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

• 

  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 - Louisiana

  5050 Williams Blvd. Kenner, LA 70065

• 

  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:12/08/2023

  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 12/3/23 my FD account was suspended just after making a deposit. I wasnt given a reason, just suspended. The most annoying thing is that this is the third time in the last month Ive been suspended during the same thing. Ive had all my documents and methods of payments verified yet this continues to happen. As stated before by someone else, they say someone will be in contact in 12 hours but they continues to not follow up. At this point I feel like I should be given a consolation prize or something because this in ridiculous. I was told that my case would be escalated and Ive yet to hear from FD. I was told to contact the ** Lottery and ******************* and I will unless FD rectifies the issue.

  Business Response

  Date: 12/15/2023

  To Whom This May ****************** write in response to *** ******* recent consumer complaint regarding Repair Issues ID #********.
  
  FanDuel monitors all accounts for inconsistent activity and as a result, on 12/3/2023, 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 also being used on other FanDuel accounts, which is a violation of our terms and conditions.
  
  As a result, our Accounts security team continually worked with **************** and on 12/8/2023 his account was successfully reactivated with a warning provided. **************** has since continued playing.
  
  As all information has been relayed to **************** and his account has since been reactivated, FanDuel considers this matter resolved.

• Initial Complaint

  Date:12/07/2023

  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 placed a bet on FanDuel and won the bet, I have a prepaid debit card and I was attempting to add a card that I could take my winnings off with, I think I uploaded too many cards at once and FanDuel had temporarily suspended my account, which I can understand.. I took the steps needed to reactivate my account through the emailing process, did everything they asked and provided every document needed to confirm my identity and they said they would pass it along to someone else.. this has been ongoing for maybe 2 months and I havent heard back from anyone in almost a month.. I have money on my account that I could really use for family reasons and the holidays.. I am completely unsatisfied with Fanduels actions and timing and feel as though the buisness doesnt really care about there customers, I want them to make this right and I want my account to be reactivated.. the time wasting has gone on long enough and I am a loyal customer, I have only bet with ******************** and no one else but now Im not so sure.. Thankyou for trying to help with my problems

  Business Response

  Date: 12/19/2023

  To Whom This May ****************** write in response to *** ******** recent consumer complaint regarding Refund Or Exchange Issues ID #********.
  
  FanDuel monitors all accounts for inconsistent activity and as a result, on 11/05/2023, 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 11/16/2023 his account was cleared of any potential wrongdoing. 
  
  
  During the timeframe of this review, our Accounts team had some concerns regarding *** ******** account due to his recent communication with our Support team. 
  
  
  FanDuel takes Responsible Gaming very seriously. Therefore an additional standard review of the account was initiated and the account was temporarily restricted during the review. On 12/19/2023, *** ******** account was reactivated and he was notified of this. 
  
  
  As all information has been relayed to ****************** and his account has since been reactivated, FanDuel considers this matter resolved.

• Initial Complaint

  Date:12/07/2023

  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 made my account and they suspended it and took my money

  Business Response

  Date: 12/19/2023

  To Whom It May ****************** write in response to *************************** recent consumer complaint regarding Service Issues (ID #*********
  
  On 11-24-2023, *** ******** FanDuel account was suspended for security concerns regarding inconsistent activity.
  
  On 12/01/23, *** ******* contacted FanDuels **************** team regarding the suspension, which was escalated to the Accounts Security Team for further assistance. Due to the nature of the suspension, *** ******* was required to supply a series of verification documents to verify his identity.
  
  An email was sent to ****************** requesting for this information as the information he attempted to submit was not sufficient, to which our accounts team still has not received a reply.  
  
  Due to the lack of a response, unfortunately, *************************** case is still under security review. 
  
  We apologize for any delay and look forward to resolving this issue as soon as we receive a response and could move forward with the review.

• Initial Complaint

  Date:12/06/2023

  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.

  Fraud - its been over a month and Fanduel sends the same canned email response every single time. My account was hacked and **** dollars was withdrawn to some random account. I let them know within 24 hours of this happening to stop the withdrawal and they did not. Its been a month and my bank returned the funds but fanduel sent this to collections and will not get back to me. The canned email just keeps stating they cant reinstate my account until identify verification which I gave to them 5 times. They need to fire everyone involved with my case as they cannot read and they dont care. I have no idea how a collections company is trying to collect the **** dollars that with fraudulently withdrawn to another account

  Business Response

  Date: 12/15/2023

  To Whom It May ****************** write in response to *********************** recent consumer complaint regarding Billing or Collection Issues (ID #*********. 
  
  On 11/11/2023, *********************** FanDuel account was suspended for security concerns regarding inconsistent activity relating to deposit transactions following a conversation that he had with FanDuels customer service team.
  
  ************** 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 his identity.
  
  At our request, ************ provided us with the requested documentation on 11/28/23. 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, the account was reactivated ************ was provided with updates regarding the transactions made and activity on the account. Additionally, he was also advised that in order to recover lost funds, he would have to engage his financial institution due to the nature of the deposits made on the account. 
  
  As ************ was updated on the activity on his account, provided with information regarding how to obtain his lost funds, as the account was reactivated, and he was provided with information on how to better protect his account in the future, FanDuel would consider this matter resolved.

• Initial Complaint

  Date:12/06/2023

  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 am locked out of my fan duel account due to suspicious activity that is not plausible. They have my funds locked up that I deposited in the account and will not return them.

  Business Response

  Date: 12/16/2023

  To Whom It May ****************** are responding to ***************************** recent consumer complaint regarding ******** Services Issues (ID *********.
  
  On 12/14, the consumer's account was temporarily suspended due to RG concerning comments made while ************** was under another account review for sharing his device with other players, which goes against our policy.
  
  Any account player that mentions "I need to pay bills" will have their account suspended for an official Responsible Gaming review. All funds in their account will remain in the consumer's account until they complete our review. This is standard protocol, and when the review is complete, the consumer will have access to their funds and can withdraw them if they please.
  
  We can see the balance was refunded to **************, and he is still under our responsible gaming review until our team determines whether the consumer will be safe to return.

• Initial Complaint

  Date:12/06/2023

  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 hit a bet on Fanduel and made a deposit and it suspended my account 2 weeks ago!! Its $120 of mine locked in the account. When I reached out for a update they said it reset the que! So im just supposed to sit and wait with bo update??? This the 3rd time this had happened but it never took this long

  Business Response

  Date: 12/14/2023

  To Whom It May ****************** write in response to ******************************* recent consumer complaint regarding Repair Issues (ID #*********.
  
  On 11/23, the consumer's account was temporarily suspended due to a deposit method not matching the account. Depositing with someone else's card or bank violates our policy and triggers a review.
  
  On 12/8, we communicated this to ******************, and his account was reinstated with a warning.
  
  FanDuel considers this matter resolved.

• Initial Complaint

  Date:12/06/2023

  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 was gambling on FanDuel this morning I had an active bet which paid out and I have **** also in my account that they wont give me I keep reaching out to FanDuel via emails and the service representatives keep saying the samething . They said my account was suspended from fraud when I did nothing . They asked for my state ID a picture of my debit card and a picture of me with a piece of paper with todays date I sent them every and still nothing . I am owed **** dollars . I would really appreciate it if you can help out .

  Business Response

  Date: 12/14/2023

  To Whom It May ****************** write in response to *** ************************************* recent consumer complaint regarding Billing or Collection Issues (ID #*********. 
  
  On 12/05/2023, *** ************ 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 his identity.
  
  At our request, ************************** provided us with the requested documentation. After a careful review of the given material it was found the material provided was sufficient, and we could reactivate ************************** FanDuel account. 
  
  Please note, we do always kindly request the patience from our customers when their account is being reviewed, as our accounts team reviews the cases in the order that it is received.  ************************** reached out to our customer service team 50+ times which makes it difficult for our team to review any information that is submitted by the customer and prolongs our account teams review process. 
  
  As a result of the review , *** ************ account was reactivated, and he was notified of such in a follow-up email. Additionally, was provided with information on how to avoid this in the future along with a warning regarding the reason why the account was initially suspended. 
  
  As the account has been reactivated, suspended for the same reason, and reactivated again recently with another warning, FanDuel would consider this matter resolved.

• Initial Complaint

  Date:12/06/2023

  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 November 30th I did a withdrawal of $75 and $350 after winning a bet. I also placed other bets on my account ********. On December 1st my account was suspended due to some inconsistencies flagged by the system. I have uploaded and also sent the information requested on the email that was sent of the suspension. I have also contacted support and was told that the account team is has the account and no information was being shown to them. I have sent this information twice,once on the first and again on the third.

  Business Response

  Date: 12/14/2023

  To Whom It May ****************** write in response to *** ****************** recent consumer complaint regarding Billing or Collection Issues (ID #*********. 
  
  On 12/01/2023, ************** FanDuel account was suspended for concerns regarding inconsistent activity relating to deposit transactions.
  
  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 her identity.
  
  At our request, ************ provided us with the requested documentation on 12/08/2023. 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, along with the reason for the suspension in our account teams email. Additionally, was provided with information on how to avoid this in the future. 
  
  As the account has been reactivated for her use, and as she has continued her normal activity, FanDuel would consider this matter resolved.

• Initial Complaint

  Date:12/06/2023

  Type:Delivery 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 live close to the border of ********** and ************ so they say it's a geo location problem. My issue is the geolocation allows me into the machine so it's verified my location. Then less than 2 minutes later it's checking my location again and can't verify it, throwing me off, but ten seconds later presto im back where i need to be.then it raises the bet amount. When I reenter it raises the bet amount from the minimum to 5x that amount but not every time. If it were the case every time, fair. But that isn't the case. if I set a bet amount and leave a machine I can come back and my bet amount is where I left it. How is it they can't determine my location when I'm on the machine but immediately after i get tossed it allows me right back in? If you're saying I'm too close to the borer, and you're not sure if I'm in a legal spot to ******, then don't allow me to go into the game in the first place. Refuse to believe that a geo location gets confused from one minutes to the next. Have addressed this issue with customer numerous times when they offer the same room excuse every time never once offering me my money back. Or anything for that matter. I believe they're practicing dirty business ethics And I would like an apology.

  Business Response

  Date: 12/14/2023

  To Whom This May ****************** write in response to *** ******** recent consumer complaint regarding Delivery Issues ID #********.
  
  It is necessary for FanDuel to collect location data information in order to validate that you are located within the legal gaming area of the Commonwealth of ************ and to allow you to access the Services, play the games and place sports ******.
  
  After review, FanDuels third party location services provider could not pick up a consistent signal from *** ******** device due to a weak service connection. Being on a secure and stable WIFI connection is best.
  
  As a result, our Customer Support team provided multiple troubleshooting steps to ****************** on 12/5/2023. Since doing so ****************** has been able to pass geolocation and continued playing.
  
  As all information has been relayed to ****************** and his account has since resumed activity FanDuel considers this matter resolved.

• Initial Complaint

  Date:12/05/2023

  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.

  My bet id is ******* last night which was 12/4/23. I had a parlay of a 2nd half td by ******** & 3+ tds by ********. I won the 2nd half td but FD says ******** only had 1 td when he had 3 tds. The parlay DID NOT SPECIFY if it had to be *******, receiving or passing tds. He threw 2 touchdowns and ran for 1 touchdown. I was told by FD agents that the official stats doesnt say he had three touchdowns and FD goes by official stats which I have the screenshots of ******** getting 3 tds. I also watched the full game and to insult my intelligence like I dont know what a td is or what my parlay was is degrading. I have the screenshots of my parlay included and the conversation between these two FD agents that didnt help me. One just disconnected while she said she was looking into it and the second agent debated with me about ******* tds which wasnt my parlay then said it was bc the official stats ****** updated and says he only had 1 & thats why I lost. All bets are specific in nature and to argue with me over a parlay that is obvious was egregiously dishonest.

  Business Response

  Date: 12/06/2023

  To Whom It May ****************** write in response to *************************** recent consumer complaint regarding Advertising Issues (ID #*********. 
  
  We had the opportunity to review the wager placed by ****************** on 12/04/2023, relating to the Same game parlay placed for the Bengals @ Jaguars game. 
  
  The leg in question is for ***************************** To Score 3+ Touchdowns. As it is mentioned on the information graphic near the wager, when any customer places a wager for this market, it does explain in detail the following information: 
  
  The Touchdown Scorer is the player who carries or receives the ball in the endzone (not the ** who passes the ball). Defense selection does not include Special Teams. 
  
  ****************** was able to correctly select the leg pertaining to ***************************** Anytime 2nd Half TD Scorer correctly due to the 1 yard rush for Touchdown in the third quarter of the game. ***************************** would have needed 2 more ******* or receiving touchdowns for this wager to have settled as a win.  
  
  Based on the House Rules relating to this wager and as it is clearly explained to every customer attempting to place a wager on this market, the wager was settled correctly as a loss and FanDuel would consider this matter resolved.