response to ********************** recent consumer complaint regarding ******** Services issues (ID # *********.
  
  On September 4th, our Accounts team identified activity on *** ******** account that required further review, and out of an abundance of caution, we suspended his account while we investigated this activity. 
  
  On September 6th a member of our Accounts team reached out to ****************** to verify his account information.
  
  After ****************** supplied our team with the information we requested, our Accounts team reviewed the matter and reactivated *** ******** account on September 7th.

  We at FanDuel have closed this case and consider this decision to be final.

• Initial Complaint

  Date:09/07/2022

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Today September 5, 2022 I placed two *** tickets and my account was suspended shortly after. I was in a live bet and no warning alert. As a customer, ******************** should alert or give warning if an account is being suspended. I have numerous bets on 09/8 and before that. This has caused a big frustration with trying to place bets and see what I have placed. If a verification is needed, an email could have been sent to me. Can this matter be resolved as soon as possible, so I can access my account and place my bets properly. I also wish to be researched on all the active bets of the moment of my suspension that I missed. This is my first time having any issues with FanDuel. I can provide ID and email if needed.

  Customer Answer

  Date: 09/07/2022

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

• Initial Complaint

  Date:09/06/2022

  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.

  It clearly states on their website that debit card withdrawals will be processed within 24 hours yet they are purposefully held longer for no articulable reason.

  Business Response

  Date: 09/14/2022

  To Whom It May ****************************** write in response to ********************** recent consumer complaint regarding debit card withdrawals (#********).

   

  On September 1st at 10:52pm EST, ****************** submitted a debit card withdrawal request for $700. As this was the first withdrawal ever made on his account, per our policy it was subject to a 48 hour processing timeframe due to additional security reviews. The withdrawal completed on September 3rd at 3:28pm EST, within this 48 hour timeframe.

   

  After the first time, all subsequent debit card withdrawal requests process within 24 hours. While we apologize for any confusion this may have caused ******************, the 48 hour waiting time is standard for all first-time withdrawals, regardless of the method. As his withdrawal successfully completed within this timeframe, FanDuel considers this matter resolved.

  Customer Answer

  Date: 09/20/2022

  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:

  [Your Answer Here]

   The Casino should be thoroughly investigated by the gaming commission. 

   

   

   

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

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

• Initial Complaint

  Date:09/06/2022

  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.

  My account with FanDuel has been suspended for 6 days and its getting so frustrating. First I was told I was going to hear from accounts team in a day or two and its been 6 i have $2660 dollars in it that I cant have access right now. I havent heard a word from fanduel regarding my suspension Ive been a costumer for a long time and never had any issues until now. Ive waited these past few days but costumer service doesnt have access to anything only the accounts team and theres no way to contact then other than waiting for then to email me. Really frustrating honestly just wanna to get this issue resolved and Im sure it will cause FanDuel is a serious company. Hoping to get some help and solve this matter as soon as possible.

  Business Response

  Date: 09/15/2022

  To Whom It May ****************** write in response to **************** recent consumer complaint regarding service issues (ID #*********.
  
  We would first like to apologize for the delay in the resolution of this matter.
  
  On 9/1/22, our team temporarily suspended **************** account out of an abundance of caution as there was unusual activity on the account detected by our system. This was disabled so we could investigate this issue.
  
  Here at FanDuel, we take the security of our customer data very seriously. As of 9/14/22, we have since finished this review and found that **************** was in breach of our terms and conditions regarding payment methods. His account was temporarily reactivated after verifying information, however, concerning comments were found and his account was re-suspended for a responsible gaming review.
  
  These comments have been addressed and the account has since been reactivated.
  
  FanDuel considers this matter resolved.

• Initial Complaint

  Date:09/06/2022

  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.

  Reached out to Fanduel multiple times after a winning bet was a placed. Was given a number that doesnt work. Have been given the runaround about my accounts availability due to inconsistent activity I have a feeling there would be no issues if the bet was a losing one. I have over 100 dollars on hold and have been told multiple answers by multiple agents. And my email account was blocked after reaching out to them!

  Business Response

  Date: 09/14/2022

  We write in response to **************************** recent consumer complaint regarding Repair issues (ID # *********.

  
  ************************** account was suspended on September 2nd as we identified activity on his account that required further review and out of an abundance of caution, we suspended his account while we investigated this activity.

  
  Our Accounts team followed up with *********************** on Sept 11th and the 13th requesting materials to help move this process along. We apologize for the delay in getting back to him.

  
  After ************************ provided the necessary documents our team requested, our Accounts team member reviewed them and reactivated his account on September 14th.

  
  We at FanDuel have closed this case and consider this decision to be final.

• Initial Complaint

  Date:09/06/2022

  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.

  On June 25th I deposited a sizeable sum of money via Interac into my account. The following day I tried to withdraw a portion of the deposited funds via Interac to the same bank account, but received an error message. I reached out to customer support who suggested I try a different device, re-install the app, etc, and try again. Upon doing so I was still receiving an error message. The next day (June 27) I reached out to customer support again about the issue of physically being unable to withdraw my funds to the bank account that I originally deposited from. This time I provided a screenshot of the error, and the new support rep told me that ******* is not supported by Fanduel for Interac withdrawal and that I would need to use a different method. The customer support rep told me to try using Paypal. Upon following customer support's recommendation and setting up PayPal and requesting a withdrawal, Fanduel cancelled my withdrawal and my account was suspended for the first time. The account was reinstated after a week or so when providing verifying documents. About a month later I re-attempted to withdraw the original funds via Paypal (as per Customer Support's previous recommendation) and again my account was suspended. This time after a couple of emails with the Accounts team, they abruptly permanently closed my account because it was deemed "reasonably suspicious". After being physically unable to withdraw my funds via the original deposit method, and then being instructed by Fanduel's own customer support to use Paypal to withdraw my funds, my account is permanently closed. I reached out to customer support several times to speak to a supervisor about the problem, but the only successful attempt resulted in my open ticket being closed before the supervisor replied to my inquiry. As of right now, my account is closed because I followed the recommendation of Fanduel customer support and I have been unable to explain my situation to anyone.

  Business Response

  Date: 09/15/2022

  To Whom It May ******** We write in response to *** ********* recent consumer complaint regarding their account issue (ID #*********. After reviewing *** ********* account, I can see their account was suspended on 6/28 for potentially violating our terms and conditions. They were warned of their activity on 7/4 and their account was reopened. *** ********* account was suspended again for a similar situation on 7/25. I can see they were contacted by our Accounts team on 7/27. Upon receiving *** ********* documents our Accounts team reviewed them in full. Upon this full review with our Leadership team, a decision was agreed on 8/11. An email was sent to *** ********* account advising him that the repeated violations of our site's terms and conditions will result in permanent account closure. On 8/15 our Payments team confirmed *** ********* account balance was refunded to them. At this time, we believe *** ********* account issues are fully resolved at this time. Thank you.
  
  
  

  Customer Answer

  Date: 09/19/2022

  I am attaching a photo of the "warning" that I received from Fanduel on 7/4 after the first time they re-opened my account. There is no indication from the response that I violated any terms or that I was restricted from performing any actions on the app. If any instructions were provided to me in the response, I would have happily followed them. From my perspective, there was no indication that my account was in any kind of jeopardy, and it was clear that the impression was that the initial suspension was just to confirm a deposit that I made. I am still having a hard time understanding how I could have avoided a permanent suspension when I was following Fanduel customer support recommendations from the beginning and no explicit warnings were given to me about any actions that I was taking.

   

  If you have trouble viewing the photo, I can send another response with a text copy of the email. 

   

  Thanks

  Business Response

  Date: 10/13/2022

  We write in response to *** *********************** recent consumer complaint (ID #*********.
  
  
  On July 25, 2022, *** ******** FanDuel account was suspended for security concerns regarding inconsistent activity relating to deposit and withdrawal transactions.
  
  
  On this day, *** ******* contacted FanDuels **************** team regarding the suspension and was escalated to the Accounts 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 along with a brief explanation relating to the activity. After a careful review of the given material, and review of the activity, the accounts team found it was necessary to permanently suspend *** ******** Fanduel Account due to the activity.  
  
  
  As a result, On August 11, 2022 *** ******** was notified of the closure of his account and since the remaining balance on *** ******** Fanduel account has been returned to him.  
  
  
  *** ******* has reached out several times since asking about the review, to which it has been explained to him that the decision of our accounts team was final and cannot be overturned.  FanDuel would consider this matter resolved.

• Initial Complaint

  Date:09/06/2022

  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.

  1) made a deposit of $2000 cad and $4000 cad into Fanduel ******* for live online casino and made profit of $7200 cad; so my Fanduel account has $13200 cad 2) in September 2nd, 2022, Fanduel suddenly suspends my account (no availability for me to access) after me attempting to 2 withdraws of $6000 cad and $7200 cad 3) did try to contact Fanduel customer service several times, but just like any other people complaining about Fanduel here in BBB, I was just told to seeminglessly wait until account team reaches me via email which is doubtful 4) my Fanduel ******* account is my email address registered with BBB; ***************************

  Business Response

  Date: 09/15/2022

  To Whom It May ******** We write in response to **************** recent consumer complaint regarding their account issues (ID #********** After reviewing **************** account I can see that their account was suspended for potentially violating our site's terms and conditions on 9/2 by our Accounts team. On 9/12 our Accounts team reached out to ************ asking for documents to review in order to reopen their account. Once submitted and reviewed our Accounts team reopened **************** account on 9/13.
  
  Two days later **************** account was suspended again for a source of funds request. Our Compliance team always wants to ensure our high-value players are playing within their means and are meeting state and federal regulations. ************ will have to follow up with our Accounts team on the proper documentation for our team to review. Once ********************, ************ will be able to have their account back. Thank you for your time and understanding here.

• Initial Complaint

  Date:09/06/2022

  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 recently discovered that someone got a hold of my debit card information/online banking information and created an account on fanduel. After I was finally notified by my bank of almost $5K being spent through my account I contacted fanduel. I told them to close the account that was created under my email and that I can provide documentation to prove that I am the real person. What amazes me is that fanduel did not require previous proof of identification upon opening this account, and allowed the fraudster to spend freely. One of their fraud analysts sent an email back initially asking me to provide identity documentation to reopen my account, which clearly showed that Fanduel did not even take the time to understand what the situation was. I had to once again explain the situation and I have not ended up ANYWHERE close to resolving this yet. It has been two weeks since I reported this and I am still awaiting an email back from the last one I sent to fanduel. I am in disbelief that this has not been resolved yet and I dont have my money back.

  Business Response

  Date: 09/15/2022

  To Whom It May ******** We write in response to ********** recent consumer complaint regarding account issues (ID #*********. After reviewing ************** account I can see their account was suspended on 8/24 for a possible account take over. After looking at ************** contacts, I can see our Accounts team was able to connect with them on 8/30. Our Accounts team took their time in reviewing ************** documents that they sent in for our review and came to the conclusion on 9/13 of what had taken place. 

  In that email from our Accounts team to ********** it read in part..."Thank you for your patience. We have had a chance to review your account and see that several ****** and deposits have been placed since April of 2022. As per your action log, it appears as though this is a situation where either the activity was authorized by you, a relative/friend, or someone you know that has legitimate access to your account signed into your account, and placed bets.

  The activity occurred from the same device used for the previous activity, and the account is associated with the same email you are reaching out from **************************** We also have cases where you have reached out via this email ************************* inquiring about a past withdrawal. Per our terms of use, you are responsible for maintaining the confidentiality of your username and password. You are fully responsible for all uses of your username and password, whether by you or others. As a result of our investigation, we are unable to refund this for you as there does not appear to be any suspected unauthorized activity." 

  Our team also wrote to ********** on the same day "We understand your frustration with this decision, however, these charges all appear authorized on our end. If you believe your identity was stolen, we suggest contacting your bank again regarding these transactions and filling out a fraud report form with them."

  At this time we believe the issue regarding ************** FanDuel account is resolved at this time. Their account will remain closed. Thank you. 

  Customer Answer

  Date: 09/16/2022

  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:

  [Your Answer Here]

  Fanduel does nothing to ensure that the identity of people are protected. This site easily allows people to be frauded of their money and not only does not quickly try to resolve issues and takes no accountability for their wrongdoings. I recommend everyone to beware this site. Not only did I wait for weeks for a representative to contact me back, but they also did not solve any issue and I am out $5,000. When I sent identification that proved my true identity, they simply said I need to solve this by myself. What a terrible company.

   

   

   

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

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

  Business Response

  Date: 10/06/2022

  To Whom It May ********************** write in response to ***************************** recent consumer complaint regarding account issues (ID #*********.
  
  
  Fanduel response and stance remains the same in all matters relating to this issue.  As our team has communicated with ********** that the activity and transactions from ************ account since April 2022, according to our action log, shows all activity occurred from the same device used for previous activity since the creation of the account.  
  
  
  As explained to ********** in a following email, though we understand his frustration with our decision, these charges all appear authorized based on the information we have received and any other matters regarding the creation and usage of ************ information has to be taken and reported to ************ banking institution for their report and review.  FanDuel would consider this matter resolved.

• Initial Complaint

  Date:09/06/2022

  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 have had a friends fantasy football league for several years and every year there seems to be some new issue with having the players register for the league. This year the league is telling the players the league is full but we are only half full. The link used to have the players register for the league is telling them the league is full. I have attempted to have this problem resolved four times with customer service and every time I am told its a problem with my phone update history. I have the latest updates and phone possible and what are the chances that all 20 players all have the same problem?

  Business Response

  Date: 09/14/2022

  To Whom It May ********** write in response to ************** recent consumer complaint regarding DFS league issues (ID #*********. After reviewing ****************** account, I can see that they were advised trouble shooting steps from our **************** team regarding this complaint in the days leading up to 9/7. On 9/7 at around 8pm they were able to enter our DFS Championship contest. At this time we believe ****************** issue regarding entering one of our DFS championship contest is fully resolved. Thank you.