To whom it may concern; We write in response to [redacted] ***’ recent consumer complaint regarding billing/collection issuesAccording section of our Terms of Use (linked below), users are not permitted to create or maintain more than one accountOur records indicate that [redacted] has created and used at least two separate accounts since first joining FanDuel in September of [redacted] On September **, 2017, [redacted] had a total of nine contest entriesOf those eight entries, [redacted] won a total of $628, which was added to his FanDuel account upon settlement between 9:PM ET and 1:AM ETThis brought [redacted] account balance up to $On September **, 2017, at 10:AM ET, FanDuel refunded the initial $deposit made by [redacted] back to the original payment sourceThe remaining $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 $ [redacted] ***’ primary account, which is linked to the email address [redacted] is open and available for immediate useRegards,Jason F*SrDirector, Customer Support & StrategyFanduel
Our initial promotional email containing this offer was sent at 9:02AM EST on 10/ [redacted] and clearly stated that any user taking advantage of this offer would receive a refund of $on an entry that did not finish in a paying position.We then sent out a clarification email at 11:16AM EST on 10/ [redacted] to further convey the message to our users that they would only receive a refund of one $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 $credit in FanDuel Points in addition to the $credit he received for taking part in this promotion for a total credit of $ We will be unable to provide the user with any additional credit related to this promotion
Trust with our players is core to our business and has always been our primary concern so we take any potential game integrity issue very seriously.We are not issuing refunds for lost entry fees at this time There is no evidence indicating that the integrity of FanDuel's contest(s) were in any way compromised, or that non-public information was used for unfair advantageFor a full statement on the matter, we advise all users read the following from our newsroom: [redacted]
We can confirm that this user had their prizes packaged and shipped on and the user has been supplied with a tracking number for these packagesThus, we consider this matter to be resolved
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......$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]
Case # [redacted] received a $deposit bonus in their pending bonus account upon their first deposit of $as advertisedOur 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
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
We feel that we have done everything we can to give this user a satisfactory result, which includes offering them a $credit in FanDuel Points on the entries that were impacted by this player being inactiveThis user rejected this offer, and there is nothing further we can do on our endWe try to ensure that all players with significant injuries are designated as injured in our player pool to alert our usersHowever, especially in the NBA, there are many cases where a player will be a late scratch due to illness or a very minor injury, and there is little chance that we'll have an indicator up in time for that contestIn this case, Andrew Wiggins wasn't announced out until 7:PM ET, which was after contests began and lineups lockedPrior to lineups locking, the news on our site (and outside sources) was up to date and correctThat said, a large part of what makes FanDuel legal and qualifies us as a game of skill is the research involved in selecting your teamWhile FanDuel offers the platform in which users can play daily fantasy sports, we leave it up to the user to do the research and choose the players they think will give them the best chance of winningWhen users have real money on the line on a nightly basis, we're confident its best for them to have full control over the players they choose
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 find that this resolution is satisfactory to me and the matter has been resolvedAs long as the check is received and cashable Sincerely, [redacted] ***
Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: 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,We write in reply to [redacted] 's complaint regarding Customer Support issues with FanDuel After further follow up with [redacted] , it has been communicated that [redacted] 's FanDuel account is currently active with an account balance of over $ FanDuel apologizes for any initial confusion in regards to which of [redacted] 's accounts had been disabled and which account was active [redacted] is welcome to reach out to FanDuel's Customer Support team with any further questions Regards,Jason F*Sr Director, Customer Support & StrategyFanDuel
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me and the matter has been resolved Sincerely, [redacted] ***
I really enjoy the FanDuel experienceIt is a really fun to playVery inexpensive to playWhat I am upset about is the very first deposit made was supposed to be 100% matched into a bonus accountI only received about half of that because I did not use a promo code when signing upIt never stated I needed a promo code to receive all of the funds matchedAlso if anyone reads this the most disturbing feature of this pending bonus is that I have already deposited three different times, of which all the same value, and still have not received the matched fundsIt wasn't my money to start with but the advertisement telling me my funds would be matched was wrongIt never mentioned anything about only receiving this matched money at $for every dollar spentI would have never played
Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: I have settled this issue with Fan Duel, however, I strongly disagree with their answer after the first sentence Fan Duel in no way explained to me how the bonus would be disbursed before money was deposited In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]
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]
We applied for an extension with the IRS which allowed us to send out all tax forms by March ***As mentioned by this user, he received the form by the required date, and there was thus no wrongdoing on our endFurther, users are able to calculate an estimate of their net earnings as they have access to their entry and winning history as well as transaction historyThe full details regarding the necessity of taxes are detailed on our website in our Terms of Service and FAQs.Ultimately, the filing of earnings are the responsibility of the user, and we are under no obligation to pay tax fees for individualsThat being said, we will not be providing the user with any type of credit
This customer registered for FanDuel on September ***, and made a $deposit while using a special promo codeThe customer received a 100% matching pending deposit bonus, as advertised on our deposit screenAfter registration, this customer used the deposited funds along with funds that were released from his bonus account to play in paid gamesSome of these games resulted in winnings, which have since been withdrawnThus, this customer is ineligible for our money-back guarantee programThe money-back guarantee program is only available to customers who lose their first contest on FanDuel as described on our websiteAdditionally, 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 worksThis 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
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]
To whom it may concern; We write in response to [redacted] ***’ recent consumer complaint regarding billing/collection issuesAccording section of our Terms of Use (linked below), users are not permitted to create or maintain more than one accountOur records indicate that [redacted] has created and used at least two separate accounts since first joining FanDuel in September of [redacted] On September **, 2017, [redacted] had a total of nine contest entriesOf those eight entries, [redacted] won a total of $628, which was added to his FanDuel account upon settlement between 9:PM ET and 1:AM ETThis brought [redacted] account balance up to $On September **, 2017, at 10:AM ET, FanDuel refunded the initial $deposit made by [redacted] back to the original payment sourceThe remaining $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 $ [redacted] ***’ primary account, which is linked to the email address [redacted] is open and available for immediate useRegards,Jason F
*SrDirector, Customer Support & StrategyFanduel
Our initial promotional email containing this offer was sent at 9:02AM EST on 10/ [redacted] and clearly stated that any user taking advantage of this offer would receive a refund of $on an entry that did not finish in a paying position.We then sent out a clarification email at 11:16AM EST on 10/ [redacted] to further convey the message to our users that they would only receive a refund of one $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 $credit in FanDuel Points in addition to the $credit he received for taking part in this promotion for a total credit of $ We will be unable to provide the user with any additional credit related to this promotion
Trust with our players is core to our business and has always been our primary concern so we take any potential game integrity issue very seriously.We are not issuing refunds for lost entry fees at this time There is no evidence indicating that the integrity of FanDuel's contest(s) were in any way compromised, or that non-public information was used for unfair advantageFor a full statement on the matter, we advise all users read the following from our newsroom: [redacted]
We can confirm that this user had their prizes packaged and shipped on and the user has been supplied with a tracking number for these packagesThus, we consider this matter to be resolved
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......$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]
Case # [redacted] received a $deposit bonus in their pending bonus account upon their first deposit of $as advertisedOur 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
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
We feel that we have done everything we can to give this user a satisfactory result, which includes offering them a $credit in FanDuel Points on the entries that were impacted by this player being inactiveThis user rejected this offer, and there is nothing further we can do on our endWe try to ensure that all players with significant injuries are designated as injured in our player pool to alert our usersHowever, especially in the NBA, there are many cases where a player will be a late scratch due to illness or a very minor injury, and there is little chance that we'll have an indicator up in time for that contestIn this case, Andrew Wiggins wasn't announced out until 7:PM ET, which was after contests began and lineups lockedPrior to lineups locking, the news on our site (and outside sources) was up to date and correctThat said, a large part of what makes FanDuel legal and qualifies us as a game of skill is the research involved in selecting your teamWhile FanDuel offers the platform in which users can play daily fantasy sports, we leave it up to the user to do the research and choose the players they think will give them the best chance of winningWhen users have real money on the line on a nightly basis, we're confident its best for them to have full control over the players they choose
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 find that this resolution is satisfactory to me and the matter has been resolvedAs long as the check is received and cashable Sincerely, [redacted] ***
Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: 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]
Revdex.com: At this time, I have not been contacted by FanDuel Incregarding complaint ID [redacted] Sincerely, [redacted] ***
To whom it may concern,We write in reply to [redacted] 's complaint regarding Customer Support issues with FanDuel After further follow up with [redacted] , it has been communicated that [redacted] 's FanDuel account is currently active with an account balance of over $ FanDuel apologizes for any initial confusion in regards to which of [redacted] 's accounts had been disabled and which account was active [redacted] is welcome to reach out to FanDuel's Customer Support team with any further questions Regards,Jason F
*Sr Director, Customer Support & StrategyFanDuel
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me and the matter has been resolved Sincerely, [redacted] ***
I really enjoy the FanDuel experienceIt is a really fun to playVery inexpensive to playWhat I am upset about is the very first deposit made was supposed to be 100% matched into a bonus accountI only received about half of that because I did not use a promo code when signing upIt never stated I needed a promo code to receive all of the funds matchedAlso if anyone reads this the most disturbing feature of this pending bonus is that I have already deposited three different times, of which all the same value, and still have not received the matched fundsIt wasn't my money to start with but the advertisement telling me my funds would be matched was wrongIt never mentioned anything about only receiving this matched money at $for every dollar spentI would have never played
Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: I have settled this issue with Fan Duel, however, I strongly disagree with their answer after the first sentence Fan Duel in no way explained to me how the bonus would be disbursed before money was deposited In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]
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]
We applied for an extension with the IRS which allowed us to send out all tax forms by March ***As mentioned by this user, he received the form by the required date, and there was thus no wrongdoing on our endFurther, users are able to calculate an estimate of their net earnings as they have access to their entry and winning history as well as transaction historyThe full details regarding the necessity of taxes are detailed on our website in our Terms of Service and FAQs.Ultimately, the filing of earnings are the responsibility of the user, and we are under no obligation to pay tax fees for individualsThat being said, we will not be providing the user with any type of credit
This customer registered for FanDuel on September ***, and made a $deposit while using a special promo codeThe customer received a 100% matching pending deposit bonus, as advertised on our deposit screenAfter registration, this customer used the deposited funds along with funds that were released from his bonus account to play in paid gamesSome of these games resulted in winnings, which have since been withdrawnThus, this customer is ineligible for our money-back guarantee programThe money-back guarantee program is only available to customers who lose their first contest on FanDuel as described on our websiteAdditionally, 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 worksThis 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
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]