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

• 

  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

• 

  Fanduel Sportsbook at The Greenbrier

  101 Main St W White Sulphur Springs, WV 24986-5063

• 

  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:01/29/2025

  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.

  On Jan. ******* I was not able to withdraw my accumulated sports wager winnings. Despite multiple attempts to access my funds I encountered issues with the platform which remains inaccessible. I contacted Fan Duel's Customer Support to resolve this matter but I have not received any timeline for when the issue will be resolved. This lack of transparency and access to my account raises significant concerns about the security of my funds. As a licensed and regulated operator, FanDuel has a responsibility to provide consistent and fair access to customer account and winnings. This situation has caused unnecessary frustration and I am seeking immediate action to 1) Restore full access to my account 2) Allow me to withdraw my winnings without further delay 3) Provide an explanation for the account inaccessibility and 4) Assurance that similar issues will not occur in the future. I trust that Fan Duel will take this matter seriously and address it promptly.

  Business Response

  Date: 01/30/2025

  To Whom It May Concern,
  
  We write in response to **** ********** recent consumer complaint regarding ******** Services Issues (ID #*********.
  
  On 01/26, FanDuel experienced a site wide outage in ** that occurred between approximately 3:30 and 8:30 pm. This affected all users in ** including **** **************************** issue was resolved at approximately 8:30 pm on 1/26. **** ********* has since been able to access her account and withdraw her funds. 
  
  FanDuel would consider this matter resolved. 

• Initial Complaint

  Date:01/28/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a subscription to NumberFire, who was acquired by FanDuel. On the ********** website the only contact listed for support is: *********************** This email added goes to the FanDuel Support Team. I have made 6 separate requests to cancel my membership. There is no ability to cancel Online and you must email them. Each single time FanDuel support has emailed back saying I must reach out to NumberFire. The only email listed automatically goes to FanDuel support. I would like to cancel membership and asking BBB to help. I am not getting anywhere with that support team and membership is still billing. Please help Me cancel it. Thanks

  Business Response

  Date: 02/10/2025

  To Whom It May Concern,
  
  We write in response to *** ******** recent consumer complaint regarding Advertising Issues (ID # *********.
  
  *** ******* had a NumberFire account that he wished to close. ********** had recently been acquired by FanDuel and when *** ******* reached out to NumberFire to close his account, he was directed to FanDuels Support Team. Due to some miscommunication, *** ******* was reverted back to NumberFires Support Team, which in turn brought him back to FanDuel again. We sincerely apologize for the confusion and frustration caused by this.
  
  On 1/26/25, a member of our Accounts Team reached out to *** ******* to explain that his request has been received, however, it was explained that the only account we have tied to his name is through the email he contacted our support team from, ***************************. That account was last active/billed over 5 years ago, on 9/8/2019.
  
  *** ******* would follow up explaining that when he logs into Nunberfire, he uses his FanDuel credentials, so its under the FanDuel ************************ Essentially, he would click log in and then use the FanDuel account to access the site. He noticed the move and requested that this be cancelled and the reoccurring charges be cancelled as well.
  
  On 1/29/25, after connecting with the appropriate teams, *** ******* was informed that his request had been fulfilled.
  
  As his request has been fulfilled, FanDuel considers this matter resolved.

• Initial Complaint

  Date:01/28/2025

  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.

  My sportsbook account was suspended by Fanduel on 1/15. Fanduel asked me to send documents to verify, which I sent on the next day. A few days later Fanduel asked me some other question which I replied to. Another several days passed and Fanduel asked me to send my selfie AGAIN via email. There is a lot private information I shared with Fanduel but up until now I still receive no resolution from their team! I have almost $50,000 in the account and ******************** basically stole them!

  Business Response

  Date: 02/01/2025

  To Whom It May Concern,
  
  We write in response to ****** **** recent consumer complaint regarding Refund or Exchange Issues (ID # *********.
  
  On January 15th, *** **** FanDuel account was suspended for security concerns regarding inconsistent activity.
  
  *** **** account was 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.
  
  All actions taken on *** **** account were done in accordance with our Terms & Conditions.
  
  January 16th, *** *** contacted FanDuels **************** team 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.
  
  *** *** provided the requested verification documents on January 17th.
  
  January 22nd, after a thorough review of the information submitted by *** **** our accounts team followed up via email to ask additional questions regarding her account activity.
  
  *** *** responded on January 23rd to which we had some additional follow up questions on January 24th. We asked that *** *** confirm the transactions on the account were being made with a payment method that is in her name and not by a third party. *** *** promptly replied.
  
  Between January 25th and January 28th, several emails were exchanged between the accounts security team and *** **** where they requested additional verification documents and questioned her recent account activity.

  January 29th, the accounts security team completed their review, immediately reactivated *** **** FanDuel account, and notified her via email.

  *** **** FanDuel account was reactivated, she regained access to her funds, and has continued to wager on our platform. FanDuel would consider this matter resolved.

• Initial Complaint

  Date:01/28/2025

  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.

  I was ripped off of a big casino win by fanduel. I had just hit huge when the game froze on me. They waited 5 days to contact me and gave me 9.60. I knew this was going to happen I hit big on their game and they screwed me on it.

  Business Response

  Date: 02/11/2025

  To Whom It May Concern,
  
  We write in response to *** ***** recent consumer complaint regarding Refund Or Exchange Issues (ID # *********.
  
  On 1/24/25, *** **** contacted our Customer Support team in regard to a Casino round of his that had froze on him. Upon his second contact regarding the matter, the issue was raised to our Casino Team, where this was reviewed confirmed that there was a round that was stuck in a pending session. Due to this pending session, this was required to be raised to our Third Party Provider in order to resolve the matter.
  
  As per our Third Party Provider, the stuck round was fixed and they confirmed that there were winnings of $9.60 that needed to be added. As such, our team added this to *** ***** account to reflect the win from that round.
  
  These winnings were provided to his account in accordance with our terms and conditions:
  
  Disconnection, Misuse and Malfunction

  
                              1.We, our affiliates, agents and licensors accept no responsibility and will not be liable for any loss resulting from delays or interruptions to play due to failure,                                      breakdown, malfunction, interruption of or disconnection from the games server or any other causes over which we or they have no control.
  

                              2. Misuse or system malfunction voids all bets, plays and pays.
  

                              3.The following provisions apply if you suffer a disconnection from the network game server during game play.
  

                                          1.             If a player becomes disconnected while involved in a game where no player input is required to complete the game, the game shall?produce the                                                          final outcome as determined by the *** software and the game outcome will be reflected in the game history available to the customer.?
  

  As the outcome of the round was provided to *** **** correctly, FanDuel considers this matter resolved.

• Initial Complaint

  Date:01/28/2025

  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.

  I deposited money from my checking account into ******************** and was betting with it . I asked for a refund and finally got it after 8 days then after a few more bets and withdrawals they suspended my account. I cannot speak with a live representative nor are they responding to my emails. I want my money returned. They contend they are not accusing me of something but say certain actions must be looked at. Also they required Drivers license, Debit card , picture of me with the current date all with no action on there part.

  Business Response

  Date: 01/30/2025

  To Whom It May Concern,
  
  We write in response to *** ******** recent consumer complaint regarding Refund Or Exchange Issues (ID #*********.
  
  On 01/26, *** ******** FanDuel account was suspended as we identified activity that required further review. *** ******* reached out to our customer support regarding the suspension on 1/26 and this was escalated to our accounts team for review. 
  
  As part of our standard review process we did request documents from *** ******* we needed to investigate the concerning activity. 
  
  On 1/30, we did request additional information from *** ******* which has not been provided yet. Once provided we can resume the review of his account. 
  
  We hope to receive this soon so we may complete the review. 

  Customer Answer

  Date: 01/31/2025

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

  Customer Answer

  Date: 02/11/2025

  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. Dear sirs, you filed a complaint on my behalf # ID ******** with the business FanDuel. They have returned my money to my satisfaction. Thankyou for your time and quality response in this concerning event for me. Sincerely *********** *******
  
  
  
  Sincerely,
  
  
  
  ***** *******
   
  
  
  
  
  
   
  
  
  

• Initial Complaint

  Date:01/28/2025

  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.

  My account was suspended by Fanduel on 1/17/2025. There was about $30,000 in the account when it was suspended. Fanduel asked me to upload IDs, selfies, bank statement etc which I provided all. The support then accused me sharing device with my wife which I clarified in the email as well. Then the support started to make unreasonable request like providing an email that is associated with my real name. What kind of request is that?? Is there a requirement for using your real name to create the email? The email I used to communicate with Fanduel is the email I used to registere my Fanduel account. Why is there such a reasonably request from the support team??

  Business Response

  Date: 01/30/2025

  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 1/15/2025, FanDuel had temporarily restricted *** **** account due to some inconsistencies flagged by our system.
  
  After review, FanDuel requested clarification from *** *** on the inconsistency. He provided all required information and was provided a warning regarding device sharing. His account was then reactivated on 1/29/25.
  
  As all information has been relayed to *** *** we consider this matter resolved.

• Initial Complaint

  Date:01/28/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They allowed someone besides myself to open a account using my personal information when I contacted them I was informed that it's nothing they could do if I don't know the email associated with the account. They are promoting fraudulent activity

  Business Response

  Date: 01/30/2025

  To Whom It May Concern,
  
  We are writing in response to ******* ******* recent consumer complaint regarding Advertising Issues (ID #*********.
  
  When new consumers sign up on our platform, we do not have the ability to verify their identity beyond the information provided during registration. The sign-up process requires a name, Social Security number, and address.  
  
  We understand that *** ******* has reached out regarding concerns that her son may have created an account using her credentials. As this is a personal matter, we can only advise that she discuss it directly with her son. Regarding the consumer's account, we can assist with an email change once they reach out to customer support.
  
  ******************** considers this matter closed.

  Customer Answer

  Date: 01/31/2025

  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]

   

   

   

   

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

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

• Initial Complaint

  Date:01/27/2025

  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.

  I made a transaction of $128 on 1/27/2025 for a bet but I changed my mind on this and wanted to refund but I couldn't so I cashed out and I withdrew what I had in this account. My process times are usually 30minutes for my withdrawal to be approved but this time I waited three hours. After waiting three hours I contacted support and gotten very rude responses. After contacting support I did a survey on the agent stating how rude he was After the survey was finished and submitted I immediately received an email about an account suspension and that all withdrawals would be on hold. I was prompted in the email to contact support, support then rerouted me and told me I needed to wait for an email from their accounts team. I have never received any email at all and it's been hours! This app is basically trying to scam me from my account and from $128! I honestly believe they deactivated my account just so they could keep my money this app is a scam!

  Business Response

  Date: 01/30/2025

  o Whom This May Concern,
  
  We write in response to *** ***** recent consumer complaint regarding Refund Or Exchange Issues #********.
  
  
  FanDuel monitors all accounts for inconsistent activity and as a result, on 01/27/2025, FanDuel temporarily suspended *** ****** account due to some inconsistencies flagged by our system.
  
  
  After review, FanDuel reasonably suspected that *** ***** may have been acting in concert with others or that they were acting other than on their own behalf with a view to potentially conceal the true worth, nature, or pattern of bets placed by you or on your behalf, which is a violation of our terms and conditions.
  
  
  As a result, the account has been permanently closed and the creation of a new account is strictly prohibited.
  
  
  *** ***** also held a balance of $128 on his account, which has promptly been refunded. 
  
  
  As this has been relayed to *** ****** FanDuel considers this matter resolved.

  Customer Answer

  Date: 01/31/2025

  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 never received any refund for the $128 this account was wrongly closed I have an open dispute going on right now with the $128 transaction so then stating it was refund was a lie! 

   

   

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

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

  Business Response

  Date: 02/04/2025

  To Whom It May Concern,
  
  We write in response to *** ****** BBB consumer complaint regarding Refund Or Exchange Issues (ID #*********.
  
  FanDuels stance remains unchanged regarding this matter. 
  
  FanDuel would consider this matter resolved.

• Initial Complaint

  Date:01/27/2025

  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.

  1/21/25 $20/month Fanduel Sports Network stream promised me the ability to stream games for agreed amount. While they allow me access onto the platform, the stream is incapable of working on mobile applications. It is frozen, buffering, or flat out not working more time than it is working. They are not making any attempts to correct the issue. They are actively holding regional fan bases hostage by refusing to negotiate with cable/streaming providers and funneling the majority of the consumer base towards an app that is not capable of handling many, if any at all, due to its lack of functionality in the most basic sense.

  Business Response

  Date: 01/30/2025

  To Whom It May Concern,
  
  We are writing in response to ****** ******* recent consumer complaint regarding Service Issues (ID #*********.
  
  FanDuel Sportsbook operates separately from "FanDuel Sports Network". As a sportsbook and online gambling platform, we do not have access to review concerns related to the "FanDuel Sports Network".
  
  Get answers to questions about the FanDuel Sports Network through any of these methods:  
  
  Visit *******************************************************************************************************;
  Send an email to ************************************************************************************************ 
  Follow and reach out to ************************************
  
  FanDuel Sportsbook considers this matter closed.

  Customer Answer

  Date: 01/31/2025

  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]

   

   This is FanDuel Sports passing the **** on any liability. Who operates Fanduel Sports Network? If you put your name on the product, you should have to answer for it. 

   

   

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

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

• Initial Complaint

  Date:01/27/2025

  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.

  Hello,I am filing a complaint regarding Fanduel Sportsbook suspending my account and withholding my money.I received an email from Fanduel support more than three weeks ago telling me that my account is suspended and asking me to upload IDs, selfies and debit card info. I did all of those on the sameday and a few days ago they told me that my account is closed! They are only refunding my deposit which is $18,000 but I had $31,938 in the account before it got suspended. What kind of business can just shut down your account and take away all your money when you win money from them but if you lose money to them, they wont say a thing. This is a total ******* email associated with the Fanduelaccount ************************* Please let me know if you can help!Thank you for your time.**** ***

  Business Response

  Date: 01/29/2025

  To Whom It May Concern,
  
  We write in response to *** **** recent consumer complaint regarding Refund Or Exchange Issues (ID #*********.
  
  On 01/05, *** **** FanDuel account was suspended as we identified activity that required further review. *** *** reached out to our customer support regarding the suspension on 1/05 and this was escalated to our accounts team for review. 
  
  As part of our standard review process we did request documents from *** *** we needed to investigate the concerning activity. Our accounts team was in communication via email with *** *** regarding this review from 1/06-1-29. We do apologize for the delay in this review being completed. 
  
  This review was completed on 1/29 and as a result we did reopen *** **** account. He was informed of this via email. 
  
  FanDuel would consider this matter resolved.