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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:08/26/2022

      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.
      Good Afternoon, On August 22nd, I deposited 200$ into my Fanduel Account, so I can play the slots. I won a little over 1000$. I arrived at work and decided to go back into my account to withdraw my winnings and Fan Duel suspended/blocked my account and access to my remaining funds in the account. I have been contacting Fan Duel everyday since this transpired, but no one is getting back to me with a resolved. In turn, I keep getting the same lie/story. I want to be able to log into my account to withdraw my funds or Fan Duel can deposit the money into my account. I have never - ever had an issue with Fan Duel, I really liked them, but they have left a very bad taste in my mouth. Not to mention, I check my back account this morning and the withdrew 170$ from my account and I haven't been online since they suspended my account. I don't want to have no dealings with a company that steals from their customers. After reading the reviews, I am not the only person they did this too!!! Fan Duel needs to be shut down/closed for good. This is not good business and you can never speak to anyone live. I am very hurt, sadden, disappointed and livid, I would never expect this to happen, I will be alerting Mohegan Sun about this, they need to know that this company is mishandling and robbing their customers. They should find another company

      Business Response

      Date: 09/07/2022

      To Whom It May ******** We write in response to ******************** recent consumer complaint regarding account issues (ID #********** After reviewing ******************** account I can see that their account was suspended by our Accounts team on 8/22 for having a large amount of declined deposits in a short time span. This was resolved by our Accounts team on 8/29. On 8/30 ******************** account was suspended again by our Accounts team for owing FanDuel chargebacks. Our Account team member explained to **************** on 8/30 why they owe FanDuel money due to these disputed transactions resulting in these chargebacks. In order to resolve this matter and reopen ******************** account, they would need to pay the chargeback owed in the amount of $1,048.30. Until this is repaid, ******************** account will remain suspended. Thank you for understanding.

      Customer Answer

      Date: 09/08/2022

      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:

      Unfortunately, the information given by fanDuel was false. They gave me many different reasons why my account was suspended. I dont owe them money and have copies to back me up. I reported to my back how the suspended my account on 8/22 in the morning before 7:00 immediately after I won $1000. On 9/23, they debited my account in the amount of $1050. Why would you steal my money from my banks and you have my winnings? In turn, my bank commenced a claim/investigation. While doing so, they credited my account until they retrieve the funds from FanDuel. Then on on 8/26 they took money out of my 2nd bank in the amount of $140 and they also started an investigation and they credited my account as well until the investigation was over. Keep in mind, my account was suspended for a week and some days, they still had my winnings and withdrew monies from both of my banks. So, I ask you, how can I do anything online when they suspended my account? Theres no way possible for me to do so when I have no access to it, because they suspended my account. It appears to me, because they fraudulently withdrew monies from both of my banks, who credited me what Fanduel took out of a suspended account . They had to pay my banks, so now theyre trying to get that money back from me. My banks refunded me what you stole and you had to paid them back!!! JErgo, you can keep my account closed, because I dont to business with thieves!!!

       

       

       

       

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


      Sincerely,

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




       

      Customer Answer

      Date: 09/23/2022

      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 still disagree with FanDuel, so does my bank and *********** Director. I dont want a response from FanDuel. I have no interest in corresponding with them or their online service. I have been turned off by them. DraftKings is the absolute BEST! They are not crooks and I have never-ever had an issue with them.  They got their stuff together and I love them!!! So keep my account closed and delete it as well.

       

       

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


      Sincerely,

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




       

      Business Response

      Date: 03/09/2023

      To Whom It May ******** we write in response to ********************************* recent consumer complaint regarding account issues (ID #**********

      After reviewing ******************** account, we can confirm that all deposits made on the account were made and authorized by ****************. The money was then used to wager, and all winnings were withdrawn by **************** prior to the account being suspended for chargebacks on 8/30/22.

      **************** disputed deposits in the amounts of $500, $350, $100, and $100 which came to a total of $1,050. At the time of the dispute and suspension of the account, we were able to collect $1.70 from *** ******* account. This money was owed to Fanduel due to the disputed transactions for funds, she had already wagered.

      To resolve this matter and reopen ******************** account, she would be required to pay the chargeback owed in the amount of $1,048.30.  ******************** account will remain suspended until the debt is paid.

      **************** has expressed she no longer wants to correspond with Fanduel and would like for her account to remain closed or deleted. She has successfully deposited and wagered through her funds and is not owed any money, at this time. **************** was also able to withdraw $1,600 in winnings prior to her account being re-suspended for chargebacks on 8/30.22. As such, there is no further action to be taken at this time.

    • Initial Complaint

      Date:08/24/2022

      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.
      I received an email from Fanduel saying my account had been suspended for inconsistent activity. I tried reaching out to Fanduel support and was told this information is not visible to them and that I would be contacted by the accounts team. I did nothing inconsistent and have been using their website since it launched in ********. I had 2 active bets in my account each worth $50 and now am unsure if I will ever get my money out of Fanduel if they win.

      Business Response

      Date: 09/06/2022

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

      The user reached out on 8/23 when their account was suspended. They were advised that someone on the Accounts team would be reaching out via email.

      The user received an email on 8/30 from the Accounts team requesting verification documents. They complied and supplied the necessary documentation. From there the Accounts team member advised the user that the recent actions on their account were against policy and was told this would be their final warning. The user acknowledged and the account was reactivated on 8/30 allowing the user to continue playing and withdraw as they please.

      We apologize for any inconvenience. However, at this time, the user has been advised about their account, the account has been reinstated, and we consider the matter resolved.

      Customer Answer

      Date: 09/08/2022

      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:08/22/2022

      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.
      Multiple blackjack ****** taken from me, when hand was never played. One of the hands was played at 12:05 am on 8/21/22. When I got kicked out and logged back in, the wager was gone. I clicked on the bet # for this and it had an error message at first. Now it links this to another bet # that is inaccurate. I then received messages that I was locked out of my account. I have not been able to reach fanduel by phone, email or chat

      Business Response

      Date: 09/13/2022

      To Whom It May ****************** write in response to ********************** recent consumer complaint regarding failed Blackjack rounds and account login issues (#********).

       

      On August 22nd at 6:44pm EST, ****************** connected with FanDuel Customer Support regarding the failed Blackjack round issue. Once he provided all the relevant information to the agent, the issue was escalated to the Casino IT team so they could investigate. After review and collaboration with the game provider, it was determined that the rounds did not complete due to an error and therefore no winnings could be provided as a result.

       

      ****************** was supposed to have been informed of these findings, and a $100 courtesy credit was to be applied for the inconvenience. Unfortunately, he was not updated with this information and his account was not credited appropriately, and for this we sincerely apologize.

       

      As for the account login issue, ****************** simply needs to reset his password. We have followed up directly with him via email with a secure link to reset his password, and informed him that his account has been credited $100 for the failed Blackjack round issue.

       

      Now that the $100 has been credited and a password reset link has been sent, FanDuel considers this matter resolved.


    • Initial Complaint

      Date:08/22/2022

      Type:Product 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 opened my FanDuel account couple of days ago..and everything was going smoothly and good..then suddenly I received the email from FanDuel saying that my account has been suspended due to inconsistent activity and my all withdrawal requests have been canceled.please help me resolve this issue..it is really important for me to get access to that account immediately..I tried to contact the FanDuel customer service team by sending them email and also submitting the ticket on their website..no response yet..please help..

      Business Response

      Date: 09/01/2022

      We write in response to *************************** recent consumer complaint regarding refund / exchange issues (ID #*********. 

      On August, 20, 2022, *************** FanDuel account was suspended for security concerns regarding inconsistent activity relating to deposit transactions.

      After reviewing information regarding **************** account, on August 25, 2022 ************** was contacted by FanDuels Account team regarding the inconsistent activity. Due to the nature of the suspension, ************** was required to supply a series of verification documents to verify both his identity and previous activity.

      After ************** was able to provide us with information regarding his depositing activity we were able to educate ************** on proper depositing methods.  

      In addition to the above during the time of our review process, ************** made concerning comments to our customer service staff that were concerning regarding our standards for responsible gaming , another member of our accounts team reached out to ************** concerning those comments.  ************** was able to clarify the comments made to our team and he was educated on FanDuels general guidelines.  

      As a result of our review, **************** account was reactivated on August 25, 2022.  FanDuel would consider this matter resolved.

    • Initial Complaint

      Date:08/19/2022

      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.
      Hello I am making a complaint due to my account being suspended I have contacted FanDuel numerous times just to be told there is no time frame for this problem I always have used FanDuel since day one and never had any issue I went to cash out my winning for a counter pick up just for my account to suspended for Inconsistent activity with no further explanation, I would like my money and I probably wont be using them again because this is terrible customer service due in part that u have to wait for an account team to reach you with no detail time line so u basically just have to sit around waiting for your money , I have cashed out multiple times with no issue and have lost money multiple times no issue but all of sudden my account is locked so can I please get someone to help me resolve this issue thank you!

      Business Response

      Date: 08/31/2022

      We write in response to ****************** recent consumer complaint regarding Service issues (ID #*********

      *** ****** account was suspended on 8/18/22 for activity on their account that required further review and out of an abundance of caution, we suspended the account while we investigated this activity.

      On 8/22/22, a member of our Accounts team reached out to ************** to verify some account information. ************** provided the necessary documents and materials provided.

      After a review of *** ****** materials, our Accounts team member reactivated their account for immediate use on 8/23/22.

      We at FanDuel have closed this case and consider this decision to be final.

    • Initial Complaint

      Date:08/19/2022

      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.
      My account was suspended right after winning. A notification was sent to me that my bank said the charges were unauthorized and this is not the case and I have that in writing from my bank. No one tried to contact me to discuss any of this, just immediately suspended my account and said I wasnt getting my winnings. Pretty suspicious and if you ****** it, seems to happen on a daily basis. Zero customer service or support to reach out to for helpZ. How can I get an account matter resolved when you have absolutely no way for me to contact you other than a chat feature that has hour wait times and only gives copy/paste worthless answers. You are holding my money hostage and I cant even sign into my account!

      Business Response

      Date: 08/31/2022

      To Whom It May ****************************** write in response to **************** recent consumer complaint regarding the suspension of her account (#********).

       

      On August 10th, **************** account was suspended by our Accounts Team. This was due to a notice we received on an incoming disputed deposit on her account. While this is only an alert, there is a high likelihood of that alert becoming an actual chargeback, in which case funds may be deducted from **************** FanDuel account. This would result in her being responsible for repaying the owed balance. While we understand any frustration on **************** part, suspending a user's account in order to rectify these situations is FanDuel protocol.

       

      On August 19th at 12:25AM EST, ************ contacted our Customer Support team via our online chat service. Immediately after that conversation concluded (at 12:29AM EST), **************** case was escalated to our Accounts Team for review.

       

      On August 23rd at 4:39PM EST, a member of our Accounts Team reached out to ************ via email, requesting that she provide specific information in order for our team to review her account for reactivation. This email was never responded to by ************.

       

      We apologize for the delay in our team following up with her after the initial outreach. However, we advise that ************ respond to this email with the required information so our team can continue their review.

       

       

    • Initial Complaint

      Date:08/19/2022

      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.
      On or about august 15 I made a withdrawal. 1 day later my account was suspended for suspicious activity. Business had no problem accepting my ***** deposit but when I decide to withdraw there activity is suspicious. Tried to contact ******************* and the team told me that the account team cannot speak to them about why my account is suspended. So now my money is tied up with them and they can choose to do what they want without letting me know timely and keeping me in the dark. I will update once I hear an actual resolution

      Business Response

      Date: 09/01/2022

      To Whom It May ****************** write in response to ***************************** recent consumer complaint regarding their account suspension (ID #*********.

      On 8/16/22, *** ******** account was suspended for inconsistent activity, requiring an additional review. ****************** reached out to our Accounts team regarding the suspension on the same day. We advise users to give our Accounts team about a week to fully complete the review, depending on the queue. 

      On 8/19/22, our Accounts team began the security review, and on 8/23/22, a team member reached out for further clarification on the activity in question. At 10:44 AM, the Accounts team member working on the case reactivated the account after completing the security review, and ****************** was free to use his account. 

      We apologize for any inconvenience. However, at this time, the users account has been reviewed and reactivated and we consider the matter resolved.

    • Initial Complaint

      Date:08/19/2022

      Type:Product 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 recently signed up for a FanDuel Sports Book account and later notified that my account was under review and that if I didnt upload source of funds documents my account would be suspended. I went ahead and did so only to find out that my account was suspended. I have repeatedly tried to contact customer support but no one responds nor do they provide any context or detail as to why I have been suspended. I have since resubmitted my proof of funds but no one has confirmed they received my information again, nor have I been given a timeline as to when I will be reinstated. I have multiple withdraws still pending which they won't release which are incurring interest and penalties. I have followed all the rules exactly as I should, I don't have multiple accounts, I don't use a VPN, my only fault is I withdrew a larger sum of money that got flagged. The purpose of "customer support" is to support a customer and help find a resolution or give an explanation as to why. I have yet to get that from anyone, let alone an email back. I shouldn't have to go through the BBB to get in touch with customer support.

      Business Response

      Date: 09/01/2022

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

      On 8/4, during a routine review, weve identified *** *********** account as a substantial account.  In order to remain compliant with regulatory standards, were required to conduct review accounts with such levels of gameplay.

      We requested a Source Of Funds for ************************ and in this request, we advised that there is a 14-day period for him to load this, at which point we will need to suspend his account.

      ************************ did not upload the correct documents and was explained to do so. During the review period, ************************ entered the wrong Monitored Customer ID number, which has since been corrected, however the account was suspended on 8/18.

      After completing the Source of Funds request, the account was reactivated on 8/22.

      On 8/29, the account was suspended again as further information for our required withdrawal reports. As of of 9/1, ************************ has been contacted to resolve this matter.

      This matter is still under review.

    • Initial Complaint

      Date:08/18/2022

      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 August 4, my account with Fanduel was suspended and I received an email saying it was suspended due to inconsistent activity. On August 6th, they requested a self portrait of me with the current date; a picture of my drivers license; and a picture of my debit card with my name on it. I supplied them with all the requested information and received a standard email saying they would get back to me. This has been almost 2 weeks ago and after several emails I have not received a response. The companies voicemail box shuts off after 5 seconds and when you attempt to cyber chat with them they say no one is available. I have $350 in this account which I have no access to. This has become extremely frustrating not being able to have any communication with Fanduel to get this resolved. I see on the BBB website I am not alone.

      Business Response

      Date: 08/23/2022

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

      On 8/4/22, the Accounts Security Team suspended *** ******* account pending payments and identity verification due to site rules violations. He immediately contacted Customer Support and the case was escalated to the Accounts Security Team for further review.

      On 8/5/22, **************** was first contacted by a Security Team analyst who requested that he provide the appropriate documents to verify his account - front/back of the card used for funding, selfie holding a paper with the current days date, and a copy of their valid state issued ID. **************** returned a portion of these documents the following day 8/6/22 and then submitted the remaining documents on 8/22/22. After a review of the provided material, we determined that they were sufficient to allow him access to his account.

      Accordingly, as of 08/22, *** ******* account was reactivated with a ***** warning to cease all activity that is a breach of our terms. **************** has since regained full access to his account and any available funds post suspension. We sincerely apologize for the delayed resolution and inconvenience this may have caused. FanDuel would now consider this matter resolved.

    • Initial Complaint

      Date:08/17/2022

      Type:Product 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 have requested Fanduel to stop sending me automated emails and fix their system so that I stop receiving other users support tickets. It has been multiple months and nothing has been done about this issue. I use my email for commercial purposes and this has cause me to have to pay for more storage to keep up with the amount of emails that I have to delete

      Business Response

      Date: 08/18/2022

      To Whom It May **************************** write in response to *** ******** recent consumer complaint regarding unwanted email and mail.. ID # *********.


      We have made sure to add ****************** to all mail and email removal. We apologize for any unwanted emails or mail. 


      Thank you for letting us know. This should take a few business days but after that no mail or email will be sent and this will be resolved. 

      Customer Answer

      Date: 08/19/2022

      Better Business Bureau:

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

      I will be keeping this case open for the time being. I also am requestiong my account be reopened if this is issue is deemed noted and fixed. Im not referring to regular subscriber emails, im reffering to complaint tickets sent in my other users of the app coming to my email, thus my account was suspended due to a request sent by another user 

       

       

       

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


      Sincerely,

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




       

    FanDuel Inc. is NOT a BBB Accredited Business.

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