Complaints

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

close

Find a Location

FanDuel Inc. has 6 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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

• 

  TVG Network

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

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:01/31/2025

  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 After A Win Ive Provided Documents They Asked For *** Ive Heard Nothing Since This Is Not Fair And Should Be Unlawful Every Time I Contacts Support Say Account Team Will Reach Out Via Email And Stop Writing Emails Because It Will Not Help Or Make Situation Go Faster.

  Business Response

  Date: 02/04/2025

  To Whom This May Concern,
  
  We write in response to *** ******* recent consumer complaint regarding Refund Or Exchange Issues ID #********.
  
  FanDuel monitors all accounts for inconsistent activity and as a result, on 01/29/2025, FanDuel has temporarily restricted *** ******* account due to some inconsistencies flagged by our system.
  
  After review, FanDuel requested payment clarification from *** ****** due to concerns he may have been using a payment method that was inconsistent to his account information, which is a violation of our terms and conditions.
  
  As a result, our Accounts team has been working with *** ****** since 02/01/2025 in attempt to get his account reactivated again. 
  
  As all further instructions have been relayed to *** ******* in regard to the information he needs to provide, FanDuel considers this matter resolved.

• Initial Complaint

  Date:01/31/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was hacked and not only have I not been refunded the 978 dollars but fanduel has drug their feet to response and made it so I cant even reach back out on live chat support. I have two step verification on yet fanduel allowed someone to log into my account a dozen or more times. All I want is for this to be made right. I received a email from fanduel about the breach but theyve yet to do anything to reimburse or get me back into my account.

  Business Response

  Date: 02/04/2025

  To Whom It May Concern,
  We write in response to *********************** recent consumer complaint regarding Service Issues (ID #*********.
  
  *** ****** reached out to FanDuel Customer Support on 1/31/25 to notify our team of possible unauthorized activity on his account due to him losing his phone. He believed his FanDuel account to be compromised, so FanDuel Customer Support suspended the account, for further review and to mitigate any further actions on the account. The case was then escalated to the Accounts Security Team for further review.
  
  Later that same day, a member of the Accounts Team reached out to *** ******* requesting verification documents and initiating a review of the reported unauthorized activity.
  
  Following a thorough review of his transaction history, deposit records, device logins, and linked geolocations, our investigation concluded that no unauthorized access had occurred. The findings indicate that the activity in question was authorized either by *** ****** himself, a relative or friend, or someone who had legitimate access to his device.
  
  As a result, *** ****** was informed that FanDuel would not be able to issue a refund or provide compensation, as no evidence of unauthorized account activity was found in alignment with his original claim.
  
  Furthermore, our records confirm that Multi-Factor Authentication (MFA) has been enabled on *** ******* FanDuel account since September 7, 2023, at 10:07 AM ET. Given that *** requires a secondary verification code for login, all account activity following this date was necessarily authorized by the account holder.
  
  The Accounts Security Team communicated these findings to *** ******* and his account was subsequently reactivated. We recommend that he update his password and continue using MFA to further safeguard his account against unauthorized access.
  
  Please keep in mind that further violations of false claims, extortion or repeated violations of our terms, will result in the temporary or permanent account closure of his FanDuel account.
  
  ******************** considers this matter resolved.

• Initial Complaint

  Date:01/30/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been trying to deposit money on FanDuel using the same method I was using for a while, which is by linking your online banking with the app. It worked for me for a long time then here recently within the last week, every time I tried to deposit with that it said unsuccessful . In the past, nothing would happen, I would just use my debit card thats linked to that same account and deposit funds and nothing would happen. Just yesterday, the same exact thing happened so I just used my debit card thats liked to that SAME account and deposited funds. Its a secondary bank account that I use for miscellaneous things including gambling. So today, I go check my account on ********************, I had $33 in there this morning when I wake up. So then I go back this afternoon and they took $30 from my account and then asking me to deposit another $30 to make my account back active?!! Talking about the funds wasnt in my account when I tried to deposit?? I have screenshots showing my account balance when I made the deposits and showing my account balance until this very time and its still money in the account?!! So how wasnt any money in there??! They gone take $30 from me and then still asked me to deposit another $30?! Without me giving my side of the story or anything?! Ive sent proof to them and they have yet to respond!!! Ive attached proof of my bank account and Ive attached proof to where they took money after I won.

  Business Response

  Date: 02/03/2025

  To Whom It May Concern,
  
  We write in response to ********************* recent consumer complaint regarding Repair Issues (ID #*********.
  
  Upon reviewing *** ********* account, it appears he has an owed amount of $30, due to chargebacks accrued. The transactions were made via Truist Checking account ending in 0648 and are listed below:
  $10 deposit made on 2025-01-18 @ 3:09:38 p.m.
  $5 deposit made on 2025-01-18 @ 9:29:15 p.m.
  $15 deposit made on 2025-01-19 @ 2:42:36 p.m.
  
  His account has been restricted, and he will be required to make a deposit to clear the owed funds debt which can be repaid by making a deposit to your FanDuel account via Debit Card, Apple Pay, Venmo or ******* (Please Note: Any already existing cash funds currently within your account will not be eligible to resolve the debt owed).
  
  This was already communicated to *** ******** on 1/30/25 by a member of our Payments Team. He has already been advised that he will need to work with his bank regarding these transactions, if he wants to dispute or does not want to pay the above owed funds.

  FanDuel considers this matter resolved. 

  Customer Answer

  Date: 02/04/2025

  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 provided AMPLE proof that my account had the proper funds in it at the time I attempted to deposit funds! The issue with the deposit was on FanDuels end and not mine. They refused to adhere to the proof that I have sent here and sent to them through email.  I want BBB to make a decision based off of the facts and not just what FanDuel says! 

   

   

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

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

  Business Response

  Date: 02/05/2025

  To Whom It May Concern,
  
  We write in response to ********************* recent consumer complaint regarding Repair Issues (ID #*********.
  

  *** ******** will need to pay off the owed amount of $30. Without his payment, his account will remain restricted. As already stated, if he is interested in his account being reactivated, he will be required to make a deposit to clear the debt he currently has on his account which can be repaid by making a deposit via Debit Card, Apple Pay, Venmo or PayPal.

  Our stance on the matter remains the same and is final. FanDuel considers this matter resolved.

• Initial Complaint

  Date:01/30/2025

  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.

  Ordered the service on Dec 19th to watch a game. I wanted to cancel the service which was very difficult to do. I finally canceled the service thru my phone which was linked to the account. I was charged on Jan 29th 2005 by Fanduel and I canceled the service.

  Business Response

  Date: 02/03/2025

  To Whom It May Concern,
  
  We write in response to ***************** recent consumer complaint regarding ******** Services Issues (ID #*********.
  
  It appears that *** ****** is inquiring about his FanDuel TV subscription, which is a separate entity. We recommend that he contact FanDuel TV for any questions or concerns regarding his account billing. We would suggest *** ****** take a picture of his charges and consult with FanDuel Sports Network directly regarding his original inquiry.
  
  You can find the ******** Support information for ******************** Sports Network at ********************************************************************************************.
  
  FanDuel SportsBook/Casino/Fantasy/Racing does not charge any fees or subscriptions to use our services, and we do not manage FanDuel Sports Network Subscriptions as much as we wish we could assist.
  
  FanDuel considers this matter resolved.

• Initial Complaint

  Date:01/30/2025

  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 the 24th of January I was trying to withdraw my winnings of ****** USD. The withdrawal process was taking way longer than usual, so I canceled the withdrawal. I tried to withdraw again but in a smaller amounts and my withdrawal was ready. 3 hours later my account was suspended. Im aware fanduel has a process to make sure things are safe but what is odd to me is the line of questioning regarding my winnings. They asked me to clarify why I would withdraw my money in the way I would, which for the life of me I couldnt understand. I was simply trying to withdraw my money that has been stuck on the app for days. Who wouldnt? After receiving an email that some of my funds were ready I went to pick my funds like I always do if anyone at fanduel checks my account history and was embarrassed at their cash-counter to only be told my account was suspended and I couldnt get my ******** add insult to injury, after sending the requesting documents/information I have yet to receive an email or any type of correspondence. Ive been suspended for several days which to me is more like penalizing me then actually reviewing my account which shouldnt take that long I did not win that much. For the last two months Ive been having issues with fanduel and its beyond unacceptable, on top of their app not working which Ill provide screenshots for and them not fixing the issue or selectively choosing who to give bonus bets to for the inconvenience. Its insane.Ive been a loyal customer for years, support the app, I dont complain and I dont ask for much. Its never an issue when Im depositing money and losing bets, however when Im winning its an entire issue which I dont understand

  Business Response

  Date: 02/04/2025

  To Whom This May Concern,
  
  We write in response to *** ***** recent consumer complaint regarding Service Issues ID #********.
  
  FanDuel monitors all accounts for inconsistent activity and as a result, on 01/27/2025, FanDuel has temporarily restricted *** ***** account due to some inconsistencies flagged by our system.
  
  After review, FanDuel requested payment clarification from *** **** due to concerns he may have been using a payment method that was inconsistent to his account information, which is a violation of our terms and conditions.
  
  As a result, our Accounts team has been working with *** **** since 02/03/2025 in attempt to get his account reactivated again. 
  
  As all further instructions have been relayed to *** ***** in regard to the information he needs to provide, FanDuel considers this matter resolved.

• Initial Complaint

  Date:01/30/2025

  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.

  1/29/2025 Used the application to place a bet and they would not update or allow me to cash out on time they wait and wait until the last min then never give a person a chance to cash out once they know they have enough checks to at least make some money. They purposely hold it.

  Business Response

  Date: 01/31/2025

  To Whom It May Concern,
  
  We write in response to ******* *****s recent consumer complaint regarding Repair Issues (ID # *********.
  
  It seems that *** ***** has not contacted FanDuel to report any issues since June 3rd, 2023. However, per the BBB complaint filed, *** ***** is unhappy with our Cash Out feature. 

  Cash out is not available on every kind of bet and may not be available at certain parts of the game. Examples include pitching changes, injuries, or in between some plays. Cash outs can be temporarily suspended when this happens. You also cannot cash out ****** used with a Bonus Bet.

  Per FanDuel Terms & Conditions Part A - Section 10 - Live Betting & Cash Out it states:
  
  10.3 : In addition to the rest of these terms relating to Live Betting (which apply equally to our Cash Out functionality), the rules relating to the Cash Out feature are further described here. Please note in particular that for a variety of reasons (including for example technical issues, human error, suspicions of fraud or other improprieties and/or other issues outside of our control), FanDuel Sportsbook cannot guarantee the availability at all times of the Cash Out functionality, even where the functionality has been advertised in connection with a particular event. Please be aware and accept, therefore, that unless Cash Out is available and successfully exercised in connection with a particular Bet, your initial Bet will, unless otherwise provided in accordance with these Terms, stand as originally placed.
  
  These terms can be reviewed here: ****************************************************************************
  
  Our House Rules state the following regarding Cash Out, Part B - General Rules Section 19- Cash Out
  Cash Out is a feature which is offered on various singles and multiples FanDuel Sportsbook bets. Cash Out allows you to amend your original bet and lock in a profit or a loss by settling your bet (or a portion of your bet) early, without having to wait for the event to finish.
  
  If you make a Cash Out request, you will be notified whether or not your request has been successful. Your request to Cash Out is not guaranteed to be accepted and may be unsuccessful if, for example, the market suspends or the odds move before your request has been processed.
  
  If your Cash Out request is successful, a success message will be shown, and your bet (or the relevant portion of your bet) will be settled immediately, and any winnings returned to your account equal to the amount shown on the Cash Out button. Note that this includes the original stake (or portion of your stake) and the total amount returned to your account will be the amount shown on the Cash Out button. For a full Cash Out, the bet is settled and any subsequent events will have no impact on the amount returned to your account.
  
  For a partial Cash Out, part of your bet is settled and any subsequent events will only impact on the portion of your bet which you have not Cashed Out.
  
  If your Cash Out request is unsuccessful, a message will be shown which gives the reason why and a new Cash Out offer may be offered to you.
  
  Cash Out requests made in-play may take longer to process because of the in-play bet delay.
  
  Cash Out is not currently available on all FanDuel Sportsbook markets - a Cash Out icon will be displayed for the markets that support Cash Out. See the Help page for more details on when Cash Out may not be available.
  
  FanDuel Sportsbook will not be liable for any losses that may arise from the cash out feature being unavailable for any reason.
  
  Using Cash Out may mean you will opt out of and no longer be eligible for a particular promotion. See the terms and conditions of the promotion for further details.
  
  FanDuel Sportsbook reserves the right to reverse the settlement of a Cash Out if the bet or a market is settled in error (for example, a human or technical error).
  
  If FanDuel Sportsbook resettles a bet, this may lead to amendments being made to a customer's balance to reflect changes in bet settlement. If an incorrect Cash Out offer is presented to a customer and then accepted due to a technical fault, FanDuel Sportsbook reserves the right to resettle the bet using the correct Cash Out offer.
  
  FanDuel Sportsbook reserves the right to suspend or disable the Cash Out feature at any time.
  
  You can view our House Rules here: ***************************************************************************************************
  
  *** ***** was prompted to accept our latest updated version of Terms & Conditions which he did on *****- 2024 at exactly 4:44 p.m. Therefore, we can reasonably assume that he read, understood and accepted these Terms.
  
  We have reached out to *** ***** via email to inform him of how our cash out feature works, FanDuel would consider this matter resolved.

• Initial Complaint

  Date:01/30/2025

  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.

  Im really confused on everything with fanduel at the moment. Since this year has started Ive received from my bank a recurring $40 fee 4 times that has been tried to taken out of my bank account from **********************. When I talked to the live agent about it I was told it would be looked at because it shouldnt be happening, Monday my account was then suspended. Tuesday I was sent an email asking for my ID picture front and back and a picture of myself because I was suspected of not being myself, I sent those things in. However I was immediately told that my ID and picture were unsuccessful of being used which is ridiculous because I am myself. I was then sent an email on this Wednesday night saying I have a collection debt placed on me from fanduel for $80, when I just asked what was there an attempt charge of a recurring $40 fee from fanduel four times each week was for and wasnt able to get an answer? Their customer support wont respond to me with a live agent or anything and I had winnings on the account that I wanted to withdraw. I need help with this, I need to be told what is going on and shown what this is from or for because it went from being something investigated because I was told by fanduel I shouldnt of been charged a fee especially not 4 times to now 2 days later receiving a collection from fanduel of $80 to be placed on me from fanduel and told I cannot speak to an agent because Im suspected of fraudulent activity.

  Business Response

  Date: 02/08/2025

  To Whom It May Concern,
   
  We write in response to ***** ********* recent consumer complaint regarding Refund or Exchange Issues (ID # *********.
  
  1/27 *** ******** contacted FanDuel customer support via chat regarding a $40 fee that had been charged to her bank account several times. As these were retry payments the agent assisting *** ******** could not locate the $40 charges on her FanDuel account and mistakenly took this as someone else attempting to access and use her FanDuel account.
  
  *** ********* account was then suspended out of an abundance of caution to ensure that all activity on the account was not being attempted by an unauthorized party. Here at FanDuel, we take the security of our customers accounts seriously.
   
  1/27 at 2:06pm, *** ******** contacted FanDuels customer support team again regarding the suspension and was escalated to the Accounts Security Team for further assistance. Due to the nature of the suspension, *** ******** was required to supply a series of verification documents to verify both her identity and previous activity.
  
  1/28 *** ******** provided the requested verification documents.
  
  1/31- After reviewing the documents provided and previous activity, our accounts security team followed up with *** ******** via email to inquire about her recent account activity. We found *** ******** to be sharing her device and pay method with another FanDuel user. This is a direct violation of our Terms & Conditions.
  
  2/3 - *** ******** replied and confirmed she was logging into her account with a device that belonged to someone in her household and as well as using her own device.
  
  2/4 Our account security team emailed *** ******** to advise that per our terms, users can not co-own/share an account or share payment methods to fund an account. This includes family members, partners, and spouses. Payment methods used to fund an account need to be in the account holders name and cannot be used on another FanDuel account.
   
  Additionally, FanDuel customers cannot share a device to place ****** or have someone else place ****** for them. Each device can only be linked to one FanDuel Account.
  
  We also addressed the $40 fee that *** ******** was inquiring about. Return/Retry fees and Retry Payments are charged by our ACH Processor (Trustly). These would be associated with a previous deposit where the user did not have the funds available when the processor attempted to collect (1-3 business days)
  
  This is in accordance with our Terms of Use which say the following:
  
  If a payment returned unpaid, I authorize FanDuel or its service provider(s) to collect the payment and my State's return item fee as set forth below and, if applicable, costs, by debiting my bank account via ***(s) or draft(s), and, failing that, to contact me using the information I have provided to FanDuel or its service provider(s), directly or indirectly, and collect via another payment method.
  
  To further explain, our ACH processor, Trustly, provides the amount of money that is paid in advance, so the user can play immediately, and the funds are processed in the next three to five business days. If Our ACH processor is unable to get the proper amount from the users bank account, it will retry payment. If the funds are not available at that time, a retry payment will be charged. This payment does not come from FanDuel, as it is charged from our ACH processor. Our ACH Processor will attempt to reach out to Users to reconcile before issuing a Return Fee or Retry Payment.
  
  *** ******** replied and asked for the funds on her account to which our team provided a refund for her remaining balance and notified her that her FanDuel account had been reactivated.
  
  *** ******** was charged a retry payment due to a deposit made onto her FanDuel account when she did not have sufficient funds in her bank account. She has been provided a full refund for her remaining balance and her FanDuel account has been reactivated. FanDuel would consider this matter resolved.
  
  

• Initial Complaint

  Date:01/30/2025

  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.

  New user promotion, and didnt receive my bonus bet funds as the promotion says . FALSE ADVERTISEMENT

  Business Response

  Date: 01/31/2025

  To Whom It May Concern,
  
  We write in response to ***** ****** recent consumer complaint regarding Guarantee or Warranty Issues (ID # *********.
  
  1/29 - *** ***** contacted FanDuel customer support regarding our New User promotion, Bet $5, Get $200 in Bonus Bets if Your Bet Wins! *** ***** was upset that the promotional bonus had not been applied to her account.
  
  Our customer support agent informed *** ***** she was ineligible for the bonus as she did not meet the promotion requirements. Per the promotion Terms, your first wager must win in order to qualify for the new user bonus for this specific promotion.
  
  1/30 Once we received *** ****** BBB complaint, a senior member of our accounts team reached out to *** ***** via email to address her concerns at 10:19pm.
  
  We apologized to *** ***** for any inconvenience experienced and explained in detail why she did not qualify for the bonus bets in this promotion.
  
  Aside from the actual title of the promotion stating, If you Win, the How to Participate Section of this promotion states the following:
  
  How to Participate:
  Sign up for FanDuel Sportsbook and make a deposit of at least $5 (for a seamless experience, try using a debit card)
  Place your first cash wager of any type of at least $5
  Get your $200 in Sportsbook Bonus Bets only if your wager wins (within 72 hours of winning bet settlement )
  If your first cash wager loses, you will not be eligible for the $200 in Sportsbook Bonus Bets
  Bonus funds and profit boost tokens are ineligible for this promotion
  Cashed out ****** are ineligible for this promotion
  Limit of one promotional bonus per person
  Max bonus $200 in bonus bets
  
  Bonus Bets:
  Awarded bonus bets do not need to be used in one lump sum
  You can update the amount of bonus bets you want to wager in your betslip. The remaining bonus bet balance will still be available in your account
  More information on bonus bets found here
  
  The Terms & Conditions of the promotion, Section 5  Claiming Promotion Offer
  
  Upon satisfying the Promotion Requirements, if your wager wins and settles during the Promotion Period, you will receive Sportsbook Bonus Bets equal to Two Hundred Dollars ($200) (the Promotion Bonus). In the event that your eligible wager (satisfying the Wager Requirement) loses or does not settle during the Promotional Period, you will not receive any Promotion Bonus in respect of such wager.
  
  *** ***** was provided with screenshots and links to the promotion page that shows losing ****** are ineligible for a bonus. ***********************************************************************
  
  That said, we truly do care about our customers and their experience on our platform. Considering *** ***** is a new FanDuel customer and unaware of how the promotion worked, we applied $100 in sports book bonus bets to her FanDuel account as a courtesy.
  
  As we have not heard back from *** ****** we can reasonably assume she is satisfied with our outreach.
  
  Weve confirmed that *** ***** did not meet the promotion requirements and was not entitled to $200 in bonus bets. As a courtesy we extended an offer of $100 in sports book bonus bets, FanDuel would consider this matter resolved.

• Initial Complaint

  Date:01/30/2025

  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.

  So fanduel sportsbook in ** had a major outage in ** during the nfc championship game on sunday and i had 3 bets i was in the process of cashing out for over $100 when i was kicked off and couldnt log back in and was only given a $10 bonus bet for being impacted that is 100% not enough considering i was trying to cash out my bets totaling over $100 when i was kicked off and couldnt access my account for over 4 hours after that

  Business Response

  Date: 02/03/2025

  To Whom It May Concern,
  
  We write in response to *** ******* ******** recent consumer complaint regarding Billing or Collection Issues (ID #*********.
  
  We sincerely apologize for the inconvenience caused by the recent technical outage in ********** that happened on 1/26/25. As a gesture of goodwill, FanDuel credited *** ******** account with Bonus Bets due to the inconvenience. The $10 in Bonus Bets stemming from the New Jersey technical outage was applied to his account 01/27 in the form of SBK Bonus Bets.
  
  Although we can certainly understand *** ******** request for more compensation due to the inability to cashout during the outage, in order to take advantage of cashout, you must make a Cash Out request, and will be notified whether your request has been successful. A cashout must be requested and confirmed before you will be credited. We cannot apply cashouts on our own manually, especially for ****** that have already been settled.
  
  Please note, that based on our review will not be receiving any compensation in reference to the technical issues youve experienced on our platform, as well as with the cashout feature.
  
  FanDuel considers this matter resolved.

• Initial Complaint

  Date:01/29/2025

  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.

  Hi I have been waiting from FanDuel support for over 72 hours when they mentioned to me that this would be resolved in 24hours. I notified FanDuel to see maybe if there was fraud but later on I realized that fraud was not made by it and it was me that made different deposits.They suspended my account immediately and I had money in there I need to withdraw ASAP. $3543 worth of my money that I need to withdraw and they sent me an email to verify with photos and IDs. I did that 72 hours ago. sent another one yesterday too and still no response.Have not heard back from ANYONE at Fanduel and I am getting seriously worried. I need that money back ASAP in the account and they don't even answer me on when I will get it back. I've emailed them multiple times too.I need this fixed ASAP

  Business Response

  Date: 02/04/2025

  To Whom This May Concern,
   
  We write in response to ****** ****** recent consumer complaint regarding Refund or Exchange Issues (ID # *********.
  
  On 1/27, *** ***** reached out to Support claiming deposits were made to FanDuel from his debit account that he did not make. Following this claim, the account was suspended and raised for review.
  
  As part of the review process, the user was asked to provide specific documentation. During the period of the review process, the user reached out several times. The user eventually stated that he realized those transactions were made by him. In doing so, and in concluding the review, the Accounts team reassured the activity was done by the user and the account was reactivated on 1/30.
  
  We apologize for any inconvenience. However, at this time, the account has been reviewed, the user has been notified of reactivation, they have resumed their play, and we consider the matter resolved.