Complaints

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

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• 

  FanDuel Inc.

  19 Union Square West New York, NY 10003-3304

• 

  FanDuel Casino

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

• 

  TVG Network

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

• 

  FanDuel Sportsbook - Louisiana

  5050 Williams Blvd. Kenner, LA 70065

• 

  TVG Network

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

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:01/12/2025

  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 placed several bets online with fan duel and won the bets and now they are not paying or returning my money.

  Business Response

  Date: 01/12/2025

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

  *** *********** reached out to our customer support team on 1/12 regarding the settlement of a wager. Our team did initially inform *** *********** that this would settle as a loss. 
  
  This was incorrect and *** ************ wager has since settled as a win and the payout has been provided to his account. We do apologize for the confusion from our team when initially reviewing this wager. 
  

  FanDuel would consider this matter resolved. 

• Initial Complaint

  Date:01/11/2025

  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.

  Have issue with fan duel. There's no supervisor for me to talk one or two days But the issue I have needs to be expedited because it was a bet that I placed. They said that they can't do nothing about it. And the game is about to start then they refuse to give me their case numbers So that I could refer those numbers in this complaint. I have 4 of them here they are. ********, ********, ********, ********

  Business Response

  Date: 01/12/2025

  To Whom It May Concern,
  
  We write in response to *** ******** recent consumer complaint regarding Guarantee Or Warranty Issues. (ID #*********.
  
  *** ******* reached out to our customer support team on 1/11 regarding the use of a No Sweat Bet Token. *** ******* had already placed a wager and then requested this token be applied to that wager. 
  
  Unfortunately, we do not have the ability to manually apply this token to a wager after it has already been placed. It must be applied by the user when the wager is being placed. 
  
  Due to the confusion here we did provide a bonus bet as a one-time courtesy on 1/12. 
  
  FanDuel would consider this matter resolved. 

• Initial Complaint

  Date:01/07/2025

  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.

  Complaint about Fanduel sportsbook 1. They should not penalize members of a player gets injured during the game because no one expected that to happen, it is not fair, but they are the one profiting when a player gets injured 2. They are unfair when it comes to cashing out, they will display that the cash out option is available but when you try to cash out they you cannot because it is blocked. This is unfair and needs to be regulated and changed

  Business Response

  Date: 01/09/2025

  To Whom It May Concern,
  
  We write in response to *** *** ***** recent consumer complaint regarding Service Issues (ID #*********.
  
  We were unable to find a FanDuel account associated with the email address provided: *******************************. If there is a specific wager or betslip *** **** is referring to we request that he provides the following:
  1. Username or another email associated with his account
  2. Betslip of the wager he is inquiring about (The betslip is in the form of O/000000/0000001.)
  3. Confirm the State/Province the wager was placed.
  
  When it comes to Player Injuries, anything can happen in sports - Injuries, ejections, or simply bad performances. Per our house rules, player props are voided only if the player is listed as inactive before the game or the game is not played. If the player is listed as active on the official lineup from the team, then the performance (good, bad, or cut short due to injury) is scored and graded for sports bets and fantasy. This applies to single bets and individual legs in a parlay. If there is a specific betslip youd like to go over, please provide the above information, and we can go into further detail regarding the settlement. Typically, if the player stepped onto the field and played at any point, then the wager will have to stand, however this may vary and would also depend on the state and the market the wager was placed on. 
  
  When it comes to Cash Out, If you make a Cash Out request, you will be notified whether your request has been successful. Your request to Cash Out is not guaranteed to be accepted and may be unsuccessful if, for example, your location cannot be confirmed, 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.
  
  Since odds are constantly changing and lines are constantly moving depending on gameplay, it is possible that the cashout option was available and then was turned off. Other factors include gameplay, time left etc. If cash-out becomes available for your specific market, you will see the green cash-out feature enabled. When it turns off, unfortunately, it is no longer available. I do understand this can be frustrating, but please know it is considered a complimentary service on certain markets and FanDuel Sportsbook reserves the right to suspend or disable the Cash Out feature at any time.
  
  Should *** **** have any other concerns, we ask that he reaches out to FanDuel Customer Support with his account and bet information, and our team would be more than happy to assist further.

• Initial Complaint

  Date:01/07/2025

  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 chase ******* was charged the following:11/15 $500 12/11 $ 75 12/11 $2400 12/11 $2,500 These are NOT my transactions. I tried to get this resolved with ***** and they stated that I would have to contact the merchant directly. I have tried numerous times to contact FanDuel. Both via live chat and emails. They confirmed through the Chat that I have NO bank *******, nor do I have any activity. I opened the ******* almost a year ago but NEVER used it. I have tried to find a phone number for FanDuel, but each one is a non-working number. I think this is a SCAM. I just want them to refund my money. If they will not refund, then I want them to show me where I used the site or benefited from the funds that were wrongfully taken from my *******.A company should have a phone number for consumers to contact and resolve issues. FanDuel is scamming people!I have attached my bank statement and copies of emails and chats. It's like its an automated message on the email. There is no resolution from their end nor is there anything that justifys these charges to my *******.

  Business Response

  Date: 01/09/2025

  To Whom It May Concern,
  
  We write in response to *** ***** ******* recent consumer complaint regarding Refund Or Exchange Issues (ID #********** 
  
  On 01/08/25, our accounts team reviewed the complaint and provided out reach to *** ****** She has been advised that FanDuel has received incoming disputes associated with the credit card she shared with us, however, we advised her that she continue working with her financial institution on recovering the the funds.
  
  FanDuel would consider this matter resolved.

• Initial Complaint

  Date:01/07/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  January 2nd I withdrew 500 from FanDuel they locked my account before it came to my bank and suspended me I wrote FanDuel and sent all info over to verify identity and havent gotten any responses they have my card info and picture of me hold up paper with date I have sent multiple emails with no reply

  Business Response

  Date: 01/07/2025

  To Whom It May Concern,
  
  We are writing in response to ******* ******** recent consumer complaint regarding Billing or Collection Issues (ID #*********.
  
  On 1/3, the consumer's account was temporarily suspended due to a security alert. Our system detected the consumer's device being linked to other players, which is a violation of our policy. As a result, the withdrawal was canceled and refunded to the consumer's checking account in seven separate transactions on 1/3. The consumer can expect the funds to return within 35 business days.  
  
  To have the account reinstated, the consumer must complete our review by responding to our requests sent via email.
  
  FanDuel considers this matter pending.  

  Customer Answer

  Date: 01/10/2025

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

• Initial Complaint

  Date:01/07/2025

  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 purposely blocked every way for me to retrieve my winnings from my account with them. They don't include my bank in their list and blocked my original payment method. They did this to keep my money on their website until I lose it all. There is no reason to be block my original payment method, the easiest and simplest way to collect my winnings. I want my winnings deposited onto my original payment method and have this practice stopped. ******* *******

  Business Response

  Date: 01/08/2025

  To Whom It May Concern,
  
  We write in response to *** ******* * ******** recent consumer complaint regarding Service Issues (ID #*********. 
  
  We do see that *** ******* has attempted to reach out to customer service regarding withdrawal issues and was able to connect to our social team for customer service assistance.
  
  We do see that only one withdrawal transaction was attempted during the creation of the FanDuel account only a few short days ago 
  
  We do see he has reached out and attempted to make a withdrawal using a ******* green dot card some cards are seen by our system as pre-paid cards. For the safety and security of our players, we do not allow withdrawals to any method where we can't verify you are the actual account holder. We have no way to verify account holders of pre-paid cards.
  
  If *** ******* continues to have issues with withdrawing we suggest he attempt to make a withdrawal via a new withdrawal method.  
  
  Withdrawals and FanDuel has a number of controls and checks that take place before any withdrawal request is processed so the availability of withdrawn funds are subject to standard banking restrictions. (As mentioned in our terms and conditions)  
  
  With that being said, anytime a customer is attempting to make a withdrawal to their financial institution (debit card/ bank/ ******/ Venmo/ etc) , they first would have needed to place a deposit using this method previously (minimum of $5). This is necessary to comply with regulations related to standard banking restrictions. Withdrawal tab on a customers ******************** account will automatically show any methods you've used previously for deposits. Customers will unfortunately not be able to add a new method of withdrawal without having previously made a minimum deposit due to these restrictions.
  
  More information for withdrawals:
  *******************************************************************************
  
  As *** ********* recent withdrawal was successful, FanDuel would consider this matter resolved.

• Initial Complaint

  Date:01/04/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My son helped me open an account with ******************** and I didnt have a bank card or credit card to use so we used his. No FanDuel wont let me withdraw my original deposit without sending them a copy of my drives license. I dont not feel comfortable doing this and they will not respond to my emails.

  Business Response

  Date: 01/08/2025

  To Whom It May Concern,
  
  We write in response to ***************** recent consumer complaint regarding Billing or Collection Issues (ID #*********.
  
  On January 2, 2025, *** ******* FanDuel account was suspended due to a violation of the Account Security Terms related to suspected identity theft.
  
  *** ****** contacted FanDuel Customer Support, created a ticket, and his issue was escalated to the Accounts Team. Because of the nature of the suspension, he was asked to upload verification documents the following day to confirm his identity and initiate the account review process.
  
  *** ****** admitted to deposit fraud, stating: Thats why I used my sons bank card with his permission, but refused to submit the required verification documents to resolve any fraud concerns. As a result, the ticket was closed.
  
  Upon receipt of his BBB complaint, we reached out to *** ****** again, reiterating that in order to proceed with the account review, he would need to submit the necessary verification documentation. Once again, he refused to comply.
  
  As *** ****** did not submit the required verification documents, all remaining funds in his account were refunded to the original deposit method. He was informed that the funds would take 3-5 business days to be processed, and that without the requested verification, his account would remain suspended.
  
  *** ****** subsequently requested to close his account. We followed up to confirm if he wanted permanent closure, and upon his confirmation, the account was permanently closed. Account closure notifications have been sent to him via email.
  
  FanDuel considers the matter resolved. 
  
  

  Customer Answer

  Date: 01/09/2025

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

• Initial Complaint

  Date:01/04/2025

  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 December 12th 2024, I was using FanDuel mobile phone app when my account was compromised from another location and my account was seemingly suspended. I understand FanDuel rules and their security about proximity hacks and location services. The same day that my account was suspended I was still able to access the account but not able to use it, so I withdrew funds I had available and have been waiting for those funds for weeks. I understand their raised suspicion on this matter, but after continuous emails, security checks that I have provided, explanations to provide clarity of the matter and weeks of waiting I have grown extremely tired, with every email I send there is the same email about me having to identify myself, or to clarify the matter again. I would like FanDuel to prioritize resolving my case as soon as possible and to release my funds to me as well. Case number ********

  Business Response

  Date: 01/04/2025

  To Whom It May Concern,
  
  We are writing in response to ***** ****** recent consumer complaint regarding ******** Services Issues (ID #*********.
  
  We understand that the consumer's account was temporarily suspended due to suspicion of proxy betting. As a result, we cannot reactivate the account until the consumer confirms and cooperates with our review. Without their cooperation, we are unable to reinstate the account or release their funds.  
  
  
  Per our policy, we require the requested information from the consumer to proceed with the review. Until this is provided, the matter cannot move forward.  
  
  
  FanDuel considers this matter pending.

• Initial Complaint

  Date:01/02/2025

  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.

  My Fanduel account was hacked. The hacker deposited 1000 from my bank account into the ********************** account and then withdrew it into their own account. ******************** Support has been ignoring me for days since the incident occurred saying that customer service will reach out to me eventually.

  Business Response

  Date: 01/02/2025

  To Whom It May Concern,
  
  We are writing in response to ****** ***** recent consumer complaint regarding Service Issues (ID #*********.
  
  On December 31, the consumer reported a potential banking hack. Due to the holiday period, there has been a delay in reviewing the case. We kindly ask for the consumer's patience as we thoroughly investigate their claims.
  
  This matter is currently under review.

• Initial Complaint

  Date:01/01/2025

  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 STOLE MY MONEY!!! My bet won but they logged it as a loss!!! I have screenshots to prove I made the bet and the results of the bet

  Business Response

  Date: 01/04/2025

  To Whom It May Concern,
  
  We write in response to ****** ********** recent consumer complaint regarding refund or exchange issues (ID #**********
  
  He reached out via chat at 7:56pm on January 1st, stating, GIVE MY ******* MONEY!!! I HAVE A PARLAY WITH OHIO STATE VS OREGON!!!! THE ***** IS WINNING BUT YOU SAID IT LOST
  
  The bet in question, was a parlay wager placed on the ********** Vs ****** game. There were two losing selections on this parlay which were, 3rd Quarter Spread with a -1.5 handicap, ********** and 4th Quarter Spread with a -1.5 handicap, ********** selected.
  
  The total stake of this wager was $0.50, and the potential payout had this wager won would have been $11.19.
  
  On 1/1/2025 at 8:08pm, a customer support agent followed up with *** ********* via email after being disconnected from chat. She informed him that the market he wagered on, 3rd Quarter Spread and 4th Quarter Spread, only includes points scored in that specific quarter.
  
  The 3rd quarter of this game, the score was Ohio 7 and ****** 7. The spread was not covered as they scored 7 points each in that quarter. Having placed this wager with a -1.5 handicap and choosing ****, this means that **** needed to have scored 2 or more points than ****** for that selection to win.
  
  For the 2nd selection that was graded as a loss, *** ********* chose Ohio, 4th Quarter Spread with a 1.5 handicap. Again, this would mean that **** would need to outscore ****** during this quarter by 2 or more points. In the 4th quarter of this game, **** scored 0 points and ****** scored 6 points, therefore, the selection correctly settled as a loss.
  
  You can view the game stats here: *********************************
  
  Once you lose one or more selections within a parlay the entire wager is graded as a loss. In addition, our Terms & Conditions state the following:
  
  Part A Section 8 Placing Bets
  
  8.5: You must exercise your own judgement in placing a Bet and you hereby confirm that you have not relied on the advice of any BIU employee relating to any Bet.
  
  8.8: Please familiarize yourself with betting and gaming terminology and how the various bets and games are operated. If you have any questions relating to the foregoing, please contact us. *** cannot accept any responsibility if you place a bet in circumstances where you do not fully understand any of the terms involved or how the Bet or game is operated.
  
  We understand how disheartening it is to lose a wager and apologize for any inconvenience this may have caused *** ********** After review, were confident that this wager settled correctly as a loss and *** ********* is not owed any funds. FanDuel, would consider this matter resolved.