Complaints

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

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• 

  FanDuel Inc.

  19 Union Square West New York, NY 10003-3304

• 

  Fanduel Sportsbook at The Greenbrier

  101 Main St W White Sulphur Springs, WV 24986-5063

• 

  FanDuel Casino

  1160 1st Ave King of Prussia, PA 19406-1355

• 

  FanDuel Sportsbook - Louisiana

  5050 Williams Blvd. Kenner, LA 70065

• 

  TVG Network

  6701 Center Dr W STE 160 Los Angeles, CA 90045-1558

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:10/06/2023

  Type:Billing 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.

  Hello.Begging in August, I participated in sports betting with Fanduel. Within a month (Early September), I had given it up and closed down my account. Three weeks following that, I received attempted charged of $25, $50, $10, and $10 to my bank account which were declined. The following week (Today), I received a collections notice from Indebted for these amounts. Fanduel has made no contact with me attempting to collect the debt and has not waiting 6 months.

  Business Response

  Date: 10/17/2023

  To Whom This May ****************** write in response to ************** recent consumer complaint regarding Billing or Collection Issues
   Issues ID #********.
  
  Between 9/1 - 9/16, there were 76 deposit attempts on *** ****** account. In regard to deposit attempts made via PayWithMyBank, FanDuel uses a third party company (Trustly) to process these deposits. 
  
  Trustly has explained that for **************, the returns were for Non Sufficient Funds. In NSF scenarios, Trustly processes Representment up to two times to recoup the funds and the attempts are unsuccessful. Due to this, ************** was sent to Trustly's partner, Indebted for the collections process. The first contact ************** would have received is from Indebted.
  
  As all information have been relayed to **************, in regard to his collections letter, FanDuel considers this matter resolved. 

  Customer Answer

  Date: 10/18/2023

  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:10/06/2023

  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.

  There was fraudulent transaction done on my bank acct from ********************** which I never signed up for . Attempting to get customer service to assist was impossible *** the number they gave is never answered .

  Business Response

  Date: 10/12/2023

  To Whom It May ****************** write in response to ******************************* recent consumer complaint regarding fraudulent charges made on her debit card by FanDuel
  (ID #*********.
  
  On October 5th, 2023, ****************** attempted to contact our customer support team via chat at 12:56 p.m. and again at 1:24 p.m. but failed to connect with a live agent.
  
  Following the receipt of ****************** BBB complaint, our accounts team followed up with her on October 8th at 4:54 p.m. via email. The accounts team requested additional information that would help us locate the fraudulent transactions reported.
  
  When we didnt hear back from ******************, another follow up email was sent on October 10th at 1:53 p.m. requesting additional information in order to locate the Fraudulent transactions. ****************** responded to our email that day at 9:15 p.m. and provided the last 4 digits of the card that was compromised along with the amount that was taken.
  
  Once our team received this information from ******************, we immediately located the transactions in question and provided a full refund in the amount of $380 by 9:35 p.m. on October 10th. The refund was processed just 20 minutes after receiving the necessary information from *******************
  
  ****************** was notified of the refund via email on October 10th at 9:37 p.m. and thanked our team for their assistance. The accounts security team has taken the appropriate steps to prevent further action from being taken.

• Initial Complaint

  Date:10/06/2023

  Type:Service or Repair 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.

  I deposited on FanDuel on line casino , they have a promotion called play it again and give u up to $1000 of your loses back in the first 24 hours of play , I deposited multiple deposits and lost around $1500, they sent me an email saying my account was suspended due to inconsistencies and needed to verify my identity to send documents of my ID and bank cards used to make the despots and a picture of myself holding a piece of paper with todays date on it so I did that on September 28th and u have heard nothing back and still cant login to my account and support does not answer and they owe me $1000 of my loses from the first 24 hours.

  Customer Answer

  Date: 10/07/2023

  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:10/06/2023

  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.

  My twin brother and I were referred to Fanduel by a family member. We made big bets on some football teams and I ended up winning **** and my brother won ****. After we won and withdrew the money they suspended both of our accounts for no reason. They took money off both of our checking accounts but its been over a week and we have not heard from Fanduel. Both have contacted them through chat and through e-mail. They asked me to send a picture of mystery id, the date written on a piece of paper and me holding the paper, and all my methods of deposit. My brother was asked to send it three times. Only thing I can think of causing this is because were twins and were referred by the same family member, but we live at two different addresses and obviously dont share the same banking accounts. **************** has no answers and says that another department tracks this but doesnt know when they should reach out to me.

  Business Response

  Date: 10/11/2023

  To Whom This May ****************** write in response to ******************** recent consumer complaint regarding Service Issues (ID # *********.
  
  On 9/30 the user created their account, started depositing, and began their play. Later that day, their account was flagged for suspicious activity and suspended. Following the suspension, they reached out to Support via chat. The user was advised that their account would be raised to the Accounts team who would follow up via email.
  
  The Accounts team sent the user an email requesting verification documents on 10/2. The user was able to follow up with the requested documents. Once reviewed, the Accounts team reached back out to the user with further questions for clarification. After providing the necessary clarification, the users account was reactivated on 10/11.
  
  We apologize for any inconvenience. At this time, the users account has been reviewed, it has been reactivated, the user has been able to withdraw their winnings, and we consider the matter resolved.

• Initial Complaint

  Date:10/06/2023

  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.

  Suspended my account for no reason. Contacted them for a week straight with no response. I was asked to send a picture holding todays date and my id two different times and have heard nothing, **************** rep says a different team handles these types of cases and that they dont have an ETA on completion.

  Business Response

  Date: 10/12/2023

  To Whom It May ****************** write in response to ***** ********* recent consumer complaint regarding their FanDuel Account being suspended (ID #*********.
  
  On September 30th 2023, ***** ********* FanDuel account was suspended due to suspicious activity that was flagged by our system. ***** ******** contacted our customer service team that day via chat to inquire about the reason for the account suspension.  ******************** Team advised that the account was suspended due to suspicious activity and the case 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 both their identity and previous activity.
  
  On October 1st at 4:07 p.m. we reached out to ***** ******** via email to request specific documents to verify their identity and confirm their account activity. Unfortunately, we didnt receive a response.
  
  On October 5th at 6:13 p.m., ***** ******** contacted customer support via chat for an update and was escalated to the Accounts Security team. We sent out our request for verification documents for the second time on October 6th at 6:31p.m. ***** ******** responded via email that day at 6:43pm, stating they had sent over the requested documents. Unfortunately, the documents were not received.
  
  A member of our accounts security team reached on October 10th at 3:10pm and requested the verification documents once more. ***** ********* replied at 3:20 p.m. upset that the previous documents were not received, and our team explained that we would need them resent to continue with our review. ***** ******** then sent the necessary documents at 9:01 p.m.
  
  After our team reviewed the information submitted by ***** ********* there were several follow up emails sent with additional questions. Our team found that ***** ********* account was linked to other FanDuel accounts via pay method and device. This is a violation of our terms and is not permitted.
  
  Following a final review of all the information provided, ***** ********* FanDuel account was reinstated on October 11th. We advised ***** ********* per our terms, users can not ***own/share devices or payment methods when accessing or adding funds to their FanDuel account.
  
  ***** ******** has since accessed their account. ******************** would consider this matter resolved.

• Initial Complaint

  Date:10/06/2023

  Type:Sales and Advertising 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 to be a new FanDuel Sportsbook member, make a deposit, make a $5 bet, and receive $200 bonus bet. I never received $200 bet. They state because I played daily fantasy previously in ******** that I am not a new member to their ******** gambling Sportsbook. Two very different accounts. Legislation had to be passed for Sportsbook to be added to ********.

  Business Response

  Date: 10/06/2023

  To Whom It May ****************** are writing in response to *********************************** recent consumer complaint regarding Advertising Issues (ID #*********.
  
  ****************** contacted our customer support team with concerns about not receiving his bonus for the New User Bet $5 Get $200 promotion. Regrettably, he was provided with incorrect information, and he indeed qualified for the promotional payout as he verified on September 30th with Sportsbook.
  
  We have promptly applied the $200 bonus to ********************** account on 10/6/2023. We trust that this resolution will address his inquiry satisfactorily. FanDuel considers this matter resolved and appreciates the opportunity to address the concerns and provide clarity on our processes to the consumer.

• Initial Complaint

  Date:10/06/2023

  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.

  My account was suspended multiple times during 2023. You have to jump through multiple hoops to help with any issue. If you have an account problem, it will rarely get resolved in a timely manner. If you ask for a supervisor, you will not receive one. All communication is by email, and you cannot speak to a live human being. I have missed out on all free promotional bets for the ** Sportsbook open during 2023 due to Fanduel not being able to verify my **. I've sent a pic of the front and back of the ** multiple times and this is still not resolved on Fanduel's end. I am able to place fantasy bets, but not Sportsbook bets, which no one has been able to explain. Fanduel's lack of customer service is extremely frustrating and not reliable. They offer zero assistance and no store credit for any issue. There has got to be a better system for a multi-billion dollar company to use.

  Business Response

  Date: 10/11/2023

  To Whom It May ****************** are writing in response to ******************************************* recent consumer complaint regarding **************** Issues (ID #*********.
  
  Upon reviewing the consumer's account, we did not find any recent issues. The last time the consumer's account was suspended was early 2023 due to a Deposit Verification process. Our system flagged a deposit that required ************************** to provide additional information for verification. The consumer also reported unauthorized activity on their account, which necessitated an investigation. On both occasions, ************************** was granted access to his account after the necessary verifications and reviews were completed.
  
  When customers reach out to our customer support, there are limitations on the information that can be shared to avoid miscommunication or confusion. Our Accounts/Fraud team conducts thorough investigations to ensure the safety of our users and the integrity of our platform.
  
  As of today, ************************** has not encountered any account issues. He successfully verified with Sportsbook on 10/5/2023 and has been playing without any reported problems.
  
  Please note that credits are primarily intended as tools for acquisition and retention. We award consumers through our promotions, and in rare instances, credits may be extended to users affected by known, site-wide outages. Our Marketing team is responsible for managing bonuses and promotions and consistently explores creative ways to reward our customers. To stay updated on our latest offers, we encourage consumers to visit our Promotions page regularly and ensure they have opted in to receive email marketing.
  
  FanDuel considers this matter resolved and appreciates the opportunity to address the concerns and provide clarity on our processes to the consumer.

• Initial Complaint

  Date:10/05/2023

  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.

  So Ive signed up for fanduel a sports betting app I placed a bet for the first time and I won parlay and I won about $518 Vandul then suspended my account they requested that I sent them that I emailed them pictures of my ID this and that I mailed everything that they requested and they are still taking forever to unsuspend my account. I have looked online and there are hundreds of complaints against Fandul doing this where someone will sign up for fan to when I bet for the first time, and then the account gets spend, and they have to jump through hoop, after after after after hoop, after colle collector winnings is not right this is wrong. FanDuel is withholding my winnings and I am *********** them, so please I need my account unsuspended.

  Business Response

  Date: 10/11/2023

  To Whom It May ****************** write in response to *** ****** ******* ********* recent consumer complaint regarding ******** Services Issues (ID #*********. 
  
  On  10-02-2023, *** ********* FanDuel account was suspended for security concerns regarding inconsistent activity relating to deposit transactions and device sharing.
  
  On this same day, ******************** contacted FanDuels ******** Service 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.
  
  At our request, ******************** provided us with the requested documentation on 10/04/2023. After a careful review of the given material and explanation regarding the activity, it was found the material provided was sufficient, and we could reactivate *** ********* FanDuel account. 
  
  As a result, *** ********* account was reactivated, and she was notified of such in a follow-up email sent on 10-11-2023. Additionally, was provided with information on how to avoid this in the future. FanDuel would consider this matter resolved.

• Initial Complaint

  Date:10/05/2023

  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.

  My account was suspended - no reason given.Several attempts made to contact customer service.Chat does not provide actual response, only that I will be contacted by email within an unspecified amount of time.Would simply like to close account, but not receiving any response.

  Business Response

  Date: 10/11/2023

  To Whom This May ****************** write in response to **************************** recent consumer complaint regarding Service Issues ID #********.
  
  FanDuel monitors all accounts for inconsistent activity and as a result, on 10/01/2023, FanDuel had temporarily restricted **************************** account due to some inconsistencies flagged by our system.
  
  After review, FanDuel requested payment clarification from ************************** as part of the standard review that was being done on his account. 
  
  As a result, ************************** decided he didnt wish to participate in the standard review, and instead requested to close his account, as is his right. Our team quickly and prompted refunded **************************** entire account balance back to his original form of payment. 
  
  As all information have been relayed to **************************, in regard to his account closure and refund, FanDuel considers this matter resolved. 

• Initial Complaint

  Date:10/04/2023

  Type:Service or Repair 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.

  My account has been suspended since February 28th. I have given personal private information requested of me by FanDual MULTIPLE times. I have not gotten a response back from anyone. Chat is unhelpful and email personal do not respond to anything. This is unexceptable when you are providing a company with your personal and private information. They refuse to handle this matter. ************************** allows 10 days for this matter to be resolved. It has been 7 days since the suspension of my account. I provided the required information immediately, and have not gotten any resolve.

  Business Response

  Date: 10/10/2023

  To Whom It May ****************** write in response to ************ *** recent consumer complaint regarding Service Issues (ID #*********. 
  
  On 09-28-2023, *** *** FanDuel account was suspended for security concerns regarding inconsistent activity relating to deposit transactions and account sharing.
  
  On this same day, ******** 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 on 10/02/2023. After a careful review of the given material and explanation regarding the activity, it was found the material provided was sufficient, and we could reactivate *** *** FanDuel account. 
  
  As a result, *** *** account was reactivated, and he was notified of such in a follow-up email sent on 10-05-2023. Additionally, was provided with information on how to avoid this in the future. FanDuel would consider this matter resolved.
  
  

  Customer Answer

  Date: 10/13/2023

  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,
  
  *************