To whom it may concern, The Customer Support team at FanDuel received the following request on Regards, Jason F [redacted] SrDirector, Customer Support FanDuel
The deposit matching is 100% advertising Their marketing gives everyone who signs up they would be matched on day 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
*** [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 $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 questionsRegards,Jason F*SrDirector Customer Support & Strategy
We apologize for any initial confusion about the rate at which the bonus is released to your main accountIn 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' pageThe 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 usWhile we are unable to release any pending bonus, into a main account, we are able to refund a full depositAs you've had a poor experience on our site, we have refunded your initial deposit, and closed your account downYou should see the refund within 3-days on your card statement, dependent on your bank
This customer registered for FanDuel on April ***, and made a $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
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 fruitionThe 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 adsIt 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 matchedIt 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]
We contacted this user to offer them a refund on their initial $deposit, with the account being deactivated shortly after if they chose to accept this offer However, we received no response from this user whether they would be accepting or rejecting our offer.Our advertisements promote a deposit bonus match upon registration of up to $As standard within the daily fantasy sports industry, any bonus received on deposit starts in a "Pending" bonus status The player will accumulate these bonus funds as they enter paid contests We explicitly describe how pending bonus works on our deposit page and in the deposit page FAQ 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 Also, our current advertisements are designed to describe that the promotion is to be received as a bonus
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: Not only do I reject FanDuel's completely irraitonal response, but I reject the very premise of everything they state in their emailFanDuel had every opportunity to make this right from the initiation of this complaint sent to their "customer service" departmentIt has become clear during this process that not only does FanDuel have a completely non-existent customer service department, but they also entirely lack consideration for any of their customers that generate the very profit that keeps their employees employed and their business running on a day-to-day basisWhile I realized that their lower-level customer support agents may not be suited to handle a dire situation such as this, it has become even more clear that those in higher positions, too, are out of touch with the mere concept of what customer support isFanDuel generates tons of profit from all their users, while offering back in returnI will not allow them to take advantage of me as a consumer for their benefit, nor will I allow them to continue to operate as such and negatively impact other users' experiencesAs I am having difficulty writing this email and gaining internet access to do so in a timely manner due to the impact of Hurrince Irma, I am positive that this is of no importance to FanDuelThe simply do not care even 1% about any of their customersWhile I immediately contacted FanDuel regarding my issue, they forced me to enter into a contest that I had zero interest of knowledge of being inNo other company that was placed in this same situation would have acted in this way, and I am positive of thisFanDuel continues to provide irrelevant information as a way to justify their unethical and immoral decision makingThis is simply unacceptableWhile I was having bad weather due to the reisude effects of Hurricane Harvey, I had a loss of internet and cellular date throughout the day of this issueSurely FanDuel does not care that each situation is unique and deserves individual consideraiton, nor do they care that there are effects of natural disasters and such that are out of our controlThey only care that they receive their commission on contests that were not intended to be entered inWhile FanDuel likes to identify certain words in their emails that they believe makes them right in some sort of fasion, this is simply not the caseDuring my initial emails with FanDuel, I was in the midst of a panic attack, and I was unsure of what was going on, why I was in this contest, and why my account balance was completely goneI later realized that upon tracing back the timeline of said day, I had no recollation of entering this contest, and this must have been some kind of error or glitch in their mobile applicationI let them know that I did not want to be in this contest, that I wanted my money back, and that this was unrelated to the outcome of the contestI did not care whether I won or lost this contest, I simply wanted out of it, as I had no intention of being in it in the first placeWhen FanDuel states they have some technology that shows I opened their mobile application, this is simply untrueHad I opened the application, I would have seen I was in this contest, which I would have effectively removed myself from suchI WOULD NOT INTENTIONALLY LOSE $5,Upon letting FanDuel know of this error, they simply refused to fix the issueInstead, they tried to come up with a way for me to be even further at a disadvantageWhen I told them I was on the verge of going to the hospital as a result of my panic/anxiety attack from losing this money, they stated that since I was having "intense feelings," they would shut my account downThis had nothing to do with shutting my account downThese feelings generated for the fact that FanDuel refused to return my money upon the basis of this accident/glitch/weather/natural disaster/and internet situationThey simply ignored the facts of the situation that presented itself, and instead they closed my account so I had no record of any of my activites or such that I could present as factsMy deleting my account, they are not allowing me to access any of my informationThis does not change the facts, or how wrong they are in this situation, rather it just shows how they tried to cover up their traces of unethical behaviorImagine going to a store and accidentally purchasing somethingWhen you tell the store that you would like to return said item, the store then refuses, while instead banning you from returning to that storeI cannot imagine that there is a single person outside of this corporation that would agree with what they have doneIt is simply disgusting that in the time of accidental and out-of-control sitatuions such as natural disastersAnd while I am in the recovering stages of Hurricane Irma, I am having to spend time responding to a ridicilous claim, one that should have been handled properly from the very beginning, just as any other company that had even the smallest amount of morals and standards would have doneFanDuel must return this money to my accountTheir responses lack logic, they lack consideration, they lack empathy, and they will not continue to treat their customers this wayIf FanDuel truly believes that I was not a worthy customer, then not only should they return the $5,300, but they should return every commission they ever received from my use of their website since I joined back many years agoThey cannot continue to operate this way, treat customers this way, and act this way towards the very individuals that allow them to operate in the first place! Here is a company that generates over $100,000,in revenue on an annual basis, and the fact they choose to keep $5,from a customer in a dire and needy situation is absolutely disgusting! Had I known FanDuel treats their customers this way, I would never in a million years joined their site, or allowed them to generate a single dollar of profit from my usage of their service Sincerely, [redacted]
In listening to radio adds television adds Fan Duel says they will match your initial payment up to $What they don't tell you is they make you earn the matching funds you deposit If yo deposit $you have invest $2,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
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 didThis withdrawal allowed the user to leave the site with $in winnings, which was in addition to the two deposits that we refunded back to the users credit card
Case # [redacted] received a full refund of $as requested on September ***, and thus this complaint should have been resolved at that point However, it appears that the user never updated the case
The initial deposit of $made by this user on was fully refunded on 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
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] />
[redacted] *** 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 caseRegards, Jason F [redacted] SrDirector Customer Support & Strategy FanDuel
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 userAlso 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 $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 experienceSo 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 worksThe H2H entry part of the system and the lobby matching at game start has been the same for over 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 $worth of FDP to his account which he can redeem entries as cash We consider this complaint to now be closed
We apologize for any initial confusion about the rate at which the bonus is released to your main accountIn 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' pageThe 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 usWhile we are unable to release any pending bonus, into a main account, we are able to refund a full depositIf you were to choose this option, we would close your account downIf this is something you are interested in, please let us know
To whom it may concern, [redacted] deposited $50 on August *, 2015. Between August *, 2015 and December [redacted] 2015, [redacted] entered contests totaling $139, thereby exhausting his original $50 deposit and continuing to play with winnings, which were a total sum of $225.40. The balance... [redacted] is attempting to withdraw, $86.40, is not part of his original $50 deposit and is all winnings. FanDuel's Terms of Use clearly indicate that "[f]or all withdrawals, we require a valid mailing address, birthday and social security number . . . and we may request additional information before permitting a withdrawal." [redacted] verified his information this morning at 8:06 AM and we will create and issue a check for him to his verified address, which he will receive in 10 business days. Regards, [redacted] Customer Support & Strategy
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]
We once again attempted to contact this user to try to help them resolve the issues they are experiencing completing the new verification process we have implemented. However, this user is still not replying to our communications, and as a result, we will be unable to assist them at this time. We certainly hate to see any user experience any sort of issues while trying to participate on FanDuel, and if this user contacts us directly, we will gladly assist them in resolving this issue so they may resume participating on FanDuel.
[redacted] , We write in response to your consumer complaint (# [redacted] ) regarding a recent check from FanDuel
To whom it may concern, The Customer Support team at FanDuel received the following request on Regards, Jason F [redacted] SrDirector, Customer Support FanDuel
The deposit matching is 100% advertising Their marketing gives everyone who signs up they would be matched on day 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
*** [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 $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 questionsRegards,Jason F
*SrDirector Customer Support & Strategy
We apologize for any initial confusion about the rate at which the bonus is released to your main accountIn 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' pageThe 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 usWhile we are unable to release any pending bonus, into a main account, we are able to refund a full depositAs you've had a poor experience on our site, we have refunded your initial deposit, and closed your account downYou should see the refund within 3-days on your card statement, dependent on your bank
This customer registered for FanDuel on April ***, and made a $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
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 fruitionThe 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 adsIt 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 matchedIt 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]
We contacted this user to offer them a refund on their initial $deposit, with the account being deactivated shortly after if they chose to accept this offer However, we received no response from this user whether they would be accepting or rejecting our offer.Our advertisements promote a deposit bonus match upon registration of up to $As standard within the daily fantasy sports industry, any bonus received on deposit starts in a "Pending" bonus status The player will accumulate these bonus funds as they enter paid contests We explicitly describe how pending bonus works on our deposit page and in the deposit page FAQ 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 Also, our current advertisements are designed to describe that the promotion is to be received as a bonus
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: Not only do I reject FanDuel's completely irraitonal response, but I reject the very premise of everything they state in their emailFanDuel had every opportunity to make this right from the initiation of this complaint sent to their "customer service" departmentIt has become clear during this process that not only does FanDuel have a completely non-existent customer service department, but they also entirely lack consideration for any of their customers that generate the very profit that keeps their employees employed and their business running on a day-to-day basisWhile I realized that their lower-level customer support agents may not be suited to handle a dire situation such as this, it has become even more clear that those in higher positions, too, are out of touch with the mere concept of what customer support isFanDuel generates tons of profit from all their users, while offering back in returnI will not allow them to take advantage of me as a consumer for their benefit, nor will I allow them to continue to operate as such and negatively impact other users' experiencesAs I am having difficulty writing this email and gaining internet access to do so in a timely manner due to the impact of Hurrince Irma, I am positive that this is of no importance to FanDuelThe simply do not care even 1% about any of their customersWhile I immediately contacted FanDuel regarding my issue, they forced me to enter into a contest that I had zero interest of knowledge of being inNo other company that was placed in this same situation would have acted in this way, and I am positive of thisFanDuel continues to provide irrelevant information as a way to justify their unethical and immoral decision makingThis is simply unacceptableWhile I was having bad weather due to the reisude effects of Hurricane Harvey, I had a loss of internet and cellular date throughout the day of this issueSurely FanDuel does not care that each situation is unique and deserves individual consideraiton, nor do they care that there are effects of natural disasters and such that are out of our controlThey only care that they receive their commission on contests that were not intended to be entered inWhile FanDuel likes to identify certain words in their emails that they believe makes them right in some sort of fasion, this is simply not the caseDuring my initial emails with FanDuel, I was in the midst of a panic attack, and I was unsure of what was going on, why I was in this contest, and why my account balance was completely goneI later realized that upon tracing back the timeline of said day, I had no recollation of entering this contest, and this must have been some kind of error or glitch in their mobile applicationI let them know that I did not want to be in this contest, that I wanted my money back, and that this was unrelated to the outcome of the contestI did not care whether I won or lost this contest, I simply wanted out of it, as I had no intention of being in it in the first placeWhen FanDuel states they have some technology that shows I opened their mobile application, this is simply untrueHad I opened the application, I would have seen I was in this contest, which I would have effectively removed myself from suchI WOULD NOT INTENTIONALLY LOSE $5,Upon letting FanDuel know of this error, they simply refused to fix the issueInstead, they tried to come up with a way for me to be even further at a disadvantageWhen I told them I was on the verge of going to the hospital as a result of my panic/anxiety attack from losing this money, they stated that since I was having "intense feelings," they would shut my account downThis had nothing to do with shutting my account downThese feelings generated for the fact that FanDuel refused to return my money upon the basis of this accident/glitch/weather/natural disaster/and internet situationThey simply ignored the facts of the situation that presented itself, and instead they closed my account so I had no record of any of my activites or such that I could present as factsMy deleting my account, they are not allowing me to access any of my informationThis does not change the facts, or how wrong they are in this situation, rather it just shows how they tried to cover up their traces of unethical behaviorImagine going to a store and accidentally purchasing somethingWhen you tell the store that you would like to return said item, the store then refuses, while instead banning you from returning to that storeI cannot imagine that there is a single person outside of this corporation that would agree with what they have doneIt is simply disgusting that in the time of accidental and out-of-control sitatuions such as natural disastersAnd while I am in the recovering stages of Hurricane Irma, I am having to spend time responding to a ridicilous claim, one that should have been handled properly from the very beginning, just as any other company that had even the smallest amount of morals and standards would have doneFanDuel must return this money to my accountTheir responses lack logic, they lack consideration, they lack empathy, and they will not continue to treat their customers this wayIf FanDuel truly believes that I was not a worthy customer, then not only should they return the $5,300, but they should return every commission they ever received from my use of their website since I joined back many years agoThey cannot continue to operate this way, treat customers this way, and act this way towards the very individuals that allow them to operate in the first place! Here is a company that generates over $100,000,in revenue on an annual basis, and the fact they choose to keep $5,from a customer in a dire and needy situation is absolutely disgusting! Had I known FanDuel treats their customers this way, I would never in a million years joined their site, or allowed them to generate a single dollar of profit from my usage of their service Sincerely, [redacted]
In listening to radio adds television adds Fan Duel says they will match your initial payment up to $What they don't tell you is they make you earn the matching funds you deposit If yo deposit $you have invest $2,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
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 didThis withdrawal allowed the user to leave the site with $in winnings, which was in addition to the two deposits that we refunded back to the users credit card
Case # [redacted] received a full refund of $as requested on September ***, and thus this complaint should have been resolved at that point However, it appears that the user never updated the case
The initial deposit of $made by this user on was fully refunded on 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
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] />
[redacted] *** 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 caseRegards, Jason F [redacted] SrDirector Customer Support & Strategy FanDuel
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 userAlso 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 $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 experienceSo 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 worksThe H2H entry part of the system and the lobby matching at game start has been the same for over 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 $worth of FDP to his account which he can redeem entries as cash We consider this complaint to now be closed
We apologize for any initial confusion about the rate at which the bonus is released to your main accountIn 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' pageThe 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 usWhile we are unable to release any pending bonus, into a main account, we are able to refund a full depositIf you were to choose this option, we would close your account downIf this is something you are interested in, please let us know
To whom it may concern, [redacted] deposited $50 on August *, 2015. Between August *, 2015 and December [redacted] 2015, [redacted] entered contests totaling $139, thereby exhausting his original $50 deposit and continuing to play with winnings, which were a total sum of $225.40. The balance... [redacted] is attempting to withdraw, $86.40, is not part of his original $50 deposit and is all winnings. FanDuel's Terms of Use clearly indicate that "[f]or all withdrawals, we require a valid mailing address, birthday and social security number . . . and we may request additional information before permitting a withdrawal." [redacted] verified his information this morning at 8:06 AM and we will create and issue a check for him to his verified address, which he will receive in 10 business days. Regards, [redacted] Customer Support & Strategy
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]
We once again attempted to contact this user to try to help them resolve the issues they are experiencing completing the new verification process we have implemented. However, this user is still not replying to our communications, and as a result, we will be unable to assist them at this time. We certainly hate to see any user experience any sort of issues while trying to participate on FanDuel, and if this user contacts us directly, we will gladly assist them in resolving this issue so they may resume participating on FanDuel.