ComplaintsforFanDuel Inc.

• Initial Complaint

  06/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Went to ********* for a guys weekend and set up a fanduel account to bet a couple games and get the free play. After I got the free play and placed the bet they suspended my account after both bets I placed started. Both bets I placed were up and they suspended my account b4 the game finished and havent unlocked my account. Every time I try to talk to support it closes my chat and says support will email me. ****** got a email and account is still locked.

  Business response

  06/22/2024

  To Whom It May ********************** write in response to *************************** recent consumer complaint regarding Service Issues (ID #*********.
  
  
  On 6/21 the consumers account was temporarily suspended for a deposit verification this is standard for security reasons. Our Fraud team will reach out to the consumer to start their review.

  Customer response

  06/24/2024

  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

  06/21/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My FanDuel account was hacked and an email bomb sent to my email. The hacker deposited money and withdrew money. They suspended my account and are asking for proof of identity in a way I see as a scam. The email from FanDuel Group is asking for photo of my debit card used front and back, a photo of myself holding a piece of paper with the date on it, and upload my drivers license.

  Customer response

  06/27/2024

  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

  06/21/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  6/20/2024: Deposit made in the amount of ***** Bet ID: 0/********/*******. Placed 6/20/2024 7:12PM ET BBB,I placed a wager on a CFL Football game. The Montreal Alouettes beat ****** ***** and covered the -6.5 spread so I won the bet in the amount of *****. I went to withdrawal the amount & in my Fanduel account i received a ticket #**************** which reduced my balance to zero then received several emails stating my dedit card request was not successful. The transaction reference #********* stated the funds would be returned to my account at 1:09 AM, but at the same time another email stated my withdrawal request will be completed in 24 hours with the same reference number. The debit card they have on file works fine. My playable balance is $0.00. so even if there was a technical, unknown as like **** on chat said what is known is that I won a **** ********************** has decided to give me the run around regarding the withdrawal. I have screenshots of the group chat as well.

  Business response

  06/22/2024

  To Whom It May ****************** write in response to *********************************** recent consumer complaint regarding Refund or Exchange Issues (ID # *********.
  
  On 6/20 at 10:50pm, ********************** won $57.27 for Bet ID# O/*******/*******. A withdrawal in the amount of $57.27 was initiated at 10:52pm and so the account balance was amended to zero.
  
  Seems that an issue occurred with the withdrawal email confirmations. This was quickly investigated by our engineers and resolved. This did not impede the withdrawals as they continued to process within the appropriate timeframe.
  
  When ********************** processed his withdrawal, our engineers were still working on fixing the issue with the withdrawal confirmation emails. This resulted in ********************** receiving several emails regarding his withdrawal.
  
  We do our best to make sure that the app runs smoothly 24/7 for all customers to have an uninterrupted experience and are truly sorry for the inconvenience this caused. It's not ideal when these things happen, and we always work quickly to resolve.
  
  ************************ withdrawal processed within the allotted timeframe of 24 hours for a debit card withdrawals. The withdrawal was completed on 6/21 at 12:10p.m. which was well within 24 hours as it was requested on 6/20 at 10:50pm.
  
  On our site we state the following regarding withdrawals so that our users can make an informed decision when choosing the option that works best for them:
  
  Large transactions may take additional processing time, but often, withdrawals can be instant. Here's a timeline of what to expect depending on your method:
  
  Debit card: up to 24 hours 
  
  PayPal/Venmo: up to 24 hours
  
  Online Banking: 3-5 business days
  
  FanDuel Prepaid Play+: up to 24 hours
  
  Cash at Counter withdrawals are typically processed within an hour, but larger withdrawals may take up to 48 hours. You will be notified by email when your cash is ready for pick up.
  
  Check: 7-10 business days
  
  ********************** is not owed any funds at this time as his withdrawal was successfully processed. We do apologize for the inconvenience and confusion caused by the withdrawal confirmation emails. FanDuel, would consider this matter resolved.

  Customer response

  06/24/2024

  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

  06/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This has happened before but on 6/17 I logged into my account, deposited money and as I was submitting ******, Fanduel logged me out my account and suspended my account. At this point I was unable to log in, this made it impossible for me to manage my ******, withdraw funds or perform any task. These actions cost me money and I am demanding a full refund. Ive been locked out of my account for 24 hours now and can not retrieve my money from my account which was needed.

  Business response

  06/20/2024

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

  On 06-17-2024, ****************** FanDuel account was suspended by the Account's Security Terms for suspected Deposit Fraud. Due to the nature of the suspension on her account, ******************** was asked to upload verification documents in order to verify his identity and start the account review process.
  

  On 06-18-2024, **************** was able to comply with our requests and his account was reactivated. Shortly after, his FanDuel account was suspended at 7:01 PM as he attempted to initiate another Deposit from **** card ending in -5662.
  

  Due to the duplicate suspension, a member of the Accounts Team, reached back out to ****************, and  he was cleared from Deposit Fraud concerns. His FanDuel account was reinstated on 06-19-2024.
  
  After further review of his deposit history, we would suggest **************** utilize the following tips when making future deposits:
  Stacking- Due to the number of successful deposits made on your account within a small period of time, it raised a flag within our system and caused a suspension to ensure this is authorized activity. Rather than initiating 5 $10 deposit in a day, we would recommend making 1 $50 deposit instead.
  

  Multiple Declines- Due to the number of declined deposits within a small period of time, it raised a flag within our system and causes a suspension on your account for review. We would recommend reaching out to your Bank/Payment Merchant if your deposits are declined to ensure they are not blocking the transaction on their end.
  

  Frequent Card Changes- **************** currently has multiple cards hes used on file. We would recommend using the 1-2 of the same cards consistently, as using multiple different cards in a short period of time can be flagged in our system for possible unauthorized activity behavior.
  

  State/Wagering Mismatch- **************** is playing and using Payment Methods that belong in IL, but his verified address on his FanDuel account is listed in CA. Due to the mismatch in states, this activity can be flagged in our system for possible unauthorized activity.
  
  **************** was rightfully upset that his account was suspended shortly after making a Deposit, however our system has security protocols in place to ensure your account and your funds on your account are safe. We sincerely apologize for any frustrations through this ordeal, but we are glad to see that his account has been reactivated, and he has resumed play.
  
  During his suspension, his remaining funds on the account were refunded back to their original payment method on 06-19-2024 for the amount of $150 SBK Deposit and $10 FaceOff Deposit. He was advised that he should see the funds process within the next 3-5 business days.
  
  FanDuel considers this matter resolved. 

• Initial Complaint

  06/15/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Subject: Missing Funds in Reactivated Account I hope this message finds you well.My FanDuel account was recently deactivated, and I had a balance of $1678 at that time. I am pleased to inform you that my account has now been reactivated. However, upon logging in, I noticed that the $1678 is missing from my account balance.Could you please assist me in understanding what happened to these funds and how this issue can be resolved? I would appreciate any information or guidance you can provide regarding this matter.Thank you very much for your prompt attention to this issue. I look forward to your response.Best regards,*************************

  Business response

  06/19/2024

  To Whom It May ****************** write in response to ************** recent consumer complaint regarding Billing or Collection Issues (ID # *********.
  
  11/27/2023 *** ******** FanDuel account was temporarily suspended for a Responsible Gaming review because of concerning comments made regarding affordability.
  
  11/30/2023 at 11:55pm, ****************** emailed our Responsible Gaming team and requested a check for his remaining balance of $1,678.00.
  
  12/2/2023 at 10:08 pm Our team replied and stated, Weve gone ahead and initiated a check withdrawal for your balance of $1,678.00. Please allow 10 -14 business days for receipt.
  
  A second email followed, advising ****************** that his FanDuel account would be suspended for a period of 6 months due to Responsible Gaming concerns. However, he could reach back out to us after 6/2/2204 for reactivation.
  
  At 10:11pm ****************** acknowledged receipt of the email and said, Thank you, can I use my FanDuel again now Im ready to get back using best gaming app.
  
  Between 12/2/2023 and 6/2/2024, ****************** did not inquire about the check withdrawal nor is balance.
  
  6/2/2024 ****************** reached out to FanDuel customer support via email for reactivation of his account. After we completed a Responsible Gaming review and imposed deposit limits, *** ******** account was reactivated on 6/11.
  
  6/11/2024 ****************** inquired about his previous balance of $1,678.
  
  6/12/2024 at 12:32pm Our team replied and informed ****************** that a check was sent for his remaining balance to his verified address in December. He was notified of this withdrawal via email on 12/2, which he acknowledged.
  
  In addition, we confirmed with our Payments team this check was signed and cashed on 12/19/2023.
  
  Our team advised, ****************** if he believes the check was intercepted, fraudulently cashed and his signature forged, then we recommend that he contact the local authorities to file a report.
  
  As we have confirmed ********************** remaining balance of $1,678.00 was sent to his verified address via check, signed and cashed, FanDuel would consider this matter resolved.

• Initial Complaint

  06/14/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Wager Not Honored2 Yahoo /Sent ****** **********************:********************* To:FanDuel Support Thu, Jun 13 at 9:46 PM I placed the ***** bonus on the hockey team the Florida Panthers!!!!!!!!! I saw where the - sign was in front of the Edmonton Oilers so I chose the Panthers with the + sign and placed my wager! When I went to look at my bets placed the entry was erased just that quick! Someone switched my wager! I should have won the ****** that came with the Panthers winning!I'm not stupid! I know what I put my money on and someone or one of your controllers switched my wager! I never place a wager on a - symbol, never! That - symbol represents the underdog supposedly to possibly be the winner! What is going on with you guys? I placed a straight wager on the Panthers l!!!!!!! I placed a wager for a tie between the two hockey teams. I believe I have been cheated out of my winnings and yes I was watching the game!!!!!!Someone placed a wager for the Edmonton Oilers with my money and it wasn't me!Game ID: 0/*******/******* I placed a wager for a tie Game ID: 0/*******/******* I placed a wager for overtime Game ID :0/*******/*******

  Business response

  06/18/2024

  To Whom It May ****************** write in response to ******************************* recent consumer complaint regarding Delivery Issues (ID #*********. 
  
  On 6/13/2024, **************** reached out to customer service regarding 3 placed ****** for the Florida Panthers @ Edmonton Oilers game played on 06/13/2024.  
  
  She selected, Will there be overtime to which she selected Yes, this wager was correctly settled as a loss. 
  
  60 Minute Moneyline (3 way) which she selected tie, this wager was settled as a loss. 
  
  And last she selected Edmonton Oilers on the moneyline, to which this wager was also settled as a loss.

  As mentioned, she reached out to customer service regarding these ****** and she was correctly advised that FanDuel does not have the ability to alter any wager once the ****** have been accepted by the customer. Please further note, ******************** does not have the ability to place a wager for a customer, alter, modify, or change a wager once a wager has been placed by the customer. 

  Per ********************* Terms and conditions Section 8.4  It is the customers responsibility to ensure that all of the details of their Bets are correct. Once a Bet has been confirmed by FanDuel Sportsbook, that bet cannot be cancelled by the customer. 
  
  As ****************** ****** were correctly settled as losses and as no money is owed to **************** relating to these ******, FanDuel would consider this matter resolved.  

• Initial Complaint

  06/12/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  There are many problems. I bet the entire tennis game below. Cash out not guaranteed but was available for EVERY GAME AND EVERY POINT up until this wager. The slow system, lack of transparency as I only get emails from them, nobody calls me when I ask to speak with a supervisor, unfair business practice and putting me at a bigger disadvantage with their slow internal system and app are just some of the reasons I want my money back for what I wagered and they stole from me. I am ok losing money but I am not ok with them taking it from me without a fair wager. This is just one of the many ******.

  Business response

  06/18/2024

  To Whom It May ****************** write in response to ******************************** recent consumer complaint regarding Refund Or Exchange Issues (ID #*********. 
  
  *************************** placed 2 separate ****** on the tennis match ********************************* v ***********************************, which was played on 06/12/2024. The market he selected for both ****** were Set 2 Game 1 Winner , where he selected *********************************.  These 2 ****** settled correctly as a loss.
  
  For FanDuel House Rules Reference: ***************************************************************************************************
  
  ***************************, has reached out to customer service multiple times regarding these wager and was correctly advised that per FanDuels house rules, Cash Out is not currently available on all FanDuel Sportsbook markets" "FanDuel Sportsbook will not be liable for any losses that *** arise from the cash out feature being unavailable for any reason.
  
  These 2 ****** were settled correctly as a loss, and as mentioned, Cash out will not always be available for every market. FanDuel House Rules also state FanDuel Sportsbook reserves the right to suspend or disable the Cash Out feature at any time.
  
  As no money is owed to *************************** due to the correctly settled ******, FanDuel would consider this matter resolved. 

• Initial Complaint

  06/12/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had created my first online betting account on ******************** today and i decided to place a bet on the upcoming wnba game, while doing so i had placed a bet twice on the wrong because of how confusing and disorganized the app is. While trying to get my money back and change my bets my account was suspended for who knows why, i spent hours trying to figure out how to get in touch and find a way to get my account unsuspended before the time of the game but it was to no use because fan duel support is utterly useless. No help to be found at all, the game came and went and the team who i originally meant to place the bet on had one and i had lost my money all because of fan duel. im furious that this is legal and i demand a refund of every cent i thought i was investing into a legitimate business.

  Business response

  06/18/2024

  To Whom It May ****************** write in response to *** *********************** recent consumer complaint regarding Refund Or Exchange Issues (ID #*********. 
  
  On 06-11-2024, *** ******* FanDuel account was suspended for security concerns regarding inconsistent activity relating to deposit transactions.
  
  On 06/12/24, **************** 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 her identity.
  
  An email was sent to **************** requesting for verification documents on 06/12/2024, to which there was no response provided.  
  
  As this information is needed in order to proceed with FanDuels accounts teams review, the account will remain suspended until a response and information is provided.  
  
  

• Initial Complaint

  06/10/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Company does not stand behind there promotions . Company has many issues with there app that is used . They steal thousands of dollars and say oh no our app wasn't the issue it is your connection no matter the internet speed . I have multiple screen shots and recordings of the issues and have asked for a manager and complained only to get punished .

  Business response

  06/12/2024

  To Whom It May ****************** write in response to *********************** recent consumer complaint regarding Contract Disputes (ID #*********.
  
  On June 10, 2024, at 10:30:09, the consumer reached out about a Deposit Bonus promotion he was not credited for. Our telemetry data shows the consumer opted in after making the required deposit, which is why the bonus was not awarded. The consumer opted into the Deposit & Get promotion at 20:38:35 on June 9, 2024, but made his deposits before this time. Additionally, the promotion required a $200 deposit, but the user only deposited $65 that day, making him ineligible for the payout.
  
  We also observed that the user has opted into many promotions and was paid out for these. He can view all his bonuses/free spins from the promotions in his transaction history for reference.

  FanDuel considers this matter resolved.

• Initial Complaint

  06/09/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  5/9/2024 I had received a bonus but it froze onscreen and when I contacted customer support they acted like it was no big deal but honestly when u win a bonus u should be able to get the bonus they have no problem taking my money but it was said by there employee that they paid out the bonus but if I had there wouldn't be room for complaint and I may have been able to win the jackpot in my spins for the bonus feature and I don't know how they say that there a bonus awarded if there was no bonus played and where they would come up with the number to pay out if it is truly random

  Business response

  06/13/2024

  To Whom It May ********************** write in response to ********************* recent consumer complaint regarding Advertising Issues (ID #*********.
  
  
  On June 9th, the consumer reached out regarding a casino game that froze during a bonus round. It was advised that the game would continue to play in the background, and any winnings would be automatically applied. Upon reviewing the gameplay, we confirmed that there were no winnings from the bonus round played. Therefore, there are no funds to provide to the user in this instance.
  
  
  ******************** considers this matter 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. ↩