FanDuel Inc.

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:

 As mentioned in my previous response, once there is evidence that the integrity of any FanDuel contest was compromised, I intend to receive a full refund.
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

This user is having trouble completing the process of our new verification system, which is in place to ensure safe and verified play from everyone that participates on FanDuel. We have tried to contact this user on multiple occasions to resolve this complaint, however we have not received...

any response back.Thus, we are unable to verify their account at this time.However, if this user contacts us back, we will gladly assist them in completing this process so that they may begin participating in contests once again.

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]

In listening to radio adds television adds Fan Duel says they will match your initial payment up to $200 . What they don't tell you is they make you earn the matching funds you deposit . If yo deposit $100 you have invest $2,500 to get your matching funds . No where in any radio or television add is this mentioned even after you sign up ther is no mention it is buried somewhere in some fine print . I realize I should have read fine print . It would not have stopped me from joining but I would not have taken a chance on some of the leagues I entered .

We apologize for any initial confusion about the rate at which the bonus is released to your main account. In an effort to prevent this type of confusion for our new users and ensure you have the opportunity to learn about how the bonus works prior to making a deposit, we do offer the full...

details about the pending bonus on our 'Add Funds' page. The details are also shown immediately after a deposit, to inform users of the structure of our deposit match.
No one likes to feel as though they did not receive what they expected and we certainly do not want to leave you feeling as though you’ve had a poor experience from the start with us. While we are unable to release any pending bonus, into a main account, we are able to refund a full deposit. If you were to choose this option, we would close your account down. If this is something you are interested in, please let us know.

[redacted]While FanDuel is sorry to hear that you feel your complaint has not been resolved, the decision to not offer further compensation for your complaint remains unchanged.  As stated previously, you were provided clear, thorough and accessible information regarding FanDuel's first time deposit bonus and and you have received a bonus consistent with FanDuel's terms.  In an effort to provide a positive user experience, you were also offered a $10 play credit to use on the site.  As illustrated in the previous message, 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.Should you wish to continue playing FanDuel, the Customer Support team would welcome the opportunity to answer further questions. Regards,Jason F[redacted]Sr. Director Customer Support & Strategy

This users account was suspended on December [redacted] due to some activity the system deemed inconsistent.
We were then contacted by the user later that day, and asked them to provide us with some account information in order to get them back up and running....

Unfortunately, the system that we use to verify accounts initially could not verify the account based on the information being provided, which is why we left it suspended.
The user would ultimately be able to verify their account, which we then re-opened for full use.
After some back and forth, we decided that it was best to part ways with the user, and suggested they withdraw their remaining balance, which they did. This withdrawal allowed the user to leave the site with $17 in winnings, which was in addition to the two deposits that we refunded back to the users credit card.

The initial deposit of $100 made by this user on 12/**/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.

[redacted],While FanDuel is sorry to hear that you feel your complaint has not been resolved, the decision to not offer further compensation for your complaint remains unchanged.  As stated previously, you were provided clear, thorough and accessible information regarding FanDuel's first time deposit bonus and and you have received a bonus consistent with FanDuel's terms.  In an effort to provide a positive user experience, you were also offered a $20 play credit to use on the site.  As illustrated in the previous message, 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.Should you wish to continue playing FanDuel, the Customer Support team would welcome the opportunity to answer further questions. Regards,Jason F[redacted]Sr. Director, Customer Support & StrategyFanDuel

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.  They continue to refuse to acknowledge any responsibility for their misleading advertising that was relied upon to the detriment of myself and many others.  Also, they refuse to acknowledge and take responsibility for the very terrible customer service I received.  They have offered no apology or explanation for the customer service, including them blatantly choosing to lie to me.  They have made no offer to rectify any of these issues to me personally, nor offered any improvements to their controls and/or training to prevent these from happening to others in the future.Clearly from the number of complaints on the Revdex.com website and FanDuel’s own admission on their own website, their advertising was very misleading and practically stealing.  They seem to only be concerned with making every dollar they can versus treating their customers properly.  They refuse to make their advertising appropriate nor properly honor advertising they had made.  They also refuse to spend money to properly train their customer service personnel nor have an adequate amount.  I was essentially told when I was holding for hours on Sunday morning that I had to wait as they were servicing customers trying to spend money up until 1pm kickoffs versus addressing my issues that wouldn’t result in any additional revenue.I hope the Revdex.com can properly work with FanDuel to get my issues rectified.  I still demand my $142, an apology and explanation for blatantly lying to me, changes in advertising policies going forward, and additional customer service training for the people involved at a minimum, if not all agents. If FanDuel continues to refuse to do anything but provide their standard Company line answer to my complaint, I hope the Revdex.com takes action and lowers their Revdex.com rating, and packages my complaint with all the other similar ones and presents them to the FTC and NY state AG office, who have the authority to properly take action against FanDuel.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

This users account has been fully verified and their account reactivated for full use of FanDuel.  Thus, this matter has been resolved.

This user registered for FanDuel on March [redacted], and had their $10 deposit refunded ten minutes after they deposited.  This charge likely fell off their bank statement due to being refunded so quickly after deposit, which is why they did not see the refund process.Additionally, we...

reached out to this user to offer them the opportunity to reactivate their account with us.  However, we did not hear back.

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 Support
FanDuel

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:

The actions of Fanduel employees is despicable.  It was not until I spent several hours posting on Twitter and Facebook directly to CEO of company and filed formal complaint with state of New York that Fanduel finally decided to re-open my account and allow access to my money.   I also have written correspondence to support this statement.  Now all of a sudden, this was just a misunderstanding and a mistake.  Everyone who reads this can clearly see how unethical the standards are for Fanduel.  I would advise anyone reading this to not trust this company with your money at any time.    Here is a copy/paste quote from Fanduel when I initially requested assistance....  " FanDuel reserves the right to suspend or terminate any or all of your accounts and terminate, withhold or revoke the awarding of any prizes."      Then they ignored me until I filed this complaint.  Disgusting customer service.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

To whom it may concern,
sans-serif;">
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[redacted]
Sr. Director Customer Support & Strategy
FanDuel

This customer registered for FanDuel on September [redacted], and made a $100 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 in 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 November [redacted] in which we offered the complete details on how our pending bonus program works. This includes the fact that 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 before depositing.  Also, it was explained that we are unable to manually release any bonus funds into any users account.  At the conclusion of this support request, we generously offered to credit his account with loyalty points.  However, the customer unfortunately chose to ignore this offer.

The initial deposit of $100 made by this user on 9/**/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.

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]

At FanDuel, we offer users a complete daily fantasy sports experience.  We allow users to join pre-made contests as well as the ability to create their own.  In this case, the user here created a "Friends Only" H2H (head to head) contest that was matched randomly with a public entry at...

game start which is a process that happens daily.  Here's how it works in regards to this complaint...
User A creates a "private" H2H and sends the contest to his friend to join.
The Friend (user B) must successfully enter the contest before the game start deadline.
The contest will remain unmatched privately until entered by user B. Once the deadline occurs, FanDuel randomly matches all unfilled public AND private H2H.
If other open private or public entries under the same terms are available, all will be randomly matched until inventory runs out.
This process is clearly described in our Help section and has been a policy since we started FanDuel over 5 years ago.
The reason we do this is we've found that many users just blast out friend challenges because they want to participate in that evenings contests.  It's disappointing if you have a friend that doesn't enter, so we randomly match unfilled entries up with other like-minded users who couldn't find a match.  Since users pay for their entry upon submission, we feel the intention is to play out the contest.  We understand that many users want to only play their friends, so if you wish to cancel your unmatched entries before game start, we allow you that option in which the user is fully refunded. Of course, if there are issues canceling, our support team is available via email and live chat between 8am and 2am daily.
On Thursday 5/[redacted] contacted us via email with this same complaint. We refunded [redacted] immediately the $1.00 he requested, made a note on his account as we always do, provided him an appropriate response with instructions on how to avoid in the future and solved the issue.  3 Days later, he contacted us via email again and complained of the same issue. Our support agent, seeing the note on the account from a few days earlier explained again why this happened but did not offer the refund.  We chose this resolution because we feel that once a user experience an issue, gets an appropriate resolution, it likely won't happen again.  In our industry, we have users who consistently attempt to take advantage of the system.  While we do not feel this is the case here, our support agent stuck to our internal policies on crediting/refunding user accounts.  Certainly, had the issue been escalated up the chain we would have provided another but last $1 courtesy refund.  
To conclude, we have gone ahead and credited [redacted] another $1.00 to his account today 5/**.  I have personally emailed him to apologize for the frustration and let him know of the credit.  Hopefully we can consider this issues resolved.  Thank you.

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 company took my money via [redacted] then, after several weeks, wanted a current facial picture and a copy of my drivers license.  They completely shut me off of my gaming, wouldn't answer my emails, didn't return phone call messages.  When I filed this complaint they JUMPED to "fix" the problem.  However, they refused to refund my money in the same manner that it was deposited (via [redacted]) and they made me very uncomfortable with the whole identity thing.  I'm of the opinion that my problem is just the smallest percentage of the overall theft this company is involved in, as most people are probably unwilling to take the time to dig and report the same thing that happened to me......$50.00 or so might not mean that much to put effort into finding out what's really being done by FanDuel.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]