My complaint:
Dear FanDuel Team,
I am writing to express my profound frustration with my experiences on your casino platform. Since early August, I have frequently used your mobile app, but during this time, I’ve endured six suspensions, with the last three occurring on consecutive days. I must emphasize that none of my actions warrant a permanent account ban, and my unique situation should not violate your terms or Connecticut’s statutes.
The initial suspension was the only one with a valid reason, as it stemmed from my use of my girlfriend’s card. I understand the concerns this may raise, but I had my girlfriend with me to explain, and I committed to avoiding such errors in the future.
Fast forward a couple of weeks, and I had a successful gaming session, cashing out $15,000. I transferred $10,000 to my bank account, respecting daily deposit limits, and $5,000 to the Mohegan counter, expecting quick processing. I reside in Danbury, Connecticut, a considerable distance from the casino. To collect my winnings, I had arranged transportation. Unfortunately, approval emails for both withdrawals only arrived on Sunday, a day after I expected them. I couldn’t secure a ride on Sunday, so I planned to go on Monday or Tuesday.
On Sunday, I resumed gameplay, but on Monday morning, while making a deposit, I was abruptly suspended without explanation. Seeking answers from your customer service, I discovered FanDuel’s practice of providing no support and maintaining silence regarding suspended accounts. They offered no insight into why my account was suspended and referred me to an elusive account manager who would contact me at their discretion. This felt odd and almost deliberate. I had been playing your slot machines following a successful weekend and had not yet received my full withdrawal. Still, I was banned without any explanation. This occurred despite no changes to my debit card, my Connecticut location, or my license. I had already undergone a suspension process where all my information was vetted.
Subsequently, I traveled to Mohegan 36 hours after my suspension began, hoping to collect my $5,000 withdrawal, approved before the suspension. However, upon arrival, I was told I couldn’t receive my winnings due to my account status, despite the prior email ation. This was exceptionally frustrating, as I had to convince someone to give me a ride. My plan was to purchase a vehicle in New London with this windfall. The purchase depended on the $5,000 I was waiting for. When told I wouldn’t receive the money that day, my ride left, and I opted to stay, assuming FanDuel couldn’t withhold my approved funds. Little did I know. This unexpected stay at Mohegan incurred additional costs. On Wednesday, I had to wait until late afternoon before receiving an answer. I was told my suspension was due to my card having an address linked to Washington State. This made little sense, given my month-long use of the same card and previous suspension.
However, my suspension didn’t end there. Your staff assumed I was a problem gambler based on a comment I made, which led to further delays in my reinstatement. While I appreciate your responsible gambling tools, this felt like an overreach into my personal choices. In the United States, we value personal freedom, especially in matters of spending our own money. Your assumptions caused another delay, and I was subjected to an intrusive questionnaire and interview to regain access to my funds and continue playing. I felt demeaned throughout this process. Once access was granted, I noticed that the $5,000 had been deposited into my account, not per my instructions, requiring another withdrawal and further waiting. I couldn’t expect a quick cash withdrawal at Mohegan, so I chose another bank deposit. However, I had to wait 24 hours to access the funds. This meant an unplanned $190 Uber ride back to Danbury at 10:00 at night.
Despite all these inconveniences, I continued to play, believing FanDuel could resolve the situation. However, I faced two more suspensions following deposits. The second time, you gave me a $50 credit for the inconvenience. During these suspensions, I couldn’t contact customer service until the documents were approved. When the third suspension occurred on a third consecutive day, I was again informed my account had been suspended, and I had to wait. Again, I was told I couldn’t contact customer service. Given the lack of any feedback from you all, I decided to occasionally check my ability to log on. A few hours ago, I discovered that my email address wasn’t even recognized as a member email address anymore. I was directed to contact customer service through a 12-hour delayed email reporting process.
From my perspective, I’ve invested tens of thousands of dollars in gameplay at your casino. However, my experience has been marred by unnecessary inconveniences, wasted time, intrusions into my personal life, and financial losses due to vehicle purchase delays caused by delayed withdrawals.
I kindly request an explanation for my most recent suspension, a larger credit for the inconvenience I have endured, and a resolution to this ongoing problem. If FanDuel cannot rectify this situation, I would appreciate a PROMPT refund of the $100. I truly cannot fathom why you guys have opted to treat me like I am a pariah or somebody that has done you any harm. I have not. I have followed the rules, and I’ve given you a lot of money, of my own volition. And you treat me like I’ve been engaged in active deceit and malfeasance. I have just been playing the games that you guys provide me to play. I have been doing what you guys want customers to do, or you should, given that you’re a for-profit business. I have submitted this to the 12-hour delayed customer service complaint process that I was given, but I will also be forwarding this to anyone that I can find associated with leadership at FanDuel and Mohegan Sun.
I eagerly await your response.
Sincerely,
Derek Pedersen
Suggested solution:
They my account and give me a sizable credit towards all this nonsense that I've had to deal with
