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:10/20/2023

  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.

  I have signed up to Use fan duel based on all of the advertisements Ive seen on TV and all of the *** games. *** placed a bet on a *** game and won money and I have tried several times just to cash out my legally earned money from the app and they keep denying me and then suspending my account. The only way to get my account un-suspended is to go through there insanely difficult process which provides no help. They have been consistently denying my money and making it as difficult as can be to get my money. At this point I am very concerned and worried about losing my money that *** bet and also the money that I have legally won from such bet. Im not understanding how this is a legal practice on behalf of FanDuel. This has caused me tons of stress on my health. All I ask is for my money.

  Business Response

  Date: 11/02/2023

  To Whom It May ****************** write in response to ******************** recent consumer complaint regarding Refund Or Exchange Issues (ID #*********.
  
  ******************** FanDuel account was suspended as we identified account activity that required further review. There were also statements made by ****************** which gave us concerns from a responsible gaming perspective which also required review.
  
  As part of our standard review process, we did request documents from ****************** in order to investigate the account activity. This review regarding his account activity was completed and our team did educate him on why this did occur so that activity can be avoided in the future. 
  
  On 10/26, our accounts team then began working with ****************** regarding the review around the statements he did make. As part of that review we requested additional documents on 10/31 so we can make sure ****************** is gaming responsibly. Once he is able to provide the requested documents we will be happy to proceed with our review. 
  
  Until then, FanDuel would consider this matter resolved.

• Initial Complaint

  Date:10/20/2023

  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 set up a FanDuel account on 10/15 and entered all my valid information. I deposited $500 from PayPal. I am a ** resident but was in the state of MA when I signed up. On 10/16 FanDuel temporarily suspended my account. It wasnt easy to find out why but their automated messages said it was to verity my account. On 10/18 I used their portal to upload the documents they requested to verify my account. I would like to understand what else is needed and to have my account suspension removed so I can access my funds.

  Business Response

  Date: 10/27/2023

  To Whom It May ****************** write in response to *** ********* recent consumer complaint regarding Service Issues (ID #*********.
  
  *** ********* FanDuel account was suspended as we identified activity that required further review. 
  
  As part of our standard review process, we did request documents from ******************** in order to investigate this activity.
  
  This review was completed on 10/27 and as a result we did reopen *** ********* account. This was communicated to ******************** via email and he has since been able to log in. 
  
  FanDuel would consider this matter resolved.

• Initial Complaint

  Date:10/20/2023

  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.

  I started betting with FanDuel this past weekend on 10/14/23. I won and when I tried to withdraw my account was locked. They have no live people that could check information instantly in-line *********. I understand they need to review but Ive submitted all my information and its been a few days and nothing.

  Customer Answer

  Date: 10/21/2023

  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:10/20/2023

  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.

  My account was suspended without valid reasons I was told since the 12th of oct to send verification documents Ive send these same documents 7 times as for today and no response yet

  Business Response

  Date: 10/27/2023

  To Whom It May ****************** are writing in response to ******************************* recent consumer complaint regarding Service Issues (ID #*********.
  
  On October 13, 2023, the consumer's account was temporarily suspended for deposit verification. After a thorough review, we have successfully completed the verification process, and the consumer's funds have been refunded as requested on October 23.
  
  **************** has also requested to close her account, and it will remain suspended until she decides to reactivate it.
  
  FanDuel considers this matter resolved, and we appreciate the opportunity to address the concerns and clarify our processes with the consumer.

• Initial Complaint

  Date:10/20/2023

  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.

  On October 9, 2023, I deposited a total of $250 into my FanDuel account. On that same date, I won a Jackpot for $9902.71 (I took a screenshot) and my total available balance was $10032.66 I continued to play without issue. On October 11, 2023, I requested a withdrawal for $8000.00 in the form of pickup at Mohegan Casino. I received the email confirmation stating the withdrawal would take up to 48 hours and to wait for another email confirmation to go pick it up. This was 12pm. I received another email on the same day at 6:41pm informing me that my account was suspended, and I needed to upload my Drivers license, front & back of cc I had used for the deposit and a picture of myself holding a paper showing the date. I uploaded the requested items that evening. Oct 12, I tried to get in touch with them, but there is no phone number, and you are not able to use the chat feature if your account is suspended. It automatically triggers an automated email requesting the same documents. I emailed support and received an automated message. On Oct. 14, I received an email from Customer Support named ******. She said my account was suspended but she couldn't see why, and they were reviewing it and no additional action was required from me and that I would hear from the accounts team. I haven't heard from anyone as of today. I tried again to contact them and sent another email to customer support, and I just get an automated email from a "no-reply" email address. Everything was fine until I requested a withdrawal of my winnings. I can understand they want to verify but I submitted what they asked for and I'm still waiting and there is no easy way to contact them. How long can they hold my money?

  Business Response

  Date: 10/31/2023

  We write in response to ********************* recent consumer complaint regarding her FanDuel Account being suspended (ID #*********.
  
  On October 11th, 2023, *** ******** FanDuel account was suspended for security concerns regarding inconsistent activity relating to deposit transactions. 
  
  That evening, ****************** 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 her identity and previous activity.
  
  ****************** provided the requested information on October 11th at 9:21pm.
  
  After our team reviewed the information submitted by ****************** there was a follow email sent to her with additional questions on October 21st. ****************** responded on October 22nd with the requested information.
  
  After a thorough review of the given material, *** ******** account was reinstated on October 22nd at 9:13am. We informed ****************** that our system detected a higher-than-normal amount of declined deposit attempts on her account within 24 hours and out of precaution her account was suspended to ensure that the deposits were not being attempted by an unauthorized party. 
  
  We understand how easy it is for these types of things to happen without realizing it, so we wanted to educate ****************** on the matter and ensure the safety of her account.
  
  ****************** has regained access to her account and has successfully withdrawn her winnings. She has continued wager on our platform, therefore, 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 have determined that my complaint has NOT been resolved because:

  I have not been able to collect my withdrawal. I requested the withdrawal which was approved. I was not able to get to the casino to collect it. Per FanDuel policy, you have ************************************* it is returned to your FanDuel account balance. It has NOT been returned to my account and I have contacted FanDuel chat support twice and they are unable to locate the money. FanDuel seems to have misplaced my withdrawal. They do not follow their policy.

   

   

   

   

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

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

  Business Response

  Date: 11/22/2023

  To Whom It May ****************** write in response to ********************* recent consumer complaint regarding her Withdrawal (ID #*********.
  
  After a thorough review of *** ******** account, we confirmed that she initiated a withdrawal for $8,000.00 on 10/23, the day after her FanDuel Account was reinstated.
  
  ****************** contacted customer support via chat on November 9th at 10:53pm and again at 11:09pm. She let our Customer Support team know that she had requested a withdrawal for $8,000.00 and had received notification that it was approved and available for pick up at the retail location. 
  
  ****************** further explained that she was unable to go pick up the withdrawal and the funds should have been returned to her after 14 days if she was unable to pick them up. Our customer support team advised ****************** that she would be able to cancel the request, however, she insisted that the funds were to be returned after 14 days.
  
  The information displayed on our site regarding Cash at Counter withdrawals, states that the customer has 14 days from the time they receive the second email confirming their request is ready for pick-up. It does not state that their funds will automatically return after 14 days to their FanDuel balance. Our customers will typically receive a confirmation for pick up within ***** hours after the withdrawal is initiated. They would then have 14 days from when the confirmation is received not when the withdrawal was initiated.
  
  Additionally, during this 14-day waiting period, ****************** did not reach out to FanDuel to make us aware that she would no longer be picking up the funds and needed assistance with cancelling her request.
  
  Once, ****************** did contact our team on the late evening of November 9th, we suggested that she cancel the withdrawal. ****************** then canceled her withdrawal request on November 10th at 9:06 am and the funds immediately returned to her FanDuel account.
  *** ******** $8,000.00 has been returned to her FanDuel balance. She has continued to wager daily on our platform and has yet to initiate another withdrawal. *** ******** current FanDuel balance is $8,308.63, therefore, FanDuel would consider this matter resolved.

• Initial Complaint

  Date:10/20/2023

  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 had my fanduel account locked and suspended after winnings and trying to withdraw my deposit and money fairly won. They asked for requested verification items and documents which were sent. It has been over a week since my account suspension. This seems to be a common practice and problem as I have seen similar complaints with this business. I wish to have access returned to collect my winnings and prefer never to use their corrupt platform again. They have not responded adequately and no one in support has no authority to initiate anything of substance. The suspension occurred during the week of 10I11/2023.

  Business Response

  Date: 10/27/2023

  To Whom It May ****************** are writing in response to ************************************* recent consumer complaint regarding Advertising Issues (ID #*********.
  
  On October 14, 2023, the consumer's account was temporarily suspended for deposit verification. Due to multiple outreach attempts from ************************, this resulted in a delay in his review as he created duplicate cases, which automatically triggered new verification emails from our system. On October 26, after a thorough review of his verification documents, we reinstated his account, and the consumer has since regained access.
  
  FanDuel considers this matter resolved and appreciates the opportunity to address the concerns and clarify our processes with the consumer.

• Initial Complaint

  Date:10/19/2023

  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 signed up for this service on Sunday October 15th for the first time and this was my first experience betting on sports books. I made a parlay with my initial deposit and won on it. I withdrawed the funds and got an email saying withdrawal is in process. Later that night, I got an email saying my account was deactivated and I had to submit pictures and documentation to prove I was my own person. I did this immediately. Ever since then, I have gotten no eligible answer as to what exactly is going or what I did wrong since then, through their support email, through their live chat, and as well as through their ******* account. Can I get some clarification or help as to what is going on here? *** never played online sports books before and I got pretty into it when I saw all the app could do but now I dont know what is even going on.

  Business Response

  Date: 10/27/2023

  To Whom It May ****************** are writing in response to ******************************* recent consumer complaint regarding Service Issues (ID #*********.
  
  On October 15, 2023, the consumer's account was temporarily suspended for deposit verification. In our review of the consumer's account and verification documents, it came to our attention that ******************** account had been linked to another FanDuel user through deposit methods. This activity is expressly prohibited as per our Terms and Conditions (***************************************************************).
  
  7.1.1 All money that you deposit into your account originates from a payment source of which you are the legal owner.
  
  We advised **************** that moving forward, he should only use deposit methods in his name and not shared with other users. Further violations of these Terms and Conditions may result in additional suspensions or actions against the consumer's account.
  
  On October 21, 2023, the account was reinstated, and FanDuel considers this matter resolved.

• Initial Complaint

  Date:10/19/2023

  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.

  Made a withdrawal/refund request for the amount of $395.49 which was money I uploaded to the app. Made the request on 10/5/23, today is 10/18/23 and I have yet to received my funds. Contacted customer support and keep getting the run-around about processing times, which I find amusing because there is no processing time when they are taking your money. A company that takes customers money instantly but hesitates to pay the customer is a company that deserves to fail. FanDuel has a rude awaking if whats coming to them.Terrible business with shady practices. Use DraftKings, BetMGM or Barstools instead of them and save yourself the stress

  Business Response

  Date: 10/31/2023

  To Whom This May ****************** write in response to ****************** recent consumer complaint regarding Refund Or Exchange Issues
  ID #********
  
  On 10/5, **************** initiated a partial refund in the amount of $395.49 of his original $401.04 deposit. 
  
  After review, it appears that ****************** refund of $395.49 was completed to his original form of payment (***** ********** account). This refund was completed on 10/12 at 4:10 pm and we would encourage **************** to continue working with his bank if they are holding his funds. 
  
  As all information have been relayed to ****************, and his refund has correctly processed, FanDuel considers this matter resolved. 

• Initial Complaint

  Date:10/19/2023

  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.

  My Fanduel account was compromised/hacked. They suspended my account due to suspicious activity, which I fully understand. They asked me to upload my ID and send a weird picture of myself holding a paper with the date, and I did. But they also wanted me to send them my banking or credit card info over regular email. This seems completely ridiculous. At first, I thought it was some elaborate scam. I refuse to send my banking information through non-encrypted email and prefer a secure web page. They don't have a working phone number; their website's "chat" feature is all computer-generated replies that don't offer any helpful resolution. I am not alone in this experience with Fanduel as I have researched online, and they constantly suspend players' accounts and freeze their funds with zero resolution. I have tried to devise a solution with their email-based customer service reps (which is a joke) to no avail.Overall, I enjoy the Fandual experience and only ask that my account be restored and suggest they fix their customer service department!

  Business Response

  Date: 10/31/2023

  To Whom It May ****************** write in response to ********************* recent consumer complaint regarding his FanDuel Account being suspended (ID #*********.
  
  On October 10th 2023, at 9:44 am, ** ******** FanDuel account was suspended due to suspicious activity that was flagged by our system.
  
  ****************** contacted our customer service team that day after the account was suspended, stating he believed his account was hacked. Our **************** Team advised that the account was suspended due to suspicious activity and the case 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 both his identity and previous activity.
  
  On October 10th at 10:39 am our team reached out to ****************** via email to request the specific documents needed to verify his identity and confirm his account activity. ****************** responded that day at 10:59 am with only part of the requested information.
  
  On October 11th at 9:28 am a member of our accounts security team replied to *** ******** email and requested specific information that was needed to verify the account activity. ****************** replied on October 12th at 8:40 pm stating he did not feel comfortable sending the requested information.
  
  Our Accounts Security team then emailed ****************** on October 19th at 11:13 am and apologized for the frustration and attempted once more to collect the requested information. ****************** replied that day at 1:32 pm stating he would file a complaint with the BBB. We replied and let ****************** know that without the requested information we could not finalize our review and to maintain the security of his account it will remain suspended until we receive the requested information.
  
  ****************** replied on October 20th at 11:56 am stating if we had a secure web page he would provide the requested documents. A few minutes later, at 12:06pm our team responded and provided our secure link where the documents could be uploaded. ****************** did not reply.
  
  Following the receipt of *** ******** BBB complaint, our Accounts Security Team attempted to reach him via email once more on October 27th at 9:47 am to request the information needed to review his account. In the email our team reassured ****************** that his information would remain secure. Unfortunately, ****************** has yet to respond.
  
  We do apologize for any inconvenience ****************** has experienced.  We hope to hear from him soon and have his full cooperation so that we may resolve this issue.

• Initial Complaint

  Date:10/19/2023

  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 have an Fanduel account they locked my account 4 days ago for inconsistencies. They requested a photo of my ************ of myself with the date on it. I have uploaded requested documents 5 times. I emailed the same documents 4 times. I have emailed Fanduel 19 times without a response. They do not have a phone number to call. I cannot use CHAT because my account is locked. I want my money they owe back or my account unlocked.

  Business Response

  Date: 10/26/2023

  To Whom It May ****************** are writing in response to ********************************* recent consumer complaint regarding ******** Services Issues (ID #*********.
  
  On 10/17, ************************ account was temporarily suspended due to suspected Deposit Fraud. The consumer reached out to support eight separate times regarding his account, resulting in duplicate cases being created, which in turn caused a delay in his review.
  
  On 10/22, after a thorough review, we educated the user on the situation. We explained that the number of deposits made on his account within a small period of time had raised a flag within our system, leading to the suspension. This action was taken solely to protect his personal information and funds on his FanDuel account. We completed our verification process with the consumer and advised him to make deposits all at once in the future.
  
  FanDuel considers this matter resolved, and we appreciate the opportunity to address the concerns and clarify our processes with the consumer.