ComplaintsforFanDuel Inc.
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
07/08/2024
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
i am still waiting for $45.80.Business response
07/12/2024
To Whom It May ********************** write in response to Sakina Karkat recent consumer complaint regarding Delivery Issues (ID #*********.
The consumer was compensated for the missing pending session in the casino. We have emailed the consumer and provided screenshots showing that the compensation was applied, transferred, and used in Casino games on the same day.
FanDuel considers this matter resolved.Customer response
07/15/2024
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
07/05/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
Fanduel promotes a promo for 4 days to play $50 in blackjack and get 10 bonus back. I opt in and deposit the money with the intention of playing the promo with a fanduel giftcard. They then do a bait and switch and cancel the promotion trying to claim system issues. They then give me 20 dollars but will not honor the rest when we had a contract.Business response
07/06/2024
To Whom It May ********************** write in response to ********************************* recent consumer complaint regarding Advertising Issues (ID #*********.
In regards to all of our promotions it is important that the users are familiar with our terms and conditions: see attachment**
14. Additional Terms
Administration: "Sponsor expressly reserves the right to amend, suspend or terminate this Promotion at any time without prior notice or consent".
The consumer willingly deposited funds to play casino games using a giftcard, and the promotion only required playing $50 or more for a $10 bonus - no deposit was required. ********************** received $10 for each of the 2 days he participated. He was then informed that the promotion had ended for the last 2 days, so he would not be credited if he were to play an additional $50.
We will not honor the remaining days as the consumer did not incur any loss. Our decision is final.Customer response
07/09/2024
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]
The problem now is 2 fold you told me you refunded my ****** but I only got 25 and you suspended my account.
Now lets get into that term. In a contract you can say we are legally selling cocaine. That doesnt mean it is legal to sell cocaine the law comes first. So putting we can legally bait and switch does not mean you can. What you can do is cancel the option to opt in at any time but when you lock my money on the account and force me to play at lower odds then you offered that is the very definition of bait and switch. That is illegal per Pennsylvania's Unfair Trade Practices and Consumer Protection Law (UTPCPL) . Now by acknowledging you put that term in the contract you are admitting to deceptive advertising which is hidden in the terms. So now we need to resolve several things. One is getting my money back to me. Second is getting my account back open. Then you need to take accountability for your actions and apologize. Im not asking for much considering how poorly you have treated me and refused a phone call and even blamed me for trusting you to honor a promotion. None of this is acceptable
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
*********************************
Initial Complaint
07/03/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
After making a deposit on FanDurl on June 4, 2024 in the range of $600, my account was locked by the company moments afterwards. I then received an e-mail from the accounts team requesting documentation that would be used to verify my identity (driver's license, selfie, cards used to make deposits). Despite providing all of the documents requested by FanDuel in multiple e-mails, I have not heard back from anyone on the Accounts team or other members of customer service in weeks. This is unfortunate, given the fact that other sportsbooks that I have used have made every effort to resolve my problems promptly (often within a day). I request that FanDuel allow me access to my account and the deposited money and winnings within it.Business response
07/04/2024
To Whom It May ********************** write in response to ******************** recent consumer complaint regarding Repair Issues (ID #*********.
On 6/3, the consumer's account was temporarily suspended as it appears that his verified account information has some inconsistencies we would like some clarification on.
We communicated with the consumer for more information and just awaiting his reply.
FanDuel considers this matter pending.Customer response
07/08/2024
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
07/03/2024
- Complaint Type:
- Billing Issues
- Status:
- Resolved
Hello,My account was recently suspended on Fanduel for no reason. Ive provided all necessary documentation for verification and even explained that ** married and my maidan name changed but have not recieved any response. My account has even been verified by the system with no reponse from the Accounts Team.This is frustrating since Im a loyal customer of the company and is not recieving communication. As resolution would be prompt responses and my account reactivated soon.User name: ******** Email: *************************** Phone: ************Business response
07/04/2024
To Whom It May ********************** write in response to ***************************** recent consumer complaint regarding Billing or Collection Issues (ID #*********.
FanDuel reserves the right to suspend any account for review if our policy has been violated. In this case, the consumer violated our play-through policy and was temporarily suspended.
As a reminder to all consumers, only winnings may be withdrawn, not deposited funds, free bets, or bonus funds. To withdraw these types of funds, you must play through them and convert them into cash/winnings.
Further cash-out activities that violate our policies may result in additional suspensions or actions against your account.
We have reactivated the consumer's account for immediate use with a warning on 7/4.
FanDuel considers this matter resolved.Customer response
07/08/2024
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
07/02/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
On 7/1 I deposited $500 into my account on the Mohegan Sun App with a 100% match up to $500. I got my match of $500 so there was $1,000 to ****** in the account. I withdrew the $500 shortly after depositing but the $500 match was still there to ****** with. So I gambled that money on the night of 7/1 and won $180. Went to bed planning on withdrawing some the following morning and gambling more (I had 7 days to ****** the promotion bets) but when I woke up my account was suspended. The business asked for verification of my license which I provided immediately and told me I would get an email soon after. It is now hours later and I have received no communication from the Company. Additionally the wires are not showing up on my bank account so I am unsure if I will get my money back.Business response
07/03/2024
To Whom It May ********************** write in response to ******************* recent consumer complaint regarding Service Issues (ID #*********.
The consumer's account was temporarily suspended due to promotion abuse, which is against our policy. Upon reviewing the account and the verification documentation provided, we noticed that ************** deposited funds, received a bonus, and then requested a refund/withdrawal/cash-out without properly satisfying the required ********************. When depositing funds to fulfill a promotion, we ask that you do not request these funds to be refunded, as this can flag your account for suspicious activity.
The consumer's account has been reopened with a warning.Customer response
07/12/2024
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.I still note that I did not violate any terms and conditions of the promotion as there is no provisions in there about not withdrawing the funds you deposited for a set amount of time. It is unacceptable to suspend an account without providing any reason to the consumer and then not being reachable for days to follow.
Sincerely,
*******************
Initial Complaint
06/30/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
This company will take money from you and then when you request to withdraw it they claim ineligible or limit too. High. I accidentally deposited $755 and it deposited within 3 seconds of hitting deposit. I realized my mistake and tried to withdraw $700 of the money that just went from my bank account to ********************. They are now saying either my withdraw was over their limit for withdraws or that my money is ineligible to be withdrawn. This is bad business. This feels like they are stealing my money. This should not happenBusiness response
07/03/2024
To Whom It May ********************** write in response to ************************* recent consumer complaint regarding Advertising Issues (ID #*********.
We found that the consumer deposited $755 to FanDuel on 29/Jun/2024 at 16:11:56 and then subsequently tried to withdraw $700 on 29/Jun/2024 at 16:12:24. Due to Nuvei, the withdrawal could not be processed. This decision was made by *****, not FanDuel. Ultimately, the consumer was able to withdraw their funds in increments successfully.
We ask that the consumer reviews his deposits before submission to avoid this issue in the future.
FanDuel considers this matter resolved.Initial Complaint
06/30/2024
- Complaint Type:
- Billing Issues
- Status:
- Resolved
Fanduel suspended my account for unresaonable cause. Ive provided all necessary documentation to confirm my identity and I have not recieved any reponse from the Accounts Team for days to resolve this issue.Marriage Name: ***************************** Maiden Name: ********************************* Email: *************************** Username: ******** Phone: ************ Please provide a reponse as soon as possible.Thanks,********Customer response
06/30/2024
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
06/30/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Good morning BBB , I have been using FanDuel as my sportbooks ever since it was legal in my state . I have lost about $45,000 at some point and slowing starting to win some of my money back . On July 27 FanDuel offer me a deposit bonus which I took advantage of and deposited $4000 but withdrawal the money couple hours later due to bills coming up . The next morning I got a email stating that my account is suspended due to inconsistency activity and want me to verify myself . I send in my ID and a picture of myself . On July 28 a accounts team member emailed me back saying they suspended me because there was multiple account logged in on the same device , I have explained to them that my father just came to the america and doesnt know English nor have a bank account , so I created a account for my father and let him use my bank account until he is able to get his own . Another reason why is because he doesnt know English , so placing bets on a ENGLISH only platform is nearly impossible for him , so I thought logging him in my device and placing bets for him and translating for him was the best thing to do at the moment . FanDuel gave me a hard warning for the activity after I explained the situation to them , but it has been 24 hours and I still havent heard back from them , I have contact support and they couldnt help and just telling me to wait patiently. I personally feel like they have suspended my account because Im starting to win and they are preventing me to do so , they dont suspend my account when I deposit $10,000 and loses it . This experience have been really frustrating because I have my money in FanDuel and couple bets still spending and they have withholding my money . Please help me escalate for a solution . Thank you so much !Customer response
06/30/2024
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
06/29/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
I reached out twice to chat and both agents prematurely disconnected my chats without advising next steps.. **** and ***** are the chat agents. I was asking for a courtesy adjustment of $50 from a bonus email I received.. deposit $100 get $50 instantly. However the email about the bonus was received a short time after I deposited the $100. I asked for a courtesy credit since my deposit the bonus email was in short hours of each other. My play history shows well over $20k ytd. I was not helped not informed of next steps. I had to reach out a third time to ask. Then j email and ask to speak to a manager 4 times and ****** is just giving me some AI response.Business response
07/09/2024
To Whom It May ****************** write in response to *********************************** recent consumer complaint regarding Advertising Issues (ID #*********.
On June 29, 2024, 4:58 PM, ******************** was emailed a deposit promotion. This promotion is for customers to make a total minimum deposit of $100 on FanDuel Casino and receive a $50 Casino Bonus.
******************** opted into this promotion on June 29, 2024 at 6:03 PM, within this time period (that is when she opted into the promotion until the end of the 72 hours of the promotion) she did not make a $100 deposit making her ineligible to receive any Casino bonus credits.
******************** did place a $100 deposit on June 29, 2024 at 12:53:19 p.m. ET, unfortunately, this deposit was made prior to the opt-in of the promotion. This deposit would not qualify for the promotion as it took place prior to her receiving the promotion, and before the opt-in for the promotion.
As ******************** was informed she would not be receiving the casino bonus due to the deposit being made prior to the promotion opt-in, FanDuel would consider this matter resolved.Initial Complaint
06/28/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
Hello, I requested a $1,000 withdrawal from my FanDuel Sportsbook account at approximately 1pm on 06-27-2024. Later that day I asked how long it would take for these funds to be in my bank account and was told 24 hrs. That customer service chat member then instantly ended my chat, and suspended my account. I then talked to a different chat team member who said it may take ************************************************************************************************************** info on my account suspension but Im not being allowed to communicate with them whatsoever. I asked for a supervisor and replied to his email that he sent and havent heard back. Why am I being suspended for asking when my funds will be received? I mentioned that I was wanting to know when I would receive these funds as I had planned on using these funds for groceries but I had a different debit card that I could use, but was trying to figure out which debit card I should use for my grocery purchase. I would never bet money used for needs or bills. I received an email stating that my account was being suspended for unusual activity but nothing was unusual and when I asked a team chat member they said that was issued in error. Why am I being sent wrong emails, given conflicting answers from the chat members, and why can I not be told why Im being suspended and why I cant communicate with the group that is investigating this matter? I need answers and ** already missing out on bets that I could have placed tonight on baseball games!Business response
07/03/2024
To Whom It May ********************* write in response to Mr. ********* recent consumer complaint regarding Refund Or Exchange Issues (ID #*********.
On 06-27-2024, ******************** made the following concerning comments to our Customer Support staff, while inquiring about a pending withdrawal, which signaled that he was not gambling in a responsible manner:Is there any way to expedite this withdrawal as I need these funds kinda badly atm
Its for groceries
I put the money in there to collect the deposit match bonus
Due to the above comments made by ********************, his account was suspended to mitigate further play, and his case was escalated to the Accounts Team for a formal Responsible Gaming account review. He was asked to address and provide further clarity on the statements he made, and was given a warning for this exhibiting this type of behavior. His FanDuel account was reinstated as of 07-03-2024.
FanDuel 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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business.
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
2,261 total complaints in the last 3 years.
942 complaints closed in the last 12 months.