Complaints

• Initial Complaint

  02/01/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Fanduel rigged every single game odds in order to steal money from other people.

  Business response

  02/04/2025

  We write in response to *** ****** recent consumer complaint regarding Refund or Exchange Issues ID #********.
  
  FanDuel is committed to a fair gaming experience and all odds are provided at our trader's discretion. It is ultimately up to the consumer whether to freely choose to make a wager based upon their own knowledge of the provided market.
  
  Our team is committed to providing the best customer experience. Our Customer Support Team has not received any contacts from *** ***** in regard to what has been presented. With that said, we encourage *** ***** to contact our Support Team as they are best equipped to resolve any concerns in real time.
  
  As our stance has been explained regarding this complaint, FanDuel considers this matter resolved.

• Initial Complaint

  02/01/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello,I keep getting junk mail from Fanduel for one Ms. ********* ******* at my **********. ******* has not lived here for 4 years! I am so sick of getting junk mail addressed to people who lived here before I did!Needless to say, Fanduels records are ridiculously outdated. They need to contact Ms. ******* for her new address. If they cant get a hold of her, its not my problem. I do not want her junk mail any more.Thanks BBB!

  Business response

  02/01/2025

  To Whom This May Concern,
  
  We write in response to ************ recent consumer complaint regarding Service Issues
  ID #********.
  
  After review, it does not appear *** ***** * has an account associated with FanDuel. However, based on the image provided, we have added the address provided to our physical mail removal list. We would advise to wait at least 30 days before this may take effect. 
  
  This can also be done by simply clicking the link below:
  
  *******************************************
  
  As all necessary information has been processed by FanDuel, we would consider this matter resolved.
  
  

• Initial Complaint

  01/31/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  FanDuel Suspended My Account After A Win Ive Provided Documents They Asked For *** Ive Heard Nothing Since This Is Not Fair And Should Be Unlawful Every Time I Contacts Support Say Account Team Will Reach Out Via Email And Stop Writing Emails Because It Will Not Help Or Make Situation Go Faster.

  Business response

  02/04/2025

  To Whom This May Concern,
  
  We 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 01/29/2025, FanDuel has 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 *** ****** since 02/01/2025 in attempt to get his account reactivated again. 
  
  As all further instructions have been relayed to *** ******* in regard to the information he needs to provide, FanDuel considers this matter resolved.

• Initial Complaint

  01/31/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was hacked and not only have I not been refunded the 978 dollars but fanduel has drug their feet to response and made it so I cant even reach back out on live chat support. I have two step verification on yet fanduel allowed someone to log into my account a dozen or more times. All I want is for this to be made right. I received a email from fanduel about the breach but theyve yet to do anything to reimburse or get me back into my account.

  Business response

  02/04/2025

  To Whom It May Concern,
  We write in response to *********************** recent consumer complaint regarding Service Issues (ID #*********.
  
  *** ****** reached out to FanDuel Customer Support on 1/31/25 to notify our team of possible unauthorized activity on his account due to him losing his phone. He believed his FanDuel account to be compromised, so FanDuel Customer Support suspended the account, for further review and to mitigate any further actions on the account. The case was then escalated to the Accounts Security Team for further review.
  
  Later that same day, a member of the Accounts Team reached out to *** ******* requesting verification documents and initiating a review of the reported unauthorized activity.
  
  Following a thorough review of his transaction history, deposit records, device logins, and linked geolocations, our investigation concluded that no unauthorized access had occurred. The findings indicate that the activity in question was authorized either by *** ****** himself, a relative or friend, or someone who had legitimate access to his device.
  
  As a result, *** ****** was informed that FanDuel would not be able to issue a refund or provide compensation, as no evidence of unauthorized account activity was found in alignment with his original claim.
  
  Furthermore, our records confirm that Multi-Factor Authentication (MFA) has been enabled on *** ******* FanDuel account since September 7, 2023, at 10:07 AM ET. Given that *** requires a secondary verification code for login, all account activity following this date was necessarily authorized by the account holder.
  
  The Accounts Security Team communicated these findings to *** ******* and his account was subsequently reactivated. We recommend that he update his password and continue using MFA to further safeguard his account against unauthorized access.
  
  Please keep in mind that further violations of false claims, extortion or repeated violations of our terms, will result in the temporary or permanent account closure of his FanDuel account.
  
  ******************** considers this matter resolved.

• Initial Complaint

  01/30/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  1/29/2025 Used the application to place a bet and they would not update or allow me to cash out on time they wait and wait until the last min then never give a person a chance to cash out once they know they have enough checks to at least make some money. They purposely hold it.

  Business response

  01/31/2025

  To Whom It May Concern,
  
  We write in response to ******* *****s recent consumer complaint regarding Repair Issues (ID # *********.
  
  It seems that *** ***** has not contacted FanDuel to report any issues since June 3rd, 2023. However, per the BBB complaint filed, *** ***** is unhappy with our Cash Out feature. 

  Cash out is not available on every kind of bet and may not be available at certain parts of the game. Examples include pitching changes, injuries, or in between some plays. Cash outs can be temporarily suspended when this happens. You also cannot cash out ****** used with a Bonus Bet.

  Per FanDuel Terms & Conditions Part A - Section 10 - Live Betting & Cash Out it states:
  
  10.3 : In addition to the rest of these terms relating to Live Betting (which apply equally to our Cash Out functionality), the rules relating to the Cash Out feature are further described here. Please note in particular that for a variety of reasons (including for example technical issues, human error, suspicions of fraud or other improprieties and/or other issues outside of our control), FanDuel Sportsbook cannot guarantee the availability at all times of the Cash Out functionality, even where the functionality has been advertised in connection with a particular event. Please be aware and accept, therefore, that unless Cash Out is available and successfully exercised in connection with a particular Bet, your initial Bet will, unless otherwise provided in accordance with these Terms, stand as originally placed.
  
  These terms can be reviewed here: ****************************************************************************
  
  Our House Rules state the following regarding Cash Out, Part B - General Rules Section 19- Cash Out
  Cash Out is a feature which is offered on various singles and multiples FanDuel Sportsbook bets. Cash Out allows you to amend your original bet and lock in a profit or a loss by settling your bet (or a portion of your bet) early, without having to wait for the event to finish.
  
  If you make a Cash Out request, you will be notified whether or not your request has been successful. Your request to Cash Out is not guaranteed to be accepted and may be unsuccessful if, for example, the market suspends or the odds move before your request has been processed.
  
  If your Cash Out request is successful, a success message will be shown, and your bet (or the relevant portion of your bet) will be settled immediately, and any winnings returned to your account equal to the amount shown on the Cash Out button. Note that this includes the original stake (or portion of your stake) and the total amount returned to your account will be the amount shown on the Cash Out button. For a full Cash Out, the bet is settled and any subsequent events will have no impact on the amount returned to your account.
  
  For a partial Cash Out, part of your bet is settled and any subsequent events will only impact on the portion of your bet which you have not Cashed Out.
  
  If your Cash Out request is unsuccessful, a message will be shown which gives the reason why and a new Cash Out offer may be offered to you.
  
  Cash Out requests made in-play may take longer to process because of the in-play bet delay.
  
  Cash Out is not currently available on all FanDuel Sportsbook markets - a Cash Out icon will be displayed for the markets that support Cash Out. See the Help page for more details on when Cash Out may not be available.
  
  FanDuel Sportsbook will not be liable for any losses that may arise from the cash out feature being unavailable for any reason.
  
  Using Cash Out may mean you will opt out of and no longer be eligible for a particular promotion. See the terms and conditions of the promotion for further details.
  
  FanDuel Sportsbook reserves the right to reverse the settlement of a Cash Out if the bet or a market is settled in error (for example, a human or technical error).
  
  If FanDuel Sportsbook resettles a bet, this may lead to amendments being made to a customer's balance to reflect changes in bet settlement. If an incorrect Cash Out offer is presented to a customer and then accepted due to a technical fault, FanDuel Sportsbook reserves the right to resettle the bet using the correct Cash Out offer.
  
  FanDuel Sportsbook reserves the right to suspend or disable the Cash Out feature at any time.
  
  You can view our House Rules here: ***************************************************************************************************
  
  *** ***** was prompted to accept our latest updated version of Terms & Conditions which he did on *****- 2024 at exactly 4:44 p.m. Therefore, we can reasonably assume that he read, understood and accepted these Terms.
  
  We have reached out to *** ***** via email to inform him of how our cash out feature works, FanDuel would consider this matter resolved.

• Initial Complaint

  01/30/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  New user promotion, and didnt receive my bonus bet funds as the promotion says . FALSE ADVERTISEMENT

  Business response

  01/31/2025

  To Whom It May Concern,
  
  We write in response to ***** ****** recent consumer complaint regarding Guarantee or Warranty Issues (ID # *********.
  
  1/29 - *** ***** contacted FanDuel customer support regarding our New User promotion, Bet $5, Get $200 in Bonus Bets if Your Bet Wins! *** ***** was upset that the promotional bonus had not been applied to her account.
  
  Our customer support agent informed *** ***** she was ineligible for the bonus as she did not meet the promotion requirements. Per the promotion Terms, your first wager must win in order to qualify for the new user bonus for this specific promotion.
  
  1/30 Once we received *** ****** BBB complaint, a senior member of our accounts team reached out to *** ***** via email to address her concerns at 10:19pm.
  
  We apologized to *** ***** for any inconvenience experienced and explained in detail why she did not qualify for the bonus bets in this promotion.
  
  Aside from the actual title of the promotion stating, If you Win, the How to Participate Section of this promotion states the following:
  
  How to Participate:
  Sign up for FanDuel Sportsbook and make a deposit of at least $5 (for a seamless experience, try using a debit card)
  Place your first cash wager of any type of at least $5
  Get your $200 in Sportsbook Bonus Bets only if your wager wins (within 72 hours of winning bet settlement )
  If your first cash wager loses, you will not be eligible for the $200 in Sportsbook Bonus Bets
  Bonus funds and profit boost tokens are ineligible for this promotion
  Cashed out ****** are ineligible for this promotion
  Limit of one promotional bonus per person
  Max bonus $200 in bonus bets
  
  Bonus Bets:
  Awarded bonus bets do not need to be used in one lump sum
  You can update the amount of bonus bets you want to wager in your betslip. The remaining bonus bet balance will still be available in your account
  More information on bonus bets found here
  
  The Terms & Conditions of the promotion, Section 5  Claiming Promotion Offer
  
  Upon satisfying the Promotion Requirements, if your wager wins and settles during the Promotion Period, you will receive Sportsbook Bonus Bets equal to Two Hundred Dollars ($200) (the Promotion Bonus). In the event that your eligible wager (satisfying the Wager Requirement) loses or does not settle during the Promotional Period, you will not receive any Promotion Bonus in respect of such wager.
  
  *** ***** was provided with screenshots and links to the promotion page that shows losing ****** are ineligible for a bonus. ***********************************************************************
  
  That said, we truly do care about our customers and their experience on our platform. Considering *** ***** is a new FanDuel customer and unaware of how the promotion worked, we applied $100 in sports book bonus bets to her FanDuel account as a courtesy.
  
  As we have not heard back from *** ****** we can reasonably assume she is satisfied with our outreach.
  
  Weve confirmed that *** ***** did not meet the promotion requirements and was not entitled to $200 in bonus bets. As a courtesy we extended an offer of $100 in sports book bonus bets, FanDuel would consider this matter resolved.

• Initial Complaint

  01/29/2025

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On Jan. ******* I was not able to withdraw my accumulated sports wager winnings. Despite multiple attempts to access my funds I encountered issues with the platform which remains inaccessible. I contacted Fan Duel's Customer Support to resolve this matter but I have not received any timeline for when the issue will be resolved. This lack of transparency and access to my account raises significant concerns about the security of my funds. As a licensed and regulated operator, FanDuel has a responsibility to provide consistent and fair access to customer account and winnings. This situation has caused unnecessary frustration and I am seeking immediate action to 1) Restore full access to my account 2) Allow me to withdraw my winnings without further delay 3) Provide an explanation for the account inaccessibility and 4) Assurance that similar issues will not occur in the future. I trust that Fan Duel will take this matter seriously and address it promptly.

  Business response

  01/30/2025

  To Whom It May Concern,
  
  We write in response to **** ********** recent consumer complaint regarding ******** Services Issues (ID #*********.
  
  On 01/26, FanDuel experienced a site wide outage in ** that occurred between approximately 3:30 and 8:30 pm. This affected all users in ** including **** **************************** issue was resolved at approximately 8:30 pm on 1/26. **** ********* has since been able to access her account and withdraw her funds. 
  
  FanDuel would consider this matter resolved. 

• Initial Complaint

  01/28/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My sportsbook account was suspended by Fanduel on 1/15. Fanduel asked me to send documents to verify, which I sent on the next day. A few days later Fanduel asked me some other question which I replied to. Another several days passed and Fanduel asked me to send my selfie AGAIN via email. There is a lot private information I shared with Fanduel but up until now I still receive no resolution from their team! I have almost $50,000 in the account and ******************** basically stole them!

  Business response

  02/01/2025

  To Whom It May Concern,
  
  We write in response to ****** **** recent consumer complaint regarding Refund or Exchange Issues (ID # *********.
  
  On January 15th, *** **** FanDuel account was suspended for security concerns regarding inconsistent activity.
  
  *** **** account was suspended out of an abundance of caution to ensure that all activity on the account was not being attempted by an unauthorized party. Here at FanDuel, we take the security of our customers accounts seriously.
  
  All actions taken on *** **** account were done in accordance with our Terms & Conditions.
  
  January 16th, *** *** contacted FanDuels **************** team regarding the suspension and 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 her identity and previous activity.
  
  *** *** provided the requested verification documents on January 17th.
  
  January 22nd, after a thorough review of the information submitted by *** **** our accounts team followed up via email to ask additional questions regarding her account activity.
  
  *** *** responded on January 23rd to which we had some additional follow up questions on January 24th. We asked that *** *** confirm the transactions on the account were being made with a payment method that is in her name and not by a third party. *** *** promptly replied.
  
  Between January 25th and January 28th, several emails were exchanged between the accounts security team and *** **** where they requested additional verification documents and questioned her recent account activity.

  January 29th, the accounts security team completed their review, immediately reactivated *** **** FanDuel account, and notified her via email.

  *** **** FanDuel account was reactivated, she regained access to her funds, and has continued to wager on our platform. FanDuel would consider this matter resolved.

• Initial Complaint

  01/28/2025

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I deposited money from my checking account into ******************** and was betting with it . I asked for a refund and finally got it after 8 days then after a few more bets and withdrawals they suspended my account. I cannot speak with a live representative nor are they responding to my emails. I want my money returned. They contend they are not accusing me of something but say certain actions must be looked at. Also they required Drivers license, Debit card , picture of me with the current date all with no action on there part.

  Business response

  01/30/2025

  To Whom It May Concern,
  
  We write in response to *** ******** recent consumer complaint regarding Refund Or Exchange Issues (ID #*********.
  
  On 01/26, *** ******** FanDuel account was suspended as we identified activity that required further review. *** ******* reached out to our customer support regarding the suspension on 1/26 and this was escalated to our accounts team for review. 
  
  As part of our standard review process we did request documents from *** ******* we needed to investigate the concerning activity. 
  
  On 1/30, we did request additional information from *** ******* which has not been provided yet. Once provided we can resume the review of his account. 
  
  We hope to receive this soon so we may complete the review. 

  Customer response

  01/31/2025

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

  Customer response

  02/11/2025

  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. Dear sirs, you filed a complaint on my behalf # ID ******** with the business FanDuel. They have returned my money to my satisfaction. Thankyou for your time and quality response in this concerning event for me. Sincerely *********** *******
  
  Sincerely,
  
  ***** *******  
  
  
   
  
  

• Initial Complaint

  01/28/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My account was suspended by Fanduel on 1/17/2025. There was about $30,000 in the account when it was suspended. Fanduel asked me to upload IDs, selfies, bank statement etc which I provided all. The support then accused me sharing device with my wife which I clarified in the email as well. Then the support started to make unreasonable request like providing an email that is associated with my real name. What kind of request is that?? Is there a requirement for using your real name to create the email? The email I used to communicate with Fanduel is the email I used to registere my Fanduel account. Why is there such a reasonably request from the support team??

  Business response

  01/30/2025

  We 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 1/15/2025, FanDuel had temporarily restricted *** **** account due to some inconsistencies flagged by our system.
  
  After review, FanDuel requested clarification from *** *** on the inconsistency. He provided all required information and was provided a warning regarding device sharing. His account was then reactivated on 1/29/25.
  
  As all information has been relayed to *** *** we consider this matter resolved.

*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. ↩