Business Profile

Online Gaming

FanDuel Inc.

Headquarters

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

2,502 total complaints in the last 3 years.
646 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:04/15/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I was notified that I hit over ******* dollars by fandule they immediately took it back and sent me 10 dollars in bonus money I have spent thousands of dollars on this app and I seriously think I'm entitled to more than 10 dollars.
Business Response
Date: 04/15/2025
To Whom It May Concern,

We are writing in response to ***** ********** recent consumer complaint regarding a Casino technical display error (ID #*********.

We can confirm that back on April 12th, some Casino account holders received an email stating Big Win Alert. This email incorrectly showed a message with the user's first name and last initial as a winner in the user's same state. This email was sent in error as it was intended to have the true winner's information, not each individual recipient's information. We have advised *** ******** on this specific error and we apologize for any inconvenience or confusion this display error may have caused. This issue has since been resolved and unfortunately we are not able to provide credit or further compensation for this situation.

As *** ********** conern has been addressed, FanDuel does consider this matter resolved.
Customer Answer
Date: 06/04/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

They might consider 10 Dollars to be good enough compared to ******* dollars but I do not. ******** is my reference number.

***** ********

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

Sincerely,

***** ********
Initial Complaint
Date:04/15/2025
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 April 12, 2025, I received a personalized notification from FanDuel Casino stating that I had won $176,606.24. The message used my real username (***** *. from **) and referenced the win in a format that gave the clear impression that I personally had won this prize.This was not clarified or corrected for over 48 hours. I believed I had won, and the emotional impact was significant. When I contacted FanDuel, they eventually admitted it was a marketing error. They claimed it was meant to showcase another users win, but the automated personalization made it look like the win was mine. Despite this, they offered only a small bonus and stated no further action would be taken.I submitted a formal follow-up message asking for fair compensation and for the case to be escalated to their legal or compliance team. FanDuel ceased communication after that message and never replied.I have documented everything including the original notification, chat transcripts, emails, and FanDuels internal responses. *** also filed a complaint with the *********************************, as FanDuel operates in ** under Valley Forge Casino Resorts license.This situation goes beyond a customer service issue. It involved false representation, emotional harm, and a failure to resolve or communicate responsibly. Im seeking a fair resolution and acknowledgment of the mistake, along with a review of FanDuels marketing practices to prevent this from happening to others.Documentation available upon request.
Business Response
Date: 04/15/2025
To Whom It May Concern,

We are writing in response to ***** ********* recent consumer complaint regarding a Casino Technical Display Issue (ID #*********.

We can confirm that back on Saturday (4/12), some Casino account holders received a notification in error stating ************* and incorrectly showing they had won a prize amount. We have advised *** ******* on this specific error, and we certainly apologize for any inconvenience or confusion this display error may have caused, but this issue has since been resolved. Unfortunately we are not able to provide credit or further compensation for this situation.

FanDuel considers this matter closed.
Customer Answer
Date: 04/15/2025
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: I reject FanDuels response as it fails to adequately address the material harm and legal implications of the deceptive notification I received. The message sent to me via their platform explicitly named my username and falsely claimed I had won $176,606.24. This was not a generic promotion it was personalized, specific, and created a reasonable belief that I had legitimately won a large jackpot.

This incident raises serious consumer protection concerns, potentially involving false advertising and deceptive marketing practices. A small casino bonus does not constitute a proportionate or good faith resolution. FanDuel has failed to take meaningful accountability or offer adequate compensation, and their response demonstrates a concerning lack of responsibility.

I have also submitted a formal complaint to the ********************************* (****), which has opened an investigation into this matter. I remain open to a reasonable and fair financial settlement, but absent further efforts to resolve this, I am fully prepared to pursue this issue through all appropriate legal and regulatory channels.

Sincerely,

***** *******

Business Response
Date: 05/14/2025
To Whom It May Concern,

We are writing in response to ***** ********* recent consumer complaint regarding Repair Issues (ID #*********.

We understand the consumers frustration with this situation. However, it appears that multiple users were impacted by a jackpot notification that was sent in error on 4/12. This issue has since been resolved, and affected users were notified regarding the notification error on 4/14. As a goodwill gesture, all affected users were credited a bonus to acknowledge the confusion caused by the notification error.

While we certainly understand the frustration caused by the notification error, its important to distinguish dissatisfaction from misconduct. The consumer agreed to our terms and conditions which "legally" binds them to our policies when it comes to such errors. Specifically:

Section 14.8. "If you are incorrectly awarded any winnings as a result of (a) any human error; or (b) any bug, defect or error in the Software; or (c) the failure of the relevant games product or the Software to operate in accordance with the rules of the relevant game, then FanDuel Casino will not be liable to pay you any such winnings and you agree to refund any such winnings that may have been paid to you as a result of such error or mistake."

Terms and Conditions: ********************************************************************

With that said, no additional compensation will be provided beyond the bonus that was applied on 4/14. FanDuel would consider this matter closed.
Initial Complaint
Date:04/14/2025
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 started playing casino on fanduel a day ago. I had won $152.00 on one play another play I won $77.00 on another play I won $33.00 and on another i won $29.00. I did a withdrawal and the winnings was suppose to go to my card saved on file. I received a email saying each transaction was approved, but the money was never deposited on my card. I reached out to my bank no transaction and I reached out to Fanduel and they kept giving me the run around. Now I don't know who is running a scam or lying , but if I need to get the local authorities involved I will. You can't tell me it's no way they can't track the funds. I would like someone to help resolve this issue before legal action gets taken . Thank You
Business Response
Date: 04/15/2025
To Whom It May Concern,

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

We can confirm that all transactions were successfully completed to the consumers bank account. We are in direct communication with the consumer and have advised her to carefully review her bank statements for confirmation.

FanDuel considers this matter closed.
Initial Complaint
Date:04/13/2025
Type:Delivery 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.
On 4/9/25 I placed a wager of $7,680 on a tennis game for Set 2 Game 1 of the match between ******* ***** and ***** ******* ***** which occurred on Day 3 of the *** ******* Mens tournament, also on 4/9/25 (attached). My wager selected ***** ***** as the winner of this game. The odds of this bet were -160 for a payout of $12,480. I was told this wager was regraded to a win via email from the trading team on 4/11/25 along with another wager for Set 2 Game 2 of this match which ******* ***** won (attached) and for which I had a wager of ******* to win this game. Since that email from their account team, I have been told by FanDuel representatives that the ********************* is correctly graded as a loss per their trading team and official league results. This is incorrect as the game is publicly available for view via Amazon Prime at the following link:************************************************************************************************* There are two Court 12 Day 3 videos for the above link. One of which is for matches earlier in the day and one of which is in the middle of the *****-***** match. On the aforementioned video, set 2 begins at approximately 27 mins into the video. Upon the culmination of Game 1 ***** is confirmed the winner by a score of ***** at roughly 29:20 into this video. I have presented this evidence to FanDuel and am told repeatedly that Im still wrong despite indisputable evidence to the contrary. I am asking for my wager to be regraded to a win and for my winnings to be deposited into my FanDuel account.
Customer Answer
Date: 04/14/2025
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:04/12/2025
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.
When I contacted chat support for help, they suspended my account right away for no reason with no explanation
Business Response
Date: 04/23/2025
To Whom It May Concern,

We write in response to *** ****** recent consumer complaint regarding Repair Issues (ID #*********.

On 4/12, *** ***** did reach out to our customer support regarding trouble withdrawing funds. As part of this contact, *** ***** did make statements which gave us concerns from a responsible gaming perspective. As a result of those comments being made, *** ****** account was suspended for further review.

We do apologize for the delay in this review taking place.

After this review, our team did decide to reopen *** ****** account with limits in place. This was communicated to *** ***** on 4/23.

FanDuel would consider this matter resolved.
Initial Complaint
Date:04/12/2025
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 login to my account and a notification popped up so I clicked it and thats whats on the attachment. I reached out to customer service and spoke to agent ******* she stated that its just the amount of which the players have won. I then stated that that didnt make sense as they clearly stated my name.
Business Response
Date: 04/16/2025
To Whom It May Concern,

We write in response to **************s recent consumer complaint regarding Service Issues (ID #*********.

On 3/12, **** ********** contacted our customer support team regarding a notification she received showing a big win. Our customer support team informed **** ********** that this would be reviewed and we would follow up with her via email.

After review we saw that this was a wider spread issue that also affected other users. They were receiving this notification despite not placing a wager that did win this amount. This was a technical issue and was not intended.

On 3/14, our customer support team did email **** ********** to notify her of this and provided a bonus due to the confusion this did cause.

FanDuel would consider this matter resolved.
Customer Answer
Date: 04/16/2025
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:

No it isnt because how could something like that happen?

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

Sincerely,

********** ******

Business Response
Date: 04/17/2025
To Whom It May Concern,
We write in response to **************s recent consumer complaint regarding Service Issues (ID #*********.
We have provided **** ********** with our resolution on this matter.

Our stance on this matter remains unchanged and FanDuel considers this resolved.
Initial Complaint
Date:04/11/2025
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.
I was immediately banned on this app after winning money for absolutely 0 reason whatsoever. I withdrew the money and before it could hit my bank account my account on the app was suspended and a customer service *** with horrible service told me the money wont come to me even though I fairly won it
Business Response
Date: 04/12/2025
To Whom It May Concern,

We are writing in response to ******* ****** recent consumer complaint regarding Repair Issues (ID #*********.

The consumers account has been temporarily suspended pending a security review by our Fraud team. Please note that all account balances remain intact during this process.

The consumer will receive an email from our Fraud team with further instructions. We kindly request full cooperation in order to move forward with the review and work toward restoring account access.

At this time, FanDuel considers this matter pending.
Initial Complaint
Date:04/11/2025
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 am filing a formal complaint against FanDuel regarding the suspension of my account and the companys failure to release my funds or respond to my repeated ************ account has been locked for over a month, despite the fact that I submitted all requested documentation promptly and in full. I have contacted FanDuel support multiple times via email, and to date, I have not received any updates, explanations, or resolutions. The lack of communication and transparency has been incredibly frustrating and unprofessional.I am requesting the Better Business Bureaus assistance in getting FanDuel to:******** and resolve my account status,2.Unlock my account, and ********* the funds that are currently being held without justification.I am happy to provide any additional documentation, emails, or information needed to support this complaint.Thank you for your time and help in addressing this matter.Sincerely,***** *** ******
Business Response
Date: 04/11/2025
To Whom It May Concern,

We are writing in response to ***** ****** recent consumer complaint regarding Billing or Collection Issues (ID #*********.

The consumers account was temporarily suspended due to a security alert related to potential underage gaming, which is a violation of our policy. At this time, the account is under active review, and we are in direct communication with the account holder. We kindly ask that they cooperate fully as we work to resolve this matter, including any questions related to the account and its balance.

FanDuel considers this matter pending.
Initial Complaint
Date:04/11/2025
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 hope this message finds you well. I am writing to follow up on the recent suspension of my account. I received an email requesting that I submit certain documents, which I promptly provided within 24 hours as instructed.However, it has now been 24 hrs going on 48 hrs since I submitted the required documents, and I have not yet received any updates regarding the status of my account. I would greatly appreciate any information you could provide regarding the review process and when I might expect to regain access to my account. Thank you for your attention to this matter. I look forward to your prompt response.
Business Response
Date: 04/15/2025
To Whom This May Concern,
We write in response to *** **** ******** complaint regarding their refund issues (ID# *********.
On 4/9/2025 *** ******** 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 a series of verification documents to verify his identity.
At our request, *** ****** provided us with the requested documentation, however, after a careful review of the given material it was found the material provided was not sufficient. Following this review, our team has determined that *** ****** was in violation of FanDuel's terms of use. As a result, the decision has been made not to refund the account balance due to the violation.
As a result, on 4/13/2025 *** ******** account was permanently suspended and was notified of such in a follow-up email. FanDuel would consider this matter resolved.
Initial Complaint
Date:04/10/2025
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 received a promotion from this company that says "4/3 ***, ********* *****, *** ***** $10, Expires: 3 hours", and I am unsure how any normal person is supposed to know what that means. I reached out to customer service representative *******, who just stated "Please know when you click onto the promotion, it does give an explanation of the promotion." When I click on the promotion the message I get says "rofit Boosts increase your payout if you win. Profit Boosts can be all-purpose or restricted to a specific sport, game, or bet type. You cant combine Profit Boosts with Bonus Funds or Bonus Bets. View the expiration dates of your Profit Boosts from your account page." ******* failed to respond to any more questions after that, which implies he does not know what the promotion means either, or FanDuel just has egregious customer service. I reached out to another representative after and got a very similar non-response. The City of Baltimore filed suit against FanDuel's parent company today for a very similar reason, and that is for launching promotions that customers do not understand, and this is a perfect example.
Business Response
Date: 04/16/2025
We write in response to *** ********** recent consumer complaint regarding Service Issues (ID #*********.

We understand the consumer's frustration regarding the launch of a new promotion, which appears to have caused some initial confusion. It seems there was a disconnect during the consumers first interaction with our support team. However, upon reaching out again, our team was able to clarify the promotional abbreviations, allowing the consumer to make an informed decision about whether or not to participate.

Additionally, the consumer continued to engage with our Sportsbook platform and did not raise any further concerns.

Regarding the mention of a lawsuit, we do not have any information available to address or respond to at this time.

FanDuel considers this matter closed.
Customer Answer
Date: 04/26/2025
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 business has failed to say what the "disconnect" was with not one but multiple customer service **** that just completely stopped responding to my questions. They also state that "our team was able to clarify the promotional abbreviations, allowing the consumer to make an informed decision about whether or not to participate". This is false, and if they review the transcript the last customer service *** I spoke with confirmed the promotion was no longer active since it took sooo long to get an explanation/clarification. This was a result of FanDuel's customer service, all I was trying to do was ****** responsibly, and I will probably be punished or banned just for pointing out their bad customer service. Lastly, the lawsuit referenced can be found if you have ******* or any internet search engine.

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

Sincerely,

***** *********

Business Response
Date: 05/31/2025
FanDuel's stance remains unchanged in this matter.

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