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Business Profile

Online Gaming

FanDuel Inc.

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Online Gaming.

Complaints

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

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FanDuel Inc. has 6 locations, listed below.

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    Customer Complaints Summary

    • 2,512 total complaints in the last 3 years.
    • 728 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:03/20/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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 signed up to FanDuel and sent a referral link to my friend. We were both supposed to receive a 100 dollar bonus after she signed up and made a 10 dollar bet. She did both things and we still have not received our money.

      Business Response

      Date: 03/28/2023

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

      **************** reached out to our **************** team on 03/21/23 regarding their referral for the Refer-A-Friend promotion.  

      Per ****************** conversations with our team, in order to qualify for the Refer-a-Friend promotion, the recruit must sign up with a referral link and have $10 in settled ******. Typically, once a recruit has met the qualifications and the credit hasnt been paid out, it is because the recruit backed out of creating their account when following the referral link and their subsequent sign-up didnt catch the referral.

      After further review of ****************** account, **************** received a manual credit for the Refer-a-Friend promotion during their interaction with our customer service team. As these credits are a one-time courtesy, we are unable to credit the bonus manually going forward and request that if **************** refers any other friends, that they first review steps needed to be taken in order to qualify and receive any bonus.

      In an effort to avoid this issue in the future, we advise our customers to please ensure recruits immediately create an account after following receiving a referral link. As both, **************** and his friend received the bonus for this promotion, Fanduel would consider this matter resolved. 

    • Initial Complaint

      Date:03/20/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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 were unauthorized charges on my account that were not refunded after trying to work this out with FanDuel and my bank.

      Business Response

      Date: 03/29/2023

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


      A member of our accounts team has had the opportunity to review **** ****** account action log. As we have informed ***************, her account was only accessed on one device on ********************. It appears that this may be a situation where all transactions were authorized by ***************, a relative/ friend, or someone she knows that has legitimate access to her account and made these transactions. In summary, there was no activity made outside this one device.  


      On 02/05/2023, *************** has since requested the deactivation of her account, which our team is obligated to accommodate. As our teams review has found no inconsistent activity and **** ****** account has been deactivated per her request, FanDuel would consider this matter resolved.  

      Customer Answer

      Date: 04/01/2023

      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]

       I requested my **** debit card be removed from this website prior to 2/5/2023 and before the two $30 debits came out of my account.  ******************** clearly neglected to remove my **** card from this account after they assured me they were removing my **** debit card.  Furthermore,  the representatives stated they did not see the charges on my account, so how were they authorized.  I am not willing to accept an arbitrary statement such as my account was only accessed from one device.  That does not negate the two unauthorized charges on my account for $30 each, when my **** debit card should have been removed from this account prior to these unauthorized transactions. I would like for FanDuel to stop diverting and give me back my $60. 

       

       

       

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


      Sincerely,

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




       

      Business Response

      Date: 04/04/2023

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


      Fanduel's stance remains unchanged regarding this matter. A member of our accounts team has had the opportunity to review **** ****** account action log. As we have informed ***************, her account was only accessed on one device on ********************. It appears that this may be a situation where all transactions were authorized by ***************, a relative/ friend, or someone she knows that has legitimate access to her account and made these transactions. In summary, there was no activity made outside this one device.  

      On 02/05/2023, *************** has since requested the deactivation of her account, which our team is obligated to accommodate. As our teams review has found no inconsistent activity and **** ****** account has been deactivated per her request, FanDuel would consider this matter resolved.  

      Since our previous response no new information is available at this time. Fanduel would consider this matter resolved.

      Customer Answer

      Date: 04/30/2023

      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]
      My USBANK card should have been removed from that account prior to those charges. Not sure what they are saying about 1 device because my account was clearly accessed from more than 1 device. Once my authorization was removed for any future charges, there should have been no activity on my USBANK card. Those two charges were put on my USBANK card after corresponding with a FANDUEL rep who ensured me my bank card would be removed. It is unlawful to process charges on a bank account without authorization.  

       

       

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


      Sincerely,

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




       




















    • Initial Complaint

      Date:03/20/2023

      Type:Billing Issues
      Status:
      Answered
      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 on Saturday morning, March 18th. I made a parlay bet at 5:30 in the morning because I work night shift and when I woke up around 12 in the afternoon, they said my account was suspended. After trying to chat with them all day and email them, they avoided any real questions and kept saying it was accounts responsibility to let me know what's going on. I have ***** dollars in that account and they refuse to let me know why. I have been reading past comments and complaints and it seems they do this quite often, which I don't know how it's allowed. I sent an email saying to unsuspend my account so I can withdraw the money and be done with their platform and I haven't heard a thing back from them.They haven't given me a case number or have been forthcoming in any conversation we've had.

      Business Response

      Date: 04/11/2023

      Tell us why here...To Whom It May ****************** write in response to ************************* recent consumer complaint regarding his Fanduel Account being suspended and not being able to access his funds (ID #*********.

      On March 18th, 2023, ************* contacted our customer service team via chat to inquire about the reason his account was suspended. Our **************** Team advised him the account was suspended due to suspicious activity that was flagged by our system and was then 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 his identity and previous activity. On March 20th a member of our team reached out to ************** via email to request these specific verification documents.

      ************** was able to provide the requested information that day. After our team reviewed the information submitted by ************** there was a follow email sent to him with additional questions on March 29th. Our team has yet to receive a response. 

      We apologize for any inconvenience ************** has experienced and hope to hear from him so that we may resolve this issue soon.

    • Initial Complaint

      Date:03/17/2023

      Type:Sales and Advertising Issues
      Status:
      Answered
      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.
      Week of March 3. My bank account was hacked for $60 (which my bank was able to take care of) we believe this was done somehow through Fanduel system because fanduel is now saying my account doesnt exist with my current email but it does exist under a different email address which I never heard of or have access to. *** never had another personal email address. I have maybe $25-$30 in the Fanduel account that belongs to me and Fanduel says in order to access I have to send them an email from an email account that Ive never had.

      Business Response

      Date: 03/29/2023

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

      Unfortunately, *** ***** case is still under review. On 03/28/23, an email was recently sent to ************ in relation this BBB complaint.  He has provided us with a response, the information, along with the account is currently being reviewed by our accounts team, once we have more information, an email will be sent to ************ for any follow up.  


      We apologize for any delay and look forward to resolving this issue soon.

    • Initial Complaint

      Date:03/16/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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 locked my account due to suspicious activity. I had $15 balance funded by me and a promotion balance.I believe this is to me using a VPN to login, which is understandable why my account was locked. I have contacted Fanduel 8 times. They have responded twice asking for personal information to validate my account. I have responded immediately with all forms ID verification and have not heard a response either time. My account is still locked. It has been approximately 3.5 months since my account was locked and 2 weeks since last communication. My promotional balances would have expired by now unless paused. I would like to withdraw my balance and move on.

      Business Response

      Date: 03/29/2023

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

      FanDuel monitors all accounts for inconsistent activity and as a result, on 1/17/23, FanDuel temporarily suspended ******************** account due to some inconsistencies flagged by our system.

      As of 2/6/23, our team made first contact with ****************. This delay can be attributed to their substantial backlog, and we thank **************** for his patience.

      **************** provided information that was requested on 2/6/23, however, there was a delay in resolution. As of 3/28/23, our team reviewed the information that was provided and reached out to **************** to resolve this and to confirm our findings.

      At this time, our team has yet to receive a response back from ****************. We encourage **************** to follow up as soon as possible.

      This matter is still under review.

    • Initial Complaint

      Date:03/16/2023

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
      Feb 19th I received an email that my FanDuel Casino deposit was rejected. I do not have a casino acct. I could not log into FanDuel Sportsbook and it would not send me a password reset. I emailed support and they locked my account and said I would be contacted by the security team. I have chatted 3 times now as Ive received no response or email from the security team. The agents keep saying they will forward my concerns as urgent, but again no response. FanDuel has all of my personal information that has most likely been compromised but has not reached out to me. That is concerning to say the least. Customer security should be a top priority and its very concerning not knowing what info I have been scammed out of. At this point I just want my money back and my account closed. No one should trust a company that will not reply in a timely manner when your personal information has potentially been compromisedand they act like its no big deal as they locked my account. Very unnerving and unprofessional. There is also no phone number to contact per the agent, so you just have to wait until they decide to contact you. Ive done my due diligence, its time FanDuel does theirs.

      Customer Answer

      Date: 03/16/2023

      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:03/15/2023

      Type:Billing Issues
      Status:
      Answered
      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, on February 23rd, 2023, I placed $2300 from my bank account into my Fanduel account. After changing my mind about betting, I decided to put the money back into my bank account. I was prevented from doing so and was sent an email saying that a bet had to be placed in order to withdraw the money. I was okay with that. I bet the $2300 that I placed and ended up winning my money back, plus more. Fanduel immediately locked me out of my account for "unusual activity" as soon as I won my bet, once again not allowing me to withdraw anything. Whenever I speak with ***************** I am brushed off and told that "The Account" is investigating but they provide me no way of contacting the "account team". Days go by and still nothing. I went to the ******************** which is sponsoring Fanduel in my state. I gave them my identification, they verified who I was and then stated that the "online team" will handle it. I was also advised that they would contact the "online team" for me. Once again, days go by, I still hear nothing. At this point, my identity is 100% verified and they still will not allow me to withdraw my money. When I utilize the Fanduel option for a live chat with a support member, they provide me with the same copy and pasted message. They always say "I can see that your account is currently being worked on by our "account team" I will let them know that you contacted us." I get the same message each time and still no one contacts me. I requested a chat with a support agent again, this time, I entered an old email address of mine that has no Fanduel account attached to it. Once again, I received the same message. The fact that I gave an email that has no account attached to it and still received the same message shows that support has no intention on doing their job. My identification is 100% confirmed, there is no reason why they should be holding my money hostage. I never had a problem with Fanduel until winning over $5,000.

      Business Response

      Date: 03/29/2023

      To Whom This May ****************** write in response to ************************* recent consumer complaint regarding Billing or Collection Issues (ID # *********.

      Back on 2/27, the users account was flagged for suspicious activity that was occurring on the account. Following this, the user began reaching out to Support for an update and was advised the Accounts team would follow up with them.

      An email was sent to the user on behalf of the Accounts team on 3/3, which required the user to submit verification documents. The user was able to fulfill this obligation as requested. In the process of awaiting a response, the users account was flagged again, this time for disputed charges. This issue was resolved, and the user was warned moving forward.

      As of 3/29, the user received an email from the Accounts team to inform them of their reactivation. Since then, they have logged in and successfully withdrawn their winnings.

      We apologize for any inconvenience. However, at this time, the 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:03/15/2023

      Type:Order Issues
      Status:
      Resolved
      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 alerted by email on 2/26/23 to an attempted sign in to my FanDuel account. I hadn't recently tried to log into my account so the alert was suspicious. When I attempted to log in after receiving the message I was locked out "due to suspicious activity". I messaged FanDuel using their coach chat feature and told them the attempted log in was not me and how I had been locked out due to suspicious activity. I explained how concerned I was about the situation as I had a large balance on my account and my bank card was linked as well. They confirmed there has been activity on my account, but could not provide more information. They locked my account so no further log ins could take place and said they'd send this on to their team for a full investigation. They assured me that I would be notified by email by the fraud team after they investigated. I waited a few days and never received a response so I followed up with the coach chat feature and was told the exact same thing. I waited another week and still did not hear back so I sent an email. The email reply dated 3/6/23 says "Please note that there is no specific time frame for when our accounts team will handle your case. They receive a large volume of cases per day that they must tend to. " This is alarming to me for so many reasons. I have my bank card linked to my account and a large balance in Fan Duel, yet I have no access to remove my $ or to deactivate my account in addition to 0 communication from Fan Duel or a time line of when I can anticipate assistance. I have 0 trust in FanDuel at this point. It's nearly been a month since this fraudulent log in.

      Business Response

      Date: 03/28/2023

      To Whom This May ****************** write in response to April *********** recent consumer complaint regarding Contract Disputes (ID # *********.

      The users account was locked on 2/26 after a suspicious login attempt was flagged by our system. While this was triggered, there was never a successful attempt to access the account and no funds were affected. Unfortunately, there was some confusion when reaching out to Support and the account was suspended and escalated to our Accounts team.

      Having received their BBB complaint, our team reviewed their account further. As of 3/28, the user received an email that their account has been reactivated and the user will need to reset their password to a strong and unique one. Additionally, we take accounts and security very seriously and highly encourage all users to add multi-factor authentication on their accounts. Due to the delay with this matter, we have also added a Bonus Bet credit to their account.

      We apologize for any inconvenience. However, at this time, the account has been reviewed, it has been reactivated, the user will be required to reset their password, theyve received a credit for the inconvenience, and we consider the matter resolved.

      Customer Answer

      Date: 03/30/2023

      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:03/15/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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 3-14-2024 I intimated a withdrawal on my Fanduel account. I attempted to login to check on the status of my withdrawal and was informed my account was suspended. I reached out to customer support and was told there was nothing they could do except tell the account team I had reached out. The agent said they cannot tell me what happened to the money I withdrew, how to resolve the issue, when the issue could be resolved, etc. My money, my winnings, my bonus bets, my account- all of it gone an no one can tell me how to or why or when. I was completely scammed and robbed by FanDuel.

      Business Response

      Date: 03/28/2023

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

      On 3/14, the users account was flagged and suspended for suspicious activity. Following the suspension, they reached out to Support and were advised theyd receive a follow-up email from the Accounts team. The email from the Accounts team came the next day and requested the user to provide verification documents for the review process. The user was able to provide the necessary documents and clarified the suspicious activity. Following the clarification, the account was reinstated and the user was able to withdraw and continue playing on 3/16.

      We apologize for any inconvenience. However, at this time, the account has been reviewed, it has been reactivated, theyve withdrawn their winnings, theyve continued their play, and we consider the matter resolved.

    • Initial Complaint

      Date:03/14/2023

      Type:Order Issues
      Status:
      Answered
      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 has suspended my account nearly 2 months ago with no justification or contact. I have a decent amount of money in there and now there is no way to withdraw. **************** claims they will contact me soon to nothing besides a self-verification I completed two weeks ago.

      Business Response

      Date: 03/28/2023

      To Whom It May ****************** write in response to *** *** recent consumer complaint regarding Contract Disputes (ID #*********

      FanDuel monitors all accounts for inconsistent activity and multi-accounting and as a result, on 2/23/23, FanDuel temporarily suspended *** *** account due to some inconsistencies flagged by our system.

      As of 3/3/23 our team made first contact with *** *** This delay can be attributed to their substantial backlog, and we thank *** ** for his patience.

      *** ** provided information that was requested on 3/7/23, however, there was a delay in resolution. As of 3/28/23, our team reviewed the information that was provided and reached out to *** ** to resolve this and to confirm our findings.

      We appreciate *** *** patience and apologize for the delay in this resolution.

      This matter is still under review.

    FanDuel Inc. is NOT a BBB Accredited Business.

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