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

• 

  TVG Network

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

• 

  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:08/22/2022

  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.

  Multiple blackjack ****** taken from me, when hand was never played. One of the hands was played at 12:05 am on 8/21/22. When I got kicked out and logged back in, the wager was gone. I clicked on the bet # for this and it had an error message at first. Now it links this to another bet # that is inaccurate. I then received messages that I was locked out of my account. I have not been able to reach fanduel by phone, email or chat

  Business Response

  Date: 09/13/2022

  To Whom It May ****************** write in response to ********************** recent consumer complaint regarding failed Blackjack rounds and account login issues (#********).

   

  On August 22nd at 6:44pm EST, ****************** connected with FanDuel Customer Support regarding the failed Blackjack round issue. Once he provided all the relevant information to the agent, the issue was escalated to the Casino IT team so they could investigate. After review and collaboration with the game provider, it was determined that the rounds did not complete due to an error and therefore no winnings could be provided as a result.

   

  ****************** was supposed to have been informed of these findings, and a $100 courtesy credit was to be applied for the inconvenience. Unfortunately, he was not updated with this information and his account was not credited appropriately, and for this we sincerely apologize.

   

  As for the account login issue, ****************** simply needs to reset his password. We have followed up directly with him via email with a secure link to reset his password, and informed him that his account has been credited $100 for the failed Blackjack round issue.

   

  Now that the $100 has been credited and a password reset link has been sent, FanDuel considers this matter resolved.

  
  

• Initial Complaint

  Date:08/22/2022

  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 opened my FanDuel account couple of days ago..and everything was going smoothly and good..then suddenly I received the email from FanDuel saying that my account has been suspended due to inconsistent activity and my all withdrawal requests have been canceled.please help me resolve this issue..it is really important for me to get access to that account immediately..I tried to contact the FanDuel customer service team by sending them email and also submitting the ticket on their website..no response yet..please help..

  Business Response

  Date: 09/01/2022

  We write in response to *************************** recent consumer complaint regarding refund / exchange issues (ID #*********. 
  

  On August, 20, 2022, *************** FanDuel account was suspended for security concerns regarding inconsistent activity relating to deposit transactions.
  
  After reviewing information regarding **************** account, on August 25, 2022 ************** was contacted by FanDuels Account team regarding the inconsistent activity. Due to the nature of the suspension, ************** was required to supply a series of verification documents to verify both his identity and previous activity.
  
  After ************** was able to provide us with information regarding his depositing activity we were able to educate ************** on proper depositing methods.  
  
  In addition to the above during the time of our review process, ************** made concerning comments to our customer service staff that were concerning regarding our standards for responsible gaming , another member of our accounts team reached out to ************** concerning those comments.  ************** was able to clarify the comments made to our team and he was educated on FanDuels general guidelines.  
  
  As a result of our review, **************** account was reactivated on August 25, 2022.  FanDuel would consider this matter resolved.

• Initial Complaint

  Date:08/19/2022

  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 I am making a complaint due to my account being suspended I have contacted FanDuel numerous times just to be told there is no time frame for this problem I always have used FanDuel since day one and never had any issue I went to cash out my winning for a counter pick up just for my account to suspended for Inconsistent activity with no further explanation, I would like my money and I probably wont be using them again because this is terrible customer service due in part that u have to wait for an account team to reach you with no detail time line so u basically just have to sit around waiting for your money , I have cashed out multiple times with no issue and have lost money multiple times no issue but all of sudden my account is locked so can I please get someone to help me resolve this issue thank you!

  Business Response

  Date: 08/31/2022

  We write in response to ****************** recent consumer complaint regarding Service issues (ID #*********
  
  *** ****** account was suspended on 8/18/22 for activity on their account that required further review and out of an abundance of caution, we suspended the account while we investigated this activity.
  
  On 8/22/22, a member of our Accounts team reached out to ************** to verify some account information. ************** provided the necessary documents and materials provided.
  
  After a review of *** ****** materials, our Accounts team member reactivated their account for immediate use on 8/23/22.
  
  We at FanDuel have closed this case and consider this decision to be final.

• Initial Complaint

  Date:08/19/2022

  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 was suspended right after winning. A notification was sent to me that my bank said the charges were unauthorized and this is not the case and I have that in writing from my bank. No one tried to contact me to discuss any of this, just immediately suspended my account and said I wasnt getting my winnings. Pretty suspicious and if you ****** it, seems to happen on a daily basis. Zero customer service or support to reach out to for helpZ. How can I get an account matter resolved when you have absolutely no way for me to contact you other than a chat feature that has hour wait times and only gives copy/paste worthless answers. You are holding my money hostage and I cant even sign into my account!

  Business Response

  Date: 08/31/2022

  To Whom It May ****************************** write in response to **************** recent consumer complaint regarding the suspension of her account (#********).

   

  On August 10th, **************** account was suspended by our Accounts Team. This was due to a notice we received on an incoming disputed deposit on her account. While this is only an alert, there is a high likelihood of that alert becoming an actual chargeback, in which case funds may be deducted from **************** FanDuel account. This would result in her being responsible for repaying the owed balance. While we understand any frustration on **************** part, suspending a user's account in order to rectify these situations is FanDuel protocol.

   

  On August 19th at 12:25AM EST, ************ contacted our Customer Support team via our online chat service. Immediately after that conversation concluded (at 12:29AM EST), **************** case was escalated to our Accounts Team for review.

   

  On August 23rd at 4:39PM EST, a member of our Accounts Team reached out to ************ via email, requesting that she provide specific information in order for our team to review her account for reactivation. This email was never responded to by ************.

   

  We apologize for the delay in our team following up with her after the initial outreach. However, we advise that ************ respond to this email with the required information so our team can continue their review.

   

   

• Initial Complaint

  Date:08/19/2022

  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.

  On or about august 15 I made a withdrawal. 1 day later my account was suspended for suspicious activity. Business had no problem accepting my ***** deposit but when I decide to withdraw there activity is suspicious. Tried to contact ******************* and the team told me that the account team cannot speak to them about why my account is suspended. So now my money is tied up with them and they can choose to do what they want without letting me know timely and keeping me in the dark. I will update once I hear an actual resolution

  Business Response

  Date: 09/01/2022

  To Whom It May ****************** write in response to ***************************** recent consumer complaint regarding their account suspension (ID #*********.
  
  On 8/16/22, *** ******** account was suspended for inconsistent activity, requiring an additional review. ****************** reached out to our Accounts team regarding the suspension on the same day. We advise users to give our Accounts team about a week to fully complete the review, depending on the queue. 
  
  On 8/19/22, our Accounts team began the security review, and on 8/23/22, a team member reached out for further clarification on the activity in question. At 10:44 AM, the Accounts team member working on the case reactivated the account after completing the security review, and ****************** was free to use his account. 
  
  We apologize for any inconvenience. However, at this time, the users account has been reviewed and reactivated and we consider the matter resolved.

• Initial Complaint

  Date:08/19/2022

  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 signed up for a FanDuel Sports Book account and later notified that my account was under review and that if I didnt upload source of funds documents my account would be suspended. I went ahead and did so only to find out that my account was suspended. I have repeatedly tried to contact customer support but no one responds nor do they provide any context or detail as to why I have been suspended. I have since resubmitted my proof of funds but no one has confirmed they received my information again, nor have I been given a timeline as to when I will be reinstated. I have multiple withdraws still pending which they won't release which are incurring interest and penalties. I have followed all the rules exactly as I should, I don't have multiple accounts, I don't use a VPN, my only fault is I withdrew a larger sum of money that got flagged. The purpose of "customer support" is to support a customer and help find a resolution or give an explanation as to why. I have yet to get that from anyone, let alone an email back. I shouldn't have to go through the BBB to get in touch with customer support.

  Business Response

  Date: 09/01/2022

  To Whom It May ***************** write in response to ************** recent consumer complaint regarding Refund Or Exchange Issues (ID #*********.
  

  On 8/4, during a routine review, weve identified *** *********** account as a substantial account.  In order to remain compliant with regulatory standards, were required to conduct review accounts with such levels of gameplay.
  

  We requested a Source Of Funds for ************************ and in this request, we advised that there is a 14-day period for him to load this, at which point we will need to suspend his account.
  

  ************************ did not upload the correct documents and was explained to do so. During the review period, ************************ entered the wrong Monitored Customer ID number, which has since been corrected, however the account was suspended on 8/18.
  

  After completing the Source of Funds request, the account was reactivated on 8/22.
  

  On 8/29, the account was suspended again as further information for our required withdrawal reports. As of of 9/1, ************************ has been contacted to resolve this matter.
  

  This matter is still under review.

• Initial Complaint

  Date:08/18/2022

  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.

  On August 4, my account with Fanduel was suspended and I received an email saying it was suspended due to inconsistent activity. On August 6th, they requested a self portrait of me with the current date; a picture of my drivers license; and a picture of my debit card with my name on it. I supplied them with all the requested information and received a standard email saying they would get back to me. This has been almost 2 weeks ago and after several emails I have not received a response. The companies voicemail box shuts off after 5 seconds and when you attempt to cyber chat with them they say no one is available. I have $350 in this account which I have no access to. This has become extremely frustrating not being able to have any communication with Fanduel to get this resolved. I see on the BBB website I am not alone.

  Business Response

  Date: 08/23/2022

  To Whom This May ***************** write in response to ******************** recent consumer complaint regarding **************** Issues (ID #*********.

  On 8/4/22, the Accounts Security Team suspended *** ******* account pending payments and identity verification due to site rules violations. He immediately contacted Customer Support and the case was escalated to the Accounts Security Team for further review.

  On 8/5/22, **************** was first contacted by a Security Team analyst who requested that he provide the appropriate documents to verify his account - front/back of the card used for funding, selfie holding a paper with the current days date, and a copy of their valid state issued ID. **************** returned a portion of these documents the following day 8/6/22 and then submitted the remaining documents on 8/22/22. After a review of the provided material, we determined that they were sufficient to allow him access to his account.

  Accordingly, as of 08/22, *** ******* account was reactivated with a ***** warning to cease all activity that is a breach of our terms. **************** has since regained full access to his account and any available funds post suspension. We sincerely apologize for the delayed resolution and inconvenience this may have caused. FanDuel would now consider this matter resolved.

• Initial Complaint

  Date:08/17/2022

  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 requested Fanduel to stop sending me automated emails and fix their system so that I stop receiving other users support tickets. It has been multiple months and nothing has been done about this issue. I use my email for commercial purposes and this has cause me to have to pay for more storage to keep up with the amount of emails that I have to delete

  Business Response

  Date: 08/18/2022

  To Whom It May **************************** write in response to *** ******** recent consumer complaint regarding unwanted email and mail.. ID # *********.
  
  
  We have made sure to add ****************** to all mail and email removal. We apologize for any unwanted emails or mail. 
  
  
  Thank you for letting us know. This should take a few business days but after that no mail or email will be sent and this will be resolved. 

  Customer Answer

  Date: 08/19/2022

  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 will be keeping this case open for the time being. I also am requestiong my account be reopened if this is issue is deemed noted and fixed. Im not referring to regular subscriber emails, im reffering to complaint tickets sent in my other users of the app coming to my email, thus my account was suspended due to a request sent by another user 

   

   

   

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

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

• Initial Complaint

  Date:08/17/2022

  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 with no information and will not refund me my deposited money (from my bank account) and there is no information on how to contact anyone or how to resolve the issue. I have not done anything unusual, the only difference in the day it was suspended was I had been winning a lot of money.

  Business Response

  Date: 08/29/2022

  To Whom It May ********************* style="box-sizing: border-box;">
  We write in response to **************** recent consumer complaint regarding her suspended account.(ID # *********.
  
  
  We clearly explained *************** did violate our terms of service. In a review of your account and verification documents, we see that your account has been linked to 4 other FanDuel users via device sharing/multiple accounts being accessed from the same device. She was warned and will be banned if this happens again. 
  
  
  This matter is resolved.

• Initial Complaint

  Date:08/17/2022

  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.

  My FanDuel account was suspended for suspicious activity after I attempted to withdraw money after winning a bet. About a week later, I received an email asking for me to submit a photo of myself holding up the current date and a photo of my debit card. I was also asked to upload a photo of my drivers license. All of which I did. A few days later I received another email asking to explain some deposits/withdraws. Again, I did. A week later, I received two more emails; one asking for me to take a photo of myself holding up the current date and a photo of my debit card, as well as upload my drivers license again. The second email was again asking me to explain some deposits/withdraws. These emails were exactly the same as the ones I received a week prior. Ive already verified who I am and have explained deposits/withdraws but my account continues to be suspended after winning a bet and attempting to withdraw those funds.

  Business Response

  Date: 08/31/2022

  We write in response to ********************************** recent consumer complaint regarding refund / exchange issues (ID #*********.

  On August 03, 2022, *** ******** FanDuel account was suspended for concerns regarding inconsistent activity on their account regarding frequent short deposit and withdrawals.

  ****************** then reached out to FanDuels **************** team regarding the suspension the very same day. Due to FanDuel account teams standard operating procedures regarding inconsistent activity, in order to verify ** ******** identity we requested information which involved uploading front & back of card used to create deposit transactions (cover first 12 digits leaving the last 4 and cardholder name visible), photo of ****************** holding a piece of paper with todays date, and to upload a valid state-issued photo ID, all to which ****************** was compliant. 

  After his identification was verified, we proceeded to ask ****************** about information as it pertained to the inconsistent activity on his account. After our teams review, we were able to see that there were multiple instances of successive deposits that ****************** immediately tried to withdraw without placing bets. 

  After this conclusion and after careful review of *** ******** FanDuel account activity, he was informed that his account would not be reinstated, a check with his remaining balance from winnings was processed and sent to him via check, deposited funds returned to the payment method used, all to which we consider this matter resolved.