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

• 

  FanDuel Sportsbook - Louisiana

  5050 Williams Blvd. Kenner, LA 70065

• 

  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

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:08/15/2022

  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 Afternoon,Fan Duel blocked my account and access to my remaining funds in the account.I have been contacting Fan Duel on a weekly basis over the last couple of months, but no one is getting back to me and they keep closing the case.I want to be able to log into my account to withdraw my funds, or i want my funds given back to me but the account can remain closed.In an email thread the customer service representative said that If I provide Fan Duel my banking details they will send me the money that is in the account. But after I replied they closed the case and never got back to me.My Username is: *******

  Business Response

  Date: 08/15/2022

  We write in response to ******************** recent consumer complaint regarding Refund or Exchange issues (ID #*********.

  **************** reached out with a wager in inquiry, however, over the course of his correspondence he got increasingly aggressive and agitated. He eventually requested that we close his account to which we obliged. After asking for his banking information, ******************** initial lack of a response led to his correspondence being closed. After it closed, did **************** finally respond. 

  Unfortunately, his response was not seen by the original case owner. That said, we have since initiated the withdrawal of his remaining balance and informed him as such via email. 

  As ******************** account is now closed, we have no further financial obligation to him. As such FanDuel considers this matter as resolved.

• Initial Complaint

  Date:08/15/2022

  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.

  Over a month ago I had over $11K in my FanDuel account and my account got suspended. FanDuel requested some documents from me, which I provided. Since then I have contacted them over a dozen times without any response. Every time I contact customer service they say that the accounts team has to get back to me and then I never hear anything. I dont know if they will let me use their product anymore as I am unsure what I did to get suspended, but I would at least like my money back.

  Business Response

  Date: 08/16/2022

  To Whom It May ****************** write in response to **** ******* recent consumer complaint regarding customer service issues (ID #*********.
  
  We would first like to apologize for the delay in the resolution of this matter.
  
  Our team temporarily suspended **** ******* account out of an abundance of caution as there was unusual activity on the account detected by our system on 7/11/22. This was disabled so we could investigate this issue.
  
  Here at FanDuel we take the security of our customer data very seriously. At this time, the issue has not been resolved yet. 
  
  A member of our team has been in contact with ***************** to inform them of the issue and resolve it as soon as possible.

• Initial Complaint

  Date:08/12/2022

  Type:Order 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 been a consistent customer with ******************** for well over 12 months. As of today, I've wagered well over 1.4mil in total bets within their product last I had checked. On July 19th, while traveling through Virginia and West Virginia, my account was suspended just minutes after placing about $2,000 in ******. This happened with no notice or warning, just a suspension. I instantly jumped into LiveChat and was told that it was being sent up the line since my account has been labeled as a "VIP" client in the past. Later that day, I received an email from their support asking for proof of identity, photos of the card used for previous deposits, and photos of my drivers license. I provided all of those within 6 hours. Nearly ten days passed with no update. Then I received an email asking me to prove my income, etc on July 29th. "During a routine review, weve identified yours as a substantial account and we thank you again for your patronage. In order to remain compliant with regulatory standards, were required to conduct review accounts with such levels of gameplay.At your convenience, we kindly ask that you place complete and submit the attached Source of Funds document. In addition to completion of said document, please provide evidence of your claims; acceptable forms of documentation can be found in the attached SoF Evidence Chart."I provided tax returns and bank statements to their team via secure upload that they asked for on the ***. I have not received even a single word of response from them letting me know of an update or anything of the sort. At the minimum, I would like the $2,500 in my account to be returned to me during this review considering that is my money, yet it's held hostage currently. Would like to see this resolved...or at least a bit of communication would be great to see from FanDuel's team."Thank you for being a valuable member of the FanDuel community." - Currently doesn't feel like that as it stands.

  Business Response

  Date: 08/24/2022

  To Whom This May Concern,
  
  We write in response to *** ******* complaint regarding Contract Disputes (ID# *********
  
  **************** reached out on 7/19 inquiring as to why his account was suspended. On 7/29, a member of our Account Security Team responded clarifying the reason for suspension, and requested a few pieces of information that needed to be verified. 
  
  *** ******* account remains under review and he was advised we would follow up with him once the review is complete. In the meantime we refunded his remaining balance. 
  
  As a result, the account will remain suspended until the review is complete. 

• Initial Complaint

  Date:08/10/2022

  Type:Order 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 on FanDuel app playing and playing out of no where then I got kicked out and it said to login so I did then it said my account is suspended out of no where I never had any issues to anything so idk what happen but I have $1000 in my account and I need to get my money out and I cant its been over ***************************** saying something happened a error they not accusing me of anything wrong basically but ****************************************************************************************************************************************************************************** the run around but they had me send a picture of me id and my bank card information twice to two different people I need my money out this is wrong for them to do people like that its not right and I would like some help maybe from you guys

  Business Response

  Date: 08/22/2022

  To Whom It May ****************** write in response to ****************** recent consumer complaint regarding contract disputes (ID #*********.
  
  Our team temporarily suspended ****************** account out of an abundance of caution as there was unusual activity on the account detected by our system on 8/10/22. This was disabled so we could investigate this issue.
  
  Here at FanDuel, we take the security of our customer data very seriously. A member of our team reached out to **************** to clarify the situation on the evening of 8/10/22.
  
  **************** verified his information, however, after careful review, we have made the decision to permanently close ****************** account for responsible gaming reasons as there were comments made during this review that were concerning and alarming.
  
  ****************** account balance was returned back to him and his account has since been closed.
  
  FanDuel considers this matter resolved.

• Initial Complaint

  Date:08/10/2022

  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 has locked my account for the past 3 weeks and will not reply to any of my emails and chat support keeps telling me someone will reach out. The account was locked and unlocked in the first week after providing bank statement, ID and selfie. Information was requested and provided twice. Account still is locked 3 weeks later with my $1000 stuck with Fanduel! I do not recommend anyone deposit to this company they will steal your money with no reply or communication.

  Business Response

  Date: 08/15/2022

  To Whom It May ****************** write in response to *************** recent consumer complaint regarding their customer service issues (ID #*********.
  
  Here at FanDuel, we take the security of our users data very seriously, including by monitoring account activity. We identified activity on ********** account that required further review and out of an abundance of caution, we suspended her account on 7/22/22 while we investigated this activity.
  
  ************* was contacted by a member of our team on 7/25/22. While ************* provided information needed to verify her account, there was additional information our team requested which has not yet been provided to complete our review. 
  
  As of 8/11/22, a member of our team reached out again for the information needed and it has not yet been provided.
  
  At this time, *************** account is still under review.

  Customer Answer

  Date: 08/16/2022

  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]

  I am lost for words after reading this response. I have contacted fanduel countless number of times on my own AND by responding to their emails. I have provided every single document that they requested and then they stop replying. For them to say that I am not providing any information is an OUTRIGHT LIE. How can a business lie that they have not received a response from me when they numerous emails that have been sent by me with no reply. For proof, I have attached screenshots of the emails showing my numerous attempts at a response. 

  With regards to the email on 8/11, I finally got a response AFTER I submit a formal complaint to iGaming ******* and even then, FanDuel requested more information which I immediately replied with and to this day, there has been no resolution and I have not heard back once again. This is not the first time this has happened and honestly I believe they will stop replying and close the ticket and falsely accuse me of not responding as they just did. This is truly ridiculous. 

   

  How can a business outright lie when there is literally proof of me following up regularly asking for a response. 

   

   

   

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

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

  Business Response

  Date: 08/25/2022

  To Whom It May ****************** write in response to *************** recent consumer complaint regarding their customer 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 her account on 7/22/22 while we investigated this activity.
  
  As previously stated ************* was contacted by a member of our team on 7/25/22. While ************* provided the information needed to verify her account, the additional information our team needed was not yet provided to complete our review. 
  
  ************* has since provided the information needed regarding the situation. Our team had found that Mrss ***** Interact account is linked to an email different than what their FanDuel account email is and we required the clarification behind this.
  
  At this time, ************* provided all necessary information to verify their account and has been informed that they need to use payment methods under their own name. The account has been reactivated as of 8/25. 
  
  FanDuel considers this matter resolved.

• Initial Complaint

  Date:08/08/2022

  Type:Product 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 August 6, 2022 a UFC Saturday I was very happy to be placing my ******. One ***** was a two bet parlay for two fights to go over 2 1/2 rounds, the first fight went three rounds and for some reason my bet was awarded as loss. I quickly started a chat with the Fanduel support through the app where the support agent Marquera was being very rude and very unaware of his or her job. I was asking if that date can be reviewed and be resolved to where the wager is properly awarded. Marquera then seem to be angry and end of the chat. Afterwards I received the email that my account was suspended.I am very unhappy and to be honest angry at this situation that was totally miss handled by the support team and especially the agent Marquera. Below is a screenshot I took of the chat showing her anger and her quickly ending our chat. -image0.png-Can this please be resolved I would like my account back on my bets properly awarded I also had active bets at the moment of my suspension which I think is completely unfair and would like those to be canceled because I was not able to act on them because of the wrongful suspension.

  Business Response

  Date: 08/17/2022

  To Whom This May ****************** write in response to *********************** recent consumer complaint regarding Refund or Exchange Issues (ID # *********.
  
  On 8/7/22 the user reached out to Support via chat to raise one of their recent ******. The user believe that their UFC wager was graded incorrectly. The user wagered on the total rounds market of over 2.5 for the fight between ******************* and *************************. For this wager to be graded a win, the fight needed to go past the 2:30 **** in the third round. However, the fight ended with a KO/TKO by ******************* at the 2:01 **** in the third round. With that said the wager was graded out correctly as a loss.
  
  As for the users account suspension, it was originally suspended for a Responsible Gaming concern. During the chat with Support, the agent flagged that the user was very impatient waiting for what they believed was an incorrectly graded wager. However, after a review by our Accounts team, it was determined that while the wager was graded correctly, there were no signs of Responsible Gaming concern. The user received a response from our Accounts team on 8/8/22 that their account was reviewed and reinstated. Due to the inconvenience, the user was created with a $5 bonus credit.
  
  We apologize for any inconvenience. However, at this time, the users wager was graded correctly, their account has been reactivated, and they received a bonus credit, and we consider the matter resolved.
  
  

  Customer Answer

  Date: 08/20/2022

  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,
  
  *****************
  
  I will still upset during the time of my unfair suspension the rest of the *** card passed that night and I missed out on a numerous amounts of ****** I could have placed this brought me no convenience and quite frankly I feel it was FanDuels fault. At least my account was reinstated and I was credited five dollars. Took them a week.
  
   
  
  

• Initial Complaint

  Date:08/08/2022

  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.

  August 5, 2022 I won $400 from Fanduel/ ***************** ******** and requested to withdraw money from cash counter inside the casino. I received an email stating that my funds were available for pickup but when I got there they informed me that they sent my money to someone else's account. I do not have any banks ** ked to my account only an old debit card that is deactivated. They said my request was canceled and the money sent to a bank account but could not tell me who's. They told me that my account was probably hacked and so they closed it so I couldn't see my transaction history and gave me no help as to when my issue could possibly be resolved. Previously to this, I had a similar issue with the same Casino and got no help then either. I closed my account for some months but then decided to give it another try and they have robbed me again. I received an email saying that they rea**ze that I had a similar issue before and that they are **nking the two issues together. I am just out of not only my winnings but also all the money I put in there all week. They have no way for you to contact them by telephone only the chat in which the representatives keep sending you stupid generic messages. They have caused me a hardship within my family because I spent money I did not have thinking I would be able to go pick up my money as they sent me an email tel**ng me it was ready to be picked up and they never even resolved my first issue I just got tired of getting the runaround. Also, they have compromised the security of my information and I am set to get an attorney if this issue is not resolved immediately. Again they stole my money twice, the first time right out of my bank account without me knowing it and I didn't owe them a dime and now they are refusing to pay me my winnings. I will not let this go and I will also be contacting the gaming Commission about this ongoing problem as I can see I am not the only one on**ne this has happened to. Contacting Attorney.

  Business Response

  Date: 08/18/2022

  To Whom This May ****************** write in response to ****************** recent consumer complaint regarding Service Issues (ID # *********.
  
  On 8/7/22 the user went to pick up their funds for their cash at counter withdrawal from one of our casinos. When they got there, they were informed that their withdrawal had been canceled on their account. The user claimed it wasnt them and a Support ticket was created for this issue. Based on this information our team took the proper steps to suspend the account so no further activity could occur while this matter was investigated.
  
  The user would then receive an email on 8/11/22 requesting standard documentation from our Accounts team for their review process. The user was able to provide appropriate documentation.
  
  Following this, their account was reviewed, and they were informed that in the initial review that their activity was consistent to their device and appeared that they were the one who ultimately canceled their cash at counter withdrawal and changed it to an online banking withdrawal. Following this correspondence, the user remained extremely adamant that this was not an action conducted by them and it was unauthorized activity. Ultimately leading to the user on 8/16/22, requesting to permanently close their account. As per their request, the account was closed permanently.
  
  Following the review of their BBB complaint, a further review was conducted. After a thorough investigation, we were able to confirm that a successful login attempt occurred on a device and location not previously linked to the FanDuel account. With that said, we determined through several factors that the actions on the account that day were unauthorized and credited the $400 back to the users account.
  
  With all of this said, it remains true that within our terms and conditions it is a user's responsibility to maintain the confidentiality of their login information as well as add multi-factor authentication to their account in order to protect the security of your account. This appeared to be an instance where someone close to the user or otherwise was able obtain their email and password through an outside source and login to the account. However, we encourage strong password practices and MFA to avoid such instances for our users. We can confidently say this issue could have been avoided had the user set up MFA on their account for the extra security. I'm happy to also confirm that this was not a data breach and that the accounts and security of our users are of the utmost importance to us.
  
  The user has now received an email from us on 8/18/22 to update them on the situation and ask them for the best method to withdraw their funds for them. At this time, we advise the user to please reply directly to that email.
  
  We apologize for any inconvenience. However, at this time, we have credited the $400 back to the user, have followed up with them to confirm their preferred withdrawal method, and we consider the matter resolved.
  

• Initial Complaint

  Date:08/08/2022

  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 the 5th, I woke up to charges amount to $250 from fanduel stardust (they attempted to charge another $100, but fortunately, my card declined it). Mind you, Ive never used stardust, and my last time using fanduel was at least 2 years ago. I reached out to both fanduel and stardust to get help resolving the situation, and they responded by suspending my account. They asked for a few pictures to verify identity and card info, and have yet to update me on the problem. Highly frustrated and cautioning everyone I know in DFS to stay away from both fanduel and/or stardust.

  Customer Answer

  Date: 08/12/2022

  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:08/05/2022

  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.

  So I clicked the link and signed up for the online risk free promotion on 8/3/2022 where in the first 24 hours of playing the guarantee you risk free gambling reimbursing your losses 100 percent up to $1000. Well guess what I loss $150 and did not get refunded at all customer support ***** I ask when can I expect to hear back from them . The say unfortunately I do not know we dont have a time frame and can I assist you with anything else. The nerves of them guarantee refund but have not given it and dont know when I will but ya take my money out instantly then It says i wagered over $2365 absolutely didnt just give me my money slots are tight wins are a joke not worth it to play

  Business Response

  Date: 08/13/2022

  To Whom It May ******** We write in response to *** ****** recent consumer complaint regarding casino issues (ID #*********. After reviewing **************** account history, I can see that they were credited for $150 on 8/5 at 5pm for the new user risk free casino promotion. This promotion can take up to 72hrs hours to be applied after the first day of wagering. I can see ************ was able to wager through the bonus. At this time we believe the issue regarding **************** casino promotion is fully resolved. 

• Initial Complaint

  Date:08/04/2022

  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.

  This is about FanDuel manipulating games and or ****** to affect customers wager results. Today I had a wager for baseball and I reiterate baseball and the game ended in a tie. I have lost many ****** in baseball because it could not end in a tie or because a tied score in the sport of baseball is/was impossible. I just want to note and be first to note that today 8/4/22 FanDuel inc. took part in a settled wager for the sport of baseball that resulted in a tied score. I have screenshots provided. FanDuel wagerers beware!!! A lot of times theyll do whatever to cut YOUR profits! Speaking of cut they also cut me off live chat and most of the time theyll do whatever to prolong disputes by forcing you to emails.

  Business Response

  Date: 08/13/2022

  To Whom It May ******** We write in response to *** *********s recent consumer complaint regarding their baseball wager issues (ID #*********. After reviewing ************************ account I can see on 8/4 they reached out to Customer Support about a baseball ******. Our **************** team responded to their complaint in chat in an email due to disconnecting. Our **************** team provided ******************** the following information relating to their run line baseball wager on 8/4..."Ok, so first I'll start off by explaining the difference between what you have chosen and the wager that would have been a void. There is a difference between "Total Runs" (which you have chosen) and "Moneyline." Moneyline is the result of the end score of the game. So if it's a tie, it would probably be voided in this case. However, you have not chosen Moneyline but have chosen Total Runs. Total Runs are on the runs of the whole game, you will add the two scores for each team together.  So the 3-3 would not be accounted for in Total Runs as just 3-3, it will then be 6 total runs. 
  
  With that explained, the total runs (the market you have chosen) is 6, but in your case, you have chosen the specific bet of Total Runs - Over - 6.5. This means that the total runs would have had to be 7+, but it was 6. In this case, the winning wager for the Total Runs market specifically would have been Under 6.5 and not over. So this would be settled correctly as a loss. I was also able to do a bit more research and noticed that this was on Japanese baseball. For Japanese baseball, their games do end in ties. Below I have included a few links that you can review if need be."

  Additionally our **************** team provided two relevant links for ******************** to use. The links provided in the email were as followed.... 

  *************************************************************************************************
  
  ***********************************************
  
   

  At this time we believe the issue regarding ************************ baseball wager to be full resolved. Thank you.