Complaints

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:02/27/2025

  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.

  The fantastic sportsbook and casnio lies to me every time wen they say they have fixd something on a game and u dont win a thing hardly the game is all the same it dont refresh and ive been hung up on or disconnected with a chat from the customer service they the promo's on a certain game called capitol gaines are not there they do not run a fair deal and refuse to make anything right

  Business Response

  Date: 03/04/2025

  Dear BBB of North Florida and ******* ******, 
  
  Thank you for bringing this matter to our attention, we sincerely appreciate the opportunity to address the concerns raised by the consumer regarding their casino play. 
  
  Upon thorough review of the complaint, we found the players account to review and completed a look into the specifics of our casino games to better understand the situation.
  
  To rectify this issue, we have taken the following steps: We have reviewed the players account to see if anything stands out based on casino play. No irregularities were found with any of the casino games/rounds.  Additionally, we have provided the player with more information relating to our casino games and operators being regulated by state regulators.  
  
  We understand the importance of feedback, and we are committed to continuously improving our services. We believe that the issue has been fully resolved, and we hope to regain the consumer’s trust and continue serving them in the future. If there are any further concerns or additional assistance needed, please do not hesitate to reach out to us.
  
  Sincerely,
  
  *****, 
  Fan Relations
  Fanatics

• Initial Complaint

  Date:02/24/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have at least 6 charges on my credit card that I didn’t make. I tried contacting the number listed with the charges I’ve been getting the run around. There telling me they can’t find an order number but yet they will not refund my 351.00 my bank contacted me on the day that these repeated charges to see if it was me making them and I told them no I was given 6 different numbers none of them worked I have emailed and still no solution

  Business Response

  Date: 02/25/2025

  Dear BBB of North Florida and *****
  
  
  In order to assist you better, could you please provide us with the following additional information:  If you could provide the first 6 and last 4 of the card used so we can look into this further.
  
  We thank you in advance for your cooperation and look forward to assisting you. 
  
  *******

  Fanatics Betting and Gaming 

  
  

• Initial Complaint

  Date:02/13/2025

  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.

  They taxed my winnings from a 20$ spin on slots on there app when I have lost thousands of dollars and only won a portion back but during my gambling they taxed the income when I was still playing..I never had a chance to even get a opportunity to decide to cash out before they deducted my account with them.when I am already in the red overall i deposited more than I won and was taxed immediately after spin.couldnt even cashed it out before they deducted my account., I was still down how can a private company handle my personal business without even letting me know or even profit first.???I want my money.i got taxed for money that I deposited already how??

  Business Response

  Date: 02/19/2025

  Dear BBB of ************* and *******************,

  Thank you for bringing this matter to our attention, and we sincerely appreciate the opportunity to address the concerns raised by the consumer regarding being taxed on a Casino win.

  When a Casino win meets a certain threshold, the winnings are eligible to be taxed and reported to the **** You can see those thresholds for slots and table games in our FAQ here: **********************************************************************************.

  Per Federal regulations, if you provide us with the information needed to complete a Form W-9, you are eligible to have your taxable amount paid out to you instead of automatically withheld. These guidelines require that we collect a signed Form W-9 to prevent future tax withholdings. 

  Since you have provided your signed Form W-9, all subsequent wins will not have taxes withheld. On 02/14, we refunded the taxes that were withheld from your winnings on 02/12 in the amount of $385.21. 

  You will be issued a Form W-2 G by January 31st of the following year. We expect to mail this form to your verified address. However, we will contact you if we can provide these electronically.

  If you have any questions about Form W-2 ************* please contact a tax professional. Please note: It is your obligation to pay applicable taxes and failure to pay applicable tax liabilities may result in civil penalties or criminal liability.
  
  We understand the importance of feedback, and we are committed to continuously improving our services. We believe that the issue has been fully resolved, and we hope to regain the consumers trust and continue serving them in the future. If there are any further concerns or additional assistance needed, please do not hesitate to reach out to us.

  Sincerely,

  Aidan
  Fanatics Betting and Gaming
  

  
  

• Initial Complaint

  Date:01/22/2025

  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.

  1/15/2025 - I made a deposit $110.00 onto the app and made a sports bet. After the bet won - I tried to withdraw ****** off the app - my withdraw was declined and I was informed that a temporary hold was placed on my account due to unusual activity. Also following that email - I received two emails of manual adjustments on my account which I'm not sure what it is in reference to because I can't log into my account. To help in their investigation, I was prompted via email to verify my identity via link in the email - Also, respond to the email so I could be assisted in reactivating my account. I completed the identity verification and responded to the email and have not heard a single response from support as to when my account will be reactivated. I should have $550.00 in my fanatics account, and I would like to withdraw my winnings.

  Business Response

  Date: 01/27/2025

  Dear BBB of ************* and ***** ********, 
  
  Thank you for bringing this matter to our attention, we sincerely appreciate the opportunity to address the concerns raised by the consumer regarding their account being permanently closed. Upon thorough review of the complaint, we conducted a review into their account and found that their account was permanently banned due to device sharing with a user with active chargeback disputes with Fanatics Sportsbook.

  To rectify resolve this issue, we requested information from the customer to help us fully investigate the matter. When we confirmed the consumer used the same device as another consumer with active chargebacks, we informed them their account would remain suspended until the chargebacks were dropped, and the consumer's account balance was fully refunded on January 15th, 2025. We understand the importance of feedback, and we are committed to continuously improving our services. We believe that the issue has been fully resolved. If there are any further concerns or additional assistance needed, please do not hesitate to reach out. 
  
  Sincerely, 
  
  Teddy
  Fan Relations Fanatics

  
  

  Customer Answer

  Date: 01/28/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: 22843414

  I am rejecting this response because: there has been no chargebacks to any of my bank accounts!!! There has never been disputed charges with any of my bank accounts ! I have zero knowledge of the circumstances in that response.  I have made it clear I have two devices  that have apps downloaded. I have nothing to do with a chargeback situation.  I am a mother of four children and would like my money back from fanatics. 

  Regards,

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

  Business Response

  Date: 02/05/2025

  Hi *****,
  

  Thank you for your response. We understand you have not initiated any chargebacks against Fanatics Sportsbook, however an individual linked to your account through device sharing has an active chargeback dispute. As a result, your account will remain suspended until that linked account's chargeback is dropped. Your account balance at time of closure was refunded back to your original payment method. Thank you for you cooperation and patience. 

  Sincerely,

  Teddy

  Fanatics Fan Relations

  Customer Answer

  Date: 02/07/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: 22843414

  I am rejecting this response because: I have not received any refund from fanatics and as originally stated there are no current or pending chargebacks that are directly linked to me. This is an account that I opened in my name. I would like to know when my account will be reopened so I can promptly withdraw winnings that belong TO ME! 

  Regards,

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

  Business Response

  Date: 02/18/2025

  Dear BBB of ************* and [Consumers Name], 
  
  
  Thank you for your response. I have confirmed your full account balance was refunded to your original payment on January 15th, 2025. The balance on the Fanatics Sportsbook account is $0.00. We understand the importance of feedback, and we are committed to continuously improving our services. We believe that the issue has been fully resolved, If there are any further concerns or additional assistance needed, please do not hesitate to reach out. 
  
  Sincerely, 

  
  Teddy
  Fan Relations Fanatics

  
  

  Customer Answer

  Date: 02/19/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: 22843414

  I am rejecting this response because: there has been absolutely no refund to my account from **********************. There has also been no recent chargebacks to ANY of accounts. So if in fact there was a refund where and what account was this money refunded to. 

  Regards,

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

• Initial Complaint

  Date:01/13/2025

  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.

  Unsuccessful in reaching agent sonce october 13 2024 to dispute charges in amount of ******.

  Business Response

  Date: 02/05/2025

  Dear BBB of ************* and SCHALA ******,
  
  
  Unfortunately we were unable to locate a Fanatics account for you using the below information provided in your initial complaint: 
  SCHALA ******
  *******************************
  
  
  In order to assist you better, could you please provide us with the following additional information: 
  Legal First & Last Name used to create your Fanatics Account
  Email associated with your Fanatics Account
  Physical Address on file
  
  
  We thank you in advance for your cooperation and look forward to assisting you. 
  
  *******
  Fanatics Betting and Gaming
  
  

• Initial Complaint

  Date:01/10/2025

  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.

  Fanatics is stealing money from me. I've been gambling for decades and have been on all the legal sportsbooks for 5+ years since they came to my state. We all know they only let you deposit actually cash but magically they have me a negative balance is $492

  Business Response

  Date: 01/17/2025

  Dear BBB of ************* and ****** ******,

  Thank you for bringing this matter to our attention, and we sincerely appreciate the opportunity to address the concerns raised by the consumer regarding their negative balance.
  We raised the consumers concerns with the appropriate department and have been advised that the negative balance occurred due to a wager that was previously settled as a win, being reversed to a void. This wager was resettled as it was a market that was not regulated to be offered in the state of Tennessee. 

  Our process is to bring all accounts back to $0 whenever a consumers account goes negative due this. Before our team was able to do so, the consumer made a deposit while the account was negative. It appears this was missed by our team, and we did not add the correct amount back. We have since corrected this mistake and added the deposited funds to the consumers account.

  The consumer has since requested to close their account, so it is closed at this time. We can refund this deposit for the consumer, or reactivate their account if they wish to use the funds. The consumer may reach out to ************************************* for assistance with either option. 

  We understand the importance of feedback, and we are committed to continuously improving our services. We believe that the issue has been fully resolved, and we hope to regain the consumers trust and continue serving them in the future. If there are any further concerns or additional assistance needed, please do not hesitate to reach out to us.

  Sincerely,

  Aidan
  Fanatics Betting and Gaming
  

  
  

• Initial Complaint

  Date:01/09/2025

  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 downloaded the Fanatics Sportbook app on my phone. After I downloaded the app I setup me in account with them. I deposit $400 dollars into the account. After the money was deposited into the account ********************** Sportbook suspended my account. I couldn't log back into my account. I didn't get to place no bet with the $400 dollars I deposited into the account. ********************** Sportbook stole my money. I reached out to them and was told to upload ID and face photo after did that no response back from Fanatics sportbook. I did what the representative asked me to do but afterwards no response back from Fanatics Sportbook. I want my $400 dollars back I just want a refund after that I will be deleting Fanatics Sportbook app.

  Business Response

  Date: 01/16/2025

  Dear BBB of ************* and ****** *******,
  
  Thank you for bringing this matter to our attention, we sincerely appreciate the opportunity to address the concerns raised by the consumer regarding your account refund.
  
  To rectify this issue, we will be able to refund the $400 in the consumer's account via check. We require the consumer to confirm their address in order to send out the check. We have emailed the consumer to confirm the address as well and are currently waiting for a response.
  
  We understand the importance of feedback, and we are committed to continuously improving our services. We believe that the issue has been fully resolved, and we hope to regain the consumers trust and continue serving them in the future.
  
  If there are any further concerns or additional assistance needed, please do not hesitate to reach out to us.
  
  *******
  Fanatics Betting and Gaming

• Initial Complaint

  Date:12/16/2024

  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 had an accurate account through ********************** online casino. I won ***** dollars that I tried to withdrawal. After I initiated the withdrawal they denied me and closed my account. They took my winnings and closed my account so I can no longer access any of it. Including the ********************************** my account. With and overall total of ********. I want the money that is rightfully mine.

  Business Response

  Date: 12/19/2024

  Dear BBB of ************* and ****** *******,
  
  Thank you for bringing this matter to our attention; we sincerely appreciate the opportunity to address the concerns raised by the consumer regarding the remaining funds in your account. 
  
  Upon thorough review of the complaint, we found that you were refunded $1,075.00 on 12/15/2024. We refunded the remaining $4,263.00 in your account via check on 12/19/2024 to the verified address on your account. Please allow ***** business days for the check to arrive in the mail, and please note due to the holidays, there may be delays. 
   
  We understand the importance of feedback, and we are committed to continuously improving our services. We believe that the issue has been fully resolved, and we hope to regain the consumers trust and continue serving them in the future. If there are any further concerns or additional assistance needed, please do not hesitate to reach out to us.
  
  Sincerely,
  
  *******
  Fanatics Betting and Gaming.

• Initial Complaint

  Date:12/16/2024

  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 contacted support today and was told a $100 no sweat bet would be added back to my account. It did not appear for me. Then I contacted support again and they talked in circles over and over and couldn't comprehend anything.I then emailed support and they told me that because I did not place a qualifying bet in the alloted time I would no longer be getting the bonus their employee stated I was getting. I did not have time to place a bet because I was busy talking in an endless loop with ******* on support and did not have the knowledge I needed to place a bet.

  Business Response

  Date: 12/20/2024

  Dear BBB of ************* and **** *******,
  
  Thank you for bringing this matter to our attention, we sincerely appreciate the opportunity to address the concerns raised by the consumer regarding the "No Sweat Bet" promotion. 
  
  Upon thorough review of the complaint, we reviewed the players wager history and promotion eligibility to better understand the situation.
  
  To rectify this issue, we have taken the following steps: Reviewed the promotion eligibility as it relates to the promotion. Confirmed that the consumer did not qualify and provided reasoning as to why. We have also provided a credit as a one time accommodation.
  
  We understand the importance of feedback, and we are committed to continuously improving our services. We believe that the issue has been fully resolved, and we hope to regain the consumers trust and continue serving them in the future. If there are any further concerns or additional assistance needed, please do not hesitate to reach out to us.
  
  Sincerely,
  
  Dieon,
  Fan Relations
  Fanatics

• Initial Complaint

  Date:12/02/2024

  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.

  Due to an inadvertent typographical error during the creation of my username when opening my Fanatics Sportsbetting account, I have been unable to access it. After a thirty-day period, the company initiated an identity verification process by sending an email to the invalid email address associated with my username.Upon contacting their customer support, which is exclusively available via email, I informed them of the issue. However, despite my repeated requests, they have consistently maintained that my email address is ***************** without acknowledging my inability to confirm the change through the previous email address.I have sent multiple emails requesting their assistance, but unfortunately, they have either disregarded my requests or directed me to confirm the change, which I am unable to do. To regain access to my account, I require either the email address that was changed to, which is *****************, or my phone number on file.

  Business Response

  Date: 12/10/2024

  Dear BBB of ************* and **** *******,

  
  Thank you for bringing this matter to our attention, we sincerely appreciate the opportunity to address the concerns raised by the consumer regarding account creation. 
  
  Upon thorough review of the complaint, we found that account creation was not completed resulting in a unverified and incomplete account status. 
  
  To rectify this issue, we have taken the following steps: Reached out to the consumer to confirm information required to complete account creation and verification. We are now awaiting a response from the consumer. Additionally, once we have a response and needed information, we will complete the account review to verify. 
  
  We understand the importance of feedback, and we are committed to continuously improving our services. We believe that the issue will be fully resolved, and we hope to regain the consumers trust and continue serving them in the future. If there are any further concerns or additional assistance needed, please do not hesitate to reach out to us.
  
  Sincerely,
  
  Dieon, 
  Fan Relations
  Fanatics