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 - 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

• 

  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:05/05/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Saturday, May 3 I requested multiple withdrawals from my FanDuel account all but one of them was deposited into my bank account. The withdrawal for $586(reference #*********)is shown as approved and sent to my bank for processing. However, it's also listed as pending. I reached out to customer support on Saturday and was told that while still in the time frame it should be deposited soon as it was sent to my bank. This morning(5/5) I contacted my bank and they said there was no money sent from FanDuel so I contacted support again this morning. The person I chatted with this morning told me it had not been sent to the bank. It was approved but still processing. I tried asking why the confusing messages but he told me that there was nothing else he could do and to be patient. Immediately after we disconnected my account was suspended. That feels very suspicious. I contacted support to see what is going on with my withdrawal and then my account was suspended and I still haven't heard from anyone from the accounts team. So, now, not only is the money being held, my account is also not available.I emailed support at 11:48 am and still nothing. They don't contact you in a timely manner, they don't let you know when it is suspended, what the reason is, they just suspend the account and hold the money in the account that is processing, or not processing. It's very confusing and you're not ever given a straight answer from customer support. It tells you to reach out to customer support if your account is suspended, but then customer support says they can't have access to tell you why it's suspended. In the meantime...I'm just waiting for money that's mine and not able to use the account at all.

  Business Response

  Date: 05/14/2025

  We write in response to *** ********* recent consumer complaint regarding Repair Issues (ID #*********.
  
  On 5/5/25  *** ******** reached out to FanDuel Customer Support regarding a withdrawal. After review there was a possible concern with activity made on the account that needed internal review, this resulted in the account suspension.
  
  As a result *** ******** underwent a review by our Accounts team and on 5/9/25 was provided a warning and her account was reopened.
  
  As all information has been relayed to *** ******** FanDuel considers this matter resolved.

  Customer Answer

  Date: 05/15/2025

  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:

  This isn't the same thing they told me. The email I received(5 days later) stated that my canceled withdrawals triggered a red flag. I'd like to know what "warning" means. It's my account. If I chose to cancel withdrawals and keep them in my Fanduel account why should I have to have their approval? In addition...my biggest issue is that suspend the account with ZERO contact when it happens or why. Seems like a pretty simple way to solve if there's concerns about fraud...reach out and ASK! Instead, they hijack your account for as long as they feel like(5 days for this one) and don't ever contact you until it's all over. I sent 2 emails to support and received no response back. It's so unprofessional. 

   

   

   

   

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

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

  Business Response

  Date: 05/20/2025

  FanDuel takes responsible gaming as it's highest priority and due to concerning activity that we found, a standard review was conducted in accordance to our terms and conditions. After the review was finalized, education on the situation was provided as this type of activity can be an indicator of problem gaming.

  Customer Answer

  Date: 05/23/2025

  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:

  Honestly, it doesn't really matter what I say because they will do what they want anyway, but your response is unacceptable. It took 5 days for you to re-open my account with ZERO contact in those five days. Whether your checking for fraud or doing a "standard review" it is bad customer service to just not reach out at all. In addition, why does it take you 5 days to review responsible gambling? Did you all of a sudden discover something on day 5 that you couldn't on day 2? My issue is they suspend the account with no warning and no contact. You're at the mercy of the "Accounts Team" and when they decide you've been warned. 

   

   

   

   

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

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

• Initial Complaint

  Date:05/03/2025

  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 placed bet for $500 *** game , I won Ive been waiting to withdrawal the first withdrawal failed due to my card been temporarily frozen, re did the withdrawal and 8 hrs later they freeze my account with no explanation Ive verified my identity in January and submitted every documentation and photo needed and my account was unlocked successfully and now there keeping my winnings hostage

  Business Response

  Date: 05/10/2025

  To Whom It May Concern,
  
  We write in response to *** ******** ******* recent consumer complaint regarding Refund Or Exchange Issues (ID #*********.
  
  On 05-03-2025, *** ******* account was promptly suspended for comments made to our Customer Support staff that indicated possible Responsible Gaming concerns.
  
  Due to the suspension placed on his account, he was required to undergo a formal account review to ensure he was gaming responsibly on FanDuel. A member of the Accounts Team reached out to *** ****** on May 4, asking him to provide further clarity to comments he made indicating that he needs funds on FanDuel to pay for some of his bills. FanDuel takes Responsible Gaming very seriously and must take all comments that were expressed at face value.
  
  *** ****** addressed our concerns and his account was promptly reactivated on May 6th. FanDuel considers the matter resolved. For any additional assistance, please create a new support ticket with FanDuel Customer Support.

• Initial Complaint

  Date:05/03/2025

  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.

  Today was the first time I have ever been asked to verify my identity via text on the sports betting app. At this time my number is not active so I could not receive the verification code. I contacted support they allowed me to change my number. Im temporarily using a free wifi number which required an additional payment to receive a verification code. Before paying the fee I attempted to change the number again to my brothers number which is an active working number. The representative stated that they could not change the number again. I went ahead and paid the additional fee to get the verification code. I was able to get the code and successfully log in to FanDuel using the TextFree WiFi number. I checked a few pending bets and wanted to make one more wager so I made a deposit. As soon as I successfully made the deposit I was kicked out of the app and my account was suspended. Customer support asked me to verify my identity via ID which I did successfully. They also asked me to provide photos of the cards on file that used to make deposits. I successfully provided front and back photos of three cards used to deposit on the app with my name on it. Customer support is also saying if the cards dont belong to me provide ID of the card owner and why they are funding my account which no one ever has but is totally personal if someone were. Additionally there is a card I am being asked to provided front and back photos of that I do not recall using/having at all. I am being told that my account will remain closed until I provide this card that I do not have but I have provided ID and 3 other cards that are mine. This is absurd what about my money that is tied up on the app?!!? There is no one to actually speak to and customer support is not very friendly or helpful at all. With all of the money that I have spent on the app this is very disappointing and unprofessional. Kind of feels like a scam so I cant cash out and to keep whatever money is left.

  Business Response

  Date: 05/08/2025

  To Whom It May Concern,
  
  We write in response to **** ******** recent consumer complaint regarding Refund Or Exchange Issues (ID #*********.
  
  On 05/03, **** ******** FanDuel account was suspended as we identified activity that required further review. **** ******* reached out to our customer support regarding the suspension on 5/03 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. She did reply and provided some of the requested documents.
  
  Our team has requested additional documentation from **** ******* that has not yet been provided which is necessary for this review to proceed. Once provided, our team can resume this review. 

• Initial Complaint

  Date:05/03/2025

  Type:Sales and Advertising 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 made four deposits totaling $20 on May 2nd 2024 on FanDuel Casino. I had over $100 in ******** when I was abruptly thrown out of the game and logged out unexpectedly. I logged back in to find my winnings and all transaction history deposits, play history and winnings were gone for that day. I spoke with customer support and explained the situation provided proof from my financial institution that I had made four deposits. FanDuel is not doing anything to remedy this issue. I'm so unnerved by this situation. I may not be able to prove the amount of winnings but I can prove that I made four deposits that they said I didn't make. I would like to think I will be refunded for deposits.

  Customer Answer

  Date: 05/04/2025

  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:05/03/2025

  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.

  Fanduel ******** has suspended my account without reason. There system caught inconsistent behavior. I have not violated any rules or regulations, and I have provided them all the documentation they have requested. Since I have provided this information they have not responded to any of my emails. I have over 500 dollars in this account that is being held from me without any assistance from their team on how long they are going to hold these funds or when I can retrieve them.

  Business Response

  Date: 05/04/2025

  To Whom This May Concern,
  
  We write in response to *** ***** ******** complaint regarding their billing issues (ID# *********.
  
  On May 2, 2025, *** ******** FanDuel account was suspended due to gameplay that raised red flags and indicated inconsistent activity. Following this suspension, *** ****** reached out to FanDuels **************** team for assistance, which led to the escalation of the matter to our Accounts Security Team.
  
  As part of our protocol, *** ****** was required to provide verification documents due to the nature of the matter. He cooperated fully and submitted the requested documentation, at which were sufficient.
  After this review process, he was explained the reasoning for suspension, advised of our terms and conditions, and was reactivated as of May 3, 2025.
  
  As *** ****** has been able to login to their account successfully and withdrawal funds, FanDuel would consider this matter resolved.

• Initial Complaint

  Date:05/02/2025

  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.

  Transaction occurred yesterday. Someone used my account and debit card info to complete two deposits on their app and then lose the money. And support opened a claim sent an email for me to upload comments and instantly closed the report they failed to even try to come to an agreement or communicate.

  Business Response

  Date: 05/08/2025

  To Whom This May Concern,

  We write in response to *** ****** ******** complaint regarding their billing issues (ID# **********

  On 5/1/2025, *** ****** ******** account was suspended after they reached out about potential fraudulent charges on their account. Our security team reached out to *** ****** and requested verification, at which he cooperated. After a thorough review, it was found that there was no unauthorized activity found on *** ******** account.

  Subsequently, we attempted to conduct a responsible gaming review; however, we have not received any further communication from *** ******* As such, *** ******** account will remain suspended until we are able to complete our Responsible Gaming review.

  We apologize for any delay and look forward to resolving this issue as soon as we receive a response from *** *******

• Initial Complaint

  Date:05/01/2025

  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 along with numerous other people have been locked out of the Mohegan sun casino online from fan duel. They accept $ but won't allow you to play any of the games. I spent more than a week with help chats and emails to be told it was my device. When I showed them my device could access other accounts and my account was still unable to be accessed using multiple devices they severed ties...refused to issue any refunds or fix the issue. As noted by the screen shot I am just 1 of many with the same issue.

  Business Response

  Date: 05/04/2025

  To Whom It May Concern,
  
  We write in response to ***************** recent consumer complaint regarding Repair Issues (ID #*********.
  
  *** ***** reached out to FanDuel Customer Support for assistance regarding the You cant play right now error.
  
  *** ***** is required to accept the $2500 Lifetime Deposits Acknowledgment in order to resume play on FanDuel. To do so, he will need to do the following:
  
  Step 1: Login to Mobile App
  Step 2: Navigate to the My Account section, which has buttons for adding or withdrawing funds
  Step 3: Scroll down and click the Responsible Gaming section
  Step 4: In the Responsible Gaming (RG) section, scroll down to Deposit Threshold and click the button that says Acknowledge Statement
  Step 5: Read thoroughly through the message and check the box stating you have understood the acknowledgment. Once the box is checked, you may click continue to complete the process.
  
  This should hopefully mitigate the issue *** ***** was originally having. 
  
  Additionally, after further review, and confirming with our third party location provider, it appears *** ***** was previously using a device that was running on Android 13. We ask that he updates his device to the latest version which is Android 15, to avoid any further interruptions or complications, as our application is best suited for the latest update. Failure to do so may result in delays and interruptions in his gameplay. This was already addressed via his outreach to Customer Support.
  
  As the issue has been addressed, FanDuel considers the matter resolved. 

  Customer Answer

  Date: 05/06/2025

  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 used multiple devices to access my account and spent 3 weeks attempting to resolve the problem. Yes changing the acknowledged number of 3500+ has allowed me to once again access games but I spoke with 9 different help desk agents and had 6 email chains. I lost out on countless offers, free spins, events while waiting for a resolution. The only time I got a response was once I got the BBB involved. I'm still upset. If you want to make a customer happy you don't just fix the issue, you make whole any loss (for me that's roughly $60. If that is done I will consider the issue fully resolved and remove my negative reviews. 

   

   

   

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

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

• Initial Complaint

  Date:05/01/2025

  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 am writing to request assistance regarding my FanDuel account. I opened my account on April 27th and used it without any issues for the first two days. However, on April 29th, I was suddenly suspended. I received an email informing me that my account had been suspended and that I needed to upload documents for verification.I promptly submitted the requested documents but have not received any further updates or communication since then. I would appreciate any assistance you can provide in resolving this matter.

  Business Response

  Date: 05/04/2025

  To Whom It May Concern,
  

  We write in response to ******************** recent consumer complaint regarding Refund Or Exchange Issues (ID #*********.
  

  On 04-29-2025, *** ********* FanDuel account was suspended by the Accounts Security Team for suspected Fraud Concerns.
  
  Due to the status of his account, he was asked to upload verification documents in order to verify his identity and start the account review. *** ******** provided some of the requested documents and was once again asked to provide another image of his identification. Once received, his identity was verified and his FanDuel account was cleared from any suspected Fraud concerns.
  
  His FanDuel account was reinstated on 05/04/25. FanDuel considers the matter resolved.

  Customer Answer

  Date: 05/07/2025

  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:04/29/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On the evening of April 25, I deposited $10000 and placed a bet using FanDuel account and later requested a withdrawal. The next day, my account was suddenly suspended without warning, and the withdrawal was blocked. I immediately submitted all the required verification documents as requested by FanDuel support.However, despite multiple follow-up emails, I has received no response or update for several days. My account remains suspended, and funds are still being held by FanDuel, with no clear explanation or timeline for resolution.I believe this is an unfair and unacceptable delay in processing a legitimate withdrawal request. FanDuel has not fulfilled their responsibility to respond or resolve the matter in a timely or transparent way. I am seeking immediate action to either (1) reinstate the account or (2) refund the full amount of money being held.

  Business Response

  Date: 05/01/2025

  To Whom This May Concern,

  We write in response to *** ******* complaint regarding their refund issues (ID# *********.

  On 4/25/2025 *** ******* FanDuel account was suspended for security concerns regarding inconsistent activity.

  He then contacted FanDuels **************** team regarding the suspension, which was escalated to the Accounts Security Team for further assistance. Due to the nature of the suspension, *** ***** was required to supply verification documents to verify his identity.

  At our request, *** ***** provided us with the requested documentation. After a careful review of the given material it was found the material provided was sufficient. Following this review, our team has issued *** ***** a warning and have reactivated their account as of this morning.

  Additionally, as *** ***** has been able to successfully withdrawal funds from their account, ******************** considers this matter resolved.

• Initial Complaint

  Date:04/29/2025

  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.

  April 24th & 25th 2025 While playing during bonus spins game froze and provided different error messages. Contact support and they were aware of issues and discussed my chat. Contact support again today and they are telling me there is nothing they can do and dont see anything stuck. I have screen shots and error messages of proof and cant get and resolution for paying back my losses and potential bonus wins.

  Business Response

  Date: 04/30/2025

  To Whom This May Concern,
  
  We write in response to *** ******* ******* complaint regarding Repair issues (ID# *********.
  
  *** ******* concern was that some Casino games were not launching or that she was being disconnected during a transaction. After review, the majority of the errors *** ***** experienced were in relation to a temporary site-wide issue that caused games to fail to launch. As the games did not launch, no funds were taken. The issue was resolved within 48 hours.
  
  Upon review of her gameplay, any disconnections experienced by *** ***** did not cause any issues with play as all rounds were completed with no errors. We recommend standard technical troubleshooting for connection issues such as updating device software, app version as well as ensuring a strong WiFi connection and a charged device.
  
  Lastly, the submitted "Reality Check" pop *** do not interrupt gameplay either and serve as a responsible gaming tool to ensure users are aware of the time and money spent within a session.
  
  That said, no funds are due after review for the presented concerns. As *** ******* matter has been addressed, FanDuel considers this matter resolved.

  Customer Answer

  Date: 05/08/2025

  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:

  I have played other games on this platform and the same issues occurred while in bonus spins. Freezes and goes back to home page or server issues. Causing loss of bonus or reset to game. In this game the green mummy pops up to spin reels to see if green gem lands and it kicked me out of game and did go back to the feature. So there are many issues not just with the Samurai 888 game but with other games Ive loaded. With troubleshooting and full battery and full WiFi the issue happen. Even exiting out and restarting game these errors occur. 
  

  Thank you. 

   

   

   

   

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

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

  Business Response

  Date: 05/22/2025

  To Whom This May Concern,
  
  We write in response to *** ******* ******* rejection regarding repair issues (Complaint ID#*********.
  
  After review, all rounds were found to be completed without issue and all winnings or voided stakes credited to *** ******* account. *** ***** has been advised of our Terms and Conditions regarding disconnections and troubleshooting. No further funds are owed. 
  
  As *** ******* matter has been addressed, FanDuel considers this matter resolved.