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:09/01/2022

  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.

  Hello, its been 3 days seance my FanDuel Sportsbook account has been suspended. I have funds in that account that I need soon and FanDuel support has yet to give me any email or answer to why this has happened. No ETA..I have over $1000 just sitting in this account and its criminal that they just hold peoples money hostage like this. Also Ive been nothing but respectful and cordial with support, still no response.

  Business Response

  Date: 09/09/2022

  To Whom It May ******** We write in response to ****************** recent consumer complaint regarding their account issues (ID #*********. After reviewing ****************** account, I can see it was suspended on 8/30 for potentially violating our site's terms and conditions. Due to the current *** season, some of our responses may be delayed. Regretfully, this is why our Accounts team did not reach out to ************** until 9/5. On 9/7 our Accounts team reviewed, warned, and reopened ****************** account. In the email, it read in part..."Moving forward, please be sure to only deposit money on your account using payment methods made out in your own name. As well as that, please be sure that you are the only person accessing or using your FanDuel account. As well as that, any sharing of payment methods is against our terms and conditions and will not be tolerated."
  
  
  Since 9/7 ************** has been logged into our site and wagering on their account. At this time we believe this issue is fully resolved. Thank you.

• Initial Complaint

  Date:09/01/2022

  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 was an active member of Fanduel daily fantasy for about 4 months when I randomly received an email that my account had been suspended for inconsistent activity. In the weeks prior, I had not played any games in any sports or dollar amounts that were abnormal for me, so I reached out to customer support.Every time I have reached out to customer support, I have been told that only the accounts team could resolve my issue and that they would be reaching out to me very soon. It has not been over two weeks and I have not heard anything from them. Every time I reach out, I make an effort to be as polite as possible. On top of all that, they are currently holding all my deposit money and any lineups that I had created for the upcoming *** season for 17 days now without even communicating what was going on.

  Business Response

  Date: 09/13/2022

  To Whom It May ****************** write in response to ****************** recent consumer complaint regarding refund or exchange issues (ID #*********.
  
  We apologize for any delay in the resolution of this matter for *****************
  
  On 8/15/22, our team temporarily suspended ****************** account out of an abundance of caution as there was unusual activity on his account detected by our system. This was disabled so we could investigate this issue for him.
  
  Here at FanDuel we take the security of our customer data very seriously. As of 9/11/22, our team has reached out to **************** to verify their information to resolve this issue.
  
  This matter is not resolved yet and is still under review. 

  Customer Answer

  Date: 09/15/2022

  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 business has reached out to me multiple times asking me to submit a picture of myself with today's date and my receipt from my deposit. I have sent the business both of these things multiple times now with no response. After a few days they just reach out and ask me to rate my experience with them. When I respond saying it has not been resolved, they ask me to submit my picture and receipt and say they have not received it. It is appearing to be a cyclical pattern now.  

   

   

   

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

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

  Business Response

  Date: 09/27/2022

  We write in response to ****************** recent consumer complaint regarding refund or exchange issues (ID #*********.
  
  We apologize for any delay in the resolution of this matter for ****************. On 8/15/22, our team temporarily suspended ****************** account out of an abundance of caution as there was unusual activity on his account detected by our system. This was disabled so we could investigate this issue for him.
  
  Here at FanDuel, we take the security of our customer data very seriously. As of 9/26/22, our team has reached out to **************** to verify their information to resolve this issue. ******************** account was verified and reopened on 9/26. **************** was also awarded a $50 credit for the delay in this matter. At this time we believe ******************** account issue has been fully resolved. Thank you.

• Initial Complaint

  Date:08/31/2022

  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 fanduel account got suspended for no reason at all 2 weeks ago. I've tried contacting them by email and social media but have gotten no where. I had recently won over $8000 over a 6 week period using sportsbook and took out $5000 than within a week my account was suspended. It's completely unprofessional to suspend someone's account for no reason and not call or email that person to explain what's going on! I feel like I've been ripped off considering I have over a $1000 in outstanding *** bets. I was never given a reason. I want my account back as I've done nothing wrong. I feel like I've been ripped off.

  Business Response

  Date: 09/13/2022

  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 8/18 for potentially violating our site's terms and conditions. Our Accounts team reached out to ******************** twice, once on 9/9 and again on 9/13. ******************** will have to follow the instructions in the email and respond to our Accounts if they wish to get their account with us reopened. Until this review process is completed, ************************ account will remain suspended. Thank you for understanding.

  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:

  [Your Answer Here]

   

   First off I didn't "potentially violate" anything! I did respond to fanduel with a picture of my CC, a picture of my drivers licence and a picture of me holding up the date but they claim they didn't receive it which is very concerning to me. If this is true why has no one gotten back to me to tell me the next steps?? I've been told my case has been escalates for weeks now. I'm going on 8 weeks now with my account being locked for no reason. Why has no one reached out to me? 

   

   

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

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

  Business Response

  Date: 11/03/2022

  To Whom It May ********************** write in response to ********************************* recent consumer complaint regarding account issues (ID #*********.
  
  
  On August 18, 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. 
  
  
  Communication between ******************** and our accounts team was delayed due to the increase in volume of customers reaching out to our team and unfortunately delayed our ability to respond to ******************** on a timely manner. 
  
  
  On October 4, 2022 Due to the nature of the suspension, ******************** was required to supply a series of verification documents to verify both his identity and previous activity.  To which ******************** complied and emailed information to our team.  
  
  
  On October 13, 2022, our accounts team conducted their review and reached back out to ******************** to ask questions as it related to behavior leading to the suspension.  We requested ******************** provide some clarity and more verification to validate these claims.
  
  
  On October 22, 2022, after ******************** reached back out to our team, the information he previously provided to us was sufficient and his account was reactivated for his immediate usage. ******************** was notified of such on a follow-up email.  Fanduel would consider this matter resolved.
  
  
  
  

• Initial Complaint

  Date:08/31/2022

  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 went to close my Fan Duel account because I don't use it and then I received a an email stating that they put my account Self Exclusion for 5 years. This is an error and should have never been done and needs to be resolved. I contacted Fan Duel and they said it's nothing they can do but they put my on this list and have done this to numerous people.

  Business Response

  Date: 09/09/2022

  We write in response to *** ******** recent consumer complaint regarding Refund, Exchange issues (ID # *********
  
  On Aug 29th 2022, ****************** self-excluded themselves with the ********** ******** of ****** Enforcement for **** days until August 29th, 2027.
  
  On Aug 31st, ****************** reached out to our Support team about this matter. Our Support team relayed to ****************** that this self-exclusion can only be done by ****************** herself and we at FanDuel cannot lift this self-exclusion in accordance with state regulations.
  
  This matter was escalated to our management team for review. Our management team followed up with ****************** on September 3rd and reiterated that this self-exclusion can only be activated upon her request and we are not able to lift this exclusion per state regulations. ****************** would need to reach out to the ********** ******** of ****** Enforcement for any further queries.
  
  We at FanDuel have closed this case and consider this decision to be final.

• Initial Complaint

  Date:08/31/2022

  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.

  Good morning again I am attempting this for the third time to file a complaint I understand that I have filed a complaint towards this company three months ago when I did file that complaint it was due to fraudulent in my account there was money deposited into my bank from this company Around $1200 and Im not sure what happened about a month later they took out all the money obviously it was their mistake somebody messed up depositing money or playing on my expense out of my accounts while we did get that resolved so my issue is its three months later and something completely different happened Im not sure I Keep getting rejected on this complaint but around three weeks ago again in my account I was online betting and the next thing I knew my money of $50 was gone it was like somebody went into my account and played under me Im not sure how that could happen so I complained again to the company they got back to me finally saying that there was nothing that they can do I feel like they should take responsibility that I have lost $50 of my own money they shut down my account because they knew that there was strange activity going on so my problem is with this company Im not sure how many complaints you get but this is the second time they have messed me up so for the second complaint I would like someone to look into it I just want it my $50 back that they owe me I hope ******* can please reach out to me ************ thank you for up

  Business Response

  Date: 09/08/2022

  To Whom It May ******** We write in response to ************************ recent consumer complaint regarding account issues (ID #*********. After reviewing ************************ account with us I can see their account was suspended for potentially being hacked. After a review of their account by our Accounts team, we found no evidence of ************************ account being hacked. On 8/31 our Accounts team sent ******************** the following email in relation to this concern..."Thank you for your response.
  
  You are free to file this to whomever you choose. We will provide all the information needed and evidence on our end to further prove there were no issues, no suspicious gameplay, and no funds needed to be delivered back as a result of your claim.
  
  As I provided a detailed outline of your account history, which is at your disposal and you can review, there was no fraudulent activity. 
  
  Additionally- all ****** were placed on the same device you have been using as well as being made from the verified address on your account which we explained to you numerous times.
  
  I am sorry you feel we are wrong here, but we have provided all the information needed to prove there was no suspicious activity."
  
  At this time we believe the issue regarding ************************ account is fully resolved. Thank you.

• Initial Complaint

  Date:08/31/2022

  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 or about August 24, 2022, I contacted FanDuel customer service as I was not awarded a free-bet as I should've been. **************** Rep told me that I had opted in after event had ended at 12:06 EST. I said that was impossible as, I was not online at that time (It also wouldn't even have been impossible to opt in at that time as the promotion would have come down from FanDuel's site). The **************** rep then suspended my account and indicated that she could not answer any questions. I contacted another rep ********** who indicated that he could offer no information as to 1) why my account was suspended; 2) what pending ****** I had. However, he indicated that I could expect a response from FanDuel's "accounts team" the following day -- August 25, 2022. I received no response on August 25, 2022. On August 26, 2022, I contacted FanDuel customer service again. The agent appeared very pleased to tell me that although they were able to speak with FanDuel's "accounts team," I was forbidden from doing so. The agent provided no explanation as to when I could expect a response. The agent provided no explanation why my account was suspended. I contacted FanDuel again on August 27, 2022. This agent told me that I should not contact FanDuel as I would be placed at "the back of the line" if I asked what the status of my account was and that trying to find out what could be done would only delay the process further. The agent said you should get a response in two or three days. It has now been 2-3 days and I have received no response.I would like to be contacted by someone from FanDuel's accounts team with an explanation as to why my account was suspended and a realistic timeframe of when the investigation will be completed. (I can not begin to fathom what could possibly be being investigated. I am losing player who bets like $20-25).

  Business Response

  Date: 09/13/2022

  To Whom It May **************************** write in response to *** ****** recent consumer complaint regarding his account being suspended after contact for a promotion.(ID # *********.
  
  
  We explained to ************** he did not opt in for the August 23rd ****** Tuesday promotion in the correct time frame as his opt in was captured the 24th.. When we explained the time of his opt in, he insisted this was not him and his account was compromised. Below are the events and attached are screenshots.  
  
  
  On August 24th at 8:52 am, the user ************************* connected on chat with an agent to discuss a promotion, ****** Tuesdays, that ************** believed he should receive his promotional bonus. To qualify for ****** Tuesday, a user must make a $25 wager on an *** player to hit a home run on Tuesday, August 23rd. This promo pays $5 for each homerun hit by any player in the game wagered. The agent explained he did not opt in early enough to qualify for the August 23rds ****** Tuesday as they opted in on the 24th. He had already made two qualifying ****** on Tuesday for two ***** Rangers to hit a home run. ************** claimed he had opted in the day before and was not logged into his computer after midnight on Wednesday the 24th. He insisted he was never on his computer, and the agent did escalate as a possible account take over as is our procedure. The agent explained that they would suspend as a precaution so we could conduct a security review. 
  
  ************** did reach out 13 times claiming not to know why his account was suspended, but this was explained in the original chat and follow-up contacts. 
  
  On September 2nd, I connected with Fraud member **** who emailed ************** to start the security review. ************** complied and gave all information needed to confirm this was a false ATO. The account was reopened by the evening of September 2nd.  This was more of a misunderstanding that escalated because the user claimed he was not the one who was logged into his account and opted into promotions. The user did not accept that he opted in for next weeks ****** Tuesday on the 24th, so his ****** on the 23rd would not qualify. His account was cleared and reopened. 
  
  While suspended, even though he was not opted in for the 23rd, the user was credited for the promotion that caused this issue.
  
  As mentioned, the issue is now resolved so we considered this resolved. 

• Initial Complaint

  Date:08/30/2022

  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.

  Placed a parlay on fanduel and one leg of the parlay was voided due to a game cut 12 minutes short for weather but a winner was still declared via the course of the game but fanduel wont honor that part of the bet and thus my winnings were cut in half. Ive uploaded their stated policy and youll notice the line unless a result is already determined through the course of play this should imply that my bet is good as the game was called and a winner declared. Please look into fanduels shady practices for me.

  Business Response

  Date: 09/07/2022

  To Whom It May ******** We write in response to ****************** recent consumer complaint regarding their bet issues (ID #*********. After reviewing ****************** account I can see they were refunded their bet back on 8/30 around 11:30 am. It looks like ************** was able to wager with these funds shortly after. Below is a copy of the email that was sent to ************** on 8/30 regarding this bet issue...
  
  "Per our team, your bet ***************** was voided because this game did not fully finish and thus was voided per our House Rules. However, we are issuing a bad beat payout in site credit for eligible markets. Looks like your account was awarded bonus funds for the amount you would have won on this wager had the game completed fully which was $193.65 on 8/30/22 at. 11:31 am. If you have any other questions, please feel free to contact us back and we'll be happy to help you."
  
  At this time we feel like this matter regarding ****************** account is fully resolved. Thank you.

• Initial Complaint

  Date:08/30/2022

  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.

  On Saturday August 20th I put 10$ into a fantasy account on Fanduel. I made a 3 dollar bet and the next day when I attempted to look at my account but I was locked out. After numerous emails I was finally told that I had a duplicate account and needed to log into that one. I have never seen the account email I was shown(it might be a family member) and have no way to access it. I would just like a refund for my remaining funds but customer support insists I log into an account that isn't mine. I think this might all be a scam.

  Customer Answer

  Date: 08/30/2022

  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:08/29/2022

  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.

  On 08/26/2022 I had placed a request to withdrawal $4,000.00 out of my account. Mind you over the last 30 days Ive had nothing but problems with fanduel with verification & identifying who I am for 2 weeks. So I submitted the withdrawal for $4,000.00 on a Friday morning then come Saturday night I received multiple emails regarding that my withdrawal was cancelled and I immediately logged in and my account balance was $0.00 and my withdrawal was gone. Ive emailed fanduel support and spoke to chat and they say they cant help me and saying that I was the one who cancelled it. Ive showed ****************** I have no clue what is going on they tell me its my problem that someone cancelled it. I just want my my money and I will be closing my account.

  Business Response

  Date: 09/07/2022

  To Whom It May ******** We write in response to ********************** recent consumer complaint regarding account issues (ID #*********. After reviewing ********************** account, I can see that their $4k withdrawal via cash at counter on 8/26 requested at 6:50 am was canceled later that day around 9 pm. After being reviewed for a potential account takeover by our Accounts team, we found there to be no foul play on ********************** FanDuel account. On 8/28 our Accounts team sent ****************** this email which went over all of this for them. Please see part of the email below...
  
  "Hi ******,
  
  Thank you for responding. 
  
  Allow me to provide you some further information to clear this up. On 08/10/22 your account was suspended due to being linked to a device with multiple users on it. This was not inherently malicious, as you stated that you had recently bought a phone off your friend.
  
  Your account nonethless is associated with two devices, dating back to 06/15/2021 for the Iphone 13 Pro **** and dating back to 01/15/2022 on the second Iphone. 
  
  No other devices, or information changes occurred on your account after 08/24/2022 when your account was reinstated. The activity, including the cancellation of your withdrawal occurred from these two known devices on your account, which indicates that your account was accessed legitimately, by yourself or someone you know. 
  
  Additionally, there was a pattern of withdrawal requests, cancellations, and wagering during this time frame multiple times. 
  
  Lastly, your IP history when the withdrawal was cancelled and the subsequent wagering, aligns with the wagering and IP History from prior to the withdrawal requests. Again, the same devices were used as well. 
  
  Per our terms of use, you are responsible for maintaining the confidentiality of your username and password, and 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.
  
  While we understand that these wagerings may not have been placed by you, they were placed on your devices with your authorization, either by yourself or someone with legitimate access. This was not as of a result of an account take over, and as such we cannot refund you these funds."
  
  At this time we believe this issue regarding ********************** withdrawal is fully resolved. Thank you.

• Initial Complaint

  Date:08/29/2022

  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 was checking my bank statements, and I always use the deposit method to load money into the account so it would come out of my bank account all at once. For some reason there are two transactions for $2,500 back to back that I never did and I have contacted FanDuel support 4 times and no-one has reached back to me.

  Business Response

  Date: 09/07/2022

  We write in response to ** ******* recent consumer complaint regarding  Billing, Collection issues (ID #*********.
  
  ******************** last deposits on FanDuel were on May 8th, 2022. Each deposit was declined. The declined funds amount did not match the two $2,500 transactions mentioned. **************** will need to reach out to their banking institution for more clarity on these two charges as they are not related to any deposit activity into FanDuel.
  
  **************** has not had a deposit that matches the two $2,500 stated previously in the time since his account was created in July of 2021. There are a couple of deposits that add up to the amount **************** has mentioned. These deposits were made on May 4th and May 5th. These funds have been wagered on his account. The last ****** on *** ******* account were placed on May 6th, 2022.
  
  The last time **************** reached out to our support team was on February 10th, 2022. He spoke to an Agent about a withdrawal timeframe, not an amount near the one quoted here. The other subsequent chats were disconnected on that day, however our support team did follow up with **************** by email at 1:31 pm, and 1:55 pm that day. As of today, September 8th, **** no response was provided to our emails from *****************
  
  We at FanDuel have closed this case and consider this decision to be final.