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

• 

  FanDuel Casino

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

• 

  TVG Network

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

• 

  TVG Network

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

• 

  Fanduel Sportsbook at The Greenbrier

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

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:04/09/2025

  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 won a jackpot on their game "Pop a shot 2" during the promotion of being able to win a jackpot at any time playing specific games within the FanDuel casino. The jackpot winner screen popped up and it showed I had won one. As it loaded a screen popped up stating that I would have to continue on without the jackpot winnings due to technical difficulties. I have not got any help with anything from their customer services since then.

  Business Response

  Date: 04/17/2025

  To Whom This May Concern,
  
  We write in response to *** ***** ******* complaint regarding Casino technical errors (Complaint ID#*********
  
  To recap, *** ***** experienced a technical error that caused her game round to fail. This requires outreach to the game providers to thoroughly review the round, investigate the cause and to inform us of the corrected outcome. Once confirmed, the results then need to be communicated to *** ***** so a full resolution can be reached.
  
  At this time, a member of our team is in communication with *** *****. If there are any concerns, we requested that she follow up via that thread. However, this matter is still under review. 

• Initial Complaint

  Date:04/09/2025

  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.

  I am filing a complaint against FanDuel regarding the suspension of my account for over one month and the withholding of approximately $3,000-$3,500 in funds owed to **** have complied with every request for verification, including submitting my government-issued ID, bank statements, card screenshots, and transaction records.Despite this, FanDuel refunded recent deposits and closed the support case without returning my remaining balance or giving any specific explanation for the suspension. They then opened a new case with no resolution, and their instructions to 'reply with additional information' were sent from a no-reply email address - making response impossible.I am seeking full payout of the funds owed and transparency regarding why the account was closed. If this cannot be resolved promptly, I will continue escalating the matter through state regulators and pursue recovery through my financial institution.

  Business Response

  Date: 04/10/2025

  To Whom It May Concern,
  
  We write in response to *** *********** recent consumer complaint regarding Billing or Collection Issues (ID # *********
  
  FanDuel monitors all accounts for inconsistent activity and multi-accounting and as a result, on 03-05-2025, FanDuel temporarily suspended *** *********** account due to some inconsistencies flagged by our system.
  
  Shortly after was *** ********* suspended, he reached out to our support team, and a member of the Accounts Team contact him to verify his identity for security purposes. Following this, *** *********** account went under 2 account reviews to mitigate some fraud concerns that were found
  
  Our team reviewed the requested verification documents and provided additional clarity. *** ********* was asked to refrain from proxy betting and given a final warning. Future instances of fraudulent activity will warrant a permanent suspension of his account. His account has been reactivated and FanDuel considers this matter resolved.

• Initial Complaint

  Date:04/08/2025

  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.

  I am trying to access my account, but the verification code never comes to my phone. So I open up the help menu and ask to be transferred to an agent, but the chat bot says I have to verify my account and they'll send a code to my email, and the code never comes to my email. So I'm stuck. Can't log in.Please fix this. Very frustrating.

  Business Response

  Date: 04/10/2025

  To Whom It May Concern,
  We write in response to *** ****** recent consumer complaint regarding login Issues (ID # *********.
  On April 8, 2025, *** **** reached out to our customer support team for assistance with Multi-Factor Authentication (MFA) as they were experiencing issues logging in. Our team was able to guide him through the process of setting up MFA again and receiving his authentication code.
  As *** **** has been able to successfully log in and as his concerns have been addressed, FanDuel considers this matter resolved.

• Initial Complaint

  Date:04/07/2025

  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.

  My FanDuel account was suspended on 04/02/2025 due to a purported match with an account on a state self-exclusion list. However, I have verified that my account is not involved in any self-exclusion or related status. I promptly reached out to FanDuel's customer service team, and they confirmed that the suspension was a mistake. They assured me they would resolve the issue and lift the suspension. Despite their acknowledgment, more than five days have passed, and my account remains suspended without any updates or resolution.I have been unable to use the platform or access my account, which has caused significant inconvenience. I believe that FanDuel has not acted with the proper urgency to resolve this issue in a timely manner.I have attached an email from 04/04/2025 to support my claim that this suspension was an error and has not been resolved in a timely manner.I am seeking a prompt and fair resolution of this issue, as I believe my account was wrongfully suspended and has not been reinstated despite FanDuels acknowledgment of the error. I request the BBBs assistance in facilitating a resolution to this ********* of 04/06/2025 I am still unable to access my account due to the issue

  Business Response

  Date: 04/08/2025

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

  On 04/02/25, *** **** FanDuel account was suspended due to his information being matched from details from the state exclusion list reported by the ** DGE. 

  His account was escalated to the Accounts Team for additional review to ensure his account was abiding with our Responsible Gaming policies. On 04/07/25, his account was confirmed to be a false positive flag and confirmed he was not currently on an exclusion list. His FanDuel was promptly reactivated, and he was notified via email.  

  FanDuel considers the matter resolved, and we ask that you reach out to FanDuel Customer Support for any further assistance.

• Initial Complaint

  Date:04/05/2025

  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.

  FanDuel has been charging my credit card $19.99 every month, even though I canceled my account over six months ago. I have not used the service at all during this time, yet theyve continued to withdraw funds without my permission. Over the course of a year, that adds up to nearly $240 for a service I do not use and did not agree to continue. I want to warn others so they dont get caught in the same situationthinking theyve canceled, only to find out later that FanDuel is still charging them month after month.

  Business Response

  Date: 04/12/2025

  To Whom It May Concern,
  We write in response to ******************* recent consumer complaint regarding Billing or Collection Issues (ID #*********.
  
  On 4/7/25, FanDuel reached out to *** ******** email asking for further details regarding the charge in question. He was also asked to provide his account details so we could investigate further.
  
  On 4/8/25, we reached out once again, as there was no response. We sent a third and final follow up on 04/09/25, once again advising *** ******* that we cannot proceed without his cooperation. That same day, *** ******* acknowledged our email, stating he will send a screenshot of the transactions once he gets a chance. As of 4/12/25, we still have not received a response from him and his ticket was solved out due to no response.
  
  It appears that *** ******* may be inquiring about his FanDuel TV subscription, which is a separate entity and not affiliated with FanDuel Fantasy/Sportsbook/Casino. We recommend that he contact FanDuel Sports Network for any questions or concerns regarding his account billing regarding his subscription, as FanDuel does not charge subscriptions or fees for using our platform.
  
  We would suggest *** ******* take a screenshot of his charges and consult with FanDuel Sports Network directly regarding his original inquiry for further assistance. He can find the Customer Support information for ******************** Sports Network at ********************************************************************************************
  

• Initial Complaint

  Date:04/04/2025

  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.

  As of April 4th my account has been suspended under false pretenses of account security. ******************** has suspended my account solely for winning bets, which is against gaming commission regulation. I have provided the necessary documents yet have received no response.Fair Treatment Requirements: Massachusetts gaming regulations require operators to treat customers fairly and provide clear reasons for account actions. M.G.L. c. 23N: The Massachusetts sports wagering law requires operators to comply with consumer protection standards.******************************* Regulations: Specifically, operators must:Provide transparent account management policies Follow their own stated terms and conditions Have legitimate security reasons for account suspensions

  Business Response

  Date: 04/08/2025

  To Whom It May Concern,
  
  We write in response to ****** ****** recent consumer complaint regarding Billing or Collection issues (ID #*********.
  
  On 4/4, *** ****** FanDuel account was temporarily suspended as a precautionary measure due to recent inconsistent activity that raised concerns. This action was taken to ensure that all account activity was authorized and not the result of unauthorized access. At FanDuel, we place the highest priority on the security of our customers' accounts and take all necessary steps to protect them.
  
  On that day, *** ***** contacted FanDuels **************** team via chat regarding the suspension. He 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 previous activity.
  
  Once *** ***** submitted the requested verification documents, our account security team conducted a thorough review of both the provided information and his account activity.
  
  4/5 at 4:45pm- Our accounts security team contacted *** ***** to request clarification regarding his recent account activity. Specifically, we noted that his verified address was registered in a different state from the one in which he was placing ******.
  
  *** ***** responded, explaining that the address on his driver's license is in a different state from his current place of residence.
  
  Upon receiving this clarification, our account security team promptly thanked *** ***** for his response and reinstated his account.
  
  *** ***** regained access to his FanDuel account on 4/5 and has resumed play. FanDuel considers this matter to be resolved.

• Initial Complaint

  Date:04/04/2025

  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.

  So Fanduel sportsbook has locked my account and I was wondering if filing a claim here would expedite the process of getting it back. I had recently won and ironically, they locked me out right after. I don't want to be terminated just because I used a payment method that wasn't in my name, so please help.

  Business Response

  Date: 04/08/2025

  To Whom It May Concern,
  
  We write in response to ******************* recent consumer complaint regarding Advertising Issues
   (ID #*********. 
  
  On 03-31-2025, *** ******** FanDuel account was suspended for security concerns regarding inconsistent activity relating to deposit transactions.
  
  *** ******* 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 his identity.
  
  At our request, *** ******* provided us with the requested documentation on 04/04/25. After a careful review of the given material and the activity on the account, it was found that more information and documentation was needed as the activity on the account was in violation of FanDuels terms of use.  Due to these findings, more information was requested for *** ******* to provide so FanDuels accounts security team could complete their review. 
  
  Unfortunately, *** ******** case is still under security review. He has been advised as recently as 04/7/2025, that additional information is needed to continue review. 
  
  We apologize for any delay, however the account will remain suspended at the moment. We hope to have this reviewed permitting *** ******* complies with requested information to continue review.  

• Initial Complaint

  Date:04/03/2025

  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 Fanduel account was suspended on 3/14/2025, over 2 weeks ago, and after reaching out to them the following day and at least twice since, Fanduel has failed to provide me with any resolution. Fanduel is currently holding $100 of my money (that I deposited into the account) and is not permitting me to access or withdraw it. Fanduel has not formally given me a reason for the suspension, and has far exceeded the *** to provide a reason and resolution. I wish to have all of my money returned to me, and to have my account closed.

  Business Response

  Date: 04/07/2025

  To Whom It May Concern,
  
  We write in response to *************** recent consumer complaint regarding Refund Or Exchange Issues (ID #*********.
  
  On 03/14/25, *** **** FanDuel account was suspended by the Account's Security Terms for possible 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.
  
  Upon receipt of his BBB Complaint, his account was escalated to a member of the Accounts Security Team for further review. On 4/3/25, FanDuel reached out to *** *** via email and requested verification documents. After some back and forth, *** *** was advised that his prior tickets with Customer Support have all closed and that we would need his verification once again to verify his identity, as we communicate through email and need to verify he is the account holder. He was advised multiple times that without submitting verification, we would be unable to proceed with his account review, and he was advised to create another ticket with Customer Support once he would like to proceed.
  
  *** *** provided the necessary verification documents on 4/6/25. Once the requested payment method was submitted and verified, he was asked to provide clarification on his verified address being located in ** but his wagering and payment address being located in **. Once *** *** provided clarification on the location mismatch and confirmed he was traveling, all Deposit Fraud concerns were mitigated, and his account was reinstated on 4/7/25.
  
  FanDuel considers the matter resolved, and we ask that you reach out to FanDuel Customer Support for any further assistance. 

• Initial Complaint

  Date:04/03/2025

  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.

  On 4/1/25 I tried logging into my account for ******************** after getting out of jail. When I tried my account says it was locked and to contact FanDuel to get it unlocked so I did that verified my ID. Now they saying someone using the name ***** was in my account using it and I was in jail I never used FanDuel before because I wasnt 21. Previously this year I reported a identity theft on my name and social because someone was trying and did get credit cards and Student loans in my name my account email is ******************** I would like for my account to be reactivated with no problems they said Im at fault but I didnt have nothing to do with it and I was incarcerated without a way to get into FanDuel

  Business Response

  Date: 04/04/2025

  To Whom It May Concern,
  
  We write in response to ********************** recent consumer complaint regarding Service Issues (ID #*********. 
  
  On 01/24/2024, *** ********* FanDuel account was suspended for security concerns regarding inconsistent activity relating to deposit transactions.
  
  On 04/01/25, *** ******** 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 his identity.
  
  At our request, *** ******** provided us with the requested documentation. After a careful review of the given material it was found that more information was required and our accounts team requested this additional information from *** ********************************************** ********* case is still under security review. He has been advised as recently as 04/03/2025, that additional information is needed to continue review. 
  
  We apologize for any delay, however the account will remain suspended at the moment. We hope to have this continue the review permitting *** ******** complies with providing requested information.

• Initial Complaint

  Date:04/03/2025

  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.

  Subject:Unresponsive ******************* Account With $450 Locked Case #******** Complaint:I am filing this complaint because my FanDuel account was suspended without warning or explanation, and I currently have $450in my account that I can no longer access.I received an auto-response from FanDuels support team with a case number (#********) over 60 hours ago, but I have yet to receive a follow-up or any explanation. I have contacted their customer service multiple times via email, live chat, and social media, but the responses have been vague or non-existent. The lack of communication is unacceptable for a platform handling real money.I am requesting:A clear explanation for the account suspension Immediate access to my $450 A formal timeline for resolution This delay and lack of support raise serious concerns about the handling of user funds and customer care. I hope ******************** can assist in getting FanDuel to resolve this issue promptly.Thank you.

  Business Response

  Date: 04/08/2025

  To Whom It May Concern,
  
  We are writing in response to ***** ********* ******** recent consumer complaint regarding ******** Services Issues (ID #*********.

  
  The consumer made comments related to *********** ****** ****, which resulted in a temporary suspension of their account. Upon review, we advised the consumer to choose their words carefully, as we take all **-related statements at face value. We take *********** ****** very seriously, and if such comments continue, consumers may be subject to a longer suspension or permanent account closure.
  
  The consumer was issued a warning and their account has since been reactivated.
  
  FanDuel considers this matter closed.