Complaints

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

close

Find a Location

FanDuel Inc. has 6 locations, listed below.

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

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  FanDuel Inc.

  19 Union Square West New York, NY 10003-3304

• 

  Fanduel Sportsbook at The Greenbrier

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

• 

  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

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:03/23/2023

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Sports betting became legal at the beginning of 2023 in my state. I created an account In early February and I immediately had issues depositing money. I had money so that wasnt the problem but using 2 or 3 different cards they were continuously declined. No big deal, I finally over the course of a few days was able to get enough money into my account. My first and only bet I placed won so I was excited and I withdrew the money. Before the money could hit my account I got an email stating I was suspended. This was February 4th, 2023. No big deal, I could fix this easily! I supplied Fanduel with all requested documentation including a photo of myself holding a piece of paper with the date on it. Weird but whatever! Well it is is now the end of March and they have yet to get back to me. I have sent numerous emails in regard to the case and no answer. They have been holding $6,600 of mine for close to 2 months with 0 answer from them. Is this how the biggest sportsbook in the country handles their customers? I am disappointed and Fanduel should be embarrassed. I want my issue addressed immediately and my money returned to me.

  Business Response

  Date: 04/05/2023

  To Whom It May ****************** write in response to *********************** recent consumer complaint in regard to their FanDuel Account being suspended with no resolution (ID #*********.
  
  On February 4th, 2023, *** ********** FanDuel account was suspended for security concerns regarding inconsistent activity relating to deposit transactions. 
  
  On that day, ********************** contacted our customer service team via email to inquire about her account suspension.  In the email, she acknowledges that her account may have been suspended due to her 50 declined deposit transactions. Our team advised ********************** that the account was suspended due to suspicious activity and was then escalated to our Accounts Security Team for further assistance.
  
  On February 6th, 2023 our team contacted ********************** via email to request a series of verification documents to verify both her identity and previous activity due to the nature of the suspension. ********************** responded that same day with the requested documents.
  
  After our team reviewed the information submitted by ********************** there was a follow email sent to her with additional questions on March 30th. ********************** responded that day with the additional information.
  
  After a thorough review of the given material, ********************** account was reinstated on March 30th. We advised **********************, per our terms, users can not ***own/share devices and if deposits are failing repeatedly it can lead to an automatic suspension of her account. We also let ********************** know that continuing this activity can cause her account to be flagged for further review.
  
  ********************** has since accessed her account and has withdrawn her funds. FanDuel would consider this matter resolved

  Customer Answer

  Date: 04/28/2023

  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:03/23/2023

  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 refuses to stop sending me physical mailings (consisting of advertisements) and does not provide a readily available method for this. I have never been their customer. I do not know why ******************** has my name and address and think it is inappropriate for them to send me mail.I would prefer to deal with this through some sort of unsubscribing feature online. Many companies that send catalogs have a section of their webpage that is dedicated to removal from the mailing list. FanDuel has nothing of the sort. Instead, seemingly the best option is a chat service that requires the request to be narrowed into categories that might only apply to existing customers. To use the chat service to connect with an agent, one is required to provide an email address, which is counterintuitive as I am not interested to provide the business more of my contact information.In using the chat service, the chat agent was unable to process my request and had to forward it to another team, who picked it up over email. This was okay, but I would have preferred to have been transferred to a person who could do something about this simple request, especially as email did not pan out.Over email, I provided the address required to be removed from the mailing list once FanDuel contacted me for it. Another agent took over and said it was impossible to change the information on my account. Yet, I do not have an account and do not wish to change information - simply to have it removed.I replied that it did not make sense that they could not offer a solution as it indicated they had no control over their mailing list, which can't be true. After I stated this, FanDuel stopped replying. Thus, they will take no action to stop contacting me via mail. Email correspondence attached for support.

  Business Response

  Date: 03/30/2023

  To Whom It May ********
  
  
  We write in response to *** *********************** recent consumer complaint regarding Refund Or Exchange Issues (ID # *********.
  
  
  Our team has had the opportunity to review the conversation that ************** was having with one of our customer service agents. I have confirmed with our marketing team that ****************** name was removed from any marketing distribution. Regarding this specific interaction, we have discussed this conversation internally with our staff and we apologize for any misunderstanding regarding our team's communication of ****************** request to not receive any distribution of advertising.
  
  
  Please be advised, that there is information on our ads that allow you to opt-out out of receiving any marketing from our team. Once again, we apologize to ************** for any communication issues with our customer service team.
  
  
  ******************** would consider this matter resolved.

• Initial Complaint

  Date:03/23/2023

  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 added money to my account and withdrawln some and my account got suspended with my money stuck on it

  Business Response

  Date: 03/30/2023

  To Whom It May ****************** write in response to *********************** recent consumer complaint regarding his Fanduel Account being suspended.
  (ID #*********.
  
  On March 22nd, 2023, ****************** FanDuel account was suspended for security concerns regarding inconsistent activity relating to deposit transactions. 
  
  On that day, **************** contacted FanDuels **************** team regarding the suspension and was escalated to the Accounts Security Team for further assistance. Due to the nature of the suspension, **************** is required to supply a series of verification documents to verify both his identity and previous activity.
  
  Our team contacted **************** via email and requested these documents on March 25th, 2023. **************** responded on March 26th with the requested information.
  
  After our team reviewed the information submitted by **************** there was a follow email sent to him with additional questions on March 27th. **************** responded that day with the additional information.

  After a thorough review of the given material, ****************** account was reinstated on March 27th. 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 regained access to his account, accessed his funds, and has continued to wager on our app. FanDuel would consider this matter resolved.

• Initial Complaint

  Date:03/22/2023

  Type:Billing 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.

  To whom it may concern.I opened a FanDuel account on the first day of gaming in MA. I deposited $25 then a few days later $50. I made bets and won about $200. Then on Saturday the 18th I couldnt access my account. At the same time I started getting over 500 emails in several different languages asking to confirm over 500 subscriptions. I immediately contacted FanDuel via their chat support. They told me my account was suspended due to unusual activity. They emailed me and asked to send copies of my drivers license. Debit card and a photo of myself with the date handwritten I was reluctant since I felt my account was hacked. I ended up sending copies. I next got an email asking who belonged to a credit card with the last 4 digits I have never seen before. The next day my initial deposits of $75 were deposited into my account on file. I have not been told what the issue is. Now I get no responses from the. According to my latest email my account does not exist. Where are my winnings. What happened to my existing bets and the money used to place them. What gives them the right to just keep my winnings and wipe my account off the planet. This is wrong and needs to be corrected. Dont I have a right to know why and what happened.My account is ******************* ***************************** ************************************************************************

  Customer Answer

  Date: 03/26/2023

  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:03/22/2023

  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 recently started using FanDuel for sports betting. On March 14 I deposited $50 into the account and FanDuel was offering a referral a friend promo which promised $75 account credit for both myself and the friend if they used the code to sign on. I referred two friends and both used the code given to sign up. They each deposited the required $25 wager to their account. Once their beta settled we were all suspended from the account approximately 24hours later. I have made many attempts to resolve the matter through their customer support. I was given a list of items required to have account reactivated. I have satisfied all their requirements and my account is still suspended and I am not receiving a reply or resolution. I cant even access the account to handle my own money. I would like my account reactivated. So I can withdraw my balance and Im hoping FanDuel will honour the promotion they advertised.

  Business Response

  Date: 03/29/2023

  To Whom It May ****************** write in response to *************************** recent consumer complaint regarding Service Issues (ID #*********. 
  
  On 03/17/23, **************** FanDuel account was suspended for concerns regarding inconsistent activity and account sharing.  
  
  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 both a series of verification documents to verify his identity and an explanation of activity relating to account sharing. 
  
  At our request, ************** provided us with the requested documentation on 03/20/23. 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, was provided with information regarding the details of the other accounts, which were created and only used utilizing a single device, this activity implies account sharing as it was explained to **************. As **************** account has been reactivated , FanDuel would consider this matter resolved.

• Initial Complaint

  Date:03/22/2023

  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 March 10th I was informed that my Fanduel account was suspended due to suspicious activity and multi-accounting. This just so happened to be the day that I won a bet and was in the process of withdrawing over $5000, which was denied immediately upon my account suspension. I find it odd as I only have one account in my name and would describe my bet as normal, not suspicious. I was later informed that I needed to submit proper documentation in order for my account to be reviewed, and so I obliged. It has been well over 7 full business days and I have yet to hear word regarding this review of my account and am now concerned that Fanduel is using tactics in order to steal money from their customers because they are fraudulently deeming customers in violation of their terms of service. I request my funds be returned to me immediately.

  Business Response

  Date: 03/29/2023

  To Whom It May ****************** write in response to *** *************************** recent consumer complaint regarding Service Issues (ID #*********. 
  On 03/10/23, *** ******* FanDuel account was suspended for concerns regarding inconsistent activity related to wagering.
  On this same day, **************** contacted FanDuels **************** team regarding the suspension, which was escalated to the Accounts 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 03/14/23. After a careful review of the given material and the activity relating to the account, we informed **************** that we would not be reactivating his account due to violations of Fanduels terms and conditions.  
  
  As a result, *** ******* account was permanently suspended and any remaining balance was returned to the previous method of deposit. He was notified of such in a follow-up email sent on 03/22/23.  FanDuel would consider this matter resolved.
  
  

• Initial Complaint

  Date:03/21/2023

  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 03/06/2023 I deposited $300 to my fanduel account to get $150 in free bets ..after depositing $150 twice I received the free $150 bet from fanduel ..and I immediately withdrew my initial $300 but never received it back to my bank account.. I've spoken with 3 or 4 different people and each say it's been released by fanduel and I need to check with my bank they even gave me transaction ID numbers to give to the bank . The bank says they don't need id's because they just accepts deposits and there hasn't been any other deposits from fanduel..I have since been playing sports book and depositing and withdrawing money without any incidents.. but they won't return my $300. I have even sent them screenshots of my bank statement proving that I sent $150 twice but they mistook the withdrawals as deposits.. all I want is someone to take a look and realize that the money never reached my account.. today is 03/21/23 and I still haven't received my money.. what can I do?

  Business Response

  Date: 03/29/2023

  To Whom It May ****************** write in response to ***************************** recent consumer complaint regarding Refund Or Exchange Issues (ID #*********. 
  
  Our customer service team, payments team, along with our accounts team has had the opportunity to review ************** transactions and we have come to the conclusion that there are no pending deposits that are currently owed to ************.  
  
  On 03/06/23, ************ made 2 separate successful $150 deposit transactions (once at 6:30pm and another on 6:33pm) into his Fanduel account.  We can see that there was a request for $300 to be withdrawn on 03/06/2023 at 6:34pm, which was also successful.  
  
  On March 26, 2023, a member of our customer service team provided ************ with the Network Transaction  ID that was used for the withdrawal from ************** Fanduel account to his Debit card.  As these funds were successfully released to his debit card and the funds were successfully accepted by ************** institution, Fanduel no longer has liability to these funds.  
  
  As it was suggested to ************ by our customer service team, he would have to reach out to his banking institution for any resolution regarding these funds as we have already released these funds to that institution per the request of ************.  
  
  As Fanduel has already released the funds to ************** debit card, Fanduel would consider this matter resolved.  

• Initial Complaint

  Date:03/21/2023

  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 is a bad actor under various circumstances and here is something I encountered yesterday.You can deposit your money in about 10 different ways and there are also many options to cash out for example paypal, bank transfer, etc.I asked for a time out because gambling is crushing me.My remaining balance seems inaccessible. According to thier website, you can ask to have your balance sent to you.When I inquired about accessing my money, the customer service rep *********** told me via chat: the funds will remain on the account until this block is lifted.Thats a lie and im being tricked into keeping my balance with FanDuel when I clearly want to cash out.Ive been given the run around and Im filling this complaint before I ****I demand any balance on my account to be paid promptly and through the same or similar means I deposited, through electronic bank deposit or PayPal. I already have been financially affected by this fraud and I intend to ****

  Business Response

  Date: 03/29/2023

  To Whom It May ****************** write in response to ********************* recent consumer complaint regarding Billing or Collection Issues (ID #*********.
  
  On 03/20/23, ****************** reached out to our customer service team regarding the remaining balance on his Fanduel account after he utilized Fanduels Responsible Gaming Tool, Timeout.
  
  We had the opportunity to review the conversation between ****************** and our **************** Team. ******************** customers are able to request a refund or a withdrawal during the time their Fanduel account is on a self-imposed Timeout. We have discussed this specific interaction internally with our customer service team.
  
  Regarding *** ******** account, we have an obligation to uphold the highest standards when it comes to responsible gaming. ****************** requested for the permanent closure of his account due to this interaction and his inability to manage his play. We are obligated to accommodate any customers request to permanently close their account. Please note that, based on *** ******** request, his account will not be eligible for reactivation in the future.
  
  As *** ******** account has been permanently closed and the remaining balance have been returned to him, Fanduel would consider this matter resolved.

• Initial Complaint

  Date:03/20/2023

  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.

  My account has been suspended without any information on why and haven't been contact back in over a month about it.

  Business Response

  Date: 03/29/2023

  To Whom This May ****************** write in response to **************** recent consumer complaint regarding Refund Or Exchange Issues (ID # *********.
  
  The users account was flagged for suspicious activity and suspended on 2/23. After the suspension occurred, the user reached out to Support on 2/25 to inquire about their account. They were informed that their case would be sent over to the Accounts team to review.
  
  An email went out to the user on 3/23 to request verification documents for the review process. Following the submission of the documents, the user was asked to clarify the activity in question. After providing this information, the user was warned, and the account was reopened. The user can now withdraw their winnings, refund their deposited funds, or continue their play as they see fit.
  
  We apologize for any inconvenience. However, at this time, the account has been reviewed, it has been reactivated, the user is eligible to withdraw their winnings, and we consider the matter resolved.

• Initial Complaint

  Date:03/20/2023

  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.

  I signed up for FanDuel in December.Shortly after my account was suspended.I contacted support and was told I would hear back from the accounts team soon regarding a review of my account. I heard back in March 4 months later.I was asked to provide my ID and card information.I provided everything and my account was unlocked.The next day it was suspended again.Ive emailed an employee named ****** numerous times since the second suspension and he refuses to respond.I have a $1,012.50 balance in FanDuel. At this point it seems like they are just trying to scam me and stealing my money by ignoring me.Im not interested in doing business with such a dishonest company and horrible customer support.I need my deposit refunded or my account unlocked so I can withdraw my money. This is ridiculous.

  Customer Answer

  Date: 03/29/2023

  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,
  
  *********************************