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  • krisschu9

    Hi Rotogrinders community,

    I need some help/advice or perhaps contact from Fanduel customer support folks that seem to be available to these forums.

    Here’s my story:

    Background info: I’m a small time player and play under the FD name treehousecheers. I play mostly $2, $5, $10 dollar double ups or 50/50s while also playing $1-$5 single and multi-entry tournaments. The most I tend to play on a given night is $50 (spread out in 50/50s and tourneys), but typically lower than $50. If I get lucky and hit it medium in a tourney (like a win for $100 to $500), I usually see my winnings drain away over time.. either trying to hit a tournament (and missing) or slogging through a cold streak. Then once my balance is down, I’ll deposit $25 or occasionally $50 and try again. I’m totally small time but I feel like I’m becoming a better player over time. I’m probably not that much different from most other Fanduel players who treat the game as a hobby or fun pastime (with the dream of maybe someday “hitting it big”).

    On Thursday, May 4,2017 I struck gold and came in first place in the main slate Squeeze, payout $15,000. Where I typically watch the games until the final pitch and see if I’ve cashed on FD, on that night I was exhausted and went to bed early. I checked the box scores when I woke up in the middle of the night and thought that I did OK—I thought I probably cashed my 50/50s and did decently in the tournaments I played that night (I believe I had 2 entries…3 at most) When I awoke the next morning, I checked my entries to see how I did. Upon initial quick glance—I was still half asleep, it looked as if I hit for 150 on one of my entries and $30 on the other. I clicked on the history tab to see what the winning tourney lineup consisted of an noticed…a comma in my balance. Once I cleared the cobwebs from my morning daze, I realized that the winning lineup was mine. The $150 I thought I saw was actually much larger: I had hit for fifteen thousand dollars! The hair stood up on the back of my neck! I started whooping it up around the house, woke up my wife and kids who were excited to share in my happiness. Little did I know that my momentary pure elation was soon to be smashed to pieces.

    I went to do something I never did before…what I imagine small time Fanduel players rarely do: I tried to make a withdrawal of some of my winnings. After I had typed in my information, I was given an error message that I had similar information linked to a different Fanduel account. I then remembered I had another Fanduel account that I had created years ago that I didn’t use. Foolishly, I had another account tied to a different email address that I no longer used (and again, as I found out on Thursday morning, still had some deposit bonus money that I never played out to receive). I’m naive, stupid, foolish, but not greedy.

    I did some research and found out that having multiple Fanduel accounts is a violation of their terms of service. I guess I’m pretty naive because I didn’t see the big deal with having the different accounts, but after reading many posts on Rotogrinders forums, I can see why having multiple accounts, if used at the same time, could give a shark-type player with a huge bankroll the ability to create more multiple entries or play in more head to heads. Needless to say, I’m not that shark. Never did I use my accounts at the same time. I certainly did not cheat to win the Squeeze…I only had 2 or 3 entries.

    Sadly, Fanduel informed me 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.”

    I could withdraw the balance of my original account ($0 or 45 cents depending on which account was my “original”) and any winnings associated with the ineligible account would be revoked.

    Upon further follow-up Fanduel informed me that my account is suspended and that I’m banned from opening up additional accounts. Funds in my ineligible account remain available for my withdrawal up to the amount of total deposits made for this account. All winnings are revoked.

    Damn. That sucks!

    I told Fanduel customer support that this is not an acceptable response to me. I’ve yet to hear back from them…

    The frustrating part about it is that nobody from Fanduel will talk to me, even after I made a variety of attempts to contact them. Their customer service number is a recording, their live chat folks say they cannot handle suspended accounts. Rather than dealing with me as a customer who just took down a significant tournament…as a non-shark who actually won…similar to the “everyman” winners with the big checks who we have all seen in their commercials, and talking with me on an individual basis, I get stock email replies that basically tell me I am going to have to revoke the 15 grand I won. I was told that they would re-open my case in four days if I’m not satisfied.

    I’m crushed. I love playing Fanduel…

    I’d like this lengthy post (phew!) to serve a few purposes:

    First, if anyone in the Rotogrinders community reading this has multiple accounts, contact Fanduel immediately and try to fix them up. I’d hate to see what happened to me happen to anybody else. I’d hate to see some other small time player who naively set up multiple accounts but never played them concurrently win big and not be able to receive their payout.

    Second, if anyone here has any advice as to how to proceed, please share it with me. If Fanduel reps are on this board, please have a conversation with me. Investigate my history.

    Thank you for your time if you made it through this long story.

    -treehousecheers

    ***UPDATE I get to keep the winnings after all: Here is Fanduel’s response: This is the accounts team. Thank you so much for your patience. After reviewing your account, we have made a good faith determination that your conduct was not intended to obtain a competitive advantage. Accordingly, we have re-activated your primary account treehousecheers. Any ineligible account shall remain suspended.

    I get to keep the winnings and continue to play on FD.

    Thank you to everyone with their posts and advice.

  • viciousphilpy

    absolutely. After due process, they found that the OP had done nothing wrong.

    Good thread.

  • wolfjb1

    I am so glad to see that this got resolved the right way. I’m a lawyer. We can argue about Terms of Service until we’re all blue in the face but they are not the end-all, be-all. Have you ever called Comcast or AT&T or an airline or any other big company and explained a perfectly reasonable problem that you need to resolve and the front-end rep just repeats, over and over, “that’s our policy” … “that’s our policy” … then you get a supervisor after like 10 emails and 8 calls and the guy is like “Yeah, that’s a dumb policy, but yeah, of course we can fix your thing.” Happens all the time.

    Looks like Fanduel did the right thing here, which is great.

    And one more thing. This happy resolution is what the OP should promote to the local media outlets.

  • viciousphilpy

    I would say that, but we all know that a negative experience totaling $15,000 worth of missing funds is 1. A very interesting story to the media, 2. A piece of leverage for the OP had he needed to avoid legal fees fighting for his money.

    Now that the issue has been resolved the “story” has no teeth and there is no need for leverage. The company did the right thing, it’s unfortunate but people don’t write stories about people providing the service they are supposed to.

  • noddy

    Why the hell would you want bad publicity in the newspapers for these companies? What is wrong with you people? Think before you say shit like that. Give it a chance to resolve itself instead of going to newspapers right away and making DFS companies look bad. SMH

  • yisman

    congrats

  • krisschu9

    In the end they did alright by me. Definitely don’t want to see FD go down. As I wrote in the initial post, I love playing on Fanduel. Thanks again for the advice!

  • SelfCharmer

    Glad you got your money back, and glad FD are trying to do right by there customers.

    More importantly, anyone who said they want an answer within 24 hours or anyone who thought the press should be involved (at this early stage) need to reconsider your position.

    You are more damaging to the “ecosystem” than any high roller, you want to go to the press with half the information without even letting FD investigate. These things aren’t going to be resolved within 1 hour of the original email. And if you expect a FD rep to come on this board and write anything you clearly have never worked for a major organisation, that person would need huge clearance to discuss anything specific on a board like this without losing their job.

    People need to give the DFS sites a reasonable amount of time to investigate and come to a solution, if the solution is unfair after a reasonable investigation then that is a different matter.

  • pal

    1. Glad you got paid
    2. Even glader that the super detectives sniffed you out. I can rest assured that all shady behavior is investigated and acted on in such an effective manner

    #sportsrich
    #fantasysportsforall
    #imbeingsarcastic

  • tarheel66

    FANDUEL

  • SouthernShield

    I’d suggest you move the UPDATE to the top of the OP.

  • madmanjayWV

    @elementasrat said...

    This exact same thing happened to another RG user a few weeks ago. FD eventually found it to be an honest mistake and gave the dude his money.

    I missed this entire thread..swamped at WORK. GLAD he got his ship load of C-NOTES!!!

    Dumb ? — should FANDUEL (or any DFS site for that matter) ? not have the computer whereabouts/knowledge to inform users — HEY — u already got an ACCOUNT? I’m not really a computer guy, so forgive me if this was an asinine ?

  • madmanjayWV

    @SelfCharmer said...

    Glad you got your money back, and glad FD are trying to do right by there customers.

    More importantly, anyone who said they want an answer within 24 hours or anyone who thought the press should be involved (at this early stage) need to reconsider your position.

    You are more damaging to the “ecosystem” than any high roller, you want to go to the press with half the information without even letting FD investigate. These things aren’t going to be resolved within 1 hour of the original email. And if you expect a FD rep to come on this board and write anything you clearly have never worked for a major organisation, that person would need huge clearance to discuss anything specific on a board like this without losing their job.

    People need to give the DFS sites a reasonable amount of time to investigate and come to a solution, if the solution is unfair after a reasonable investigation then that is a different matter.

    #JustineSaccoFTW

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