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

• 

  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

• 

  TVG Network

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

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:10/18/2023

  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 created a sports book account, but I have never deposited money or made a wager with this company. After creating account I did not feel comfortable wagering money with them and did not deposit. I asked customer service to delete info and they said the disabled account and it was same as deletion. Then I find out the next week they did not. I recontacted customer service and they said it was impossible to delete but would not say why. I dont trust my PII with this shady business. All I want is my information removed from their servers before they get hacked or sell it off.

  Business Response

  Date: 10/25/2023

  To Whom It May ********************** write in response to *** ******************* recent consumer complaint regarding Service Issues (ID #*********. 
  
  
  On 09-30-2023, *** ****** FanDuel account was suspended for security concerns regarding inconsistent activity relating to deposit transactions.
  
  
  On 10/02/23, ************** contacted FanDuels **************** team regarding the request for deactivation, to which FanDuel's customer service team deactivated the account. Regarding information, per FanDuels terms and conditions, BIU (in conjunction with FanDuel) is committed to only retaining Personal Information for a period of time that is necessary to fulfill a legitimate business purpose and deleting or de-identifying the Personal Information thereafter. For more information as it pertains to customer information, ************** is more than welcome to review our terms and conditions 
  ***************************************************************************
  
  
  As FanDuel has deactivated the account per request and maintained information based on the terms and conditions, to which ************** accepted when he created the account, ******************** would consider this matter resolved.
  
  
  
  

  Customer Answer

  Date: 10/26/2023

  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:

  This only provides vague, generalized and inaccurate information.  There was no suspicious deposit transaction activity because there was no deposit transactions. There is also no legitimate business reason for maintaining any of my Personal Information because there was no business between me and this company.  I clicked a referral link and made and account but never made any deposits or other activity. I was never informed of any suspicious activity, only inactivity.  The company response also does not state a specific period of time they plan on keeping my information. Please provide what legitimate business reason you have for keeping my personal information and a timeline for deleting and de-identifying. Why cant this business provide specific answers to any questions? I do not want my info stored, sold to third parties, or compromised. There was no business transaction, no suspicious activity, and no legitimate business reason for maintaining it.  The only suspicious activity I was told of was inactivity because I did not make a deposit. 

   

   

   

   

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

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

  Business Response

  Date: 11/08/2023

  To Whom It May ****************** write in response to *** ******************* consumer complaint regarding Service Issues (ID #*********. Fanduel's stance remains unchanged regarding this matter.  
  
  As FanDuel has deactivated the account per request and maintained information based on the terms and conditions, to which ************** accepted when he created the account, ******************** would consider this matter resolved. Fanduel would consider this matter resolved.
  

  Customer Answer

  Date: 11/11/2023

  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:

  [Your Answer Here]

  FanDuel did not answer any of my questions about what suspicious activity was happening and/or what business transaction took place between me and them that requires them to maintain my personal information indefinitely. I use indefinitely because they have not provided a timeline for the removal of my personal information. They may consider this resolved yet I do not because they havent given my any valid reason to maintain my personal information or how long they intend to keep it.  

   

   

   

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

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

• Initial Complaint

  Date:10/18/2023

  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 created an account through the ********************** app, transferred money, and placed one bet on the ******************** to win the *** The next day I received an email saying my account was suspended. I used chat service to talk to a representative and they unhelpfully said they couldn't resolve anything and I'd have to wait for an email from "accounts". "Accounts" sent an email several days later asking me to upload documents proving my identity. (Don't know why I couldn't do that from the start). I uploaded the documents but have since gotten nowhere in my attempts to login to my account. Every few days I receive the same email telling me to upload the same documents. I've done it twice. The chat service ends my chats when I attempt to talk to a live representative. My emails to the company are answered days later with the response "we've closed the case you opened with our support team" with nothing resolved. It's almost as if I'm on some sort of internal block list. My bet is no longer valid because I've been denied the opportunity to "cash out". The issue has been going on over 10 days and I can't get anyone at the company to respond to emails, phone calls (their number is disconnected) or the online chats. This is a simple issue that's turned into a circus. You'd think they'd want to resolve this so I could spend more money? At this point I can only conclude this is a predatory business that takes people's money, especially after reading all the BBB comments and complaints. I want my money back.

  Business Response

  Date: 10/26/2023

  To Whom It May ****************** write in response to ************************* recent consumer complaint regarding his FanDuel Account being suspended (ID #*********.
  
  On October 12th, 2023, ****************** FanDuel account was suspended for security concerns regarding inconsistent activity relating to deposit transactions. 
  
  The next day, October 13th at 7:43 am, **************** 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.
  
  Our team contacted **************** via email on October 14th and requested these documents. **************** responded that day with the requested information.
  
  After our team reviewed the information submitted by **************** there was a follow email sent to him with additional questions on October 19th. **************** responded that day with the additional information. On October 20th our team sent another email asking **************** for insight on specific account activity that seemed concerning and he responded promptly with an explanation.

  After a thorough review of the given material, ****************** account was reinstated on October 20th. We informed **************** that our system detected a higher-than-normal amount of declined deposit attempts on his account within 24 hours and out of precaution his 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 his account.

  
  **************** has since regained access to his account, therefore, ******************** would consider this matter resolved.

• Initial Complaint

  Date:10/17/2023

  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.

  I have been contacting fanduel since December 2021. They allowed someone to use my social security number for a sports betting account. Which you have to pay taxes on. I have gave them all the information needed to suspend the account using my social security number. They have yet to resolve this issue. I will be the one held responsible for paying taxes on any bets and money the fraudulent account is using.

  Business Response

  Date: 10/26/2023

  To Whom This May ****************** write in response to *** ****** recent consumer complaint regarding Billing or Collection Issues ID #********.
  
  On 10/2, ************** contacted FanDuel Support in regard to a claim of an unauthorized account creation with her information.  
  
  After ************** was able to verify all of her verification information, our Accounts team was able to determine a second FanDuel account had already been verified with *** ****** information. Despite the fact there has no activity on the account since July 2021, FanDuel was able to close the secondary account per *** ****** request. 
  
  As all information have been relayed to **************, and her account is now properly verified with the correct email address, FanDuel considers this matter resolved. 

• Initial Complaint

  Date:10/16/2023

  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.

  On Tuesday October 10th, 2023, I found out my FanDuel account was compromised and my bank account information stolen and my account was negative after 5 FanDuel withdrawals. FanDuel locked my account and I made a complaint. I had to cancel my bank account and possibly will have to cancel my credit card as well. FanDuel chat told me there was nothing they can do for me and I need to wait for an email from customer support. I got the email and replied and attempted to start uploading the docs they requested and the system had an error. I emailed them to let them know I could no longer upload the docs they requested. I have been waiting for over 4 days with no response and no details about the theft of my financial and personal information. They have no fraud department to contact and I am beginning to think they have no customer support at all and just send out form emails with no actual support at all. I would really like to find out the extent of the fraud and I don't know what to do. I have had financial losses as a result of the fraud and FanDuel has locked me out of my own account and is keeping my money as well. I am desperate for help and would appreciate you contacting FanDuel for me to get some resolution to the fraud.

  Business Response

  Date: 10/26/2023

  To Whom It May ****************** write in response to **************** recent consumer complaint regarding his FanDuel Account being compromised (ID #*********.
  
  On October 10th, 2023, at 4:32 pm, *** **** contacted our customer support team via chat to advise his account had been compromised and funds were being taken out of his account for ******************** sports book and casino.
  
  Our team immediately escalated his case to our Accounts Security Team for further assistance. The account was on a ***** time out which is an option available to our users should they want to take a break from gambling. This would prevent further action from being taken as the account is inaccessible during this time.
  
  Due to the nature of the suspension, *** **** was required to supply a series of verification documents to verify both her identity and previous activity.
  
  Our team requested verification documents from *** **** on October 12th. *** **** responded that day and provided the necessary documents.
  
  Following a thorough review of the given material, *** ***** account was reinstated on October 14th. We restored *** ***** balance and recommended that he reset his password upon logging in as an extra security measure and set up Multi-Factor Authentication.
  
  *** **** has since accessed his account and withdrew his funds. He has continued to wager on our site so at this time FanDuel would consider this matter resolved.

• Initial Complaint

  Date:10/16/2023

  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.

  About 2 weeks ago I bet ***** which was a free bet for being a new customer and won $500.00 on ********************. I am 21 years of age and used my Mom's email address as I don't have one myself. My ************* changed the email from ***************************** to ************************ Recently, FanDuel suspended my account for verification purposes. I was asked to send in ID, my bank card and a pic of myself with the date on a piece of paper which I did send 3 times. Now they are saying that my account is still suspended because the email I am emailing them from is *********************** and not ****************************** I cannot update this on my FanDuel account as I am locked out. They stole money from me and are now using the email as an excuse to keep my account suspended. I have tried reaching out again and again with no response.

  Customer Answer

  Date: 10/16/2023

  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:10/13/2023

  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.

  I signed up for FanDuel and I was supposed to get a bonus when you first make a deposit I didnt get it so. So I started using the account and I made a couple different deposit the next morning 10/07/2023 My account was suspended they requested that I send them an email in my documents as of today more than 72hours. I still I cant talk to anyone until I upload which I have been since 10/07/2023 today is 10/11/2023. And. Still not a response. I tried talking to a live person and every time I put in my email address it repeats the same thing that my account is suspended and no further agent is available to help me.

  Business Response

  Date: 10/19/2023

  To Whom It May ****************** write in response to ***************************** recent consumer complaint regarding Billing or Collection Issues (ID #*********. 
  
  On 10/08/2023, *** ****** FanDuel account was suspended for security concerns regarding inconsistent activity relating to deposit transactions.
  
  On this same day, ************** 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 on 10/15/2023. After a careful review of the given material it was found the material provided was sufficient, and we could reactivate *** ****** Fanduel account. 
  
  As a result, ************** account was reactivated, and she was notified of such in a follow-up email. Additionally, was provided with information on how to avoid this in the future. FanDuel would consider this matter resolved.

• Initial Complaint

  Date:10/12/2023

  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.

  Fanduel Sportbooks allowed my account to be hacked and withdrew $421.00 out of my bank account. They are impossible to get ahold of and just keep telling me they don't need anything else from me. They have completely locked me out of my account so I can't even see what was done. I am extremely upset and feel that many people are at risk of this happening to them and conveniently they have no active phone numbers.

  Business Response

  Date: 10/17/2023

  To Whom It May ****************** write in response to ************************* recent consumer complaint regarding Billing or Collection Issues (ID #*********. 
  
  On 10-11-2023, **************** FanDuel account was suspended for security concerns regarding inconsistent activity relating to transactions, following a claim she made to our customer service team.
  
  This case was then 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 on 10/14/2023. After a careful review of the given material it was found the material provided was sufficient, and we could reactivate **************** Fanduel account. 
  
  As a result, ************** account was reactivated, and she was notified of such in a follow-up email. Additionally, was provided with information regarding the FanDuel accounts activity relating to her claim, and information on how to proceed moving forward. 
  
  As ************** has been provided with information regarding the FanDuel account, ******************** would consider this matter resolved.

• Initial Complaint

  Date:10/12/2023

  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've been using fanduel since around the the beginning of 2023. I've never had any issues with loading money and never had any issues when I've lost my bets. and on sunday October 8th, I finally won a bet that I made that I wagered $100 and won $4,331.51. The next morning they suspended my account and demanded I provide multiple forms of documentation regarding my payment information and picture id and photo of myself holding a picture with that day's date. I provided all of it. the email said I would be contacted around 12 hours. it's going on 24 hours now and I've read multiple reviews of this happening to others also and it only being after they have finally WON a bet of a decent amount of money and they also had account immediately suspended and didn't hear back from them after providing information requested by fanduel. I would like help getting the money I rightfully won please. they never had any issues with my account when I was loading money for the last 2 months since *** season started and now that I have finally won they have suspended my account indefinitely and seems to me trying to avoid paying out money I won.

  Business Response

  Date: 10/17/2023

  To Whom It May ****************** are responding to *************************************** recent consumer complaint regarding Advertising Issues (ID #*********.
  
  On 10/9/2023, ******************** account was flagged and temporarily suspended due to suspected credit card sharing and login sharing with two other accounts. It is important to note that this suspension was unrelated to his deposits or winnings.
  
  After a thorough review by our accounts team and successful verification, **************** was informed about our terms, which prohibit patrons from co-owning or sharing an account or payment method to fund an account, as well as account sharing. We stressed the importance of **************** ensuring that he is the sole user of a payment method/device registered in his name to fund his FanDuel account, and that no one other than himself should access his account from a different device.
  
  We issued a ***** warning, emphasizing that any future references or suspicions of account sharing, payment method sharing, or device sharing could lead to a permanent suspension.
  
  On 10/11/2023, ******************** account was successfully reinstated. Furthermore, **************** was able to access and retrieve his funds. FanDuel considers this matter resolved and we appreciate the opportunity to address the concerns and clarify our processes with the consumer.

• Initial Complaint

  Date:10/12/2023

  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 has been suspended and I cannot access the funds in my account. I need to be able to access and withdrawal my funds that I placed into the account to play with.I submitted all the verification photos that were requested of me

  Business Response

  Date: 10/19/2023

  To Whom This May ****************** write in response to ************** recent consumer complaint regarding Service Issues ID #********.
  
  
  Between 10/2 - 10/3 there were multiple failed deposits and multiple successful deposits totaling $10,400 worth of deposits on ************** account. At some point, ************ then disputed charges with her banking institution in the amount of $6,000.00, to which we complied. 
  
  At that time once the funds were returned, ************** account was temporarily disabled due to the disputed claim. At the time ************** account was disabled, there was a $3,3791.60 balance on the account which was promptly returned to her. 
  
  
  ************** account will remain disabled, until the disputed amount is repaid to FanDuel, per our Terms & Conditions. 
  
  As all information have been relayed to ************, in regard to her account and no money is owed, FanDuel considers this matter resolved. 

• Initial Complaint

  Date:10/12/2023

  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.

  On Sunday morning Oct 8th at approximately 05:22 my account was hacked into on FanDuel. They proceeded to Withdraw $701 from my account they also Withdrew me from approximately $285 worth of entries that I was already in. They appeared to put a CC on my account somehow and Withdrew the money that way. I have contacted FanDuel Live Chat support numerous times since then and keep getting the same response that someone will look into it. I do not find this to be a sufficient response which I have tried to tell them and they keep saying it will be looked into. I am attaching the pictures of the withdrawal I received while sleeping from FanDuel.

  Business Response

  Date: 10/18/2023

  To Whom It May ****************** write in response to *** ****************** recent consumer complaint regarding Service Issues(ID #*********. 
  
  On 10-08-2023, *** ****** reached out to our FanDuel customer service team regarding his account concerns. Due to these concerns, out of an abundance of caution, his account was suspended which was then 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 10/13/2023. After a careful review of the given material it was found the material provided was sufficient, and we could reactivate *** ******* Fanduel account. 
  
  As a result, *** ****** account was reactivated, and he was notified of such in a follow-up email. Additionally, he was provided with information on the account activity, was provided with balance of his account prior to his account suspension review, and security measures on how to avoid this in the future. 
  
  Please note, we encourage customers, if they have not done so already, we recommend activating multi-factor authentication on their account which can be enabled by using this link: ************************************************************************.
  
  As we have reviewed the account, **************** has been provided with funds that were there prior to account suspension, he has been updated with information pertaining to the account and as the account has been reactivated, FanDuel would consider this matter resolved.