FanDuel Inc.

We feel that we have done everything we can to give this user a satisfactory result, which includes offering them a $15 credit in FanDuel Points on the entries that were impacted by this player being inactive. This user rejected this offer, and there is nothing further we can do on our end. We...

try to ensure that all players with significant injuries are designated as injured in our player pool to alert our users. However, especially in the NBA, there are many cases where a player will be a late scratch due to illness or a very minor injury, and there is little chance that we'll have an indicator up in time for that contest. In this case, Andrew Wiggins wasn't announced out until 7:30 PM ET, which was after contests began and lineups locked. Prior to lineups locking, the news on our site (and outside sources) was up to date and correct. That said, a large part of what makes FanDuel legal and qualifies us as a game of skill is the research involved in selecting your team. While FanDuel offers the platform in which users can play daily fantasy sports, we leave it up to the user to do the research and choose the players they think will give them the best chance of winning. When users have real money on the line on a nightly basis, we're confident its best for them to have full control over the players they choose.

As per our support page here https://www.fanduel.com/support, we explain the process of what happens in the event a H2H does not get matched at game start.  Whether public or private, the system will attempt to randomly match an unmatched entry at game start.  It's up to the user to...

cancel their unmatched entries before game start if they do not wish to be paired up with a random user. Also per our rules page here https://www.fanduel.com/rules, we do not allow users to cancel matched H2H entries.  Despite the complaint here, we went ahead and refunded the user the $25 he mentioned in the complaint for being randomly matched with an unwanted user.  We did this as a "courtesy" because our rules clearly state that we do not allow H2H cancellations.Our system is built in a way that allows us to refund a users entry without affecting the their opponents game experience. So when a user complains for any reason, our customer service team can offer the refund and satisfy the issue.  This is exactly what FanDuel CS did here.  However, since our system is built as a way to allow the opponents in this case continue to enjoy their experience, we do not cancel the entire contest.  That's not fair to the opponent, so we simply take ownership of the entry from the complaining user.There is nothing shady about how we operate or how our system works. The H2H entry part of the system and the lobby matching at game start has been the same for over 5 years and has gone relatively unchanged.  Most users are aware that they need to cancel unmatched entries if they don't want to be randomly matched.  If they're unaware, we take care of them through customer service which we did in this case.We satisfied this user with his entry fee refunded minutes after he complained.  Since he chose not to play out the contest and collect his refund, he's not then entitled to any winnings.  Rules on how we deal with unmatched H2H are clearly marked on site.We also added $20 worth of FDP to his account which he can redeem entries as cash.  We consider this complaint to now be closed.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
 
Well 1st off I deposited about 290 in playing. I have gone above and beyond my part of the agreement. The commercial and the actual wording in the commercial is "if you deposit 200 fanduel will match up to 200." the wording wasnt if you deposit 200 and jump thru all our hoops and side ** then you get your matched. I will be more then happy to forward you my back and forth with Fanduel and how they say we just cant give you your pending when the amount of pending is still in my account. Took a pic of it on my phone this morning. Plus I do look to go public with this issue also. because all Fanduel dancing around is just making me more angry and angrier? all they have to do is honor there word and if they wont I will make them answer for not honoring their word? Thanks [redacted]s  [redacted]
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
 When you here a radio ad on sirius that says nothing about first time users or depositors that is false advertising. They say "deposit now and receive a match bonus of up to $200". It says nothing about new users only. I heard it multiple times. I know I received a bonus in 2011 when I first deposited. I am not disputing that. I am disputing your advertisements claiming I would get 100% bonus up to $200, there is nothing in the ad that said anything about new users. I am sure I am not the only one who is complaining about this. I refuse to close this case until action is taken. 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]...

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]...

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved. Although it wasn't until after I told them I opened a complaint with the Revdex.com that they compensated me. Their first response was to send me an email stating they would do nothing.  
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I believe if that if there is evidence indicating that the integrity of FanDuel's contest(s) is found in this investigation.  I should be issued a full refund.  
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

[redacted],
rgb(34, 34, 34); background-color: rgb(255, 255, 255); font-size: 12.8px; font-family: arial, sans-serif;">We write in response to your recent complaint regarding your suspended account and the service you have received from FanDuel's Customer Support team.  
After reviewing your account with FanDuel's Accounts team, I have confirmed that your primary account has been reopened as you have requested.  The $50 you deposited on your second account has been refunded back to your original method of payment and your second account remains disabled permanently .  
For future reference, please refer to the following regarding the use and operation of multiple accounts at FanDuel: 
According to Section 4.1 of FanDuel's Terms of Use, "[y]ou may establish, maintain, use and control only one account on the Service." In addition, the Terms provide that "In the event FanDuel determines that you have opened, maintained, used or controlled more than one account, in addition to any other rights that FanDuel may have, FanDuel reserves the right to suspend or terminate any or all of your accounts and terminate, withhold or revoke the awarding of any prizes."
With regards to the service you have received, we apologize if FanDuel's Customer Support team communicated unrealistic expectations for when to expect a reply from the Accounts team.  As questions related to suspended accounts are specific to each user and can involve quite a bit of research, our Accounts team may take up to a few days to reply to customer inquiries.  In this case, your response was also delayed by the holiday weekend.  
If you have remaining questions or concerns regarding your FanDuel account, a Customer Support Manager at FanDuel will be happy to give you a call at your convenience.  Please reply with your phone number and the best time to reach you if this is the case.
Regards,
 
Jason F[redacted]
Sr. Director Customer Support & Strategy
FanDuel

We applied for an extension with the IRS which allowed us to send out all 1099 tax forms by March [redacted].
As mentioned by this user, he received the form by the required date, and there was thus no wrongdoing on our end.
Further, users are able to calculate an estimate of their net...

earnings as they have access to their entry and winning history as well as transaction history. The full details regarding the necessity of taxes are detailed on our website in our Terms of Service and FAQs.Ultimately, the filing of earnings are the responsibility of the user, and we are under no obligation to pay tax fees for individuals.
That being said, we will not be providing the user with any type of credit.

Case # [redacted] received a $60 deposit bonus in their pending bonus account upon their first deposit of $100 as advertised. Our advertisements promote a deposit bonus match upon sign up. As standard with all daily fantasy sports gaming sites, any bonus...

received on deposit starts in a "Pending" bonus status.  The player will accumulate these bonus funds as they enter paid contests.  However, we explicitly describe how pending bonus works on our deposit page and in the deposit page FAQ in which users can decide then if the promotion is right for them. If not, they can simply choose to not deposit.  We also flash a deposit success page that offers information regarding pending bonus and its available in our main support FAQ's.  The terms of the pending bonus, how it works, its rate of release, etc., are all described to the user before depositing.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:  I have settled this issue with Fan Duel, however, I strongly disagree with their answer after the first sentence.   Fan Duel in no way explained to me how the bonus would be disbursed before money was deposited.
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

This user received their free entry into the described contest, as promised within the timeframe that was described in the promotional email they received.We are constantly sending promotional emails to our users, and always ensure that we credit the users within the promised timeframe....

 If a user ever feels they have not received what was promised, they are always free to contact our customer support team, which is available 6am-2am daily.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
 When you here a radio ad on sirius that says nothing about first time users or depositors that is false advertising. They say "deposit now and receive a match bonus of up to $200". It says nothing about new users only. I heard it multiple times. I know I received a bonus in 2011 when I first deposited. I am not disputing that. I am disputing your advertisements claiming I would get 100% bonus up to $200, there is nothing in the ad that said anything about new users. I am sure I am not the only one who is complaining about this. I refuse to close this case until action is taken. 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]
  I was told a refund is comingi will close this as soon as I get my refundor we can close it now as I'm sure the refund will comethanks for all your help The Revdex.com is a true professional group of people thanks[redacted]

This user contacted us on May [redacted] informing us that they had submitted a complaint. We immediately worked with this user and provided them with an explanation to each question or complaint he had. At the conclusion of our conversation, the user stated that he was satisfied...

with the way the conversation went, and said he would be canceling the complaint he had submitted.Additionally, this user was credited with $20 worth of loyalty points as a courtesy for their loyalty to FanDuel.

Review: hey this morning I have recently been using this site called FanDuel which is a fantasy baseball real money site and have come across numerous things that they are doing that are not giving people a fair and fun way to be able to gamble their money I recently spoke to the customer service and the answers I received were so far from the truth that all they keep doing is giving me the runaround on the way things it is very hard to explain to you through text what is exactly happened but they have set up games that is no way to be able to do the research you need to do to be able to have a fair opportunity this place needs to be shut down it is feeding off the weak and there is absolutely no way for anybody to have a fair opportunity to win with the way they have it set up just so you know I'm not asking gambling general I have only lost 200 over the last for 5 months and only be 10 here and there but I believe that all these sites that are popping up with these fantasy baseball sports need to be monitored on an extreme level there is some serious leaving and people taking advantage of people not knowing that these loopholes existDesired Settlement: DesiredSettlementID: Refund

I want to speak with the people that are in charge of this site explain to them how much frustration and anxiety experienced over the customer service with a vice and the run around and lies lies lies I don't want money back I just want this situation to be highlighted and want answers on why I was lied to so about certain things

Business

Response:

This user contacted us on May [redacted] informing us that they had submitted a complaint. We immediately worked with this user and provided them with an explanation to each question or complaint he had. At the conclusion of our conversation, the user stated that he was satisfied with the way the conversation went, and said he would be canceling the complaint he had submitted.Additionally, this user was credited with $20 worth of loyalty points as a courtesy for their loyalty to FanDuel.

Review: when signing up for fanduel.com , their advertisement claims to match any deposit up to $200 dollars. then when you want to retrieve the cash that they match they will not allow you to. In the ad on the radio , airing on [redacted] radio , it never states that the money will be entered into your account based on the amount of money you have spent. I asked for the bonus cash after spending the original $25 and was denied the bonus of $25 at that point. They stated that the sign up on the website clearly states how it will be distributed but it did not. It is under a separate tab and not in the same area as the sign up, not to mention it being completely left out of the radio advertisement completely!

I expressed I felt tricked ad that I should be entitled to my money and that I wasn't informed of the policy.

this is was unfair and I felt it was a trick for the customer to spend more money just to gain the so called bonus. If they are willing to match it should be available to me at anytime I choose to use it but it is not explained nor is it the case

sincerely,

[redacted]Desired Settlement: Be able to gain my cash match without having to spend 25 dollars per one dollar transferred from my bonus to applicable spending cash as their policy was explained through email .

Business

Response:

This customer registered for FanDuel on April [redacted], and made a $25 deposit while using a special promo code. The customer received a 100% matching pending deposit bonus, as advertised on our deposit screen.After registration, this customer used the deposited funds along with funds that were released from his bonus account to play in paid games. Some of these games resulted winnings, which have since been withdrawn. Thus, this customer is ineligible for our money-back guarantee program. The money-back guarantee program is only available to customers who lose their first contest on FanDuel as described on our website.Additionally, the customer contacted our support department with his complaint on May [redacted] in which we offered the complete details on how our pending bonus program works. We also generously credited his account with loyalty points, which have since been used to enter into more paid games.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

The fact that they deposited bonus loyalty points into my account when I clearly stated I do not want them I would rather have my Bonus money should not be relevant to the point at hand .. They did that on their own fruition. The point being that their advertisement never states how the bonus money is deposited and is not clearly stated when entering your credit card information and joining fan duel . It is not publicly stated by the radio nor TV ads. It is hidden plain and and simple .

They are using a catchy gimmick or trick to have people add and spend lists of money while only giving back minimal amount of your bonus money that they say is matched. It is never actually available and always in the control of fan duel . It is a scam ...

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

Sincerely,

Business

Response:

We feel that we have done everything we can to give this user a satisfactory result, which includes crediting their account with loyalty points. This user is not eligible for the money-back guarantee, and there is nothing further we can offer on our end.We do our best to inform users of how the deposit bonus system works by posting a message on the first-time deposit screen that reads ‘Your deposit bonus unlocks over time. Read more about how it works.’ Additionally, we provide the details of how the bonus system works in our Support ‘FAQ’ page. However, the way in which our bonus is released is the industry standard, and the system is in place to reward loyal users who continuously play on the site. The more users play, the quicker the funds will be released into their accounts.

Review: Company promised a matched bonus for depositing funds. I did and they didn't match due to 'fraud protection.'Desired Settlement: I would like my initial deposit returned. They gave me the impression as long as I played my full deposit I would receive a match. That never happened. They are now asking me to deposit more money to receive it. I would like a refund and to never use this website again.

Consumer

Response:

At this time, I have not been contacted by Fan Duel regarding complaint ID [redacted].

Sincerely,

Business

Response:

Response to complaint:

On **/**/13, [redacted] contacted our support team via

Live chat with a complaint about our deposit bonus structure. FanDuel is

a daily fantasy sports company in which customers deposit funds and play cash

games onsite. We offer a deposit bonus structure in which we promote a deposit

bonus in our marketing campaign to draw in new customers. When that

customer deposits, we credit the bonus to a "pending" bonus account.

We do this mainly to protect our business and player community from fraud and

disabling the ability to deposit and immediately withdraw funds. How it

works is as the customer enters and complete's paid contests (win or lose), a

small percentage of the bonus is credited to the real money account in which it

can then be used to enter more contests, withdraw, etc. This customer is upset

about the rate at which the bonus is credited. This structure is inline with

industry standards. Also, we offer an explanation about deposit bonuses

and how they work on our deposit funds page before a deposit is made. We

also offer customers to register their account for free at first so they can

log in and take a spin around the site, read the rules, talk to support, etc.,

before deciding to deposit any money. We also offer a full on Terms of

Use policy upon registration which every users agrees to have read.

Below is the one and only contact made to our support team

via Live Support Chat:

As you can see, there is no request for a full refund.

This customer deposited $**0 on **/**/13 and immediately spent the funds

on site. On **/**/13, he received his first credit of his deposit bonus of

$4.00 and spent it. On **/**/13, he made this complaint via chat above

and the Revdex.com. On 11/*/13, he deposited $** more. On 11/**/13, he responded

to the Revdex.com to update that his complaint has not been responded to. On 11/**/13,

he deposited $**0 more.

This customer made a complaint, never contact support

specifically for the refund and continued to deposit funds, enter contests, and

collect winnings. Under our rules, a refund here would not likely be

given considering the nature of our business. However, in the name of good

service, had the customer properly requested a refund by contacting our support

team when he first deposited, we would refunded his money.

Going forward, the customer now has $205 in his FanDuel

account. He may log in any time and withdraw his funds if he is unhappy. I

will also be contacting the user personally to see if we can resolve this.

--

Customer Support Manager

__________________________

FanDuel Customer Support Team

Review: Fan Duel advertises how they match your initial deposit when joining their site. That is totally false . They dribble credits to your account every time you enter a contest. In my case I deposited $25. I lost my initial deposit and over a 10 week period I received $2.20 of what they promised to match. My account with them shows a "pending bonus" of $22.40.

The only way to receive my "pending bonus" is to continue to play. To do that I would have to deposit more money.

Their advertisement on TV and radio simply states " We will match your initial deposit up to $200. ", which is false.

The only thing Fan Duel will do for me is credit my account $5 which would allow me to continue to play but it does not fulfill there promise to match my deposit. The way I see it they still fall $17.60 short of what they promised.

Their advertisement is totally misleading and should be changed.Desired Settlement: I would like to receive the money or credit they promised, either with a refund or playing credit.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,