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 - Louisiana

  5050 Williams Blvd. Kenner, LA 70065

• 

  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:07/20/2022

  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.

  This is my second complaint against Fanduel Casino. Although my first complaint was resolved it lead to another issue which has yet to be resolved (even though I was ensured this would not be an issue when I collected my winnings) . In Feb/March I received multiple WG2 tax statements for my 2021 winnings. My winnings for 2021 were mostly voided due to a system glitch(90k+ winnings voided) but my WG2 did not reflect those winnings/loss modifications. I reached out to fanduel for months to get this resolved. After connecting with a rep names "*****" he promised he would connect with their finance accountants to get them corrected. After about 3 months they mailed out the corrected wg2 but only ********* statement and left out the other. My case was closed assuming the corrected statment(S) were mailed. They left out the most important tax statement which shows 167k winnings when I was only paid out 44k (Dec 15th 2021 Winnings). I've been emailing and contacting support since April which is when I requested to extended my tax return due to their delay.. As we approach August and October being my deadline to file my taxes I don't know what to do. Email and chat is getting me no where and I desperately need this fixed so I can file my taxes correctly.

  Business Response

  Date: 07/29/2022

  To Whom It May ******** We write in response to ******************** recent consumer complaint regarding tax issues (ID **********. After reviewing ******************** account I can see their account was suspended permanently by our Accounts team back in January for violating our site's terms and conditions. Our team is currently working on getting the correction for their W2 tax form for 12/15. I personally reached out to ***** the Account team member who is currently assisting **************** with this tax issue. Our team will look to have this fully resolved in time for ******************** new tax deadline. Thank you.

  Customer Answer

  Date: 08/01/2022

  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 have yet to received a response from ***** or anyone from Fanduel besides via BBB. I was told this would be fixed many times before but yet its hard to get ahold of anyone to assist or provide a reasonable timeline. *** consider this complaint resolved when the issue at a hand is resolved.
   

   

   

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

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

  Business Response

  Date: 01/05/2023

  To Whom It May ************************ write in response to ***************************** consumer complaint regarding tax issues (ID **********.
  
  We reaffirm our previous response to *** ******* concerns.  
  
  After reviewing ******************** account again with our Leadership team, We can see their account was suspended permanently by our Accounts team back in January for violating our site's terms and conditions.
  
  After this final review with our Leadership team we can confirm that all of the information ******************** has received regarding their W2Gs is accurate based off our teams findings. 
  
  We appreciate *** ******* patience and understanding of this situation but at this time we believe this is fully resolved at this time. Thank you. 

  Customer Answer

  Date: 01/06/2023

  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:

  [Your Answer Here]

  Again, you wrote me a check for 40k when I won 135k due to your slot glitch. nonetheless, you confirmed youd fix the wg2 because it reflected the 135k of winnings which you NEVER paid me. So how is it correct I should pay taxes on winnings you never paid me out on? 
  how is this resolved? 
  

   

   

   

   

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

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

• Initial Complaint

  Date:07/20/2022

  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 Account and cant get in contact through email no matter what i say or how many times I try Moved to a legal betting state finally and I get suspended the 1st time I'm making a withdrawal. Only July 1st I tried to create a fan duel account with one my newest emails. I typed in all my info and pushed create. I was directed that I had already made an account in December of 2019 so I retrieved that account and deposit and lose about $600 bucks in a two weeks span On July 14th I deposited $175 in game on gift cards that I got from a market store. Because for some reason my debit cards were declining. I put the $175 balance on an 8 team parlay To win roughly 8.3k. I immediately set up a withdrawal for 5k to be picked up at the casino. The early morning of July 15th (1-9 am)I ended up turning my 3.3k remaining balance into around 8.5k betting on random basketball and soccer.l and initiated another withdrawal for 1k to my debit card to see how fast that process would be.Around noon of July 15th I get an email saying that my account is suspended to inconsistent activity and withdraw has been canceled. 3 hours later I receive an email asking to verify my identity. Within 30 minutes I sent pictures of my debit cards Ive used to deposit and a selfie with my name and the day's date. Also there was a link for me to upload my Drivers License. I took pictures and tried two different times but it said upload unsuccessful and will not let me attempt again. I have emailed them 4 or 5 times since asking what I can do with no response. Is there any advice you guys can give me is this normal? Turned $175 into 14k and feel like I'm getting screwed!! Also I have read multiple complaints stating that Fan duel sends dud links when verifying your identity purposefully. I see no reason why I dont deserve to cash out my money. Please help!

  Business Response

  Date: 07/29/2022

  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 7/15 for potentially violating our site's terms and conditions. Our Accounts team was able to verify *** ******** documents that they sent in on 7/18 and thus reopened their account. I can see *** ****** was able to withdraw $9,540.22 on 7/18 and another $2,974.49 on 7/20. At this time we believe the issue with *** ******** account is fully resolved. Thank you.

• Initial Complaint

  Date:07/19/2022

  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.

  I was asked to verify my account by Fanduel and provided them with the information they requested. I dont understand why its taking them so long to correspond with me. Why my account was even flagged in the first place. The lack of communication by the account team is unacceptable.

  Business Response

  Date: 07/27/2022

  To Whom It May ******** We write in response to ****************** recent consumer complaint regarding account issues (ID #*********. After reviewing ****************** account I can see that their account was flagged for potentially violating our terms and conditions. Our Accounts team reached out to ************** on 7/17 and 7/20 requesting documents to reopen their account. Once all of the documents were received and reviewed, ******************* account was reopened later in the day on 7/20. At this time we believe the issue involving ****************** account is fully resolved at this time. Thank you.

• Initial Complaint

  Date:07/19/2022

  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 won **** on fanduel and I tried to deposit the money the next morning my account was suspended.Ive tried to send claims,emails,and that isnt working for me.

  Business Response

  Date: 07/27/2022

  To Whom It May ****************** write in response to **************** recent consumer complaint regarding their refund or exchange 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 his account on 7/17/22 while we investigated this activity.
  
  After review, our team had found that ************** was in breach of our Terms and Conditions in regards to Depositing Funds: All money that is deposited into a users account must originate from a payment source of which they are the legal owner.
  
  Our team reached out to ************* on the evening of 7/17/22. After full verification, **************** account was reactivated on 7/19/22 and he was informed of the reason for review.
  
  My ***** has since been able to enter his account.
  
  FanDuel considers this matter resolved.
  

• Initial Complaint

  Date:07/18/2022

  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.

  Fan duel engages in practices similar to organized criminal entities. I have an account that has always been in good standing and I chose to temporarily close it because security had been compromised. When I called to reopen they refused citing my account is linked to another that is in bad standing. Firstly, Fan duel does not offer "linked accounts"; my account was opened independent of any and everyone so how it could be linked. Similar to organized criminals, fan duel is using me to try to collect on a debt that I had nothing to do with They are using intimidation tactics which has to be illegal. I seek full reinstatement of my account or I plan to file a class action suit on the grounds of intimidation and discrimination.

  Business Response

  Date: 07/28/2022

  To Whom This May ****************** write in response to ******* ***** recent consumer complaint regarding Billing or Collection Issues (ID # *********.
  
  The patron reached out to TVG Support on 6/14/2022 to say their account was compromised and they needed it to be closed immediately. To which a member of the Support team told them their account was disabled for review.
  
  The user reached out again on 6/18/2022 requesting to change their account information. It was at this point that the user was advised that their account was disabled at this time as their sons account who was linked to his needed to reach out due to their account standing. The accounts are linked by address and the sons account was not in good standing.
  
  On 7/15/2022 the user reached out again to which they were again advised the same thing. Until their son reaches out to bring their account into good standing, their account would be disabled since they are linked. This is a security measure to maintain the possibility of circumvention.
  
  We apologize for any inconvenience. However, at this time, the user has been advised multiple times on what needs to be done moving forward, their TVG account will remain closed until the issue with the linked account is corrected by the son needing to bring their account into good standing with TVG, and we consider the matter resolved.
  
  

• Initial Complaint

  Date:07/13/2022

  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 am trying to talk to someone from fanduel to see who is placing fraudulent charges on my debit card. It is not me and they refuse to respond!

  Business Response

  Date: 07/20/2022

  To Whom It May ******** We write in response to **************** recent consumer complaint regarding unwarranted transactions issues (ID #*********. After reviewing ********* contact with our **************** team, I can see *** *** reached out on 7/13 about having unwarranted transactions made on their debit card on our website. *** *** advised our team that they did not have a FanDuel account. Our **************** team escalated this to our Accounts team to review. An Accounts team member emailed *** *** on 7/14. This email went unanswered. The email read as follows...

  "We certainly understand any frustrations you may have experienced regarding the unauthorized charge(s) to your card and would be happy to assist with locating these payments in question. If you would be able to reply back to this email confirming as much of the following information as possible, it would be greatly appreciated and allow us to locate the charge(s) in question:
  
  - Last four digits of the card used
  - Date and amount of charge(s)
  - Cardholder's name
  - Image of the charges on your banking statement
  
  Please reply directly to this email with this information. Once we have received the above, we will begin to research our systems for these charges and will follow up with you as soon as possible."

   

  Since the first email went unanswered, I re-sent *** *** this very same email so our Accounts team can assist them get this resolved. *** *** will have to respond to this email that was sent to ********************. We thank ********* for their pertinence with this and hope to have this resolve as soon as possible. Thank you. 

• Initial Complaint

  Date:07/12/2022

  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.

  I signed up for Fanduel because they had a guaranteed that any losses within 24 hours would get credited back to me up to $1000. During that 24 hour period on 9 July 2022 I received an email that my account had been suspended due to inconsistent activity. It told me to contact their support team for more information. There is no way to call them and get a live person on the line. I spoke with the most unhelpful person who stated that I would have to wait for the account team to contact me via email. I waited 24 hours with no update. I reached out again today and was told that there is no time line for when I will get an update. He couldn't even tell me what constitutes inconsistent activity. I had approximately 300 dollars in my account. Chances are they would have had to give me some kind of bonus because my losses outweighed my gains. As soon as I started winning my account was suspended. The fact that no one in the chat is actually useful or cares about the experience of a customer is insane!

  Business Response

  Date: 07/21/2022

  To Whom This May ****************** write in response to ************************* recent consumer complaint regarding **************** Issues (ID # *********.
  
  On 7/10/22 the user reached out to Support as their account had just recently been suspended. As is the standard procedure, the user was advised that a member of our Accounts team would be reviewing the issue and following up with the user regarding the details and next steps. As Support is not equipped to review these issues, they must be handled by our Accounts team.
  
  Two days later, a member of our Accounts team, gladly followed up with the user and requested certain verification documentation from the user due to the flagged activity on the account. The user provided the requested documents and after reviewing them, our Accounts team cleared the user and reactivated the account on 7/13/22. As a reminder, users are only allowed to have one account which encompasses, Fantasy, Sportsbook, Casino, and Faceoff. The users previously created Fantasy account triggered the suspension and led to the review.
  
  We apologize for any inconvenience and appreciate the users patience during this review process. However, at this time, the users account has been reinstated for their immediate use to withdraw or continue playing, and we consider the matter resolved.
  

• Initial Complaint

  Date:07/12/2022

  Type:Order 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.

  Hi Im contacting you guys because I was betting on fanduel and I won $875.28 from a 14 leg parlay once I won fanduel suspended my account because suspicious activity I reached out to support about it and no one is trying to help me about my account or the money I won its almost been 4-5 weeks and no body from support is willing to help so can you guys please mail my check

  Business Response

  Date: 07/20/2022

  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 permanently suspended by our Accounts team for violating our sites terms and conditions on 6/21. It appears **************** shared a bank account with her boyfriend who was under the age of 21. This bank account was used to deposit on our website and the funds were used to make ******. The the legal age to ****** in ** is 21 due to state regulations. This goes against our terms and conditions relating to card sharing and underage play. Due to these reasons, the remaining balance of $857.80 will be unable to be refunded back to **************** due to violating these terms and conditions. At this time we believe the issue regarding ******************** account is fully resolved. Thank you. 

  Customer Answer

  Date: 07/21/2022

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