FanDuel Inc.

This user registered an account in and upon their first deposit, received a deposit bonus which has since been fully released.As detailed in our advertisements, our deposit match bonus promo codes are only valid for a new user's first-time deposit on FanDuelThis is because they are provided
by our partners and we then pay those partners for each new user.Thus, we will be unable to extend this user a second promotional code for these recent deposits

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
It takes skill to have your money thrown away by a scam? Nobody is going to win any money from you guys....Hope everyone realizes this before you rip people off of their hard earned money If a computer can generate a better lineup than me I'd have nothing to do with itHonestly, your advertising stinks, you should be more up front....if it was easy to win, than everyone would..as someone who has played season fantasy before & won....I was expecting a lot more success than what I had on your site I did win some money on your site, but $or so from the amount in the complaint is stupidly ridiculous I have better things to throw away my money on
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Revdex.com:
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 resolvedIn addition I would like to add that not only will I return to this business as in hindsight there was oversight and negligence on my part; I will recommend them to others for that fast resolution in the matterI leave here a satisfied customer and a believer in the Revdex.com
Sincerely,
*** ***

FanDuel response to complaint #***:
FanDuel is a daily fantasy sports website which offers players
(users) a platform to challenge other users to daily fantasy contestsUsers deposit their own money, enter contests, and either withdraw winnings or re-enter those winnings into future contests Our terms of use are clear as we do not tolerate multi-accounting and fraud We employ a fraud detection and investigation team to counter these types of inappropriate behaviors on our site
The user who raised this complaint was a multi-accounter, deposited funds, created multiple accounts, lost his funds, and then contacted our support team to attempt to reclaim some of the lost moneyPlease note that we deal with these situations daily and always take appropriate actions as per our Terms of Use policy As per the complaint, the user spoke with one of our support agents who recognized the multiple accounts and denied any refund attempt as to uphold our Terms of Use This was handled correctly and appropriately by our support agentWhile we empathize with the users current personal situation, we enforce these policies to ensure integrity in our product and protection of the FanDuel community
Our version of the events:
This user created multiple accountsThe first account was created back in
When we found the multiple accounts, we immediately deactivated them (our action logs for the multiple accounts suggest that this user created these accounts all from the same IP address/device)
Upon deactivation, the user contacted our support team with the roommate/hard times story
The user requested a refund claiming that his roommate stole his money from his FanDuel account, but also that he has fallen on hard times, and he wanted us to refund money despite giving us any specific informationAt first he claims it was "$40-$50", then later in the complaint requests $
Our support agent denied the refund request as this falls into a multi-accounting/fraudulent account situation based on the account activity
We determined that this one user was responsible for all the accounts, the funds in his main account, his login information, etcFanDuel is not at fault anywhere in this instance
As a compromise, we allowed the user to reactivate his main account while still denying any refund Normally we could potentially ban this type of user from the site depending on the situation.
User submits this complaint to the Revdex.com
A few things to consider about the complaint:
aThe user first claims he was playing daily fantasy, became ill, left school and moved back homeIf his ex-roommate used his account, our logs would show different IP addressesThey don't
bAll accounts registered were created and active from the same IP Address (this would be impossible based on the roommate story considering the user claims that he moved home)
cIn the middle of the complaint, the user admits "I would not have brought this complaint to fruition if it weren't for the hard times I'm experiencingI'm still very ill living with my single mother who just quit her job as a teacher to go to school to become a nurse to further take care of me and increase income for us to survive in this rough economyThough the money taken from my account may have amounted to around $or so, I just came from the doctor and don't even have enough money to pick up my prescriptionsI'm unable to work, go to school or provide for myself and the only thing I had hinging on me is my knowledge of sportsMy mother was even gracious enough to give me $on my new account to play with in hopes that I may be able to win enough to pay for some bills."
Did we address this users concerns?:
The resolution here for the user was to allow him to continue to play on our site despite creating multiple accounts and violating our terms This was our way of trying to satisfy a user while still protecting our community The complaint (and his account) provide no evidence that his account was compromisedHis complaint from beginning to end contradicts itself as described in the points above We feel we handled this issue correctly, as per our terms, and while continuing to protect the FanDuel community Our message to all users is to ensure their login information is secure, not shared with others, and continually changed (password)

*** ***,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 $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 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*SrDirector Customer Support & StrategyFanDuel

This user registered multiple accounts which is a violation of our terms of useWe attempted to contact the user to ask for verification and received no response. Thus, we followed our protocol which is to deactivate one of the additional accounts until only one remains. This user is
still able to compete for prizes on their primary account, which remains active

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
Dear Revdex.com,I reject Jason F* and FanDuel’s response.As stated in many previous communications with FanDuel, FanDuel and Jason still continue to refuse to specifically answer my questions and/or provide valid and reasonable counterpoints. I am not surprised by this as not only does that seem to be their standard practice but also, they clearly do not have any valid and reasonable counterpoints, otherwise they would provide them, especially with all the opportunities provided to them by myself and Revdex.com. Clearly, they do not think the Revdex.com or myself are worthy of them taking my complaint serious and actually responding appropriately.I do appreciate that they do continue to acknowledge that they are quite capable of providing my money and do not need a SSN to do so. Also, by way of their response it is clear that they received my last communication through Revdex.com where I laid out the terms applicable to them if I ever were to provide them my SSN. As such, if they accept my SSN number at this time they are held to those terms.Also, it is disappointing that I asked a simple question about what the specific next steps I would need to take to initiate binding arbitration, which would be the next step per their own terms, and they would not even bother to answer that. It seemed clear from their responses that they were not willing to participate in good faith negotiations, and their latest response confirms that. I reiterate my request for detailed specific steps and contacts for me to initiate binding arbitration per their terms, and as they are the party not negotiating in good faith and made that step part of the terms, I request they reimburse me for any and all expenses to file for the binding arbitration.If FanDuel cares to negotiate in good faith, I am agreeable to me withdrawing my own money as I want when I want without providing a SSN. I’m also agreeable to take all my money out and closing my account and even forfeiting my bonus points (another example of me adding this provision as I continue to negotiate in good faith and not simply reiterate the same thing) as long as my pending bonus dollars are paid out.On a related matter, I’ve even reached out to FanDuel via chat and again by email as suggested by online chat on a different matter as well as how to file binding arbitration. Despite promises a supervisor would reach out to me on these matters it has not happened. The chat support seems to have been instructed to disconnect me if I reach out to them on any matter. This is certainly not the actions of a Company acting in good faith. The steps of how to initiate binding arbitration under their own terms seems like something support should be trained on and be able to provide unless they have been instructed not to be cooperative and delay the process intentionally.Thank you for your time and consideration. I understand it is difficult for Revdex.com to do anything in these matters if a Company like FanDuel doesn’t respect the Revdex.com or its customers at all. Hopefully, if nothing else is gaining insights on what kind of business FanDuel is and how they choose to operate, and Revdex.com can have that appropriately reflected in your depiction of the company and its grading
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Case # *** received a full refund on their *** deposit totaling $2,on October ***, which was within hours of their request

As mentioned previously, this user was unwillingly to complete the steps asked of the new mandatory verification process we have implemented, and we have thus gone ahead and allowed them to withdraw their remaining balance as well as closed their account as requested

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# 11386040, and have determined that my complaint has NOT been resolved because:
[Your Answer Here]
The complaint hasn't been resolved yet because I have yet to receive all of my refund I so far have received $dollars via ***They told me they will refund the rest sent to me by mail address, but they could be lyingIf they really wanted to resolve the situation why not refund all my money via ***? I also am not sure if I will be refunded my full $I was just told $Nowhere in the contract do I see you must take a picture of your credit card and a unexpired ID to get your account reinstated after being suspendedThey treat their loyal customers for years like crap!
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** Desverney

To whom it may concern, We write in response to *** ***s recent consumer complaint regarding product issues at FanDuelWe have reviewed *** ***s account and confirmed that he entered two one day NBA contests totaling $in entry fees on Monday 3/*/17. Each of *** ***s entries
featured two players from the postponed Trail Blazers- Timberwolves game. Players selected from this postponed game received zero points. FanDuel’s rules regarding players selected from postponed games are as follows (found here: ***): For one day MLB, NBA, NHL and Soccer contests, if the postponed game is played on the same day then you will receive points for your players in those games as normalIf a game is postponed to a later date or called off for any reason, any players you have selected for that game will receive zero pointsInformation speculating that this game would be postponed was first reported by the media publicly via Twitter and other news outlets prior to FanDuel contests beginning and lineups locking at 7:PM on Monday night 3/*/17. There were also a total of NBA games scheduled to take place on Monday 3/*/17, and as such it is not out of the ordinary that *** ***s opponents for the evening did not select a player from the postponed gameWith that being said, FanDuel realizes that a rare postponed NBA game can be a frustrating experience for many of our users. As such, *** *** was provided with $worth of FanDuel points as a courtesy credit after he contacted FanDuel’s Customer Support team. FanDuel points can be used to enter future FanDuel contests. Further, FanDuel sent an exclusive free contest with $10K in prizes to all users (including *** ***) who were negatively affected by the postponed game. In summary, FanDuel’s rules confirm that *** ***s selected players from the 3/*/postponed NBA game correctly received zero points. FanDuel is sorry to hear that the courtesy credits offered have not been deemed an acceptable resolution and as such, the team is currently assisting *** *** with receiving a check for the remaining funds in his FanDuel account. Regards, Jason F* SrDirector Customer Support & Strategy FanDuel

Revdex.com:
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,
*** ***

As we have explained to this user through our support desk, we were able to further look into this withdrawal and verified that it was completed to the *** account they entered for withdrawal on November ***. Now that funds have completed to *** and are successfully in that account, we
no longer have control of those fundsIf this user is still having trouble finding these funds on the account, we would recommend reaching out to *** support for more information: ***

The initial deposit of $made by this user on 9/**/has been fully refunded as requested here and the FanDuel account has been permanently deactivated.Our advertisements promote a deposit bonus match upon sign upAs 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 themIf 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

To whom it may concern,We write in reply to your recent consumer complaint regarding refund or exchange issues. After reviewing your account and your recent correspondence with FanDuel's Customer Support team, it appears that your issue has been resolved and your funds are now available in
your FanDuel account for immediate use or withdrawal We apologize for any inconvenience experienced during the withdrawal process and we welcome you to reach out to FanDuel's Customer Support team with further questions or concerns.Regards,Jason F*SrDirector Customer Support & StrategyFanDuel

This user has been contacted by our prize coordinator, and he has received the appropriate prizes associated with the places he finished as promised

We were able to find the entry this user is referring to, which was credited to their account for free as part of a promotion we were running. However, this user now lives in an ineligible state, which means they are not able to compete in any contests on FanDuel.Thus, while this is certainly
an unfortunate situation, we had to cancel this free entry for the user and will not be providing any refund for this entry, as no funds were removed from their account to pay for the entry

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
In my communications with FanDuel, they have repeatedly told me that it is their intention to keep my money, and they refuse to return it, despite the circumstancesSo, of course they will state the same thing now, while alterting all the information in their favorWith that said, of course they also fail to leave out many key details and pieces of information that are relevant to the caseI emailed them immediately upon finding out that I was entered in this contestI was trying to access their live chat and other services prior, but they shut down their customer service support at 8:P.MEST, so I was unable to get in contact with them sooner, despite my attemptsWhen I finally did, I had to settle for contacting them by email, although I did not think it would be seen until the following dayWhen FanDuel states, "first contacted us regarding this matter at 8:PM ET." This is a statementI emailed them shortly after 8:P.M., just after they shut down their customer support, and the email records indicate it was received and responded to at 8:P.M., so I am unsure of why they choose to not be honest in the timeBy all accounts and correspondence, FanDuel is proving to be a corporation that is full of greed and looking to take advantage of the very costumers that make their business profitableBy my calculations, I have contributed, since 2013, over $50,in pure profit of comissions to the site, and for them to take my money over a technical error is quite frankly just sad and disgusting on their partLike I let FanDuel know at the time of the incident, upon seeing my account balance was nearly completely wiped out, I was having a panic attack and anxiety attackI let them know that I was having shortness of breath, lightheadness, dizziness, and I was also unable to think clearly at the timeFor them to pinpoint specific language in an email that I sent when I was in the midst of an anxiety attack is just wrong on their partI made the situation very clear to them from the beginningI used their mobile app, and this contest was somehow entered, whether it be by an error or technical glitch on the end end of the app, and I was unaware of being in the contestThis shows, as they fail to mention, that I had never opened up their mobile application or website from that time on, which only further proves that I did not know I was in this contestLike I told them as well, there was bad weather throughout the day, and I had a loss of internet servicesWhen I regained internet services later that evening, is the next time I opened their app, the first since being entered somehow into this contestI had only opened the app in the hopes of playing some of the 10:P.Mbaseball games, and this is when I became aware that I had no account balanceThis is when the panic/anxiety attack began, and this is when I emailed FanDuel immediately in the midst of this attack to let them know that I was mistakenly placed into this contest, and I wanted to be credited immediatelyThey believe it is morally right to keep my moneyWhat FanDuel fails to mention as well, is that I did not contact them after the "game" was over, and then attempt to gain a refund upon losing a contestThe baseball games had barely begun, and the score of the contest was irrelevant, win or loss, I wanted out of this contest, as I had no intention of being in such contestThey do fail to mention that I emailed them shortly after 8:P.M., and in doing so, the majority of the contest had not yet started, as it was set to begin with a set of games at 8:P.M., and the two remaining games were at 10:P.MI made them aware of this nearly hours before the majority of the contests had even started, which further demonstrates that this was truly an error/glitch in the system, and I was unconcerned with the outcome/or potential outcome of the event.FanDuel has no right to keep my money, when I have outlined all the circumstances of the eventThey should not be such a greedy company that they think it is worth it to keep my money that will be detrimental to my long-term health$5,is not a small amount of money, and they think it is apparently no big deal to them, as they think they have some right of moral and ethical right to keep my moneyThis money must be refunded for all the stated reasons, as I gave them every justifiable reason and explanation of this error in the mobile app, and the fact that I had no intention to play in this game
Sincerely,
*** ***

To whom it may concern, As previously stated *** *** account shall remain deactivated and does not contain any funds. Regards,*** ***SrDirector Customer support & StrategyFanDuel

Revdex.com:
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,
*** ***