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 Sportsbook at The Greenbrier

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

• 

  FanDuel Sportsbook - Louisiana

  5050 Williams Blvd. Kenner, LA 70065

• 

  FanDuel Casino

  1160 1st Ave King of Prussia, PA 19406-1355

• 

  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:01/27/2025

  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 signed up for Fanduel on 5 Jan 25, I tried to login immediately after signing up, and they said that my account was already created with an email address that I do not own. I tried to correct the issue twice by sending in a picture of myself, with ID. This was completed on both the 7th and 13th of January, they kept closing my case.On the 15th they asked me to confirm my credit card information, they close the case again before I had time to respond. I never deposited any money because I could never login to the account. They are not taking my concerns of identity theft seriously, at all. They keep closing my file, and are refusing me access to my account. It is scary and sketchy that they wont respond to my emails, and then close my complaint before solving the issue. The case number is:********

  Business Response

  Date: 02/01/2025

  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 10/20/2024, FanDuel had temporarily restricted *** ****** account due to some inconsistencies flagged by our system.
  
  After review, FanDuel requested payment clarification from *** ****** due to concerns she may have been using a payment method that was inconsistent to her account information, which is a violation of our terms and conditions.
  
  As a result, our Accounts team has been working with *** ****** since 01/30/2025 in attempt to get her 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:01/27/2025

  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 bet with FanDuel; my bet ID is *****************. I was offered a cash out option for this bet, I accepted this cash out for $486. Despite me accepting this cash out offered to me by FanDuel, it is not being reflected in my account. I received a message from FanDuel that they are still working through bets placed for this particular game, however, my balance is still not reflecting the balance that should be showed with the accepted cash out offer. I have tried to remedy through support, and my efforts have not been successful. FanDuel not honoring the terms of the cash out that I accepted is equivalent to stealing. I expect that my cash out is honored promptly.

  Business Response

  Date: 01/29/2025

  To Whom This May Concern,
  
  We write in response to *** ********** recent consumer complaint regarding  Refund Or Exchange Issues ID #********
  
  On 01/26, *** ********* placed a $10 wager on an *** game between the ************* and ******************* with a potential payout of $1,010.10.   
  
  In regard to the wager placed, *** ********** was offered a $468 washout at 9:33 pm. Due to circumstances in the game, this washout dropped to $99 by 9:35 pm. The market was then suspended at 9:36 pm and *** ********** would not have received any offers after this. 
  
   FanDuel has no record of *** ********** recording a cash out for this wager. Additionally, please note that per our Terms & Conditions the cash out feature will not always be available. 
  
  As all information has been relayed to *** ********** FanDuel considers this matter resolved. 

• Initial Complaint

  Date:01/26/2025

  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.

  On 12/05/24 two different $100 transactions were taken from my cashapp account and used with this merchant. I emailed them and they say they cant find my name and cashapp number in their system but it shows on cashapp the money was sent to them and they completed the transactions. I did not make these transactions and have filed a complaint with cashapp also who tells me to contact the merchant. I just want my money back. That cashapp card has been labeled lost/stolen since then

  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 # *********.
  
  *** ****** contacted FanDuel customer support on 12/5 regarding $200 in unauthorized charges to her cash app card.
  
  The agent assisting *** ****** with this issue, did initially state that he was unable to locate the two transactions she was disputing, as her own FanDuel account has been suspended since 1/13/2023. Therefore, when reviewing her account, he did not see any recent transactions as the deposits took place on a new FanDuel account.
  
  *** ******* FanDuel account was suspended on 1/13/2023, as we received notice from our payment provider that she disputed funds already wagered and lost with her financial institution in the amount of $1,050.00.
  
  *** ****** never contacted FanDuel to report any unauthorized activity or inquire about her suspended account. However, when disputing current charges, she stated the following on, 12/14/2024 at 11:34am, any account in my name was closed out a long time ago by your company due to ****** being hacked which caused me to delete my information off of there and switch to using *******
  
  While we did receive the incoming dispute from ********************* institution at that time and she was reimbursed, she never reported this to FanDuel. Her account remains suspended until she repays the debt owed to FanDuel.
  
  The current issue involving the $200 in unauthorized charges on *** ******* cash app card on 12/5/2024 was escalated to our accounts security team for a thorough review.
  
  We found two deposits made for $100 each using *** ******* cash app card on 12/5 at 4:20pm and at 7pm. The deposits were made on a newly created FanDuel account of someone who shares the same last name and the exact same address as *** ****************** account owner deactivated the FanDuel account at 9:40pm once all funds were wagered and lost, and *** ******* first outreach to customer support was coincidentally, at ******.
  
  Additionally, we found that all activity on the account took place at *** ******* verified address as shown on her ID. Therefore, we advised *** ****** that it appears as though this is a situation where the two $100.00 deposits were authorized by her, a relative/friend, or someone she knows that has legitimate access to her cash app card. As a result of our investigation, we are unable to refund the deposits as there does not appear to be any suspected unauthorized activity.
  
  Our team also noticed that *** ******* on 1/30 stated, ************ institution/bank can NOT see any transactions that are made through cashapp. All they can see is what goes out through cashapp and NOT who the merchant is.
  
  As *** ****** confirmed via her comment, cash app needs to be loaded with funds via her financial institution or other available options. When funds are loaded to a Cash App account the customer is typically in possession of that account and aware of the amount being loaded for use.
  
  We have confirmed that *** ****** is not owed any funds and has violated several FanDuel Terms & Conditions. *** ****** has been instructed to file a dispute with her financial institution, FanDuel would consider this matter resolved.

  Customer Answer

  Date: 02/02/2025

  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 did file a complaint with your company over a year ago and you told me then just like this time to reach out to my financial institution to resolve this matter which is exactly what I did and got reimbursed as they found my ****** was hacked at the time and my bank could see those transactions since ****** did not have its own card that could be used. Cashapp has their own card which mine was labeled lost/stolen so Im sure when the person who was using my card realized they couldnt use it when it was stopped then they realized they couldnt keep an account with you since they didnt have their own money to use! Fanduel would NOT tell me who used my cashapp card but now wants to say we have the same name and address yet they told me that persons phone was pinging by my address but wont tell me who it was and yet claim it was me or someone I know!! ***** lives here during the week. My husband is an over the road truck driver and is gone for weeks at a time and never home during the week and his paystubs and his job could confirm that!
  And yes, I had to stop using my ****** over a year ago and I switched to cashapp which I am now finding out isnt completely secure either. It is not a coincidence that whoever thought they could use my money with fanduel stopped that account once Im sure they realized they couldnt deposit any more money and obviously was afraid of getting caught. And I told your workers over and over again I didnt have an open account and that my cashapp card number was used by someone else and they still tried to tell me they couldnt find it in their system and now all of a sudden you guys have it appearing under someone elses name after I tried for over a month to tell you someone had used it. And as soon as I ask if someone from their own company had done this they try and say it was my address and someone I know, sounds like a coincidence to me for them but cant tell me who or what they look like since they shouldve had to prove their identity! Whoever hacked my cashapp would obviously be able to load money onto that card since my bank was listed as a financial institution. Its all automatically done just on that one app so yeah, a hacker was very capable of taking that money from my bank account to cashapp and use it. Instead of helping fanduel just accuses the victim

   

   

  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 ***** ******* recent consumer complaint rejection regarding refund or exchange issues (ID # *********.
  
  Please note that FanDuels stance remains unchanged. We take Account Security extremely seriously and after a thorough investigation, we have reason to believe *** ****** *ay have authorized the charges or someone she knows may have legitimate access to her credit card.
  
  We can confidently confirm that *** ****** never contacted FanDuel to report her ****** account was hacked in January 2023. FanDuel was only alerted of the dispute for $1,050.00 via our payment provided as *** ****** disputed the charges with her bank after depositing and wagering the funds. *** ****** disputed these charges on her own and was not advised to do so by a FanDuel employee as we were never notified of this issue by her, therefore unable to provide guidance.
  
  *** ****** received a refund at that time via the dispute process, not a direct refund from FanDuel as she never contacted us directly to report the supposed fraudulent charges.
  
  As a result *** ******* FanDuel account was suspended due to the chargeback on 1/13/2023, not closed.
  
  Regarding the current issue with the alleged unauthorized deposits, on January 29th, 2025 at 5:47pm, Our Accounts security team sent the following message to *** ****************** review of the provided documents, we were able to determine that the reported unauthorized charges on the card ending 7580 are linked to a user by the name of ***** *. The activity on this account is also pinging out of the verified address on your ID". 
  
  Contrary to *** ******** complaint, we did inform her on January 29th that someone by the name of ***** * was using the card in question and the activity was occuring at her verified address.
  
  We assumed this to be *** ******** husband, which she has now confirmed via the BBB complaint rejection, that he lives with her at the verified address, which is listed on the account of where the supposed fraudulent transactions occurred.
  
  January 30th at 10:33am, our accounts security team emailed *** ****** to advise:
  
  "It appears as though this is a situation where the two $100.00 deposits were authorized by you, a relative/friend, or someone you know that has legitimate access to your credit card. As a result of our investigation, we are unable to refund this for you as there does not appear to be any suspected unauthorized activity".
  
  We have advised *** ****** to reach out to her financial institution to dispute these charges if she believes they are fraudulent, although, there does not appear to be any suspected unauthorized activity.
  
  This newly created account under ***** * is linked to ***** ****** via pay method, the same verified address and similar wager activity.
  
  After our thorough investigation, we have reason to believe that *** ****** *ay possibly be operating this newly created account under ***** * as her own account was suspended. This is a clear violation of our Terms of Use and has resulted in the permanent closure of both accounts.
  
  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.
  
  According to FanDuel's Terms & Conditions, "you may establish, maintain, use and control only one account on the Service." 
  
  FanDuel will not be providing a refund as there does not appear to be any suspected unauthorized activity. *** ****** has been updated with the results of our investigation, FanDuel would consider this matter resolved.

  Customer Answer

  Date: 02/05/2025

  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]

  Fanduel can blame me all they want but I also told them my husband is never home during the week and not very often on the weekends as he is an over the road truck driver so home time is rare. No one I know made these transactions so I will just take the loss of my money I guess because no one there is believing me that I didnt allow anyone to use my card or account. I cant help what information hackers can get and I also dont keep my location turned  on on my phone. I will just have to cancel any kind of cards I have I guess. And yes, fanduel was contacted about an account in my name years ago but of course I dont have that proof since the problem was resolved by my bank because fanduel refused to help me back then also. So this is over. My cashapp card was mine alone and I sure as heck didnt sign up with your company under a false name! Thats just ridiculous to even assume that of someone. Shame on your company! 

   

   

   

   

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

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

• Initial Complaint

  Date:01/26/2025

  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 requested a withdrawal for $75 on 1/25/25 at 10:58pm EST. Withdrawal requests can take up to ***************************************************************** the past and except for the first withdrawal which took a few hours to process, I have always received the payment in a half hour. Now I am being told that the withdrawal can take up to 24 hours or even longer EVERY TIME. Its obvious that the companys goal in doing this is for customers to cancel their withdrawal and play the money so FanDuel does not have to pay. I can understand extra steps needing to be taken for larger withdrawals, or for new customers. But to all of a sudden- after months- do this to customers like myself, who do not request large withdrawals, who have been TRUSTING that the casino will complete the same steps in the same timely manner as they have done in the past- basically who trust that the casino will do the ETHICALLY right thingits frustrating to find out that they are indeed not the trustworthy, ethical casino they seemed to have been. I know- assuming a casino would be at all trustworthy or ethical was my first mistake. I am not naive. I know that the odds are purposely set against the customer for the house to win. But its when I am so blatantly and obviously being defrauded to the point that it is impossible to ignore- that is the issue I have. If you want to be a casino people will spend their hard earned money at, then please also be a casino that those same people (minus any security concerns or large withdrawals or any other issues) know that they can receive their winnings in a timely, reliable manner.

  Business Response

  Date: 01/29/2025

  To Whom This May Concern,
  
  We write in response to *** ******** recent consumer complaint regarding Repair Issues ID #********.
  
  On Jan 25th, 2025 at 10:58 pm EST, *** ******* requested a withdrawal of her funds via debit card. Her withdrawal was completed on Jan 26th, 2025 at 12:39 pm. 
  
  Per industry standards, withdrawals sent to **** or Mastercard Debit cards that are saved on file are approved within 24 hours
  
  Due to *** ******* having received the withdrawal in question, FanDuel considers this matter resolved. 
  

• Initial Complaint

  Date:01/26/2025

  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 recently moved to ******** I signed up to FanDuel and making bets some wins some losses eventually after days of betting n withdrawing funds my account was just suspended out of the blue

  Business Response

  Date: 01/27/2025

  To Whom It May Concern,
  We write in response to ********************* recent consumer complaint regarding Service Issues (ID #*********.
  
  On 01/24/25, *** ********* FanDuel account was suspended by the Accounts Security Terms for suspected terms of use violations. *** ******** was contacted by a member of the Accounts Team and asked to upload verification documents in order to verify his identity and start the account review.
  
  *** ******** provided the needed documents and was asked to provide further clarity on location discrepancies for his residential address and his wagering location. Due to this mismatch in our system, his FanDuel account was temporarily suspended to ensure there was no unauthorized activity by someone other than the verified user and to verify the activity by the account owner.
  
  *** ******** was also asked to provide clarification on why his device was being linked to two other FanDuel users. Per our terms and conditions, users are only allowed to operate and maintain 1 FanDuel account with us, and any duplicate accounts in their name or someone else's name, would be in violation of our terms and suspended by our system for further account review.
  
  After mitigating any identity theft concerns and being warned for device sharing, his ******************** account was reinstated on 1/27/25 and FanDuel considers this matter resolved. 

• Initial Complaint

  Date:01/25/2025

  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.

  I was able to deposit money (100 on 1/25/25), but I wasnt able to withdrawal 150 (I won 75) through their online banking withdrawal. Angle, the agent, didnt even try and find a solution and tried to tell me that my account I deposited through was not compatible and if I was not happy with the answer I needed to troubleshoot. However, I had deposited the money an hour before I was trying to taken it out. This doesnt allow me to avoid further gambling and be responsible and manage my account balance. Because they didnt try to supply with me possible solutions, I am forced to live with the account balance I have and likely lose it all.

  Business Response

  Date: 01/28/2025

  To Whom This May Concern,
  
  We write in response to *** ********* recent consumer complaint regarding Billing or Collection Issues ID #********.
  
  Between 01/25 - 01/26, *** ******** initiated four different withdrawal requests, all of which were completed back to his original form of payment (checking account). 
  
  After review, it appears that *** ********* been experiencing a technical difficulty with our payment processor, which was quickly patched. 
  
  As all information have been relayed to *** ********* and all four of his withdrawals have correctly processed, FanDuel considers this matter resolved. 
  
  

• Initial Complaint

  Date:01/25/2025

  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.

  FanDuel suspended my account and said it would contact me within 72 hours. They have not. They wont let me contact them. I have money in my account that I cannot access. The whole situation is incredibly frustrating and annoying. I have no idea when or if I will ever have access to my account or funds ever again. I also did nothing wrong so have no idea why they would have suspended me in the first place. Either way I dont care I just want my money.

  Business Response

  Date: 01/28/2025

  To Whom It May Concern,
  We write in response to ********************* recent consumer complaint regarding Service Issues (ID #*********.
  
  *** ******** FanDuel account was flagged and suspended on 01/07/25 for suspected terms of use violations.
  
  Due to the nature of the suspension, *** ******* was required to supply a series of verification documents to verify his identity on the account and undergo a formal account review.
  
  *** ******* was found to be device sharing, and being linked to another user. In addition to the device sharing, there were also location discrepancies. *** ******** account was flagged for suspected Proxy Betting in an attempt to mask his location. He was asked to provide additional clarity on the device sharing and location spoofing behavior.
  
  Users are only allowed to have and operate 1 FanDuel account with us and any duplicate accounts you create or access, whether in your name or someone else's, would be in violation of our terms and suspended. Please do not share your devices/payments/account information with anyone else. As for location tampering, every time a user opens the app or website and attempts to place a wager, our system has to be able to verify your location to determine and ensure that you are in an eligible state where betting is legal, as different states have different gambling regulations. 
  
  On 1/28/25, *** ******** account was reactivated, and he was given a final warning for account sharing. He was made aware that any additional fraud violations that violate our terms will result in the permanent closure of his account. ******************** considers this matter resolved.
  

• Initial Complaint

  Date:01/25/2025

  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.

  January 25th,2025 Fanduel suspended my account when I have been using there app for years even going up to Maryland live casino with my driver license in hand. They had me send pictures of my license and take selfies but this magically happened after I used my 25 percent deposit bonus which expires in 7 days Every where I looked people are going thru this problem I just would like this resolved as soon as possible or at least release my ***** dollars back to card

  Business Response

  Date: 01/28/2025

  To Whom It May Concern,
  
  We write in response to *** ******* recent consumer complaint regarding Service Issues (ID #*********.
  
  On 01/25, *** ******* FanDuel account was suspended as we identified activity that required further review. *** ****** reached out to our customer support regarding the suspension on 1/25 and this 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 01/25-01/28.
  
  This review was completed on 1/28 and as a result we did reopen *** ******* account. He was informed of this via email. 
  
  FanDuel would consider this matter resolved. 

• Initial Complaint

  Date:01/24/2025

  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 received an email from Fanduel support about 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 later they told me that my account is closed! They are only refunding my deposit which is $13,025 but I had around $28,000 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 scam.

  Business Response

  Date: 01/26/2025

  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 1/06 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 01/12-01/14.
  
  We did refund all deposited funds that were on his account back to their original payment methods on 1/14 however his winnings and account status were still under review by our team. We do apologize for the delay in this process. 
  
  This review was completed on 1/26 and as a result we did reopen *** ****** account with his winnings still there. He was informed of this via email.
  
  FanDuel would consider this matter resolved.

• Initial Complaint

  Date:01/24/2025

  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.

  On January 24, 2025, I contacted FanDuel through the chat app regarding duplicate charges for the same day, which is something I dont normally do. I was seeking clarification because Im not sure if all of the charges are accurate, and I wanted to understand what happened. Instead of helping, the representative I spoke with, ****, suspended my account without any warning. He then mentioned that FanDuel had reversed a charge on January 13, 2025, but when I questioned it, I explained that I never called about this before and didnt see any reversal on my bank account. I sent all the relevant screenshots of my bank transactions and statements to support my case.What upset me most was that, instead of addressing my concerns or investigating the charges, **** suspended my account and told me to wait for an investigation to take place. No explanation, no prior noticejust an account suspension. This all happened simply because I was trying to clarify charges that might have been mistakenly applied. This is the second time Ive had issues with FanDuel mishandling my ******** reaching out now to get my account reactivated and to have the duplicate charges reviewed and, if necessary, reversed. As of today, I only see one reversal on my bank statement, and my account remains suspended.

  Business Response

  Date: 02/01/2025

  *o Whom It May Concern,
  
  We write in response to ******* *s recent consumer complaint regarding Billing or Collection Issues (ID # *********.
  
  1/23 *** * contacted FanDuel customer support regarding deposits made into her account which she did not remember making.
  
  Our customer support agent asked for additional details regarding the transactions then suspended *** ** account out of an abundance of caution to help prevent further unauthorized activity. Here at FanDuel, we take the security of our customers accounts seriously.
  
  Following the account suspension, *** ** case was escalated to the Accounts Security *eam for further assistance.
  
  Between 1/23 and 1/31 there were several communications between *** * and our accounts security team.
  
  We requested a copy of these transactions showing on her bank statements to compare with the transactions she authorized on her FanDuel account. Additionally, we asked for verification documents to confirm she was the FanDuel account owner.
  
  2/1 After completing their review, our accounts security team emailed *** * to confirm there was no fraudulent or unauthorized activity on her account. *hey further advised *** * that the date listed on her bank statement for the deposits is the clear date which is not always the same as the deposit date. Specifically, pointing out that if deposits are made over the weekend and cleared the following Monday. It's possible that this is what caused the confusion.

  *** * had made two $10 deposits on 1/13 and three $10 deposits on 1/14. She only initiated a refund for one of these deposits on 1/14. All other funds deposited were play through on the casino.

  Following that email *** ** FanDuel account was restored/reactivated, which she was immediately notified.
  
  *** ** account has not been compromised, and the charges seem to have been authorized by her. As her account has been reactivated, FanDuel would consider this matter resolved.

  Customer Answer

  Date: 02/09/2025

  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]

   My account is still suspended even though someone from FanDuel emailed me days ago saying they would activate my account. In order for me to accept your response, you have to activate my account first. If there are issues with my bank, take it up with them. Im not playing the middle man. Again, this isnt the first time your company has given my bank problems with the way you have withdraw my money. On my account, it says youve withdrawn the money already. Fix your technical issues, please. 

   

   

   

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

  
  Sincerely,
  
  ******* *
  
  
  
  
   
  

  Business Response

  Date: 02/12/2025

  To Whom It May Concern,
  
  We write in response to ******* *’s recent rejection to consumer complaint regarding Billing or Collection Issues (ID # ********).
  
  Per our previous response, *** **s FanDuel account was reactivated on 2/1 at exactly 2:54pm ET, of which she was notified.
  
  We presume *** * is aware of the account reactivation as she was notified via email on 2/1 at 2:54pm and she made a $5 deposit on her FanDuel account on 2/2 at 3:32pm, the day after she was notified of her account being reactivated. 
  
  She then used that $5 deposit to place a sports book wager on 2/2, Bet ID#****************** This was a 9-leg parlay which had two losing selections and so the wager was settled as a loss on 2/2 at 5:49pm.
  
  The activity on *** **s account confirms her account was reactivated which contradicts her recent statement.
  
  There is a separate issue *** * is now experiencing with her FanDuel account.
  
  On 2/3 at 7:32pm ET, ** *** ability to wager on her FanDuel account was restricted, however the account is not currently suspended and is still live. The reason being is because we received notice from our payment provider that *** * initiated at least one dispute and subsequently used those disputed deposit(s) to wager.
  
  The disputed amount is $10. 
  
  The chargeback received/dispute has resulted in their being a $10 debt owed to FanDuel. 
  
  On 2/9, we notified *** * of the dispute and informed her that she would need to repay the balance owed to FanDuel of $10 to resume play. We further advised her that the account is currently active, but she would be unable to place any wagers until she has deposited the disputed amount, and we have collected it. 
  
  *** * replied and stated, “I do not owe FanDuel any money. The disputed amount stems from a previous issue where one of your representatives confirmed that there were suspicious transactions on my account. Someone messaged your company from my account regarding disputing $10–that someone wasn’t me, thus, your representative suspended my account to ensure that my account wasn’t hacked. I have not wagered on your platform since January 14, when the suspicious activity was first flagged, and my account was suspended for further review”.
  
  Contrary to *** **s response, at her insistence of being unaware of the deposits made on her account and wagers, the account was suspended out of an abundance of caution. However, our customer support team never definitively confirmed or stated that *** **s account was hacked. Please see the conversation between *** * and our customer support team below:
  
  * ** *** * ******** ** ****** * **** ********** ******* ** ** **** ******* **** ******* **** * ***** ******** ******* *** *** **** **** *****
  
  * *** *** * **** ** ******* ****** ******* ********* **** ******* ** *** ******* *** ******** ** **** ******** ** *********** ******* ******* **** *********** ** *** *** *** ******* * ****** *** **** ******* ** ***** **** * **** ** *** **** ********* ** *** ****** ***** **** **** *** ******** **** ** ******* ** **** ****
  
  * *** *** * ******** * ****** ******* *** ******* ***** ** ******** **** ************* ***** ** ******* ****** **** * ********** ** ***** ******* ** * ****** ** ******* ************
  
  * *** *** * **** ** ******* ****** ***** *** *** *** ************** **** ********** ******** ** **** ******* ******** ******* ****** *** *** ** ** ********* ** ******** ** **** ********* **** ******* ***** ** *********** **** *********
  
   *** *** * **** ** ******* ****** ** *** *** ******* **** *** ***** *** ************ ******** *** *** *** **** ******* *** ******* *** ************ ******** ** ** **** ********** ********* ** **** **** * **** **** ** *** ********* ** ******* *** ****** *** *** ********** **** ** *** **** ** ****** *** *** ******** *** ***** **** ***** *** ***** ** ** **** *** ** ********** ** ******* *** ******* ***** ** ** *** ******** *** ******* *** ********* ****** ************ *********
  
  *** * also advised our team on 2/9 of the following: “Additionally, my bank is still completing their investigation. If they find that the transaction was correct, they will return the funds directly to FanDuel. If I were to pay the $10 now, and the bank later refunds FanDuel, I would be effectively double-paying for the same charge. I’m happy to resolve this once the investigation is concluded by my bank, and if the transactions are confirmed to be legitimate. However, until then, I believe I should not be required to make any payment. I’ll call my bank today. If they confirm the transactions and release the $10 back to FanDuel, I shouldn’t be required to pay you another $10”. 
  
  *** * is more than welcome to wait for her bank to complete their investigation and reach back out to FanDuel once she has an update. 
  
  At this time, we have received the dispute from her bank for $10, which *** * had already wagered and lost. Therefore, until that debt is paid, *** **s ability to wager on her FanDuel account will remain restricted. FanDuel would consider this matter resolved.
  

  Customer Answer

  Date: 02/13/2025

  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:

  First, I must express my concern about the public sharing of our personal conversation. Posting such details on a public website is risky, as it puts my personal information at potential risk of being hacked. This situation, as you know, began with concerns about account security, so I find it particularly concerning that private exchanges are being made public.
  Regarding the dates I placed bets, I realize I mixed up the dates, and that was my mistake. However, I still dont understand why youre claiming I owe you money. I deposited $10 from my bank account to place a bet and lost it. That money has already been deducted from my bank account, and I cant reuse it unless it was part of a "no sweat bet"which, to my knowledge, it wasnt. Since my account is restricted, I can't view the bet details, but this "owing $10" is new information to me, and despite speaking to two different representatives, Im still unclear on what youre referring to. I assumed you were talking about the disputed amounts from January.
  For context, the disputed transactions were for ****** from January that I originally discussed with ****. My bank is investigating those charges, and once they determine that the authorizations are valid, they will refund the amount to FanDuel. Take it up with my bank as they should already be in communication with you. If they process the refund, please ensure that my account restrictions are lifted.
  Lastly, I ask again that our conversations not be shared on public platfor*** *his situation could have been handled differently (or privately) without risking my personal data by copying and pasting conversations. Thats ***** and risky.  If you want to resolve this, I suggest a higher-up (same person) reach out to me directly via email so Im not bounced around to a million different representatives who have no idea whats going on. The information Im receiving changes daily, and Im growing increasingly confused and frustrated. *** never had a debt issue and always pay if Im at fault, but this started with concerns about potential fraud and now Im being told that my account is restricted because I owe $10. Make it make sense because this is how you lose customers. 
  
   

   

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

  
  Sincerely,
  
  ******* *