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 Casino

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

• 

  TVG Network

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

• 

  TVG Network

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

• 

  Fanduel Sportsbook at The Greenbrier

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

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:09/13/2023

  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.

  I placed two round ***** bets with this company I won both of those round *************** and the company took my money and refused to pay me.

  Business Response

  Date: 09/14/2023

  To Whom It May ****************** write in response to *** ********************* recent consumer complaint regarding Refund Or Exchange Issues (ID #*********. 
  
  When customers place a Round *****, they are placing individual bets on every possible parlay combination within the selected wager. 
  
  Based on the screenshot and after reviewing ** ******* chat she placed 2 round *********************** and within both of those round ***********************, she picked ****** within the same game. Unfortunately, Legs cannot be combined in a Round ***** if they come from the same game. 
  
  On 9/11/23 at 11:19 am ET, *****************, placed a 15 leg parlay for a round *****.  6 of those legs contained a game from the ************* vs Jets game, 2 legs from ****** vs ******** 2 same game legs from Braves vs ********* and the 5 remaining single legs are from separate games. As selections from the same game cannot be combined in a round *****, the 24 possible combinations each contained at least one losing selection. Due to there being no combinations with a winning combination, the wager was settled correctly as a loss and there would be no payout for this particular wager. 
  
  Based on the screenshot provided, we were able to locate the 2nd round *****, which was placed on 9/11/23 at 11:30 am ET.  
  
  With 13 total legs, 7 selections were from the same game (Bills Vs Jets) as they cannot be combined in a round *****, the 7 possible combinations each contained at least one losing selection.  With there being no winning combinations from the 7 possible combinations, as such, the wager was settled correctly as a loss, with no winnings provided.  
  
  As the 2 round robins were settled correctly as losses, FanDuel would consider this matter resolved. 

• Initial Complaint

  Date:09/11/2023

  Type:Customer Service 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.

  Last week I received an email from fandual stating my deposit limits have been changed. I did not change that setting. So I thought i was doing the right thing by messaging them to ask if they made this change. They immediately without my consent suspended my account. I was asked to submit 3 different forms of ID verification. Since then I have sent 10 straight emails to see whats going on and I havent even got one email back. Im reading online and see this is happened to many people. FanDuel do the right thing and open back up the account and we move on. I have dont nothing wrong in regards to your terms and conditions. You cant just withhold MY money that I won ***************. I understand you have policys in regards to fraud. But that fact that you cant even respond to an Email, give me an eta, makes your customers feel uneasy.I will not stop until you apologize and get this resolved

  Customer Answer

  Date: 09/13/2023

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

• Initial Complaint

  Date:09/11/2023

  Type:Product 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 do not ******, but saw an ad that persuaded me to take a "free chance". The ad www.fanduel.com/sportsbook-** states that new customers from ********* residents get a "no sweat first bet". It stated that if I lost my initial wager up to $1000, that I would be given the $ back in the form of free bets. I also found another ad stating the same. To be sure, I asked an online agent if I would be eligible. They told me "yes". I opened an account and made a $1000 wager feeling I was protected. They did not honor that wager promotion after I lost. I reached out to their support and they told me that I would not receive it. After several attempts, I reached out to our ********* Attorney General and notified FanDuel that I was doing such. To this day I have not received any remedy regarding this transaction. Because I notified them regarding my complaint to our state Attorney general, they have closed my account. This was a "bait and switch" scam that I fell victim to. I hope that BBB can help me.

  Business Response

  Date: 09/20/2023

  We write in response to *** ******************** recent consumer complaint regarding Refund Or Exchange Issues (ID #*********.

   

  ******************** created his FanDuel account on 09/03/2023, during a new user promotional period where ******************** was promoting Bet $5 Get $200 in Bonus Bets for new users. Please note, that any account, once logged into FanDuel sportsbook will actively show the ongoing promotion that the customer qualifies for, in this case, this would be the Bet $5 get $200 in bonus bets promotion.

   

  Also on 09/03/2023, ******************** deposited $1000 and played a $1000 sportsbook wager. Upon the wager placement, ******************** received $200 in bonus bets in conjunction with the promotion at the time.

   

  Following the placement of the wager, ******************** reached out to FanDuel customer service team regarding the placement of the wager and request for promotion details. **************** team informed ******************** of the application of the $200 bonus bets in conjunction with the current new user promotion, however, also provided information to ******************** that they would be receiving the $1000 in bonus bets within 72 hours, which in this case he did not actually qualify for as the promotion was not currently operating due to the current new user promotion, Bet $5 Get $200 bonus bets promotion.

   

  Following this conversation, ******************** made comments to different member of our FanDuel team that was concerning to our team from a responsible gaming perspective, as such we decided to permanently suspend the account due to these responsible gaming concerns.

   

  *** ********* account was refunded the $1000 back to his original source of payment as a good will gesture and he was informed of this in a follow up email sent on 9/13/23.

   

  As ******************** was refunded his $1000 and as his account was permanently suspended due to Responsible gaming concerns, FanDuel would consider this matter resolved.

  Customer Answer

  Date: 09/22/2023

  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:

  I have since reached and agreement with Fan Duel regarding my issue; thus, you can close this complaint. Thank you for your efforts in helping consumers have a voice against large companies.

   

  ************************;

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***************************
  
  
  
  
   
  

  Customer Answer

  Date: 09/22/2023

  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:09/08/2023

  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.

  Fan dual advertising mentions a refund of the first bet, calling it no sweat first bet. Well I didnt get the refund for my first bet of $100 This is fakes advertising and will be escalated if they dont pay me as promised

  Business Response

  Date: 09/13/2023

  To Whom It May ****************** write in response to *** *********************** recent consumer complaint regarding Repair Issues (ID #*********. 
  
  During the year our marketing team decides to run different new user promotion in hopes of either promoting a particular event (i.e. beginning of *** season, holiday, Super Bowl, etc. ) or for acquisition purposes.
  
  ************** FanDuel account was created on 8/20/2023, as such he was considered a new user and the first wager he placed was a $100 wager placed on 09/07/23 at 8:06 PM ET.  
  
  In the state of ************, during the time ************** decided to place his first wager, was during our new user promotion Bet $5 Get $200 in bonus bets. Though we previously had a new user promotion, no sweat first bet the details of that particular promotion was if a new user were to place a wager (up to $1000) the customer would be provided with the equivalent amount back in bonus bets ( please note, bonus bets are non-withdrawable and this is mentioned in the terms and conditions of the promotion ).  
  
  With that being said, because ************** placed a $100 wager, he did receive $200 in bonus bets, in conjunction with the active new user promotion (Bet $5 get $200 bonus bets ) which will end at 11:59 PM ET on September 18, 2023. He received $200 in bonus bets on 09/07/2023 and has already played through these bonus bets. Please note, if ************** placed his first $100 wager during the promotion of the New User No Sweat First Bet Up To $1000 in bonus bets, he only would have received $100 in bonus bets back.  
  
  As ************** was provided compensation for the correct new user promotion (Bet $5 Get $200 bonus bets) being advertised at the time (currently still active), and as he has played through these bonus bets already, FanDuel would consider this matter resolved. 

  Customer Answer

  Date: 09/19/2023

  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:09/08/2023

  Type:Product 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.

  On 9/6/2023 at approx 7:45pm, I logged into the FanDuel application. As usual, upon login, it immediately verifies my location and allows me to continue (a requirement that I need to be physically present in the ***********). I proceed to the FanDuel Casino section and opt to participate in a live roulette table game. I watch at least 2 spins go through to familiarize myself with the screen before placing a wager. As I'm in the middle of placing my first (and only) wager of the session, I place a few chips and then a large error message appears over my screen indicating that they need to verify my location...this was already done upon log in! There is limited time to make selections in a live session and because of the error message, I was unable to modify selections or add to the numbers on the board. By the time the message resolved itself, the ball was already spinning and I ended up losing the wager. I contacted the support team immediately by chat (I'm unable to get anyone by phone) to notify them of the issue and to request a refund due to the application error. They blamed my Internet connection and refused to refund. Here is a reference #*************** for the transaction/wager. I'm not seeking damages for lost winnings, simply for the company to refund the transaction based on their application error which prevented me from making my full wager I was intending. I hope BBB can help advocate for me and help make this right. My user ID is my email address: ********************** Thank you again for your assistance.

  Customer Answer

  Date: 09/09/2023

  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:09/06/2023

  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.

  Fan Duel Sportsbook took my money. I won over $600 dollars and was playing slots and they locked me out of my account. It took almost a week to unlock my account and after several obligations that I completed, theyre claiming my account is at a $0.00. Balance. Completely stolen from and robbed

  Business Response

  Date: 09/14/2023

  To Whom This May ****************** write in response to ***************************** recent consumer complaint regarding Repair Issues (ID # *********.
  
  On August 30th, the users account was flagged for suspicious activity and suspended. The same day the user reached out to Support to inquire about their account suspension. The Support team advised the user that a member of the Accounts team would follow up with them via email to review their account.
  
  The user received an email from the Accounts team requiring them to provide specific documents. They followed up the next day with some of those documents. In review of the Account, the Accounts team needed further documents and clarification about the funding of the account.
  
  Eventually, the user was able to provide everything that was necessary to complete the review process. On September 5th, the user was informed of their account reactivation and warned about the activity that led to the suspension. The balance at the time of the suspension was $292.40, which was refunded back to the card that was used to deposit.
  
  We apologize for any inconvenience. At this time, the users account has been reviewed, the account has been reactivated, the balance was refunded, and we consider the matter resolved.

• Initial Complaint

  Date:09/05/2023

  Type:Product 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.

  Fanduel made false accusations of Multiple accounts., Also Fanduels id Vendor refuses to credit accepted ids. Fanduel has blocked my use of ny fantasy and ** sportsbook for no valid reason. 1 false accusation 2 id vendor is bogus 3 dishonest support staff.i sent my ******** id paypal debit and paypal aacount information to FD and it was current Support is making up fake protocol 4 possible cover up of cyber fraud by an unknown ********************* group (fanduel chat told me this)

  Business Response

  Date: 09/11/2023

  To Whom It May ***************** am writing in response to ***************************** recent consumer complaint concerning Repair Issues (ID #*********.
  
  **************** initially reached out to us to report difficulties accessing his account due to the Multi-Factor Authentication (MFA) security measures in place. Following the confirmation of his account, we promptly disabled MFA, ensuring he could regain access to his account.
  
  During our correspondence, our agent also brought to ******************** attention the existence of a duplicate account registered under his name and date of birth but associated with a different email address. It is worth noting that our platform's policies prohibit the existence of duplicate accounts, and our automated system had previously suspended this duplicate account as a precautionary measure.
  
  Subsequently, **************** requested that we conduct an investigation into this duplicate account, expressing concerns about possible fraudulent activity, even when there were no activities made on the duplicate account. However, despite the efforts of our Fraud team during the investigation, **************** was unable to provide essential information related to the bank details used to fund the account associated with his original account.
  
  Regrettably, the absence of this critical information has hindered our ability to complete the necessary verification steps for the account in question. As a result, ******************** account remains suspended until we can obtain the required details to verify its authenticity.
  
  We remain committed to assisting **************** with the reactivation of his account as soon as he is willing and able to provide the requested information. The security and integrity of our platform are of utmost importance, and we appreciate ******************** understanding in this regard.
  
  Once *************************** and shares the necessary details, we will promptly proceed with the verification process and work towards resolving this matter to his satisfaction.

  Customer Answer

  Date: 09/12/2023

  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]

   Why  is Fanduel connecting me to a duplicate account?  It has no connection  to me. I provided ******** id  , my paypal debit card , my personal paypal information  and a selfie holding my id , *********************** vendor  accepted my id on august 8th.

   I am getting raked over the coals  here   why would i respond with info on some fraudsters account?  

  Fan duel has slandered me  and put up fierce resistance  to me being on board .  No possible way this is triple aaa rated conduct on BBB  this is scandalous  *********************

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *********************
  
  
  
  
   
  

  Customer Answer

  Date: 09/21/2023

  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:09/01/2023

  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.

  I recently initiated a new account with ******************** on August 30th and deposited $100 into my sportsbook account. Initially, I was permitted to place several bets and had an enjoyable experience on the platform. However, on August 31st, my access was abruptly suspended due to alleged "suspicious activity" on my account, resulting in a complete lockout from accessing or withdrawing my deposited funds.In response to a request from FanDuel's Customer Account Team, I supplied extensive verification details to substantiate my identity and the legitimacy of the funds deposited. This entailed providing a copy of my state-issued driver's license, a copy of the debit card utilized for the deposit, and a photograph of myself holding a handwritten note with the date. Subsequent to reviewing the materials I provided, FanDuel reinstated my access after a certain period.Regrettably, on September 1st, my account was once again locked, and my deposit funds were confiscated under the pretense of "multiple accounts." Contrary to FanDuel's assertion, this is my exclusive account. I have not engaged on the platform prior to August 30, 2023. If this account is indeed duplicative, it could only be attributed to another individual previously registering the same email address, and FanDuel's failure to authenticate it properly. When I registered for a new account, the email address I used was deemed valid, the account was established, and FanDuel readily accepted my funds, only to immediately restrict my access and resort to automated responses and ineffectual support representatives. It is virtually impossible to communicate with a live person, and all reviews are conducted at FanDuel's discretion.This constitutes outright theft and necessitates addressing in accordance with the full extent of the law as it is evident that FanDuel has engaged in deceptive practices by accepting my funds, subsequently denying access to my account, and then confiscating my deposit under false pretenses.

  Business Response

  Date: 09/08/2023

  To Whom It May ****************** write in response to ********************************* recent consumer complaint regarding Billing or Collection Issues (ID #*********. 
  
  Fanduel has a policy that each individual is only allowed one verified account. While our system does normally pick up any duplicate accounts during verification it appears, ******************** was able to verify a new account under a different email.  
  
  FanDuel does have additional systems in place to identify duplicate accounts and it appears there was an error during the first suspension for being linked to an account that did not belong to ******************* That suspension was rectified but then was suspended a 2nd time, this time for being linked to a legitimate duplicate account.  
  
  We apologize for any misunderstanding due to the original false positive but our goal is to sort out the duplicate account suspension, verify the accounts and ensure, only one account is being used. 
  
  ****************** has since requested for the account to be deactivated, however, if ****************** would like, since we have already sorted the verification of the sports book account, he can reach out to our customer service team if he would like reactivation.  
  
  Per his request, we have issued a refund of his remaining balance back to the card used to fund the account.  
  
  Since ****************** has been in recent contact with a member of our accounts team to sort this information out, and since he has chosen to keep the account deactivated, ******************** would consider this matter resolved. 

• Initial Complaint

  Date:09/01/2023

  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.

  I have a sports wagering account with ******************** and a horse racing wagering account with ***.I requested my ******* account be closed on August 25th as I don't want to wager on horses anymore. I was still able to bet on FanDuel as they are different sites with different accounts until August 31st when they inexplicably closed my sports wagering account, stating I requested it to be closed on August 25th, which is no where near true.I asked for the sports account to be reopened and Fanduel stated that when i closed my account at *** which again is a completely different site and is a different account, that it was closed on Fanduel as well. I want my sports account reopened, even if it means opening the *** account as well, as well as the $165 i sent to Fanduel from August 25th to August 31st, since according to them my account was supposed to be closed at that point. Which obviously it wasn't

  Business Response

  Date: 09/06/2023

  To Whom It May ****************** write in response to ***************************** recent consumer complaint regarding Billing or Collection Issues (ID #*********. 
  
  Due to the affiliation of FanDuel with TVG, both TVG and FanDuel have an obligation to uphold the highest standards when it comes to responsible gaming to ensure all customers are able to play in a healthy and safe manner.
  
  ********************** elected to place a 250 day Timeout on his TVG account which began on August 25th 2023 which is set to end on May 2nd, 2024. As we take responsible gaming very seriously, we consider it best practice to keep all accounts under the same status due to the affiliation of TVG and Fanduel.
  
  As ********************** has received a refund of his remaining balance and he has been notified of the following steps taken, along when his account would be reactivated following the end of the self-imposed timeout, Fanduel would consider this matter resolved.
  

• Initial Complaint

  Date:08/30/2023

  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.

  Made a bet for $110, it was suppose to pay out for $210. They bet actually won, but FanDuel never paid me out.

  Business Response

  Date: 09/05/2023

  To Whom It May ****************** write in response to *** ************** recent consumer complaint regarding Service Issues (ID #*********. 
  
  Based on the screenshot provided by ************, it appears he placed a wager on the 3rd Inning Over/Under 0.5 Runs in the ******* ****** vs ************* game played on 08/15/2023, where he selected the under 0.5 runs. 
  
  According to the *** regarding this particular wager (*************************************************************************). The runs scored in the 3rd inning of this game, was ****** scored 0 runs and ******* scored 2 runs in the 3rd inning. 
  
  As the wager placed was, for the total runs to be under 0.5 runs in the 3rd inning, and as the Marlins scored 2 runs in this 3rd inning, that wager was settled correctly as a loss and ************ would be awarded no money for a losing wager. 
  
  Our customer service team is available 24 hours a day 7 days a week. If ************ has any questions regarding this or any other ******, our customer service team would be happy to review any questions he may have.
  
  As *** ***** wager was correctly settled as a loss, FanDuel would consider this matter resolved.