ComplaintsforFanDuel Inc.

• Initial Complaint

  10/26/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Or about October 20th of this year, I reached out to Fanduel's ********************** (via chat session) and told them an illegal withdrawal occurred and there was fraud on my account. I believe this was. Breach in their security. as I could not access my account. I was told that the account was locked and they would look into the security breach. The account was locked and turned over to the ******************* for review. I have contacted the service group multiple time since then asking for contact from this *************** They advise me that they will have someone email me, but nothing is ever received. I just want somebody in the Fanduel organization to contact me to re-establish my account. They are holding thousands of my dollars and refuse to respond to providing an update. I want my account restored and an explanation of what happened and why my account was breached.

  Business response

  11/10/2021

  To Whom it may concern,
  
  We write in response to *** ***** complaint regarding their FanDuel account status(ID#*********
  
  On October 20th *** ***** contacted FanDuel Customer Support with regard to withdrawal activity that was apparently fraudulent. *** *****s FanDuel account was then suspended as a precaution. FanDuel values our customers' security to the highest of standards, and the activity on ********s account required further review by our Accounts Team.
  
  On 11/03/21 our Accounts Team contacted *** *****, and further explained that due to some inconsistencies flagged by our system. It was requested that *** ***** provide some details to verify his identity so they can work to resolve the issue.
  
  *** ***** complied, and replied to the request later that day.
  
  On 11/07/21 a letter was sent from our Accounts Team to *** ***** explaining that his account was temporarily disabled for security reasons while the account activity was being investigated. The investigation concluded that there was an unauthorized log-in and funds were attempted to be withdrawn. The request was rejected and the account balance was not affected. The Accounts team further explained that due to this activity ******** would be required to change his password. 
  
  Our records indicate *** ***** was later able to fully access his account on 11/07/21. FanDuel would consider this matter resolved. We appreciate your attention and time in helping us resolve this matter. 
  
  ****
  Customer Experience Recovery Agent

  Customer response

  11/13/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   

  The company acts like they did something. I found the hack, they refused to provide details as to why. They did not respond or provide updates for weeks. Their accounts team and customer service team told me that they cant provide any updates for weeks  They sat on tjousands of dollars.
  

  please provide a credit to ky account for this horrible experience and  provide reason and details of the hack and investigation  this copied and pasted response ia not satisfactiey 

   

   

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

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

  Business response

  11/20/2021

  To Whom it may concern,
  
  
  We write in response to *** ******* complaint regarding their FanDuel account status(ID#*********.
  
  
  Per our prior response, *** ****** FanDuel account was suspended by **************** based on the fraudulent activity that was reported by *** ***** on 10/20. Due to the increase in Frauds cases, as a result of our recent Connecticut state launch, there was a delay in getting this issue researched and resolved in the way this issue normally would.
  
  
  On 11/03/21 our Accounts Team contacted *** *****, and further explained that due to some inconsistencies flagged by our system. It was requested that *** ***** provide some details to verify his identity so they can work to resolve the issue. *** ***** complied and replied to the request later that day.
  
  
  On 11/07/21 a letter was sent from our Accounts Team to *** ***** explaining that his account was temporarily disabled for security reasons while the account activity was being investigated. The investigation concluded that there was an unauthorized log-in and funds were attempted to be withdrawn. The request was rejected and the account balance was not affected. The Accounts team further explained that due to this activity ******** would be required to change his password. 
  
  
  Our records indicate *** ***** was later able to fully access his account on 11/07/21. FanDuel would consider this matter resolved.
  
  
  We understand that this was a significant inconvenience to *** *****. Not having access to the account during this time was frustrating. Our Accounts Team needed to follow up on the details that they were reported, and proceed with due diligence to ensure the issues were properly identified and addressed. Upon completion of the review, our Accounts Team contacted *** *****, and he was able to access his account later that day.
  
  
  Per request, we have credited *** ****** FanDuel account $75 today 11/20/21 for this inconvenience. We value *** ****** as a customer, and regret that the details that needed to be reviewed and confirmed could not be resolved faster. As, mentioned before we highly value our customers' personal information, and the Accounts Team needed to proceed with their due diligence to resolve this matter.
  
  
  FanDuel would consider this matter resolved. We appreciate your attention and time in helping us resolve this matter
  
  
  ****
  Customer Experience Recovery Agent

  Customer response

  11/23/2021

  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 thank Fanduel for their credit and to why it took weeks to resolve  although poor that it takes weeks i appreciate the response  fanduel should use more in depth answers like this when answering emails or account specialists deleting emails with no response  it would make it easier for the consumer

  fanduel however has failed to answer what happened who it was and how did they login  a problem on their end or mine?  I expect to know more about this investigation that took weeks. If you really did an investigation what happened. I believe there was none done as you fail to tell what happened. Seems like a delay tactic as you worked thru internal staffing issues 

   

   

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

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

• Initial Complaint

  10/25/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I just sent in a complaint about FanDuel suspending my account. I also wanted to mention that on 10/20 which is the day I opened the account I deposited $1000 dollars. Also on 10/20, I placed a $1000 dollar bet on the money line for the ***** Heat vs *************** game. I placed the bet on ***** to win and they did. This was the only bet that I placed. The money line was +118 at the time I placed the bet which means that I should receive a payout of $2180. Thanks again.

  Business response

  11/08/2021

  To Whom it may concern,
  
  We write in response to ************** complaint regarding their account issue (ID# ********
  
  FanDuel has previously responded to another complaint (ID#********* by ************ with regard to their account issue. **************** FanDuel account was suspended for account inconsistencies.
  
  The details from this complaint (ID# ******** appear to be a supporting claim as to a deposit and wager placed by ************. FanDuel can confirm this activity was registered on the account.
  
  On 11/1/21 a member of our Accounts Team followed up directly with ************ requesting some personal detail documentation, which could potentially clear up the activity in question.
  
  As of this day 11/8/21, our Accounts Team is still waiting for a reply on this issue. We will continue to work to get this case resolved, once the proper documentation has been submitted.
  
  FanDuel would consider this matter resolved, as we have communicated what is necessary from ************ to review his case. We look forward to fully resolving the case once the documentation that was requested is received.
  
  We appreciate your attention and time in helping us resolve this matter. 
  
  Best Regards,
  
  **** 
  Customer Experience Recovery Agent.

  Customer response

  11/10/2021

  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 reject fanduel's response to complaint #********. Although I replied to the email that fanduel sent me on 11/01/2021 requesting documentation, and I attached all requested documentation on that reply which I sent on 11/01/2021, fanduel is claiming that I did not reply to the email. Also, I sent the documentation twice again on 11/09/2021 and they did not respond to those emails. Therefore, my account has remained suspended and I have no way of getting into my account to see that my wager went through and that I won the money from the wager that I placed. 

  
  

   

   

   

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

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

  Business response

  11/14/2021

  To Whom it may concern:
  
  
  We write in response to ************** complaint regarding their account status (ID#*********
  
  
  On 11/11/21 our Accounts team received the required documentation to review for ************* FanDuel account to be reinstated.
  
  
  Our Accounts Team reviewed the documentation and account activity. Upon review the Accounts Team was satisfied with what was submitted. ************** account was then reactivated.
  
  
  Our records indicate ************ accessed his account later on 11/11/21, and the account is currently active.
  
  
  FanDuel would consider this matter resolved. We appreciate your attention and time in helping us resolve this matter. 
  
  
  
  Best Regards,

  ****
  
  Customer Experience Recovery Agent
  
  

  Customer response

  11/17/2021

  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

  10/25/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  On 10/20 I opened an account with FanDuel. On 10/21 I tried to sign in and it said that my account had been suspended. I contacted customer support that day and they told me that the accounts team needed to review my account. I also received an email saying that there was activity on my account that required further review and that the accounts team would contact me as soon as possible. Today which is 10/25 I still have not heard from the accounts team so I contacted customer support again. They once again told me that the accounts team would be contacting me. I asked them if they would allow me to speak directly to the accounts team but that request was not fulfilled. Thanks

  Business response

  11/08/2021

  To Whom it may concern,
  
  We write in response to ************** complaint regarding their account issue. (ID#*********
  
  
  ************ contacted FanDuel using our chat service on 10/21/21.
  During the chat ************ mentioned he received an email from Fanduel mentioning his account has been suspended for inconsistent activities.
  The customer service agent confirmed as much and passed the case for our Accounts Team to review.
  
  
  On 11/1/21 a member of our Accounts Team followed up directly with ************ requesting some personal detail documentation, which could potentially clear up the activity in question.
  
  
  As of this day 11/8/21 ,our Accounts Team is still waiting for a reply on this issue. We will continue to work to get this case resolved, once the proper documentation has been submitted.
  
  
  FanDuel would consider this matter resolved, as we have communicated what is necessary form ************ to review his case.
  We look forward to fully resolving the case once the documentation that was requested is received.
  We appreciate your attention and time in helping us resolve this matter. 
  
  
  Best Regards,

   

  **** 

  Customer Experience Recovery Agent
  

  Customer response

  11/10/2021

  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 reject fanduel's response to complaint #********. I did reply to the email that requested documentation. On this reply, I attached the document of me holding up a piece of paper with the date. I also attached the image of the front and back of my debit card. Also, I went to the link they sent me in order to upload the the front and back of my drivers license. Therefore, I sent all of the documents they requested. 

   

   

   

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

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

  Business response

  11/14/2021

  To Whom it may concern:
  
  
  We write in response to ************** complaint regarding their account status (ID#*********
  
  
  On 11/11/21 our Accounts team received the required documentation to review for ************* FanDuel account to be reinstated.
  
  
  Our Accounts Team reviewed the documentation and account activity. Upon review the Accounts Team was satisfied with what was submitted. ************** account was then reactivated.
  
  
  Our records indicate ************ accessed his account later on 11/11/21, and their account is currently active.
  
  
  FanDuel would consider this matter resolved. We appreciate your attention and time in helping us resolve this matter. 

   

  Best Regards,

  ****
  
  Customer Experience Recovery Agent
  
  
  
  
  

  Customer response

  11/17/2021

  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

  10/25/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On Oct 21, 2022 my brother in law told me about Fanduel and how they have a promotion for a risk free bet up to $1000. I signed up for an account while living at my brother in law's house and began to wager day 1. My account was initially locked because I forgot to enter the "s" in my ************* email. Once they reset it and confirmed my ID we were good to go. I placed a risk free bet of $1000 on Oct 21, 2022 (BET ID: *****************) for +180 odds to win $2800. This was my first and only bet. The bet won to my luck! That same night, I went to cashout and withdraw funds. I went to withdraw my funds and saw that paypal was the first and only option that I can use that suits me. I have a paypal account but I hadn't logged in in a while so I couldn't remember my password, subsequently getting locked out for 3 days. Since I got locked out, I used an alternate paypal (************************). I got an email saying the funds will be in the account in the next 48 hours. The next morning I have my brother in law check to see if it went thru and instead I got an email saying a $1000 refund has been added to my account and another email saying my account was suspended but didn't say why. I was appauled. I reached out on the chat and someone advised me it was because the paypal was in a different email name. This is obsurd! Had I lost the bet they would've took my money no problem, no care in the world to reimburse, but after I won and withdrew they decided to suspend it. I am living with my brother n law due to hard times right now and this money is needed for rent/bills at the end of the month and now they are holding my remaining $1800 hostage. This is not right! I have a SSN and ID showing who I am. I need this resolved asap before I file a class action suit against FD.

  Business response

  10/27/2021

  To Whom This May Concern,
  
  
  We write in response to *** *********** complaint regarding refund or exchange issues (ID# ********).
  
  
  On October 22nd, *** ***********’s account was suspended by the Accounts Security Team pending identity verification for the use of a card not associated with the primary account holder which is a violation of our terms and conditions.
  
  
  At that time, the pending withdrawal was canceled, and a refund was issued back to the original source of payment for the initial 1k deposit.
  
  
  After providing the requested documentation on October 26th, *** *********** was issued a warning to only deposit money using payment methods made out in his name and his account reactivated.
  
  
  *** ***********’s account is currently active and available for immediate use. Any eligible winnings can be withdrawn per the customer’s discretion. 

  Customer response

  10/27/2021

  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

  10/22/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I recently opened up a Fan Duel account on 10-2-2021 where I deposited 400 dollars from my credit card to my new fan duel account. After about a week, I was successful and withdrew my winnings from my account. I then checked my credit card statement to see that I had two amounts taken out from fan duel. One for the valid 400 dollars and one for a random 500 dollars. I contacted fan duel and they told me that the 500 dollars was put on a prepaid card then I never even knew about. Clearly at this point I was ****** concerned about identity theft of some sort. I reached out to the prepaid card company and they told me that they had no idea what happened but the card was on the way OR I could deposit the 500 into my fan duel account and withdrawal it from there. They walked me through those steps and I was able to get the money on my account. During this process, Fan Duel suspended my account and it was sent to the mysterious accounts team that I feel at this point isnt even real. In the countless live chats Ive had over the past 2-3 weeks all they tell me is that its with the accounts team and someone will reach out. Also, Ive received several emails from fan duel support that my case has been closed yet my account is STILL SUSPENDED and Ive heard nothing from anyone in 2-3 weeks. Just plain emails and ZERO help from live chat reps.At this point I am concerned, confused and at a total loss for words. Any and all help would be greatly appreciated as no one at fan duel seems to be truthful or care. Thank you!

  Business response

  11/04/2021

  To Whom It May ********************** write in response to *** ********** recent consumer complaint regarding his deposit issues with a partner of FanDuel. (ID # *********.
  
  
  After review, *** ********** account was initially suspended on 10/10 after he contacted us about an unauthorized $500 deposit As is our procedure we suspended the account and passed to our Account Security team to investigate.
  
  
  Due to a backlog our Account Security team was unable to reach out to ********************** until 10/25. This led to us uncovering this was an issue with a payment provider partner of FanDuel which provides prepaid cards to use on our site. The $500 was deposited to the prepaid card, not FanDuel. The $500 has since been refunded and the issue resolved. Since this matter was resolved and we have reopened *** ********** account, we consider this matter resolved. 
  
  
  We apologize for the lengthy wait and appreciate your patience throughout this process.

• Initial Complaint

  10/21/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  In July of this year I had my identity stolen, and the criminal used my information to create a FanDuel Account in my name, and transfer $600 from my checking account into the fraudulent FanDuel account. After much back and fourth with the customer support team, the company agreed that the transactions were fraudulent, and told me that the money would be refunded into my checking account within 3-5 business days. It has now been 18 business days and I have not been refunded. I opened a new ticket 10/13 to inquire about the refund and this ticket was closed with no warning or explanation. I then opened a third ticket 10/15, to which I have received no reply. Their website promises a response to support tickets within 12 hours and it has now been 6 days.This company does not seem interested in refunding the stolen money, or in helping me in any way. Their "customer service" has been abysmal, and I just want my stolen money back. The email chain from FanDuel is attached.

  Business response

  11/04/2021

  To Whom It May ****************** write in response to *** ******* recent consumer complaint regarding service issues (#********).
  
  *************** first reached out on 8.26  claiming she was the victim of identity theft and never created an account. This was immediately escalated to the Accounts Security Team who took the appropriate measures to close the account and resolve *** ******* issue. All charges were refunded on 9/27/21. 
  
  
  **************** reached back out ***** stating she never received the funds. Our account security team advised *************** that a chargeback had been initiated for the deposits in question for card ending in **** and if she no longer has this card the funds were returned to the the issuing bank (BBVA USA). 
  
  
  FanDuel would consider this matter resolved.

• Initial Complaint

  10/21/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  FanDuel just opened up in Connecticut. I was part of a small group of users for the soft launch. On the first day, I deposited $2,500. Everything looked good from an account standpoint. My location verified and I was able to place bets if I wanted to. I logged out. I logged in later that day to place a bet, and I got a message saying my account was suspended with no reason given. Since then, I have tried to get this resolved almost daily with support. On live chat, I am told that an account specialist will get back to me via email, but they never do. It's been over 3 weeks now. If I email support, I get a reply back within a day or 2 saying my case was closed without any explanation. I emailed a key account manager directly named **** ****** who also ignored me. I haven't done anything wrong and this company straight up stole $2,500 from me and won't respond to my repeated attempts to resolve this. This is a horrible company and I am considering legal action against these thieves.

  Business response

  11/03/2021

  To Whom it may concern,
  
  We write in response to *** ******’s complaint regarding their account status (ID#********)
  On October 14, 2021, *** ****** logged into his Fanduel Sportsbook Account and deposited $2500. He received an additional 50% deposit bonus totaling $1,250 in bonus funds as part of a promotion.
  
  *** ****** contacted Customer Support later that day October 14th indicating he was able to connect through his computer to his account but was unable to connect through his iPhone.
  
  As it turns out, his iPhone had been blocked by our 3rd party provider GeoComply for a boundary configuration issue. A note was placed on his account indicating as such. A Customer Support agent saw the note and suspended the account and passed the case to our Fraud Department for review.
  
  *** ****** went to access his account the evening of October 14th and was apparently unable to access his account from any device. He chatted into our Customer Support looking for an explanation, but since the account was passed to our Fraud team, no information was available to our general Customer Support as to the status.
  
  With the recent activity with regard to our Connecticut Sportsbook launch our Fraud Dept. was backlogged for a few days. Many new cases were created in a short period of time. We genuinely apologize for not being able to address the matter in the way it normally would have been.
  
  The case was reviewed by a Fraud Manager on October 22, 2021. It was determined the issue the iPhone device was excluded by the 3rd party provider(GeoComply)
  The account was ok to be activated and the user could access their account going forward with the exception of using the restricted iPhone.
  
  Our records indicate *** ****** attempted to access his account between October 22, 2021 and October 24, 2021 but was unable to as he was using the restricted iPhone device.
  
  On October 25th, 2021 *** ****** accessed his account using a different iPhone device
  He was able to fully access his account with complete access to his FanDuel Sportsbook account. At this time he had complete access to his deposited funds as well as the additional credit bonus received.
  
  FanDuel would consider this matter resolved. We appreciate your attention and time in helping us resolve this matter. 

  Customer response

  11/04/2021

  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

  10/18/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On 10/1/2021 I entered into 2 tournaments. One tournament that had an entry of $3300 and another for $333. The tournament began at 4:05pm pacific time zone. While finalizing my roster for the tournament I was changing players all the way up until the last 15 minutes until the first game began. I was able to make a lineup change at 4:01pm but when I attempted to return to the tab upcoming before 4:05pm my lineup/team would not populate in that tab. Because I was unable to access my lineup and make a change to my Pitcher position I lost both of these tournaments and had a net loss of $3,633. If I was able to make the change, I could have won over $7,000 between both tournaments. I contacted my so called VIP representative the next day and he was unable to help me. I contacted customer service and they were unable to help. He did not ask a manager or anybody. I have reached out to customer service and their ******* team and nobody has been able to help me.

  Business response

  11/03/2021

  To Whom This May ****************** write in response to *** ************ complaint regarding refund issues (#********).
  
  We have spoken with ************************** directly and resolved this case as of Oct. 21st, 2021.

• Initial Complaint

  10/15/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On October 10, 2021, I tried transferring $500 dollars from my bank card to my Fanduel account. The transaction showed as pending until October 12, when the transaction was approved and the $500 was removed from my bank account. On October 13, the money was not in my Fanduel account. I tried contacting Fanduel three different times and they told me that the bank declined the transaction, even though my bank approved it and the money is gone from my account, and showing them a screenshot of the transaction clearing the bank. I tried getting forwarded to Fanduels account dispute department and they refused telling me to contact my bank. My bank said the charge was cleared and are currently diputing the charge as well.

  Business response

  10/28/2021

  To Whom This May ****************** write in response to ******************** complaint regarding repair issues (ID#*********. 
  
  ****************** successfully made a deposit on 10.10.21 using the FanDuel Prepaid Card.
  
  Most banks do not permit online gambling and our prepaid card allows the customer to fund their account through a third party provider rather than the bank directly. Doing so is a multiple step process, you first fund the prepaid card and then transfer the funds from the *** onto your personal account.
  
  In this case, ****************** successfully funded the prepaid card but did not transfer the funds onto his online account.
  
  If *** **************** not withdrawal the funds from the prepaid card, they will still be available for use online or can contact the provider directly and request a refund.
  
  FanDuel would consider this matter resolved.

• Initial Complaint

  10/13/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have an account with *********** . And on Mon, Oct 11 at approximately 1:20 AM I logged onto my *********** account and made a deposit of $50 from my Paypal CC , To my *********** account . As soon as I went to complete this transaction It stated instantly across the *********** webpage , that the transaction failed . Then a few minutes later I received an email from Fanduel telling me once again that my attempted transaction was " Unsuccessful. " and Fanduel reference the supposedly failed transaction as " Deposit Reference #: ********* "..............About an hour later I checked my PayPal Debit Account , and paypal showed a " Pending Charge " to Fanduel in the amount of $50 ............Seeing that Fanduel had told me that the transaction failed , I wasn't worried , I figured that since Paypal showed it as a " Pending Charge " that it would probably fall off the next day.......................Over 24 hours later , Now the $50 charge has went from " Pending " to " Completed "

  Business response

  10/19/2021

  To Whom This May Concern,
  

  
  We write in response to *** ****’s complaint regarding billing or collections issues (ID#********).
  
  On Oct 10th at 2:31 AM, *** **** first attempted to deposit using the direct credit card method. This transaction was declined and was successfully processed using the FanDuel Prepaid+ card within that same period.
  
  At 4:27 AM *** **** attempted another $50 deposit using the direct credit method, transaction ID: *********. That was also declined and not deducted from his bank account.
  
  Most banks do not permit online gambling and our prepaid card allows the customer to fund their account through a third-party provider rather than the bank directly. Doing so is a multiple step process, you first fund the prepaid card and then transfer the funds from the prepaid onto your personal account.
  
  In this case, the processed $50 transaction is from the deposit at 2:31 AM. *** **** successfully funded the prepaid card but did not transfer the funds onto his online account. *** **** can review this in his full account history on the FanDuel site or app.
  
  If *** **** did not withdraw the funds from the prepaid card, they will still be available for use online. He can also contact the provider directly and request a refund.
  
  The FanDuel Prepaid Card Support Team can be reached at ###-###-####
  
  FanDuel would consider this matter resolved. We appreciate your attention and time in helping us resolve this matter. 
  
  
  Best Regards,
  
  ****
  Customer Experience Recovery Agent

*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. ↩