ComplaintsforSleeper

• Initial Complaint

  05/06/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Sleeper is a provider of fantasy sports gaming, where participants like me, play for money. On signing up with Sleeper, the site represented that I could add and withdraw money by credit card. However, after taking my credit card payments many times, I tried to a withdrawal using the same card on May 1 and 2, 2024. Yet, Sleeper failed to process the transaction. My card company did not block Sleeper from sending or refunding money to my card. Sleeper simply refused to process the transaction.Sleeper may have illegally done that, e.g., not according to contract terms, for one or two reasons. First, they want to encourage players to lose money to sleeper instead of letting players self-regulate their gambling. And second, Sleeper attempts to illegally collect further information than agreed to by the customer. That is, I did not agree to provide my personal banking information to Sleeper when I signed up. And it is unfair for them to hold my money hostage until I do.

• Initial Complaint

  04/16/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  Someone stole my debit card information and charged my account. The company did not return my phone calls to resolve the issue.

• Initial Complaint

  02/24/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I deposited $500 into the app and now it doesnt let me withdrawal my money. I dont think this should be allowed its a scam

• Initial Complaint

  01/17/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I opened a sleeper account to place online bets on sports. I loaded money in my wallet to place bets on games. I won and when I went to withdraw my winnings my account was permanently banned. I did nothing to be banned. I verified all my personal information. *** tried to contact a person to see why Im banned and cant withdraw my winnings but no one has provided me any information, assistance or answers.

  Business response

  04/08/2024

  Complaint ID: ******** Refund Or Exchange Issues
  Customer Information: ***********************
  ********************** username: Slkellz58
  User ID: *******************

  
  Summary:
  User contacted our Customer Support Team on 01/29/23 regarding an identity verification issue.
  After reviewing their account, it was discovered that they had duplicate accounts (second
  account with the ***************** and email: ************************** ). Both
  accounts were verified to belong to the same person. As per our Terms of Use , users are not
  allowed to create more than one account, and this was a violation of our terms. The team closed
  the case after informing the user.

• Initial Complaint

  12/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I recently try to withdrawal money in the total of 275 dollars on the 16th via ach transfer from the sleeper app. It was pending until yesterday. I wake up today and my account is suspended for fraud for supposedly sharing accounts. How is that even possible? Its funny I initiated a withdrawal and now Im being accused of fraud. This app is a scam. They took a total of ****** from me.

  Business response

  04/08/2024

  Complaint ID: ******** Service Issues
  Customer Information: ***********************
  ********************** username: casasn
  User ID: ******************

  
  Summary:
  User contacted us 8 times on 11/28/23, inquiring about having multiple Sleeper accounts
  simultaneously. On 12/23/23, the user contacted us again, and our fraud department confirmed
  that they were sharing accounts with other individuals, which is against our Term of Use . Our
  policy prohibits users from creating or attempting to create more than one account. This issue
  was resolved by notifying the user of the violation.

• Initial Complaint

  09/11/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I used a promotion from the fantasy sports advice website FantasyPros to start an account with the fantasy sports platform Sleeper. This promotion advertised a free month Hall of Fame (HOF)-level subscription to FantasyPros with a first deposit on Sleeper. In addition, after completing your first paid competition, you receive a free year HOF-level FantasyPros subscription. I attempted to make my first deposit of $10 using a MasterCard, only to discover they do not take MasterCard. So I then used my **** debit card, but they reset the deposit to the default amount of $100. I did not catch this shady maneuver until after my deposit was completed. I thought, I'd just withdraw the $90 I did not mean to deposit. I contacted customer support and was told it would take 5-7 days for my money to be withdrawable. After 11 days, the funds were still not withdrawable. They informed me that because I had used a promotion, the entire deposit amountall $100had to be used in a paid contest (i.e. gambled) before it could be withdrawn. At no point was this disclosed in the promotion, registration process, or deposit process. I asked the representative to show me in their terms where this is stated. The representative directed me to a link that does indeed state that deposits made with a promotion must be used in a paid contest before they can be withdrawn. I went through the entire promotional, registration, and deposit process again using a new account and verified that at no point was this document referred to or linked to. After threatening to contact BBB and complain to FantasyPros, the company finally refunded my money and then suspended my account "for violation of our TOU [terms of use]." Good riddance. Refusing to allow users to withdraw their own money from their account seems illegal to meit should at least be clearly disclosed in the promotion, registration, AND deposit process. Clearly this company does not care about customer service, only making a quick buck.

  Business response

  04/08/2024

  Complaint ID: ******** Refund Or Exchange Issues

  Customer name: ********************* ********************** username: jdout004 User ID: *******************

  Summary: On 08/29/23, user wrote in to our Customer Support Team inquiring about a Withdrawal/Deposit issue. After our team reviewed the account, it was discovered that the user deposited funds and used a promotional code offer to receive bonus credit on 8/28/23. Our Terms of Use state that the use of a promotional code for bonus funds restricts the account from withdrawing the original deposit without first using those funds on our platform as we provided twice the credit to the customer. However, we made an exception and returned the original funds to the user on 09/11/23 (despite the users acknowledgement and acceptance of our Terms of Use ). The user received double the funds, more than compensating him for his original deposit. The case was then closed by our team.

  Customer response

  04/11/2024

   
  Complaint: 20588991
  
  I am rejecting this response because: The business states that they "returned the original funds to the user on 09/11/23 (despite the users acknowledgement and acceptance of our Terms of Use )." As stated before, at no point in the process of accepting the promotional offer nor in creating a Sleeper account were these terms disclosed or a link to them provided. If the user is liable for agreeing to terms without seeing them, so be it, but not providing the terms for review still makes them a shady business and if they want to resolve this complaint, they should demonstrate how they have rectified this by showing where in the promotional or sign-up process new users can see the terms. They should strive to be completely transparent and specifically highlight that funds deposited as part of a promotion are not recoverable until you have gambled them and not lost them in a game of chance.

  Further, the business goes on to state, "The user received double the funds, more than compensating him for his original deposit. The case was then closed by our team." This implies that they refunded MORE than my original $100 deposit, which is patently false, as evidenced by the attached communication from the business and the attached screenshot of transactions from my bank.

  The business at best made an oversight in providing their terms, and at worst is intentionally deceptive. Their demonstrably false insinuation that they refunded double my original deposit makes me think the latter, and a continue to advice others to avoid this company.
  
  Sincerely,
  
  *********************

• Initial Complaint

  07/21/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I accidentally deposited $700 to the Sleeper app when I meant to deposited $70. Now usually I have deposited $40 or $50 and only use $20 and can withdrawn the unused money back to my bank account. So when I tried to withdraw the $630 back to my bank account it wouldnt allow me to. I contacted support through email, they explained to me that when making a deposit that much it takes 5 to 7 business days before I can withdraw it back to my bank account. Ok no problem I waited 7 business days and still wasnt allowed to withdraw my money. I contacted them again they tell me my wallet has been suspended permanently and I cant make any withdraws or deposits they will refund my money back to me in 5 to 7 business days. Again I wait 7 business days I contacted them multiple times and they act like they dont know whats going on and keep saying they will get back to me. Its been 3 weeks and this whole process has been nothing but stressful.

  Business response

  04/08/2024

  Complaint ID: ******** Refund Or Exchange Issues
  Customer name: ***********************,
  ********************** username: Phat316
  User ID: ******************

  
  Summary:
  On 01/05/23, this user reached out to our Customer Support Team regarding an identity
  verification issue. After reviewing the account, it was determined that the user had violated our
  Terms of Use by conducting excessive deposits and withdrawals without actually using those
  funds to play the game on our platform. This is an internal control rule that was put in place as a
  preventative measure against money laundering. Despite this violation, we refunded the user for
  their latest deposit of $700 on 01/09/23. The user was informed of the violation and the issue
  was resolved.

*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. ↩