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

• 

  TVG Network

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

• 

  FanDuel Casino

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

• 

  Fanduel Sportsbook at The Greenbrier

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

• 

  FanDuel Sportsbook - Louisiana

  5050 Williams Blvd. Kenner, LA 70065

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:02/03/2023

  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.

  On January 28, 2023, I attempted to withdraw $700 from my account at the time I had $1100 in the account. My account was suspended for no reason. I immediately contacted customer service via their chat and was told someone would get back to me within 12 hours. However, no one contacted me, I went on to the chat again and was told someone would contact me within ***** hours. Again, no one has contacted me and it has been 4 days. I received a notification from my bank that Fanduel withdrew $250 from my account on January 30, 2023, after my account was suspended on the 28th. I tried to reach out to customer service again and still to no avail no one has responded, they have left me on hold for about 40 minutes or longer. I would like my money returned to my account immediately. Please assist with this matter. Sincerely, ********

  Business Response

  Date: 02/15/2023

  To Whom It May ********************** write in response to ***************************************** recent consumer complaint regarding Billing or Collection Issues(ID #*********. 
  
  
  On 01/30/23, *** ********* FanDuel account was flagged for security concerns regarding inconsistent activity. Out of an abundance of caution, *** ********* account was suspended until our accounts team would be able to review his case.  
  
  
  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, ******************** is required to supply a series of verification documents to verify both his identity and explain some previous activity.
  
  
  An email was sent to ******************** on 02/15/23 requesting that he provide our team with this documentation. Once we are able to carefully review the material, our accounts team can continue their review.  
  
  
  We apologize for any delay and hope to have this resolved as soon as we receive a response from ********************* 
  
  

• Initial Complaint

  Date:02/02/2023

  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.

  Tried to log into my account and it is stating suspended unable to log in. I have made several attempts via chat and email to resolve however they still have my account locked. Only want the account unlocked so I can play as I have money and bonus money to play on. I live in ************ and may travel to **. For banking and groceries so unsure why this is locked and my requests go unanswered

  Business Response

  Date: 02/15/2023

  To Whom It May ********************** write in response to *********************** recent consumer complaint regarding Service Issues (ID #*********. 
  
  
  On 01/29/23, Miss Dupains FanDuel account was suspended for security concerns regarding inconsistent activity relating to deposit transactions.
  
  
  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 both her identity and explain her previous activity.
  
  
  At our request, ***************** provided us with the requested documentation on 02/11/23. After a careful review of the given material and an explanation from ***************** regarding the accounts previous 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. Additionally, was provided with information on how to avoid this in the future. FanDuel would consider this matter resolved.
  
  

• Initial Complaint

  Date:02/02/2023

  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.

  On or around December 7th, my account was suspended from FanDuel for "inconsistent activity". On December 17th, I sent them documents they requested, including a picture of myself with the date (12/17/22) on a piece of paper, the front and back of my license, and the front and back of my debit card. I have had no answers from them on why my account was suspended, when this process will be completed, and whether I can have the balance that was in my account which was over $6,000.

  Business Response

  Date: 02/16/2023

  To Whom It May ********************** write in response to *** ***************************** recent consumer complaint regarding his suspended account and withheld funds (ID # *********.
  
  
  On December 7th, 2022, ****************** FanDuel account was suspended due to suspicious activity that was flagged by our system. On December 8th, 2022, ****************** reached out to our Customer Support team via chat to ask why his account was suspended. Our team advised him that the account was suspended due to suspicious activity and was then escalated to our Accounts Security Team for further assistance.
  
  On December 12th, our team contacted ****************** via email to request a series of verification documents to verify both his identity and previous activity due to the nature of the suspension.
  
  ****************** responded on December 17th with the requested documents.
  
  On December 26th our team contacted ****************** via email to advise we are currently reviewing the account and documents submitted.
  
  Due to the nature of the suspension, the account has been subject to an extensive and thorough review. We apologize for any inconvenience ****************** has experienced and hope to be in touch with him soon so that we may resolve this issue.
  

• Initial Complaint

  Date:02/02/2023

  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.

  01/22/2023 @ 2:57 am I requested $885 withdrawal. I received an email right away stating the transaction will be processed within 48hrs. I have yet to receive anything.01/22/2023 @ about 3pm I was attempting to cashout a ticket and in the process of placing a separate bet. 01/22/2023 at 3:08pm I received an email stating my account was suspended. There wasn't any details to why or solutions. I immediately contacted support and was told that is beyond support and do not have any details for account suspension department but they will inform them I reached out and will get back to me. 01/24/2023 I reached out to support again and the replied that there's a nother similar case for my account and have merged details of both cases for better support and will reach out shortly and still haven't reached out to me.Also, I would contact them through chat support on app.We are now in February.

  Business Response

  Date: 02/16/2023

  To Whom This May ****************** write in response to ********************** recent consumer complaint regarding **************** Issues (ID # *********.
  
  The users account was flagged and suspended on 1/22 for suspected suspicious activity. Following the suspension, the user reached out to Support and was advised the Accounts team would follow up with them via email.
  
  An email was sent to the user from the Accounts team on 2/15, to request certain verification documents for the review process. Since then, the user responded to confirm what was needed to submit and said theyd be following up with the correct documentation. At this time, they havent yet provided those documents, but once they do, the Accounts team can complete the review process for reactivation.
  
  We apologize for any inconvenience. However, currently, we thank the user for their patience, but the account is still under review, and the user is currently in communication with the Accounts team to complete the review process for reactivation. Otherwise, we consider the matter resolved.

• Initial Complaint

  Date:02/02/2023

  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 have been a customer of ******************** for 5 years. There were no problems until i actually won money from them. They suspended my account on 1/10/2023 after I tried to retrieve my winnings and will not tell me why. Website says contact customer support but i can't get a response or any help from the representatives. Every attempt to contact them has been ignored.

  Business Response

  Date: 02/13/2023

  To Whom This May ****************** write in response to *************************** recent consumer complaint regarding Service Issues (ID # *********.
  
  On 1/10, the users account flagged suspicious activity. Due to this, the account was suspended to prevent what was believed to be an unauthorized withdrawal attempt on the account. The user reached out to Support at this time to inquire about the account and was advised the Accounts team would review and follow up with them via email.
  
  An email requesting verification documents was sent to the user on 2/9 by the Accounts team. The user responded with the appropriate documents to verify. FanDuel takes accounts and security very seriously and the user was made aware of the reason behind the suspension. The account was reactivated and since reactivation, they were able to successfully withdraw their winnings.
  
  We apologize for any inconvenience. However, at this time, the users account is reactivated, they have successfully withdrawn their winnings, and we consider the matter resolved.

  Customer Answer

  Date: 02/15/2023

  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:02/02/2023

  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.

  My friend and I signed up last Sunday for accounts because of the promo that stated, "place a $5 bet get $200." Neither one of us have received our $200 and we have both been in chat support numerous times over the last few days. We both have screenshots of the advertisement and the other agents conversations stating we would receive the $200. Neither one of us have done sports betting or ****** so we were new to this entire experience and how to work the app. We have spoke to 3 different agents now all of whom have assured us we would receive the $200 only to be told by another agent the offer had ended. So why at 3:38pm on January 30th did your agent ****** walk me through exactly how to place the bet and assure me that we would receive the $200 if it had expired. Why would she not just state the offer expired instead of leading us to believe we were eligible. The ENTIRE reason we downloaded the app was because of this promo and we were repeatedly lied too by agents saying wait 72hrs. I even had an agent tell me that this evening 2/1. You have deceitful business practices, encouraging your agents to lie to customers to get their money knowing they will not receive what was promised. We also had to go to chat support several times about the refer a friend bonus that we had not received. You promised all these bonuses and do not give them to people. I finally received the $15, but my friend who I referred was suppose to receive an extra $5 bonus for adding money within a certain amount of time which he did and of course never received. This company is a scam their agents will tell you anything to get your money and they repeatedly ************* bonuses they never add to your account. The ad that I clicked to sign up also doesn't display an end date leading us to believe this promotion was still active.

  Business Response

  Date: 02/14/2023

  To Whom This May ****************** write in response to *************** recent consumer complaint regarding Advertising Issues (ID # *********.
  
  The user created their account on 1/29 in **** with the anticipation of using the new user promotion of Bet $5 Get $200 in Bonus Bets.
  
  As stated in the terms: The Promotion will begin at 12:01 AM ET on January 1, 2023 and end at 11:59 PM ET on January 29, 2023 (the Promotion Period). Unfortunately, the user did not meet all the requirements prior to the expiration of the promotion and therefore didnt automatically receive the bonus. While the user deposited their first $10 into their account, they would later have it refunded on the same day without placing their first bet. It wasnt until 1/30, after the promotion expired, that they deposited again and placed their first wager of at least $5 in cash.
  
  After reaching out to our Support team, the user was provided one-time courtesy credits for the referral and new user promotions on 1/30 and 2/8 respectively. The user has since gone on to wager the bonuses and continued their play with us.
  
  We apologize for any inconvenience. However, at this time, the user has been manually credited the referral bonus and the new user bonus, they have continued their play, and we consider the matter resolved.

• Initial Complaint

  Date:02/02/2023

  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 Sportsbook website has persistent, constant technical issues that prohibit live wagering during games and has zero customer support. When you do select support you are put in a queue that is so lengthy that you are automatically logged out due to inactivity while waiting to speak to an agent.If you are able to reach an agent they refuse to provide an email or phone number for a supervisor and always say that "IT is working on resolving the issue" and "marketing will determine if site credit will be issued" but they never issue any so called "site credit" and close the "ticket" although they never issue a ticket number.Latest example of serial customer abuse occurred on 2/1/2023. Site was down from approximately 8PM EST to at least 11PM EST when no wagering was possible, but they were able to process and accept my deposit. Was put in lengthy queue and immediately disconnected by agent "*****" without even being able to type question. Tried again and waited in another lengthy queue and got "*******" who only said that "IT is working on resolving the issue" and "marketing will determine if site credit will be issued" and was absolutely condescending when I requested a supervisor, or email or phone number contact. She instead provided me with a generic email address for fanduel fantasy instead of sportsbook and ended the "live support".

  Business Response

  Date: 02/16/2023

  
  To Whom It May ****************** write in response to *********************************************** recent consumer complaint regarding technical issues with his Fanduel Account. (ID #*********.
  
  As recent as January 28th, February 1st, and February 12th, 2023, ********************** has contacted our customer support team for assistance. On each of these days, he was able to successfully chat or email with our customer support team. I can confirm that certain sporting events or promotions can increase our customer volume therefore causing a wait to be transferred to a live agent for assistance. On these days we are fully staffed so that we can answer each customer in a timely manner.
  
  On the evening February 1st we did experience a brief site outage in the state of NJ which was quickly mitigated. If credits are to be issued to our customers, it would be at the discretion of our Fanduel Marketing Team.
  
  ********************** contacted our customer support team on February 1st as he was upset with the brief site outage. Our team did apologize to him for the inconvenience and explained to ********************** that if credits were to be offered for the site outage, it would come from our Marketing Team should they decide to offer credits.
  
  If and when our customers request to speak with a supervisor, the case is escalated to our customer support management team for review. Once the case is assigned to a member of our management team they review the details of the case and reach out to the customer to provide a resolution. ********************** requested an email address to contact a supervisor. He was given our customer support contact email which is the correct email address. ********************** could simply request a supervisor in his email to us and it will be immediately routed to our management team.
  
  We are currently working with ********************** and his recent inquiry regarding an *** promotion he participated in. We are doing our very best to provide detailed responses to all his concerns and questions. We want to ensure that he is satisfied and that his current issue is resolved.
  
  ********************** continues to wager on our website. The issues in his complaint have been addressed and Fanduel would consider this matter resolved.

  Customer Answer

  Date: 02/16/2023

  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]This is unsatisfactory because they are combining my most recent complaint ID#********  regarding the falsely advertised *** promotion on 2/11/2023 with a previous case ID# ******** that had been resolved. The fact that I continue to wager on their website is completely irrelevant to recent case ID#******** and is a completely separate unrelated issue. The fact that I continued to wager is because the previous case had been resolved.

  I do not understand why they are attempting to combine a resolved complaint ID# ******** with one that was opened less than 24hrs ago ID#********. The fact that they are attemptingto combine two separate unrelated issues speaks volumes. 

   

   

   

   

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

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

  Business Response

  Date: 02/21/2023

  Tell us why here...To Whom It May ****************** write in response to *********************************************** recent rejection to our reply on his consumer complaint regarding technical issues with his Fanduel Account. (ID #*********.
  
  ********************** wrote in his recent rejection, that our response was unsatisfactory because we are combining his most recent complaint ID#******** regarding the falsely advertised *** promotion on 2/11/2023 with a previous case ID# ******** that had been resolved. 
  
  We have not and do not intend to combine the complaints as they are two separate issues in which two separate complaints have been filed. Per Mr. ********** response, he agrees and has confirmed that complaint  #******** has been resolved.
  
  Our Team will respond to Mr. ********** complaint ID#******** separately. Fanduel would consider the matter pertaining to Complaint # ******** resolved.

  Customer Answer

  Date: 02/22/2023

  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:02/02/2023

  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.

  My friend and I signed up last Sunday for accounts because of the promo that stated, "place a $5 bet get $200." Neither one of us have received our $200 and we have both been in chat support numerous times over the last few days. We both have screenshots of the advertisement and the other agents conversations stating we would receive the $200. Neither one of us have done sports betting or ****** so we were new to this entire experience and how to work the app. We have spoken to 3 different agents now. All of whom have assured us we would receive the $200 only to be told by another agent the offer had ended. So why at 3:38pm on January 30th did your agent ****** walk us through exactly how to place the bet and assure us that we would receive the $200 if it had expired. Why would she not just state the offer expired instead of leading us to believe we were eligible. The ENTIRE reason we downloaded the app was because of this promo and we were repeatedly lied too by agents saying wait 72hrs and you'll be credited. I even had an agent tell me that this evening 2/1. You have deceitful business practices, encouraging your agents to lie to customers to get their money knowing they will not receive what was promised. We also had to go to chat support several times about the refer a friend bonus that we had not received. You promised all these bonuses and do not give them to people. I finally received the $15, but I was suppose to receive an extra $5 bonus for adding money within a certain amount of time which I did and of course never received. This company is a scam their agents tell you anything to get your money. They repeatedly ************* bonuses they never add to your account. The ad that I clicked to sign up also doesn't display an end date leading us to believe this promotion was still active. Pull the chats from the Half a dozen conversations we've had in support, all being given Incorrect information. Either refund our money or give us the promo promised!

  Business Response

  Date: 02/15/2023

  To Whom It May ********************** write in response to **************************** recent consumer complaint regarding Refund Or Exchange Issues (ID #*********. 
  
  
  The user created their account on 1/30 in **** with the anticipation of using the new user promotion of Bet $5 Get $200 in Bonus Bets.
  
  
  As stated in the terms: The Promotion will begin at 12:01 AM ET on January 1, 2023 and end at 11:59 PM ET on January 29, 2023 (the Promotion Period). Unfortunately, the user did not meet all the requirements prior to the expiration of the promotion and therefore didnt automatically receive the bonus. While the user deposited their first $10 into their account, It wasnt until 1/30, after the promotion expired, that they placed their first wager of at least $5 in cash.
  
  
  After reaching out to our Support team, the user was provided one-time courtesy credits for the referral and new user promotions on 1/30 and 2/05 respectively. The user has since gone on to wager the bonuses and continued their play with us.
  
  
  Please be aware that all of our promotions do have terms and conditions attached or linked to the bottom and typically have qualification descriptions and dictate a promotional period (That is start and end date for the promotional period).  
  
  
  We do suggest that the next time **************** or his friend decide to participate in any promotion, that they first read all of the terms and conditions prior to attempting to place a wager.  
  
  
  Per our Fanduel Sportsbook House Rules, FanDuel Sportsbook customers should make themselves aware of all of the Additional Sports Wagering Rules affecting any market on which they wish to place a bet.
  
  
  We apologize for any inconvenience. However, at this time, the user has been manually credited the referral bonus and the new user bonus, they have continued their play, and we consider the matter resolved.

  Customer Answer

  Date: 02/17/2023

  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 continued to use the app because I was credited what I was suppose to be credited when signing up. 
  I would suggest putting end dates to promotions when advertising because they weren't listed and I have screen shots to prove that, that I'm more than happy to post. I also advise you train your employees to have the correct information to your promotions considering customer service is what they are employed for and I wad repeatedly gived incorrect information from your staff. Thank goodness for agencies like the BBB and FTC  whom we can report bad business practices too. Keeps dishonest businesses like yours in check! 

  
  

   

  
  

   

  
  

   

  
  

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

  
  

  
  

  Sincerely,

  
  

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

  
  

  
  

  
  

  
  

   

  
  

  
  

  
  

  
  

  
  

  
  

  
  

  
  

  
  

  Business Response

  Date: 04/12/2023

  In our response to ****************, we stand by our initial response.
  
  **************** has been manually credited the referral bonus and the new user bonus for which he initially filed a complaint.
  
  Per *** ******* complaint he stated, ****** refund our money or give us the promo promised. As previously stated, we have provided the promotional bonus and **************** has used those bonus funds to wager. He has continued his play on our platform. FanDuel considers the matter resolved.

  Business Response

  Date: 04/12/2023

  In our response to ****************, we stand by our initial response.
  
  **************** has been manually credited the referral bonus and the new user bonus for which he initially filed a complaint.
  
  Per *** ******* complaint he stated, ****** refund our money or give us the promo promised. As previously stated, we have provided the promotional bonus and **************** has used those bonus funds to wager. He has continued his play on our platform. FanDuel considers the matter resolved.

• Initial Complaint

  Date:02/02/2023

  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.

  I had an acc with fan duel won a bet for 170 dollars and cashed out for 150 dollars never Received my money tried chatting with an agent no help then I placed another bet with my free money they gave me still keeping 50 dollars on my acc didnt win which was fine but tired to take my balance of 50 off and withdraw my money fanduel suspended my account and didnt give me any money it has now been over two weeks and they have took 200 dollars from me and will not tell me when I will be getting it also no one is coming to the chats after I wait 20 plus minutes

  Business Response

  Date: 02/11/2023

  To Whom It May ******** We write in response to ********************* recent consumer complaint regarding account issues (ID #*********. After reviewing ********************* account, I can see it was suspended by our Accounts team on 1/14/2023 for potentially violating our terms and conditions. Our Accounts team reached out to ***************** via email on 2/9/2023. Once their account and documents were reviewed and verified *********************** account was reopened on 2/11/2023. At this time we consider ********************* account issue to be fully resolved.

• Initial Complaint

  Date:02/02/2023

  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 signed up and deposited $50 to my Fanduel Account on 1/15/23. On 1/16/23 I tried to log in, and received an error that my account was suspended. I reached out to the support team as it stated per chat as that is the only way they will allow you to communicate with anyone. I waited 30 minutes to chat with someone for them to say you will get a notice by email and I can't help you and end the chat. On 1/17/23 I did receive the email asking for some documentation which I immediately provided. I have not heard anything since. They have my money and have me locked out of the account. I have tried to contact 3 more times by chat and they say they can't help that it is with another department and I have no way of chatting with them. I have asked for phone numbers and am told they do not have one. They will provide me with no estimated time frame for resolution and will not give me any updates. This has been going on now for 2 weeks and I feel I have been beyond patient. I have just never seen a business conduct themselves they that they are. No communication and holding my money with no option to just get a refund and be done. Any help you can provide will be very appreciated as I feel I am getting scammed.

  Business Response

  Date: 02/15/2023

  
  We write in response to *** **************** recent consumer complaint regarding her Fanduel Account being suspended (ID #*********.
  
  On January 16th, 2023, *** ******* FanDuel account was suspended for security concerns regarding inconsistent activity relating to deposit transactions. 
  
  On that day, **************** contacted FanDuels **************** team regarding the suspension and was escalated to the Accounts Security Team for further assistance. Due to the nature of the suspension, **************** is required to supply a series of verification documents to verify both her identity and previous activity.
  
  Our team contacted **************** via email and requested these documents on January 17th, 2023. **************** responded that same day with the requested information.
  
  After a thorough review of the given material, our team contacted **************** via email on February 15th,  2023, with some additional questions regarding her account activity. **************** was able to provide sufficient information to have her account reinstated.  
  
  Our team reinstated *** ******* Fanduel Account on February 15th, 2023, she has since accessed her account. Fanduel would consider this matter resolved.