ComplaintsforFanDuel Inc.

• Initial Complaint

  06/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  FanDuel Faceoff sells it self as a head to head multiplayer contest. Where you compete against opponents of similar skill level but the whole thing is rigged in a way that feels illegal. A lot of the games are not skill based and arent luck either but strictly rely on the app saying its time to pay out. They also dont match you with an opponent until after the game is done. When you already have your score. And they can match you to someone who has a higher score than you. Sometimes it can take hours to find an opponent after you already played the game. And they force you to play the most unfair games as part of there rewards programs. They do a lot to guarantee you lose money.

  Business response

  06/28/2024

  To Whom It May ********************** write in response to ********************* recent consumer complaint regarding Service Issues (ID #*********.
  
  
  FanDuel Faceoff aims to match players with opponents of similar skill levels to ensure a balanced competition. The matching process might sometimes take longer to find the best possible match, but our goal is always to provide a fair contest. The games offered on FanDuel Faceoff are designed to be skill-based. However, we understand that some games might feel different. We are continuously working on improving our games to ensure they are fair and skill-based. Delays in finding opponents can occur due to the availability of players with similar skill levels.
  
  
  If you have any specific instances or further details you'd like to share, please reach out to customer support.

• Initial Complaint

  06/25/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Recently deposited $2,000 as a new member to FanDuel Sportsbook which enabled a promo that granted $1,000 in Bonus Bets. I bet all bonus bets once received and won $500. Prior to winning funds being added to my balance for withdraw, my account was placed in a suspended status requiring me to provide certain verification documents due to inconsistencies. During this suspension, the $2,000 I deposited and planned on withdrawing within the next few days was unavailable to me, placing me in an undue financial hardship as this money cannot be returned to me and thus I no longer have the ability to apply these funds to any of my other obligations. When requesting an updated timeline for account restoration, I was simply notified that the accounts team has it for action and will work to resolve it. Withholding money that was never used for any bets is an unsatisfactory business practice.

  Business response

  07/02/2024

  To Whom It May ****************** write in response to ************** recent consumer complaint regarding Refund Or Exchange Issues (ID #*********.
  
  On 06-24-2024, ************** FanDuel account was suspended by the Accounts Security Terms for suspected Deposit Fraud. Due to the nature of the suspension on his account, ************ was asked to upload verification documents in order to verify his identity and start the account review process. ************ provided the needed documents and his case was escalated to a member of the Accounts Security team for further review. Per our terms, users cannot ***own/share an account or share a payment method to fund an account. Unfortunately, this includes family members, partners, and spouses. Payment methods used to fund your account need to be in your name and cannot be used on another account here. **************** was advised of our terms and asked to use payment methods that belong to him moving forward. 
  
  While his account was suspended and undergoing review for deposit fraud, ************ made the following concerning comments to our Customer Support staff, which signaled that he was not gambling responsibly:
  "I require some of those funds (plus my winning funds as a result of my bonus bets) to satisfy my financial obligations."  Due to the above comments made by ************, his account was escalated to the ****************************** He was asked to provide further clarity on the statements he made and was given a warning for this type of behavior. 
  
  His FanDuel account was reinstated as of 07-01-2024, and he has resumed play on his FanDuel account. ******************** considers this matter resolved. 

  Customer response

  07/08/2024

  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

  06/24/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  On 5/30/2024 at 7pm CT I placed a futures bet on ********************* for National League *************** at +***** odds. The payout would be $15,075 I thought it was a great value that I could cash out in a few weeks for a decent amount of money. However, *** been told that they wont allow my bet to be cashed.My bet(Skenes for NL MVP) is now worth +3500 on the competing site draft kings, and at those odds my bet would be worth about $2736.00. Thats what Im asking them to honor.These huge betting houses make $$ hand over fist. When the little guy finds a loophole they should get paid.

  Business response

  06/28/2024

  To Whom It May ****************** write in response to ********************* recent consumer complaint regarding Selling Practices (ID # *********.
  
  On June 24th, ****************** contacted FanDuel customer support via live chat and requested assistance with cashing out a wager he placed. Our customer support agent provided our Terms of Use and House Rules, which state, cash out is not guaranteed and is not currently available on all FanDuel sports book markets.
  
  ****************** was upset with this response and threatened to file a BBB complaint and reach out to the Gaming Commission.
  
  Once we received *** ******** BBB complaint, a senior member of the accounts team reached out to him via email on June 25th at 7:24pm.
  
  In this email, we apologized to ****************** for any inconvenience he experienced with the cash-out option not being offered for his wager. We reminded, ****************** that when creating a FanDuel account, he was prompted to read and accept our Terms of Use prior to being given access to wager on the account. As hes been able to use and wager on his FanDuel account, we can reasonably assume that he read, understood and accepted these Terms.
  
  Per Part A, Section 10 - Live Betting & Cash Out says the following:
  
  10.3 = In addition to the rest of these terms relating to Live Betting (which apply equally to our Cash Out functionality), the rules relating to the Cash Out feature are further described here. Please note in particular that for a variety of reasons (including for example technical issues, human error, suspicions of fraud or other improprieties and/or other issues outside of our control), FanDuel Sportsbook cannot guarantee the availability at all times of the Cash Out functionality, even where the functionality has been advertised in connection with a particular event. Please be aware and accept, therefore, that unless Cash Out is available and successfully exercised in connection with a particular Bet, your initial Bet will, unless otherwise provided in accordance with these Terms, stand as originally placed.
  
  Our House Rules state the following:
  
  19. Cash Out - 6. Cash Out is not currently available on all FanDuel Sportsbook markets - a Cash Out icon will be displayed for the markets that support Cash Out. See the Help page for more details on when Cash Out *** not be available. FanDuel Sportsbook will not be liable for any losses that *** arise from the cash out feature being unavailable for any reason.
  
  Also see Part A - Section 8 - Placing Sports Bets
  
  8.8- Please familiarize yourself with betting and gaming terminology and how the various bets and games are operated. If you have any questions relating to the foregoing, please contact us. BIU cannot accept any responsibility if you place a bet in circumstances where you do not fully understand any of the terms involved or how the bet or game is operated.
  
  Part A - Section 26.Liability
  
  26.1 - YOU HEREBY ACCEPT THAT BY USING THE SERVICES, THERE IS A RISK THAT YOU MAY, AS WELL AS WINNING MONEY, LOSE MONEY. YOU AGREE THAT YOUR USE OF THE SERVICES IS AT YOUR OWN RISK AND THE FANDUEL PARTIES ACCEPT NO RESPONSIBILITY AND SHALL NOT BE LIABLE FOR ANY CONSEQUENCES THAT ARE ALLEGED TO HAVE OCCURRED THROUGH YOUR USE, OR MISUSE, OF THE SERVICES.
  
  You can see our Terms of Use here:
  
  ****************************************************************************
  
  Our House Rules here: ***************************************************************************************************
  
  While we understand ****************** would like to have an option to cash out, unfortunately we cannot make the cash out option available upon request. We do provide this information to all customers so that they can make an informed decision prior to placing ****** on our platform.
  
  Although, stated within our Terms that the cash out feature is not guaranteed, we offered to void *** ******** wager as a one-time courtesy and return his stake of $75 to his account balance as a potential resolution.
  
  When we didnt hear back from ******************, we sent a 2nd email on June 26th at 2:26pm with our offer to void his wager and return his $75.
  
  As of June 28th, we have not heard back from ****************** regarding our offer to void his wager.
  
  ****************** is not owed any funds at this time. He has not responded to our emails so we can reasonably assume he is not interested in voiding his wager and receiving a full refund. We do apologize for the inconvenience ****************** has experienced however, FanDuel would consider this matter resolved.

  Customer response

  07/03/2024

  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

  06/23/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  These guys have used a very clever trick to avoid paying out my $1000 bonus as per their casino new player offer that they advertise so heavily for years. So I made an account with them over a year ago. I read their terms and I thought it was too good to be true but still proceeded. Deposited $1k in the casino, tried to double them on roulette but lost everything. I was calm because I thought the new player offer which promises a $1000 refund if you lose has my back. To my surprise instead of a bonus refund I got a suspended account. They made me send invasive documents such as passport photos and selfies which I obliged with and I had the account reinstated however nothing was there when I logged back in. My 1k was either never credited or simply expired. A few weeks ago I remembered about this case and decided to pursue them about it. They told me to basically go away, I tried to contact them again and was told it's all over. I'd like to ask you to help me resolve this with these liars and help me get my $1000 bonus issued.

  Business response

  06/26/2024

  To Whom It May ****************** write in response to ************************* recent consumer complaint regarding Refund Or Exchange Issues (ID #*********. 
  
  On 11-03-2022, *** ******** FanDuel account was suspended for security concerns relating to verification, which alerted FanDuels safeguards and out of an abundance of caution, the account was suspended. 
  
  ****************** contacted FanDuels **************** team regarding the suspension, which was escalated to the Accounts Team for further assistance. Due to the nature of the suspension, ****************** was required to supply a series of verification documents to verify his identity.
  
  At our request, ****************** provided us with the requested documentation. After a careful review of the given material it was found the material provided was sufficient, and we could reactivate *** ******** FanDuel account. The account was reactivated on February 10, 2023.  
  
  During the follow up email in February 2023, ****************** did inquire about the casino promotion, to which he was advised to reach out to FanDuels customer service team for review. Reviewing his chats on his FanDuel account, he did not reach back out regarding the application of the promotion until June 11, 2024. He has since reached out to customer service 3 additional times regarding this promotion.  
  
  He was informed that the application of the bonus was not applicable due to the amount of time that has passed and as the promotion in 2022 since has expired, however, as a good gesture, a member of the accounts team has reviewed, reapplied the casino credits, along with sportsbook bonus bets to the FanDuel account (relating to a pre-registration promotion during the time of suspension. ) on June 26, 2024.
  
  As a result, *** ******** account was reactivated back in 2022 and as a goodwill gesture the bonus credits for casino and sportsbook have been applied to the account (though he was advised in 2023, to reach out to customer service to review) He was notified of such in a follow-up email. FanDuel would consider this matter resolved.

• Initial Complaint

  06/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  FanDuel sports betting company is stealing money from *******. They are altering the time on live sporting events which is manipulating the outcome in their favor. In example I placed a wager on a live basketball game. The time of play in the game was 8 minutes into the third period and the score was 0-0. So I placed a wager to go under 45.5 points. Then a minute later when they still havent scored much I placed another wager for under 51.5 points believing that there was only 6 minutes left in the period. Well it gets down to a minute left in the period and the score total was under 40 points. The time of the period went to zero and then blank which means the period is over. Believing I had won I went to check my balance and it was still empty. I waited a couple minutes because sometimes it takes a few minutes and it still hadnt gone through. I went back and looked at the game and noticed the fourth period had started and the final score of the third period was totaling 52 points. Meaning I lost both ******, I was extremely confused because it said that it ended and I should have won that bet. So I monitored the fourth. And it said it was eight minutes into the game and the same thing happened and I took screenshots of all of it. They are manipulating the time in their favor so we think we have a chance at the score going under When theres more time to be played in the game and they have an extra 2 to 4 minutes of playtime to score more points that we dont know about they are robbing us and someone needs to step in and help us and do something about it because this isnt fair . All they can say is they are not responsible for the time frames of live bets, which is just an excuse to rob us, and steal from the public.

  Business response

  06/22/2024

  To Whom It May ********************** write in response to ***************************** recent consumer complaint regarding Service Issues (ID #*********.
  
  
  The consumer placed ****** on a live bet. The scores and times displayed come from a third-party provider, which can cause delays or errors. This is advised in our terms and conditions that the consumer agreed to on 2024-04-03 at 3 p.m. We recommend all users watch live games on a relevant sports site and not rely solely on our site, as there can be errors. If the consumer chooses to rely on our site, they do so at their own risk.
  
  
  In section 10.2 of our terms under live betting, it is explained to all our users:
  
  
  "Please note that in the case of Live Betting, you may not at any time be able to see or otherwise be provided with the most up-to-date information in relation to the relevant event, including for example (but without limitation), through delayed coverage, a slow connection or equipment, or other system flaws, faults, errors or service interruption. FanDuel Sportsbook shall not be liable for any delay in relaying up-to-date information."
  
  
  "FanDuel cannot guarantee the accuracy or timeliness of live scores, time remaining, and the status of games displayed on the FanDuel Sportsbook Website and the FanDuel Sportsbook Betting Apps in connection with live betting, which may come from third parties not controlled by FanDuel. We accept no liability for the incorrect display of this information. If you rely on this data to place bets, you do so entirely at your own risk."
  
  
  For more details, see here: ********************************************************************

• Initial Complaint

  06/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Went to ********* for a guys weekend and set up a fanduel account to bet a couple games and get the free play. After I got the free play and placed the bet they suspended my account after both bets I placed started. Both bets I placed were up and they suspended my account b4 the game finished and havent unlocked my account. Every time I try to talk to support it closes my chat and says support will email me. ****** got a email and account is still locked.

  Business response

  06/22/2024

  To Whom It May ********************** write in response to *************************** recent consumer complaint regarding Service Issues (ID #*********.
  
  
  On 6/21 the consumers account was temporarily suspended for a deposit verification this is standard for security reasons. Our Fraud team will reach out to the consumer to start their review.

  Customer response

  06/24/2024

  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

  06/21/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My FanDuel account was hacked and an email bomb sent to my email. The hacker deposited money and withdrew money. They suspended my account and are asking for proof of identity in a way I see as a scam. The email from FanDuel Group is asking for photo of my debit card used front and back, a photo of myself holding a piece of paper with the date on it, and upload my drivers license.

  Customer response

  06/27/2024

  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

  06/21/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  6/20/2024: Deposit made in the amount of ***** Bet ID: 0/********/*******. Placed 6/20/2024 7:12PM ET BBB,I placed a wager on a CFL Football game. The Montreal Alouettes beat ****** ***** and covered the -6.5 spread so I won the bet in the amount of *****. I went to withdrawal the amount & in my Fanduel account i received a ticket #**************** which reduced my balance to zero then received several emails stating my dedit card request was not successful. The transaction reference #********* stated the funds would be returned to my account at 1:09 AM, but at the same time another email stated my withdrawal request will be completed in 24 hours with the same reference number. The debit card they have on file works fine. My playable balance is $0.00. so even if there was a technical, unknown as like **** on chat said what is known is that I won a **** ********************** has decided to give me the run around regarding the withdrawal. I have screenshots of the group chat as well.

  Business response

  06/22/2024

  To Whom It May ****************** write in response to *********************************** recent consumer complaint regarding Refund or Exchange Issues (ID # *********.
  
  On 6/20 at 10:50pm, ********************** won $57.27 for Bet ID# O/*******/*******. A withdrawal in the amount of $57.27 was initiated at 10:52pm and so the account balance was amended to zero.
  
  Seems that an issue occurred with the withdrawal email confirmations. This was quickly investigated by our engineers and resolved. This did not impede the withdrawals as they continued to process within the appropriate timeframe.
  
  When ********************** processed his withdrawal, our engineers were still working on fixing the issue with the withdrawal confirmation emails. This resulted in ********************** receiving several emails regarding his withdrawal.
  
  We do our best to make sure that the app runs smoothly 24/7 for all customers to have an uninterrupted experience and are truly sorry for the inconvenience this caused. It's not ideal when these things happen, and we always work quickly to resolve.
  
  ************************ withdrawal processed within the allotted timeframe of 24 hours for a debit card withdrawals. The withdrawal was completed on 6/21 at 12:10p.m. which was well within 24 hours as it was requested on 6/20 at 10:50pm.
  
  On our site we state the following regarding withdrawals so that our users can make an informed decision when choosing the option that works best for them:
  
  Large transactions may take additional processing time, but often, withdrawals can be instant. Here's a timeline of what to expect depending on your method:
  
  Debit card: up to 24 hours 
  
  PayPal/Venmo: up to 24 hours
  
  Online Banking: 3-5 business days
  
  FanDuel Prepaid Play+: up to 24 hours
  
  Cash at Counter withdrawals are typically processed within an hour, but larger withdrawals may take up to 48 hours. You will be notified by email when your cash is ready for pick up.
  
  Check: 7-10 business days
  
  ********************** is not owed any funds at this time as his withdrawal was successfully processed. We do apologize for the inconvenience and confusion caused by the withdrawal confirmation emails. FanDuel, would consider this matter resolved.

  Customer response

  06/24/2024

  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

  06/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have spent over 25,000$ on this app and currently have a total profit/loss of negative ******. But I have consistently and continuously been slandered, embarrassed and tenuous straining account suspensions to no end but not only me, also any one who I have ever referred or invited to join the app have also had their accounts suspended constantly and presently, still have 2 friends still not able to access their money, accounts and possible loss of winnings due to mistakes and misinformation and enough is enough

  Business response

  06/26/2024

  To Whom It May ********************* write in response to **************** recent consumer complaint regarding ******** Services Issues (** #*********.
  
  On 06/19/2024, *** ******* FanDuel account was suspended for suspected Account Sharing by the Account's Security Team.
  

  After submitting verification documents and undergoing a formal Account ******* *** *************** contacted by a member of the Accounts Team on 06/24/2024 to provide further verification for using payment methods that do not belong to him.
  
  *** *************** able to provide the ** of the card owner for the payment methods he was using. His FanDuel account was flagged for being linked to other accounts via device and payments. Per our terms, users can not ***own/share an account or share a payment method to fund an account. Unfortunately, this includes family members, partners, and spouses. Payment methods used to fund your account need to be in your name and cannot be used on another account here. In addition to the above, users can not share a device to place ****** or have someone else place ****** for them. Each device should only be linked to one FanDuel Account. 
  
  **************** has received a final warning for this device and payment sharing behavior, and his FanDuel account been reinstated as of 06-26-2024.

  Further violations of our terms, will result in a permanent suspension of his account. ******************** now considers this matter resolved.

• Initial Complaint

  06/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  He keeps suspending my account every time I try to withdraw my winnings the first time I would agree that it was my fault because I used my wifes credit card to deposit money in my account, which I didnt know I was I was supposed to the second time I did nothing wrong I did everything that was. They told me I was supposed to do I Used my credit card. I used everything that I verified through them, but they still havent deposited in my account and they suspended my account the second time.

  Business response

  06/20/2024

  To Whom It May ********************* write in response to *** ********* recent consumer complaint regarding Service Issues (ID #*********.
  
  On 06-12-2024, ******************** FanDuel account was suspended by the Account's Security Terms for suspected Deposit Fraud. Due to the nature of the suspension on her account, ******************** was asked to upload verification documents in order to verify his identity and start the account review process.
  
  ******************** was using a payment method that did not belong to him and was asked to provide additional verification to ensure he had authorization from the cardholder, *******, who ******************** claimed to be his wife. 
  

  Once the additional verification documents were submitted and verified, *** ********* FanDuel account was reinstated as of 06-14-2024 at 5:16 PM.
  
  Shortly after, on that same date, at 11:17 PM, *** ********* FanDuel account was suspended a second time for suspected Deposit Fraud once again, as he initiated a Deposit via Apple Pay for his PayPal Debit MasterCard ending in ****. 
  
  ******************** was asked once more to provide additional verification documents for this specific deposit. Once we were able to verify the above card to ensure this was a card that belonged to ********************, he was cleared from Deposit Fraud concerns and his FanDuel account was reinstated on 06-20-2024.
  
  FanDuel considers this matter resolved. 

*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. ↩