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  • jkidd1084

    • 2015 FanDuel NBA Playboy Mansion Finalist

    • 2015 FanDuel MLB Playboy Mansion Finalist

    On October 15th, I received two emails confirming withdrawal requests. One was for an even amount, the second for the remaining balance. I then had a third email confirming a 3 day self exclude. Seeing this, I immediately contacted support and told them my account has been compromised and to please freeze the account and cancel all withdrawals immediately. Right when I saw the emails, I tried changing my password. I was unable to access my account at all. I tried doing “forgot password” to send a link to my email many times and not once did I get that email allowing me to regain control of my account.. It is now two days later and many tries to regain control of the account and I have yet to receive a single email allowing me to reset my password.

    The email I received from support:

    Hi Michael,

    This is Bradley, on behalf of the accounts team here at FanDuel. Please read this entire email and respond accordingly.

    In doing our audits of accounts we detected that someone guessed your password and accessed your account (likely from a breached email list on another website where the password was the same as your FanDuel account). We previously refused (or refunded) the attempted withdrawal back to your account. This can be seen in your transaction history here:

    We simply would like to quickly resolve the issue so that you can get back to enjoying FanDuel.

    You will need to do a manual password reset, and enter a new password that is unique to your FanDuel account, before logging into your account next time. This can be done from the log-in page by selecting the “Forgot your password?” link below the log-in area, which is located here:

    Additionally, you will need to update your W8/W9 form with your information. You can find that form here:

    We also suggest you enable two factor authentication here:

    PLEASE CONFIRM BY REPLYING HERE once you’ve reset your password and updated your W8/W9 information!

    Please don’t hesitate to reach out if you have any questions.

    Best,
    Bradley

    I then emailed Bradley back (nearly 24hr ago now) telling him that the link he provided to change my password also did not work. I have still received no emails allowing me to regain access to my account.

    Since he has not responded, I went to the FD site to check on the support ticket to be sure my prior emails had gone through (unanswered for a long period) . It prompts me to log in with my login info saved. I assumed it would not work, but to my surprise, it allows me to log in. I then see my balance is yet again at zero, so I go to the transactions page, and there is a withdrawal processed for the full amount of my account.

    At no point have I been able to reset my password or regain control of my account and for some reason they decided to unfreeze my account and allow this person to have another chance at stealing all the money in my account?

    I then call them, which goes straight to voicemail. I receive no response there either. Now, I bring up the support chat on the site and this is how that conversation goes down..

    Gregory
    Hi, thanks for contacting FanDuel Support.

    Mike
    2 days ago someone hacked my account and attempted to withdraw money
    spoke to support and they confirmed such and froze my account

    Gregory
    Let me take a look into this for you.

    Mike
    for 2 straight days i have not been able to get the password reset to work. the function does not work on the site
    you never send the email

    Gregory
    Your account under jkidd1084 right?

    Mike
    yes
    i told them this and i have gotten no response in nearly 24hr now

    Gregory
    xxxxxxx is the email, is this correct?

    Mike
    so i go to check the help desk on the site
    yes
    and the saved login info now works
    account balance is zero
    go to transactions and you allowed a full withdrawal
    so clearly you did not freeze my account like you said you did when you KNEW IT WAS COMPROMISED

    Gregory
    I can follow up with a new password reset link.

    Mike
    i have tried 10 times now for 2 days, it never sends the email
    so i have not been able to secure my account, which is why it was to be frozen

    Gregory
    We did freeze your account and reviewed everything and reactivated your account.

    Mike
    reviewed what?
    i told you someone had hacked my account
    and was never able to change my password
    why would you ever unfreeze a hacked account before the owner of it is even able to change the password on it?

    Gregory
    I can follow up with a unique password reset link via email.

    Mike
    please cancel all withdrawals IMMEDIATELY
    this is insane

    Gregory
    I just did this.
    I can follow up with a unique password reset link.

    Mike
    ok

    Gregory
    Is there anything else you need help with?

    Mike
    i’d like you to stay on here
    until i can regain control of my account
    since you are completely incapable of securing an account
    i have still not received anything to reset my password

    Gregory
    I am not sure what you are referring to sir, I just got in touch with you.
    I can only send this link via email.

    Mike
    and i am telling you that something is wrong with your system
    because i have not gotten these password reset emails for 2 straight days now
    i’ve gone through the site, i’ve gone through links support sends me
    nothing sends the email
    and no, its not in a spam folder, or any other folder

    Gregory
    I understand this sir, and you have access to this email – xxxxxxxxx?

    Mike
    yes

    Gregory
    Sure, I can follow up via email once this chat is over.

    Mike
    and i have received zero emails despite my many many requests to change my password. the account was hacked DAYS AGO and you have done nothing to help me secure it. You’ve in fact done the complete opposite and unfroze it and allowed the hacker to withdraw my money AGAIN

    Gregory
    I can understand your frustration sir. I can follow up with an email to help you reset your password.

    MIke
    thats what i was doing with someone
    and he has since not responded for almost 24hr
    as people continue to steal my money
    your security should have your business shut down. you have no ability to protect your customers funds

    Gregory
    I cancelled your withdrawal. If you would feel more safe I can suspend your account again and send you through the ATO process again.

    Mike
    what ATO process? Again?? I didn’t go through a process man. the previous support guy has ghosted me and you reopened my account without me even being able to change my god damn password, allowing the hacker to withdraw my money AGAIN. Yes, freeze my god damn account until I am able to secure it.

    So yea, they confirm someone hacked my account, cancelled the withdrawals and froze my account, then failed to allow me to regain control of it while they mysteriously reopened the account, allowing them to withdraw my funds yet again. They didn’t even flag the withdrawal at all, just processed it, no problem.

    Felt it was necessary to post, as this is some of the worst security I have ever witnessed on a site that is holding actual funds for people. Extremely alarming.

    FWIW I have STILL not been assisted in changing my password to regain access and to secure my account and it is now been multiple days.

  • jkidd1084

    • 2015 FanDuel NBA Playboy Mansion Finalist

    • 2015 FanDuel MLB Playboy Mansion Finalist

    Update: Spoke on the phone finally. They acknowledge the absurdity of allowing a compromised account to be reopened without consent, allowing a SECOND withdrawal

    More interestingly, because they did a 3 day self exclude, they should technically (and legally?) not allow ANY withdrawals for any reason during that self exclude. They allowed this person to withdraw from my account while it was supposed to be self excluded, which apparently doesn’t make sense to them and they have no idea how they could possibly override the system to allow a withdraw during it. They’re sending it to the fraud department to dig deeper..

    What a mess

  • Volkster6

    Sheesh — best of luck buddy. That is a complete nightmare. Keep us posted if you can.

  • bigez952

    I have never done a self exclude but it makes absolutely not sense why you shouldn’t be allowed to withdraw your funds. If you want to take a break from DFS and choose to self exclude you should have no issue taking your money off the site but shouldn’t be allowed to deposit or enter contests. It is insane to think that if you admit you have a problem and want to step away that a site would have a legal obligation to hold your money from you to use on a more production recreation that can help with the potential gambling problem you have.

    Getting anything hacked always sucks but I just can’t get over the fact you shouldn’t be able to withdraw your funds if you self exclude lol.

  • jkidd1084

    • 2015 FanDuel NBA Playboy Mansion Finalist

    • 2015 FanDuel MLB Playboy Mansion Finalist

    @bigez952 said...

    I have never done a self exclude but it makes absolutely not sense why you shouldn’t be allowed to withdraw your funds. If you want to take a break from DFS and choose to self exclude you should have no issue taking your money off the site but shouldn’t be allowed to deposit or enter contests. It is insane to think that if you admit you have a problem and want to step away that a site would have a legal obligation to hold your money from you to use on a more production recreation that can help with the potential gambling problem you have.

    Getting anything hacked always sucks but I just can’t get over the fact you shouldn’t be able to withdraw your funds if you self exclude lol.

    This is what they told me over the phone. This portion (self exclude) I’d assume is a large portion of what is gov’t regulated. I don’t know the laws/rules but the guy on the phone was completely perplexed over how anyone could get a withdrawal through on a self-excluded account. Maybe since they confirmed the account was hacked, they manually removed the 3 day self exclude. I don’t know. They don’t seem to know either…

  • hammer74

    So many scammers in this world hacking into peoples accts stealing there money and most of the time they get away with it !! SAD HANG THEM BASTARDS

  • fightingjohn

    Sounds like this Gregory Support guy needs a newe job. All I see is canned copy and paste answers like an automated robot.

  • jkidd1084

    • 2015 FanDuel NBA Playboy Mansion Finalist

    • 2015 FanDuel MLB Playboy Mansion Finalist

    Update: They finally emailed me a functioning link to reset password and regain control of account.

    No explanation as to why they unfroze the account and allowed this person to withdraw money a second (or third, technically) time.

  • zpruitt3

    Just a heads up, not sure if it’s relevant.

    Yahoo had a large data breach recently. If your e-mail is an @ yahoo.com e-mail, I would recommend changing all passwords associated with that e-mail (and the e-mail’s password as well obviously).

  • tarheel66

    I should have grown up and been a damn cybercriminal, Law enforcement cannot touch them

  • tarheel66

    You say this crook stole your money twice, Is Fanduel giving you your money back like a credit card or bank would? I have been going through this identity theft crap for the last year, It is a total mess and law enforcement is totally useless. Knowing that something like that can happen on a DFS site makes everything now scary. Best of luck to you

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