FanDuel Inc.

The initial deposit of $25 made by this user on 11/**/14 has been fully refunded as requested here and the FanDuel account has been permanently deactivated.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.

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:It appears Jason is merely following the standard Fanduel scripted response to everyone for everything and has completely failed to address any of my specific questions/points.  He didn’t even try to answer a single one:·       Jason fails to provide any legal reason to withhold my money and to require a SSN in my specific case. ·       Jason fails to explain how my SSN is required as part of the so-called “verification” process when it wasn’t asked for in the establishment of the account, and they do not have a SSN on file to which to compare it. ·       Jason does not address my question of why they allow people to start accounts without providing as SSN if that is going to be required to withdraw any money. ·       Jason fails to address the hypocrisy of saying I can withdrawal all of my money regardless of the amount without a SSN, but to withdraw $0.01 I need to provide a SSN. ·       Jason fails to address the point that Fanduel seems very eager to allow me to withdraw all my money without a SSN so my pending bonus goes away. As Jason has failed to properly address any of my points or even attempt to provide any new specific explanations, I reject Fanduel’s/Jason’s response.  Jason providing just a standard boiler plate response as Director of Customer Service is very disappointing.  I would think Jason would want to personally address my issues with specific information and address my individual needs.  Also, it is very disappointing that apparently Jason has instructed all of his agents to ignore any of my customer service needs and not talk to me even on items completely unrelated to this complaint.As Bruce T[redacted] said quite eloquently, "Your customers don’t live in spreadsheets; you need to go out and talk to them to understand who they are as people. That is, of course, unless each of your customers is really a 55% female with 2.3 kids who is 48% from a suburb and is 11% Hispanic."
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Our initial promotional email containing this offer was sent at 9:02AM EST on 10/** and clearly stated that any user taking advantage of this offer would receive a refund of $25 on an entry that did not finish in a paying position.We then sent out a clarification email at 11:16AM EST on...

10/** to further convey the message to our users that they would only receive a refund of one $25 entry that did not finish in a paying position.While we feel that we did everything possible to avoid confusion for our users, we hate to hear that any loyal user is upset with our service.  Thus, we provided this user with a $50 credit in FanDuel Points in addition to the $25 credit he received for taking part in this promotion for a total credit of $75.  We will be unable to provide the user with any additional credit related to this promotion.

This user has been provided a full explanation on how FDP are calculated, and has been informed that his FDP balance is fully accurate. To provide some context, FDP are FanDuel Points, and they are FanDuel's loyalty program...

that rewards users who consistently play our site. Users receive these FDP points every game they play, win or lose. These FDP are credited to users accounts at a rate of 10 FDP for each $1 entered. Thus, since this user has entered $147 worth of contests, his FDP balance is accurately showing as 1,470 ($147 x 10 FDP).

The deposit matching is 100% false advertising. Their marketing gives everyone who signs up they would be matched on day 1. They give you a few cents at a time. They should not be able to claim they are matching your deposit in their marketing because you would spend thousands before you see that match.

To whom it may concern,We write in response to [redacted]'s consumer complaint regarding service issues at FanDuel.We have reviewed [redacted]'s account and confirmed that his desired settlement of payment for the remaining funds in his account has reached.  The Loss Prevention team at FanDuel...

has communicated to [redacted] that his funds have been sent via PayPal to the email address: [redacted] and should be received within 24-48 hours.  It has also been communicated to [redacted] that his FanDuel account will not be reactivated.[redacted] can reach out to [redacted] with any further questions and our team will be glad to assist him.Sincerely,  Jason F[redacted] Sr. Director, Customer Support & Strategy FanDuel

The initial deposit of $35 made by this user on 9/**/14 was fully refunded on 12/**/14 as requested here and the FanDuel account has been permanently deactivated.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 find that this resolution is satisfactory to me and the matter has been resolved.Can you please close this case. Fanduel was right.
Sincerely,
[redacted]...

 [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]
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,
[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]...

To whom it may concern, The Customer Support team at FanDuel received the following request on 3/*/2016 from [redacted] requesting to close his account:  “[redacted]...

[redacted]”This request to “close my account” was confirmed in a second email to FanDuel's Customer Support team sent by [redacted] later that evening. Standard practice at FanDuel is to honor all requests from customers to close their accounts. Accounts requested to be closed are disabled for a minimum period of 3 months unless otherwise requested at the time of account closure. Prior to closing the account, FanDuel allows the user to first withdraw any funds remaining in the account. Once the 3 month period has passed, FanDuel’s team formally reviews any reactivation requests received from FanDuel users.  In this case, [redacted] had previously voiced unhappiness regarding an ordinary FanDuel product feature that applies to all FanDuel users and requested that his account be closed as a result. As per company policy, [redacted] was permitted to withdraw all funds, and his account was subsequently deactivated. [redacted] has made a variety of threats to FanDuel’s Customer Support Team as a result of his unhappiness with this feature (which, again, functions in the same way for every user on FanDuel), including multiple threats of legal action, contacting a lawyer and contacting the Revdex.com. The product feature has not changed during the period of the user’s deactivation. Accordingly, [redacted] account shall remain deactivated as per his request on 3/*/2016.     Regards,Jason F[redacted]Sr. Director, Customer SupportFanDuel

To whom it may concern; We write in response to [redacted]’ recent consumer complaint regarding billing/collection issues. According section 4.1 of our Terms of Use (linked below), users are not permitted to create or maintain more than one account. Our records indicate that [redacted] has...

created and used at least two separate accounts since first joining FanDuel in September of 2015. [redacted]On September **, 2017, [redacted] had a total of nine contest entries. Of those eight entries, [redacted] won a total of $628, which was added to his FanDuel account upon settlement between 9:01 PM ET and 1:09 AM ET. This brought [redacted] account balance up to $630. On September **, 2017, at 10:46 AM ET, FanDuel refunded the initial $100 deposit made by [redacted] back to the original payment source. The remaining $530 from [redacted] account has since been transferred to [redacted] original account, which is linked to the email address [redacted]. After processing the transfer, the balance of [redacted]' secondary account is currently $0. [redacted]’ primary account, which is linked to the email address [redacted] is open and available for immediate use. Regards,Jason F[redacted]Sr. Director, Customer Support & StrategyFanduel

We have offered this user the opportunity to have their initial deposit of $200 fully refunded, with the account being deactivated if the user accepts our offer.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.Additionally, all users on FanDuel are completely legitimate, and all entries that are entered into contests are created by real users.  We must keep the entries private until contest lock time in order to ensure a fair balance in competition, and this is the industry standard.

To whom it may concern,We write in response to [redacted]s December [redacted] 2016 consumer complaint regarding FanDuel's deposit bonus, Complaint ID: [redacted]. As discussed in detail below, FanDuel provided clear, thorough and accessible information regarding its bonus promotion that was available to...

[redacted] prior to his initial deposit and submission of any entry fees on FanDuel. Moreover, when [redacted] contacted FanDuel, we responded promptly to him and provided him additional credits for further play. FanDuel's "First Time Deposit Bonus" is a promotion where FanDuel will contribute an additional percentage of a user's first deposit into his FanDuel account. FanDuel has structured this promotion such that the bonus “unlocks over time,” in an effort to counteract fraud and potential manipulation of the promotion by users who create multiple accounts simply to accrue the bonuses.  Accordingly, the bonus is deposited into the user's account gradually, as the user participates in contests, at a rate of 4% of the entry fee for each contest entered.  These details, including the terms and conditions p[redacted]aining to the promotion, are clearly identified on the FanDuel website. In particular, these terms are prominently accessible to any user prior to him making a deposit on the FanDuel website as explained in further detail in the next paragraph.  After a user registers with FanDuel, the first screen that he sees is a prominent, direct, and user-friendly explanation of the bonus system.  See Exhibit A.  The fact that the bonus “unlocks as you play over time” is clearly and conspicuously noted in the middle of the page, followed immediately by a link to learn more about “how it [the bonus system] works.”  When a user clicks on this link, a screen pops up that explains how the bonus works in simple, accessible language, and in a large font.  See Exhibit B.  Specifically, the language indicates the bonus is “earned gradually after you enter and complete paid contests” and “is released as real cash at a rate of 4% of the entry fee of the contest you enter.”  Furthermore, the How It Works page provides an example of how the bonus is earned: “For example, if you enter a $25 contest, $1 of deposit bonus will be released into your main funds account.” FanDuel’s adv[redacted]isements also disclose that the bonus is “earned as you play” and explicitly state that the full rules for the promotion are found on the FanDuel website and that the promotion is subject to those rules. See Exhibit C. In sum, [redacted] was provided clear, thorough and accessible information regarding FanDuel's first time deposit bonus and has received a bonus consistent with FanDuel's terms. On September **, 2014, [redacted] created his FanDuel account and deposited $100 with a 100% bonus match offer, making him eligible for a $100 pending bonus. Since that time, [redacted] has entered 108 contests using a total of $446 in entry fees. [redacted] was credited with 4% of those entry fees as a bonus into his FanDuel account, consistent with FanDuel's terms explained above.On December **, 2016, [redacted] contacted FanDuel concerning his bonus funds. FanDuel promptly responded to [redacted], repeating the bonus process outlined above and noting that the information had been provided prior to his ability to deposit funds. FanDuel also offered [redacted] a $10 play credit to use on the site.FanDuel takes its consumer messaging seriously, as it wants users to be satisfied with its product.  As evidenced by the displays on its site and the plain language used in its adv[redacted]isements, FanDuel has been careful to ensure that it provides clear, thorough, and accessible information regarding its bonus promotion in order to avoid misleading or confusing its consumers.  FanDuel also seeks to provide a positive user experience, including throughout the customer care cycle.  Accordingly, FanDuel corresponded with [redacted] promptly regarding his concerns and provided him with credit on the FanDuel site.We appreciate the opportunity to respond to your letter, and we would be happy to answer any questions if they arise. Sincerely,Jason F[redacted]Sr. Director Customer Support & StrategyFanDuel

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.

Case # [redacted] received a full refund of $75 as requested on September [redacted], and thus this complaint should have been resolved at that point.  However, it appears that the user never updated the case.

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 do not accept FanDuel’s response.  I assume this means they offer nothing and plan to make no changes in their advertising or customer service practices.They completely failed to address any of my issues.  They did not provide any information to support that their actual radio advertising clearly described how the bonus was earned.  They did not address that it is unreasonable to expect for someone who deposited $200 to actually ever earn the bonus. I would like FanDuel to provide their emails and financial information (including budgets for this program) to show just how much money they planned to steal from their customers with unused bonuses.  If their program was so clear why are there so many complaints on Revdex.com related to the same issue and why did they admit on their own website that they had to pull the program due to the high number of frustrated users to whom it apparently wasn’t clear? Were all of the items you mention even there in 2014 when I made my deposit?They also did not address any of the customer service issues including the lies told to me and the guaranteed promise that a manager would call me the next day before noon to get me off the phone that didn’t happen.  If FanDuel takes customer service as serious as they claim, they would offer me more of an explanation for the poor customer service I specifically received than to simply say they take it seriously.  What action steps do they plan to improve the customer service of Ricky and Dylan?  How can they stand behind Ricky lying to me, including promising a call from a manger by noon the next day and that call not coming while FanDuel/Dylan apparently not caring at all about it as they still haven’t called and could have easily done so.  For the most part their responses then and now are merely the general cover their but standard company lines, which I do not consider customer service.I take high offense to their implication that I may be trying to commit fraud or manipulate the system.  To be clear I only have one account, so any discussion to the contrary is completely false and irrelevant.I still demand my $142 or if they prefer they can refund my whole initial deposit.  If they refuse to do this and/or participate in actual discussion (not just reciting the Company line) and make changes, I recommend that the Revdex.com gather all the similar complaints and package them together and provide them to the FTC and/or NY State Attorney General’s office and let them weigh in if they feel FanDuel’s advertising was misleading and deceptive.  If I have to, I may start that process myself.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

We have recently implemented a new verification process, which asks all FanDuel users to verify their identity by providing various forms of identification.  This process is in place to ensure our users are able to participate in a safe and fair environment.  However,...

this user was unwillingly to complete this process, and we have thus gone ahead and allowed them to withdraw their remaining balance as well as closed their account as requested.

To whom it may concern,
 
As previously stated [redacted] account shall remain deactivated and does not contain any funds.
 
Regards,
[redacted]
Sr. Director Customer support & Strategy
FanDuel