FanDuel Sportsbook Users in Illinois Experience Account Balance Issues After Scheduled Maintenance
Photo Illustration by Pavlo Gonchar/SOPA Images/LightRocket via Getty Images. Pictured: FanDuel logo
Users of FanDuel Sportsbook in Illinois on Thurdsday found errors with their account balances while others remained locked out of their accounts after the company experienced issues following a “period of planned maintenance.”
The maintenance was scheduled to be completed by 7:30 a.m. ET on Thursday, but the company released a statement at 9:45 a.m. that issues were still happening.
“Our team is actively working to resolve some discrepancies found after our scheduled maintenance,” FanDuel said from its Twitter account. “We’re working to insure everything is accurate, and expect our Sportsbook to be back up again shortly. Thanks for your patience, and follow this thread for all future updates.”
No public updates were released until a tweet at 5:51 p.m. ET on Thursday, when the company announced accounts were back while some were still dealing with inconsistencies.
“We had a scheduled maintenance early this morning in Illinois and we have been working to resolve some discrepancies found after that scheduled maintenance,” A FanDuel spokesperson told Action Network. “All impacted customers have been contacted via email and we are helping them directly to fix any issues with their account.”
Impacted customers were given private emails from customer support. One email reviewed by the Action Network said the following:
Dear Valued FanDuel User,
After scheduled maintenance, some Illinois users’ accounts are reflecting inaccurate account balances.
We identified your account as one affected by this incident and are working diligently to rectify this issue. In order to effectively resolve the issue, your account will be unavailable during this time. We do apologize for this inconvenience.
We will be sure to follow up with updates pertaining to the status of this resolution as soon as possible.
We appreciate your patience and understanding at this time. Thank you for choosing FanDuel!
Accounts reviewed by the Action Network revealed balances missing up to $6,000. Others had extra money in the account up to $400.
As customers ask for a sign of goodwill from the sportsbook for the inconveniences, messages from FanDuel’s customer service reviewed by Action Network said no decision has been made on individual credit.
“Our management team is currently reviewing the possibility of applying credits to affected users. If a decision is made to give customer credits, you will be notified by the marketing tea via email or your message inbox via the app,” the message read.
As of Saturday morning, not all accounts were back up and running. While it’s believed the majority of accounts are back and functioning, some users are still expressing discontent that their accounts are either still suspended or dealing with incorrect accounts.
Update IL Users: We understand that a number of users are still unable to login. We have contacted those users by email, and we are continuing to work towards properly restoring their accounts. We will continue to provide updates directly to those users via email.
— FD Customer Support (@FanDuel_Support) July 22, 2022
Free bets began going out to FanDuel users on Friday. Those free bets varied in size. The Action Network reviewed accounts that received up to $350 in free bets, although $20 and $50 were more common.
In one instance, a user with six-figures in his or her account was still missing more than $5,000 due to a balance error the company is trying to fix. That user was sent an email and free bet.
The email read, in part:
“We’ve identified that you were potentially impacted by a recent service issue. To make up for it, we’ve given you $5 in Free Bets, which are now in your account and available for use!”
That user was still waiting for the missing balance to be resolved.