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 Sportsbook at The Greenbrier

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

• 

  TVG Network

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

• 

  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:10/30/2023

  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 won a substantial amount of money and decided to withdraw it. I received an email that my account was suspended and that I had to send certain documentation. I sent everything and kept receiving the same email over and over and sent the documentation over and over. I have received no communication on why they suspended it. I was told I would receive an email in 12 hours and have yet to hear anything. They had no problem taking the ******* from me but because I won ****** and wanted to take it out. They suspended with no reason.

  Business Response

  Date: 11/12/2023

  To Whom This May ****************** write in response to ***************** recent consumer complaint regarding Advertising Issues (ID # *********.
  
  The users account was flagged and suspended for suspicious activity on 10/27. Following the suspension, they reached out to Support via chat. They were told they would receive a follow-up email from the Accounts team.
  
  After receiving the follow-up email, the user provided the requested documents. The Accounts team emailed the user back requesting clarification of their deposit activity and to provide further documents.
  
  Following some back-and-forth correspondences and an extensive review, the users account was permanently closed. This was due to violations of our terms and conditions. The user was advised of the permanent closure and was sent a check for the remaining balance.
  
  We apologize for any inconvenience. At this time, the users account was thoroughly reviewed, it was permanently closed, the remaining balance was withdrawn, and we consider the matter resolved.

• Initial Complaint

  Date:10/30/2023

  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.

  Date of Problem: 10/22/2023 On 10/22/23, I received a text and email that led me to the conclusion my Fanduel account had been compromised. I immediately logged in and changed my authentication method. I did several chats with Fanduel about the situation. They suggested that I suspend my account to be safe. They said their support would look into my account being hacked and get ahold of me. As of 10/30/23, they have still not contacted me regarding this very serious problem. It would seem that an account being hacked would be an immediate priority. I expected someone to help me with the situation the same day, but assuredly by the next day. I have requested help from Fanduel, via email and chat, on 6 of the 8 days since my account was compromised. Only to be sent in a circle of no accountability. Since they would not help me with the security of my account, I have asked for them to close the account and send me my funds. They will not accommodate that request, either. There are not enough available characters in this summary to provide word for word of my situation. Fanduel does not provide a customer support number to help deal with the situation. They require you to chat or email. The chat personnel will not help. They say you have to deal with support. Email will not help. They just send "form emails" not helping with the individual problem. Today (10/30/23), a chat representative was not even willing to provide me with an address for Fanduel so that I could be sure this complaint got to the right location. I cannot login to my account, because they suspended it. So I have no way to close my account and recoup my funds. They're apparently holding my money hostage. I'm now 8 days into a very serious situation without any help from Fanduel. Please help me close my account and recover my funds. And, please look into this circle they put customer's in without having to give proper support. I cannot provide the amount, because they won't let me in my account.

  Business Response

  Date: 11/07/2023

  To Whom It May ****************** are writing in response to ***************************' recent consumer complaint regarding Refund Or Exchange Issues (ID #*********.
  
  On 10/22, the consumer reached out, expressing concerns that their account *** have been hacked, even with Multi-Factor Authentication (MFA) enabled. Due to the constant outreach via chat and multiple duplicate escalations, the consumer's case experienced delays. However, on 11/7, our accounts team emailed **************** regarding the verification process, to which he denied and requested a refund of his account balance and account closure.
  
  We have initiated the process to send a check to his verified address on file, and **************** can expect to receive this check within 14 business days. Please note that ****************' account will remain suspended until he completes the verification process to allow us to finalize our investigation.
  
  FanDuel considers this matter resolved.

  Customer Answer

  Date: 11/13/2023

  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:

  Fanduel did email me on 11/7/23, only after I once again emailed them. Prior to me emailing them on 11/7/23, another 6 days passed without any communication. The reason I reached out to them multiple times, is because they would not respond to such an important matter. Also, MFA was not enabled at the time my account was possibly hacked. I turned that on afterward to further protect myself.

  In their response through the BBB on 11/8/23, Fanduel stated that I would receive a check within 14 business days. As of 11/13/23, I have not received the check. They also stated that the account will remain suspended until the verification process is finalized. While they may have stated 14 business days through the BBB response, it is relevant to note that I requested originally requested those requests on 10/26/23.

  So, while Fanduel considers this matter resolved, I do not based on the following:

  1) I have not received the check for my funds and would not trust that it has been sent to me until I receive it.

  2) I want the account closed, not suspended. I do not trust the verification process offered to me. If they can send a check to my registered address as they have stated, they can close the account based on the same information.

  To date, they have not satisfied my requests. Since they will only use chat and email, I cannot trust their process. Therefore, based on the available choices to either accept or reject the businesses response, I reject.

  Thank you, 

  *****

   

   

   

   

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

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

  Customer Answer

  Date: 01/03/2024

  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:

  How many times would Fanduel like me to reach out to their customer support before they will close the account? It has now been several months since I initially asked them to close the account. I have reached out to Fanduel Customer Support on more than a dozen occasions, including chat, email, and via the BBB, asking them to close the account. They just keep saying to contact Fanduel customer support. And, again, they have no way to contact the company and talk to a live agent, so they leave no other way to close the account.

  To be ******* clear, I want Fanduel to close the account.

  Dear Fanduel Customer Support, you may consider this reply, via the BBB, as me officially contacting Fanduel customer support and authorizing you to "Close my Account with ********************".

  *****

   

   

   

   

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

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

  Business Response

  Date: 01/25/2024

  To Whom It May ****************** are writing in response to ***************************' recent consumer complaint regarding Refund Or Exchange Issues (ID #*********.
  
  
  The consumers account has already been closed since their initial request.

• Initial Complaint

  Date:10/30/2023

  Type:Service or Repair 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.

  Hello, Fanduel has recently run a refer a friend promotion to give $75 and receive $75 in bonus funds. I referred a family member on Thursday Oct 26th 2023. My family member deposited $10 on fanduel, as required by the promotion guidelines. My family member then bet $10, also required to fulfill the promotion. My family member then lost the bet and it settled.To our surprise neither of us recieved the bonus funds. Next, I contacted fanduel support through the chat feature and asked them was there a problem. They said no, and that it can take up to 72 hours for the bonus funds to appear in our account. Fast forward to today, I contact fanduel support to tell them that the bonus funds never appeared. Only to have my account suspended for compulsive gambling. When I in fact am the furthest from a compulsive gambler. Just in this on fanduel I only deposited $15 and I won a total $350+. How am I a compulsive gambler when I only bet $5 on Friday.To conclude, I feel as though fanduel suspended my account for unjust reasons. They did not honor their advertised promotion. They purposely spun me circles because they didnt want to give me the $75 in free bets that I earned. Also, in total on fanduel I am profiting by a total of $5,200. Is every bettor that wins a compulsive gambler now? Should fanduel be able to suspend accounts to avoid paying rightfully earned promotions? I ask that you help me in some way, shape or form. Its hard to get a huge company, to stop scamming the little people.

  Business Response

  Date: 11/07/2023

  To Whom It May ****************** write in response to *** ****** recent consumer complaint regarding Service Issues (ID #*********.
  
  We do sincerely apologize that *** ****** account was suspended after chatting in regarding the referral promotion. This suspension should not have been imposed and has since been lifted. 
  
  A member of our team did follow up with ************** via email on 11/2 to inform him the suspension was lifted, applied a $75 credit for the referral, and provided an additional credit due to the inconvenience here.
  
  FanDuel would consider this matter resolved.

  Customer Answer

  Date: 11/08/2023

  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:10/30/2023

  Type:Product 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.

  My complaint is around unfair and deceptive advertising practices engaged in by Fan Duel.On 10/24/23, I clicked a link in an advertisement for Fan Duel offering a $200 bonus and 3 month free of *** League Pass if I would open a new account and, deposit cash and make a minimum $5 *** bet. I wanted this offer so I clicked the link in the ad which then took me to a page to open my account. After opening my account I was promoted to make my first deposit, which I promptly did in the amount of $10.After making my deposit, I was prompted to place my first bet, which I did in the amount of $10.According to the promotion, this should have qualified me for the $200 deposit and an email coupon for 3 months free of *** League Pass. However, I never received the promised bonus or coupon.On 10/28/23, I contacted FanDuel customer service to inquire about my missing $200 bonus and *** League Pass coupon and was told by their representative named *** that their system didnt show that I actually clicked through an advertised link. I explained that must be a technical issue on their end because I most certainly did. *** then said that I should have ignored the on screen prompts and instead scrolled somewhere else on the page to find an opt in button.As a customer this is deceptive as nothing was presented to me with this guidance as I followed the instructions presented after clicking the link to qualify for the promotion.When I asked *** to connect me with a supervisor with the discretion and authority to make this right for their customer, she essentially Hung up by ending our chat session.

  Business Response

  Date: 11/08/2023

  To Whom It May ****************** write in response to ****************** recent consumer complaint regarding Refund Or Exchange Issues (ID #*********.
  
  We do sincerely apologize that we were not able to further investigate ****************** eligibility for the bet $5 get $200 in bonus bets and *** League pass promotion when he first reached out to our customer support.
  
  We have since looked into ****************** account and confirmed that he has completed the requirements for this promotion. Therefore, we have applied the $200 in bonus bets to his account. We also provided a link for the *** league pass redemption to him via email. 
  
  FanDuel would consider this matter resolved.
  

  Customer Answer

  Date: 11/09/2023

  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:10/30/2023

  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 deposited to Fanduel sportsbook in **. I took about 2 grand to well over 15 000 grand. I cashed out and it is usually real quick, but nothing in my bank. I am suspended. They kicked me off middle of a slot spin. I had to upload documents like my license. They claim suspicious activity. I used the same payment method I always use. I won nothing was suspicious. I can't even message them on the chat. They just kick me off.

  Business Response

  Date: 11/08/2023

  To Whom This May ****************** write in response to ************ recent consumer complaint regarding Advertising Issues ID #********.
  
  FanDuel monitors all accounts for inconsistent activity and as a result, on 10/26/2023, FanDuel had temporarily restricted *** ***** account due to some inconsistencies flagged by our system.
  
  After review, FanDuel requested payment clarification from ************ due to concerns he may have been using a payment method that was inconsistent to his account information, which is a violation of our terms and conditions.
  
  As a result, our Accounts team has been working with ************ and on 11/03/2023 his account was successfully reactivated. ************** did later go on to deactivate his FanDuel account on his own on 11/04/2023.
  
  As all information has been relayed to ************ and his account was in fact reactivated by FanDuel, we consider this matter resolved.

• Initial Complaint

  Date:10/30/2023

  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.

  FANDUEL suspended my account over 2 weeks ago. *** tried reaching out multiple times via email even starting a claim. Their response was an email simply stating weve closed your case. No resolution, nothing.Im unable to speak to anyone via chat. It either ends the chat on me or I get no agents available yet they say there are agents available 24/7.Ive sent in my verification photos over a week ago and still have not had any resolution to my account!This is my money here and I feel as if theyre playing games with me, which is absolutely unacceptable if youre dealing with a company involving your actual cash.Please help me get my account back so I can see if I have a balance, etc because I want access to any money I have. Waiting over a week to verify me is a joke as well as the fact that I cant reach anyone!Thank you

  Business Response

  Date: 11/12/2023

  
  To Whom It May ****************** write in response to ************************ recent consumer complaint regarding the suspension of her FanDuel Account (ID #*********.
  
  On October 16th, 2023, *** ******* FanDuel account was suspended for security concerns regarding inconsistent activity relating to deposit transactions. 
  
  On that day, **************** contacted FanDuels **************** team regarding the suspension. When she failed to connect with an agent via chat support, she wrote an email to inquire about her account.
  
  **************** contacted customer support again on October 17th at ****** to inquire about her account suspension. Our customer support team escalated her case 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 her identity and previous activity.
  
  When **************** failed to send the requested documents, our Accounts Security team emailed her on October 18th at 11:06 am. They requested that she send the information needed to verify her account. On October 20th, **************** responded and let us know she was having trouble uploading the requested documents.
  
  On October 27th at 1:38 pm, our Accounts Security team requested the verification documents once more and provided **************** with a secure link to upload her information. Unfortunately, **************** did not reply.
  
  Following the receipt of *** ******* BBB complaint, our Accounts Security team emailed her on November 7th at 4:40pm. Verification documents were requested a 3rd time, and a secure link was provided for her to upload her documents. **************** did not reply.
  
  We do apologize for any inconvenience **************** has experienced. We hope to hear from her and have her full cooperation so that we may resolve this issue soon.

• Initial Complaint

  Date:10/30/2023

  Type:Customer Service 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.

  On 10/24 I deposited 100 dollars and got 100 dollars worth of bonus bets. So I bet a basketball game and lost but also bet 3 college football games on 10/28. On 10/27 my account got suspended for some reason. I chatted with some flunkies in Customer support but they couldn't help me. Now I just want my 100 dollars put back into my debt account. After that I will be a negative spokesman about Fanduel to everyone I meet

  Customer Answer

  Date: 10/30/2023

  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:10/30/2023

  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 deposited $100 into my FanDuel Sportsbook on the morning of 10/27/23. I also have several future bets pending that I spent money on that wont be fulfilled until the end of the football season. My account was then suspended for no reason. There is no phone number to contact, I have tried chatting with an agent but keep getting auto responses and no help. At the very least, I want a refund on the money I deposited today and on the bets I have pending. I have since read way too many people are having similar issues with this business, and dont want to risk losing more money. If they cant resolve this issue immediately (essentially the next hour), then I expect to get paid for any bets that I win that are pending for 10/27/23 and 10/28/23.

  Business Response

  Date: 11/02/2023

  To Whom This May ****************** write in response to ********************* recent consumer complaint regarding Services Issues (ID # *********.
  
  On 10/27, **************** account was suspended due to some inconsistencies with their recent deposits. He reached out to our Support team and they informed him that the account would be raised to the Accounts team for review.
  
  After initially rejecting to provide the necessary documents needed for review, they responded back to the Accounts teams email on 10/28 with the documents. Further clarification was needed regarding their information and ************** was able to clear up the situation. The account was reactivated that day and the user was advised how to deposit correctly moving forward so this issue wouldnt occur again. The user has since resumed their play.
  
  We apologize for any inconvenience. At this time, the users account has been reviewed, it has been reactivated, theyve continued their play, and we consider the matter resolved.

• Initial Complaint

  Date:10/30/2023

  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.

  Yesterday on October 27th I made a $10 wager on FanDuel sportsbooks on the ******************** vs the ************* I had a SGP that I made and the total payout if won was $528.63 cents. Threw the last half of the game my cash out option was not available costing me to lose the bet in total I believe this is under the control of there traders which I believe is rigged it says that the cash out option is supposed to come and go but once my bet was winning I was never given the option again to cash out which I believe they do to make you lose the bet I tried contacting support for the company but all you get is an automated system, which is no help if I would have been able to cash out I would have made a profit which is why I think they dont make it available. I dont feel this is right and feel like its trader fraud threw the company I would like to be composited for at least half the winnings as my early cash out would have prolly been closer to the full amount listed above I took pictures to show and it was like this threw almost the entire game if cash out was not an option the choice would not have been there and I wouldnt be complaining hope to hear some kind of response thank you for your time

  Business Response

  Date: 11/07/2023

  To Whom It May ****************** write in response to *********************** recent consumer complaint regarding the inability to Cash Out a Wager (ID #*********.
  
  ************** contacted our customer support team via chat on October 27th at 11:18pm. He asked our customer support agent why the cash out feature was not available. Our team let ************** know that, unfortunately the cash out feature is not always an option per our house rules. Cash out *** or *** not be offered during the game, during portions of the game, or before the game.
  
  ************** was not happy with this response and threatened to delete his FanDuel account if the cash out option did not become available. He also advised that he would be filing a BBB complaint.
  
  Per our Terms, Part A, Section 10, Live Betting & Cash Out it says, 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.
  
  The terms are available via the following link: ****************************************************************************
  
  Additionally, the Cash Out feature is further explained in our House Rules. Our House Rules state, If you make a Cash Out request, you will be notified whether or not your request has been successful. Your request to Cash Out is not guaranteed to be accepted and *** be unsuccessful if, for example, the market suspends, or the odds move before your request has been processed.
  
  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".
  
  "FanDuel Sportsbook reserves the right to suspend or disable the Cash Out feature at any time.
  
  Our House Rules are available via the following link: ***************************************************************************************************
  
  When new customers create a FanDuel account they are required to agree to our Terms and Conditions prior to gaining access to their account. This information regarding our Cash Out feature is readily available for our customers in the Terms and also our House Rules. We have this information available so that customers have the opportunity to make an informed decision before choosing to wager on our platform.
  
  We also found ****************** ***** to be a 9-leg parlay that was placed with a stake of $7. Three out of the nine legs of this wager lost and therefore, ************** did not receive any winnings as the wager correctly settled as a loss.
  
  ************** is not owed any funds as the cash out feature is not guaranteed to be available for all events. His wager correctly settled as a loss, therefore, FanDuel would consider this matter resolved.

• Initial Complaint

  Date:10/30/2023

  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.

  They have banned my account without any explanation have stolen my money, and cannot collect my winnings or access my bets I've already placed prior to account suspension. Have waited 2 weeks and reach out too customer support a dozen times and have been given zero assistance or explanation for the account ban and have been given no options to withdraw my money from my account. They are stealing they are running a fraudulent service.

  Business Response

  Date: 11/12/2023

  To Whom This May ****************** write in response to ************************* recent consumer complaint regarding Billing or Collection Issues (ID # *********.
  
  On 10/20, the users account was flagged and suspended for suspicious activity. Upon finding out their account was suspended, the user reached out to Support via chat. ****************** was told he would receive a follow-up email from the Accounts team.
  
  After receiving the email from the Accounts team, the user provided the requested documents on 10/22. Following the review of the account, the user received an email from the Accounts team on 10/30. The user was advised that unauthorized activity occurred on their account. They were instructed to reset their password and add multi-factor authentication to their account. They have since logged in and resumed play.
  
  We apologize for any inconvenience. At this time, the users account has been reviewed, it has been reactivated, they have continued their play, and we consider the matter resolved.