Complaints

This profile includes complaints for FanDuel Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

FanDuel Inc. has 6 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  FanDuel Inc.

  19 Union Square West New York, NY 10003-3304

• 

  TVG Network

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

• 

  Fanduel Sportsbook at The Greenbrier

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

• 

  FanDuel Sportsbook - Louisiana

  5050 Williams Blvd. Kenner, LA 70065

• 

  FanDuel Casino

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

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:04/05/2024

  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.

  The company, Fanduel Faceoff, runs multiple tournaments throughout the day. There are players clearly cheating (same people consistently getting 1st fee places with scores only obtainable by cheating). I've brought this to supports attention, but they day they'll look into and get back to me, and they never do. Either they don't care about the cheating, or they themselves are involved in it.

  Business Response

  Date: 04/17/2024

  To Whom It May ********************** write in response to *************************** recent consumer complaint regarding Repair Issues (ID #*********.
  
  
  We value all feedback, however, at present, we are unable to address the consumer's allegations of cheating by other users. Our focus is solely on reviewing the consumer's play and ensuring compliance with our policies and guidelines.
  
  
  FanDuel considers this matter resolved.

  Customer Answer

  Date: 04/17/2024

  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]

   How can this be resolved.  They may very well me the ones cheating, effectively stealing money from all users.

   

   

   

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

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

• Initial Complaint

  Date:04/05/2024

  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.

  On 3/31/2024 my account was temporarily suspended due to "unusual activity". after uploading all documents the company asked for they have not responded to any of my messages whether it be an email directly to them or trying to contact them on ******** as these are the only ways to even try to get in contact with them. I have $500 that i had recently deposited into the account that I no longer have access to. i am not the only person who had their account randomly suspended within the last 2 weeks. if you go on ******* and search "fanduel suspended" you will find hundreds if not thousands of other customers whose accounts were randomly suspended.

  Business Response

  Date: 04/17/2024

  To Whom This May ****************** write in response to ******************************* recent consumer complaint regarding Advertising Issues (ID # *********.
  
  On 3/31, the users account was flagged and suspended for suspicious activity. Following the suspension, the user contacted Support through the chatbot. They were advised that theyd receive an email from the accounts team to proceed with their review. The user received the email and sent in the requested documents on 4/3.
  
  Upon review, the Accounts team reached out with follow-up questions. Upon receiving clarification, the users account was reactivated on 4/9. Since having the account reactivated, the user has continued their play.
  
  We apologize for any inconvenience. However, at this time, the account has been fully reviewed, the user has been warned about the activity, the account has been reactivated, they have resumed their activity, and we consider the matter resolved.

• Initial Complaint

  Date:04/05/2024

  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.

  The situation is FanDuel has engaged in Deceptive promotion fraud. (Promos to lure in first time bettors)I am in contact with the same lawyers that have sued Draftkings over similar promotion fraud.I would like to settle out of court, but am willing and able to go to lawyer if a reasonable cash settlement can't be reached.

  Business Response

  Date: 04/18/2024

  To Whom This May ****************** write in response to ******************** recent consumer complaint regarding ******** Services Issues (ID # *********.
  
  Please note that there is no validity to the allegations made by ************************. Our promotions are carefully created and go through certain compliance checks before approval. Such approvals for language and types of promotions are approved by the states in which we operate.
  
  As for ************************, I can confirm that we have not received any complaints about such promotional concerns from him. There have been no contacts from him to our Support team at all this year and he doesnt have any gameplay on his account in 2024.
  
  Should ************************ seek legal action, he may reach out with formal legal documents, and they will be forwarded to our Legal team.
  
  We apologize for any inconvenience. However, at this time, there is no basis for the allegations, and we consider the matter resolved.

• Initial Complaint

  Date:04/05/2024

  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.

  Bet was settled incorrectly O/U was ***** and the game ended with a score of ***** which equals 128

  Business Response

  Date: 04/19/2024

  To Whom It May ****************** write in response to *** ********* recent consumer complaint regarding Service Issues (ID # *********.
  
  On 4/5/24, ******************** contacted our Customer Support team with concerns about his wager placed on the Olimpia CSU Brasov Women v CS Rapid Bucuresti Women game, total points under *****. It was explained to ******************** that this wager had been settled correctly as a losing wager. ******************** provided a screenshot to our team showing the score as *****. However, the image of the box score he provided in his wager showed the 4th quarter as 2-0, the actual final score of this game was *****, which would be the over of *****.
  
  As ******************** provided this image, he was explained that due to possible delays or inaccuracies, live scoring on our site *** not be reflective of actual scores and should not be solely relied upon when determining whether or not to place a wager. Additionally, he was provided the direct link to the game with the correct score. More specifically per our terms and conditions regarding live betting:
  
  Please note that in the case of Live Betting, you *** 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.
  
  As the wager was graded correctly and the matter was explained to ********************, FanDuel considers this matter resolved.

• Initial Complaint

  Date:04/05/2024

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I took part in a market research that fanduel had hivemind.zone conduct for them that took place on march 12th. Compensation for this market research was to be 200$ for 2 hours worth of my time. I have not been compensated, I have reached out to hivemind without a response and also have opened 2 support tickets with fanduel which again I have never received a response back. I need to be compensated for my time on that call.

  Business Response

  Date: 04/16/2024

  To Whom It May ****************** write in response to ******************************* recent consumer complaint regarding Advertising Issues (ID #*********. 
  
  From reviewing the screenshots provided by ********************** in the complaint he raised with the BBB, the screenshot does not indicate the research study comes from FanDuel. As prompted in the screenshot, ********************** needs to contact ********************************** for any assistance regarding this study. 
  
  As FanDuel is not responsible for this study, and no money is owed to ********************** from FanDuel, FanDuel would consider this matter resolved.

  Customer Answer

  Date: 04/17/2024

  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

  Date:04/05/2024

  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.

  About March 20th I placed a $525 bet, then March 26th at 5:39pm I placed a $200 bet on FanDuel and everything went through just perfectly, a hour late after the $200 bet I was suspended and locked out of my account and both of these bets won for a total of $3,000 together, I have provided all verification to FanDuel to unlock my account and they are still holding my fund, Ive now requested FanDuel to just deactivate me and close my account, I just want my money back. They are not deactivating me or giving me any of my money I won, they robbed me of my 700$ I placed and is keeping all $3k of my winnings

  Business Response

  Date: 04/16/2024

  To Whom It May ****************** write in response to *********************** recent consumer complaint regarding his FanDuel Account being suspended (ID #*********.
  
  On March 26th, *** ****** FanDuel account was suspended for security concerns due to inconsistent activity.
  
  On that day, ************** contacted FanDuels **************** team regarding the suspension and was escalated to the Accounts Security Team for further assistance. Due to the nature of the suspension, ************** is required to supply a series of verification documents to verify both his identity and previous activity.
  
  On March 27th, ************** provided the requested verification documents.
  
  On March 30th, our accounts security team requested the verification documents to be uploaded once more. ************** was having trouble with this process and so the documents were not received until April 2nd.
  
  On April 3rd, after a thorough review of the information submitted, our team sent a follow up email with questions regarding the recent deposits made on the account. Our team found that ************** had made deposits using a card that was not in his name.
  
  ************** explained that his brother-in-law helped him set up his FanDuel account and had made a deposit with his card. This is a direct violation of our Terms of Use.
  
  Per our terms, users can not ***own/share an account or share payment methods to fund an account. This includes family members, partners, and spouses. Payment methods used to fund an account need to be in the account holders name and cannot be used on another FanDuel account.
  
  Additionally, FanDuel customers cannot share a device to place ****** or have someone else place ****** for them. Each device can only be linked to one FanDuel Account.
  
  This is why the account was flagged.
  
  On April 6th, prior to our team completing the review, ************** replied to our accounts security team and requested the closure of his his FanDuel account and withdrawal for his remaining balance. Our team had already initiated a refund for the remaining balance of $2,912.90 on April 5th.
  
  *** ****** FanDuel account has been closed as requested and the remaining balance on the account has been refunded. FanDuel would consider this matter resolved.

• Initial Complaint

  Date:04/05/2024

  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.

  I signed up with Fanfuel as a part of a promotion. After I deposited the $10 required, I placed a $5 bet as required and the promotion promised $200 in bonus bets within 72 hours of the settled bet. After that time had passed, I sent an email to customer service to inquire about it. I was told it had been made out and expired within 3-4 days which is a lie. I kept responding back asking them to correct the error and now they won't respond back to me. They scammed me.

  Business Response

  Date: 04/16/2024

  To Whom It May ****************** write in response to ****************** recent consumer complaint regarding advertising issues (ID #*********.
  
  On March 29th, *********************** contacted FanDuel customer support regarding the New User Promotion they participated in, Bet$5 Get $200 in bonus bets. Unfortunately, the $200 in bonus bets was not applied to ****************** FanDuel account after placing their first wager.
  
  The customer support agent advised that all promotional requirements needed to be met in order for the bonus to be awarded.
  
  April 10th, *********************** emailed out customer support team to file a complaint regarding the bonus funds that were not awarded for this promotion.
  
  April 12th, a member of our accounts team reached out to *********************** to apologize for the inconvenience experienced with this new user promotion. The $200 in bonus bets was then applied to ****************** account.
  
  *********************** acknowledged the receipt of bonus funds and has continued to wager on our site. FanDuel would consider this matter resolved.

• Initial Complaint

  Date:04/04/2024

  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.

  This experience has been an absolute nightmare. They took my money and then suspended my account. This was during a promotion they had where you receive 1 entry for every $10 spent on certain games. I had spent thousands of dollars on 7's wild and diamond cats at that point, and now that is just gone for no reason. On March 29th I had tried to make a deposit using my apple pay card. I was unaware you could not use Apple Cash when depositing as there are no indicators on their website to clarify. So when the $5 deposit failed, Fanduel immediately suspended my account due to "suspicious activity". So, FanDuel asked me to send them my cards and my ** and me holding the ** for verification. I did and they would not reach back out to me for 5 days. Then today I received an email saying they needed 2 more cards or my account would be suspended indefinitely. Those cards are my Applepay card which is not a physical card at all. The other is a virtual card. I am just so frustrated and every time I try to talk with someone there they give me the same answer. Wait for instructions, I will escalate this. They do not listen to what someone has to say and are very short. I used to enjoy FanDuel. The odds were good and bonuses nice but there are SO many better options. Draftkings is now my new number 1, MGM has customer service far superior.

  Business Response

  Date: 04/17/2024

  To Whom It May ****************** write in response to *** ******** recent consumer complaint regarding Refund or Exchange Issues (ID # *********.
  
  We would first like to apologize for the delay in the resolution of this matter.
  
  FanDuel monitors all accounts for inconsistent activity and as a result, on 3/29/24, FanDuel temporarily suspended *** ******** account due to some inconsistencies flagged by our system.
  
  On 4/4/24, our team made first contact with ******************, who complied in sending requested information we needed to verify. The delay in initial outreach can be attributed to our team's substantial backlog, and we thank ****************** for his patience. While the ****************** provided the information needed, our team requested additional information given the nature of the inconsistencies.
  
  Shortly after providing the additional information, our team reviewed it, explained the reasoning for suspension and reactivated his account accordingly.
  
  As for the promotion in question, ****************** has since been provided a bonus for the matter.
  
  As *** ******** account has been reactivated, FanDuel considers this matter resolved.

• Initial Complaint

  Date:04/04/2024

  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 have been a customer of ******************** with no complaints for a few years now until today.A few months ago, I added my boyfriends card so I could just use it directly from the app instead of having him send it to me. That caused my account to get flagged which is understandable, so I had to verify my identity. After sending a photo of myself holding a paper with todays date, my license, and a bill statement for proof of address, they then ask me to provide his license and information as well? Why? They say they need everyone on the account. 1. This is not a joint account and 2. I told them to just remove the card information so it would no longer be on the account. I have verified my identity and explained the discrepancy as requested and I am constantly getting the runaround from incompetent employees. They are asking me to provide a separate individuals information when I can not possibly do that, and I wont. This is solely my account and I am only responsible for my own personal information. Furthermore, when I asked what other options are available, I received a copy/paste reply from the last message they sent asking for the individuals info AGAIN.Constantly asking me to provide someone elses information is asinine and makes no sense or has any use in this scenario. They do not care about the customer or making them happy. Why collect data from me, regarding someone else? Ridiculous.

  Business Response

  Date: 04/11/2024

  To Whom It May ****************** write in response to ***************************** recent consumer complaint regarding Billing or Collection Issues (ID #*********. 
  
  On 01/13/24* *** ******** 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 her 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, however, as ****************** mentions in her complaint, she used someone elses card, per FanDuels Terms and Conditions 
  
  In connection with making a deposit, you represent that:
  All money that you deposit in your Account originates from a payment source of which you are the legal owner
  
  As the card used was not in the name of ******************, further information is required to verify the card owner.  
  
  She has since refused to provide FanDuel with the requested documentation.  The account will remain suspended until we are able to verify the card usage and the card owner.  

• Initial Complaint

  Date:04/04/2024

  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 account was wrongfully deactivated after I was asked to provide documents showing my residence which I did. I live in a state where gambling is legal and the email said that I was banned for account sharing which I have never done.I used a different device to sign into my account which does not in any way violate any measure listed on their website. *********************************************************************************** I received a rude agent who skimmed over my reply and didnt even read it. Their reply implies that Im sharing an account with someone but I told them: 1. My device died. 2. Someone allowed me to use a device to login and I did. No one outside of myself has had any access to my account and the support that I have received to this point has been subpar.I have been a customer for many years and have never done anything shady.

  Business Response

  Date: 04/11/2024

  To Whom It May ****************** write in response to ********************* recent consumer complaint regarding Billing or Collection Issues (ID #*********. 
  
  On 03/27/2024, *** ****** 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. After a careful review of the given material it was found the material provided was sufficient, however, upon further review of the account, there was activity found that was in violation of FanDuels terms and conditions. 
  
  As a result, *** ****** account was permanently suspended, and he was notified of such in a follow-up email. In our follow up he was provided with the reason why the account was permanently suspended. 
  
  As this information has been relayed to *** *****, and the account will not be reactivated due to violations of terms and conditions, FanDuel would consider this matter resolved.