How to Contact FanDuel Customer Service — Practical, Expert Guidance

Primary contact channels and expected response times

FanDuel’s customer support is routed primarily through the in-app and web Help Center. For most users the fastest option is the live chat widget inside the FanDuel app (iOS/Android) or at help.fanduel.com — live chat is staffed 24 hours a day, 7 days a week and typically places you with an agent within 1–10 minutes for routine questions. If your issue is documentation or verification, expect the initial chat or message exchange to be immediate and a final resolution within 24–72 hours after you submit required files.

Email and ticketed requests (initiated through the Help Center “Contact Us” flow) are used for non-urgent or documentation-heavy matters; standard queue times are 24–72 business hours depending on volume. Withdrawals, third-party payment method reviews, and complex investigations often extend processing: typical withdrawal timelines are 1–7 business days depending on method (instant/express methods can be under 24 hours; ACH/DEBIT cards commonly 2–5 business days).

How to start a support request — exact steps

Follow these step-by-step actions to open a properly formatted support case that minimizes back-and-forth: (1) Open the FanDuel app and tap Menu → Help → Contact Us → Live Chat (or visit help.fanduel.com and choose “Contact Us”); (2) When the chat opens, state the issue in one sentence, then paste the supporting identifiers described below; (3) If asked to upload documents, use JPEG/PNG/PDF files under 10 MB and name them clearly (e.g., “ID_DriverLicense_JohnDoe.jpg”).

If you prefer asynchronous contact, use the Help Center contact form; include the same identifiers and attach files. Save the support ticket/reference number provided by the agent — this is the single most valuable piece of data for any escalation or regulator complaint. If the agent offers a case ID, write it down immediately (example format often shown as “Case #1234567”).

What to prepare before contacting — documents and data that speed resolution

Having the right documents and account information ready reduces resolution time dramatically. Do not send screenshots of blurred or partial documents — full, clear images are required for KYC verification. Typical uploads trigger a review that takes 24–48 hours once high-quality files are received.

• Account identifiers: username/email, last 4 of SSN (US customers), date of birth, and the exact email tied to the FanDuel account.
• Transaction/Bet evidence: date/time of wager, stake amount, bet reference ID (copy/paste from bet receipt), and transaction IDs for deposits/withdrawals.
• Identity & address: government-issued photo ID (driver’s license or passport), a selfie (matching the ID), and a proof-of-address dated within 90 days (utility bill or bank statement).

Common problems and step-by-step remedies

Deposits fail: If a deposit is declined, first confirm the payment method (Visa/Mastercard, ACH, PayPal, PayNearMe). Check the card limits and bank alerts — most payment declines are due to bank blocks or card limits. If the bank confirms no block, attach the deposit attempt screenshot and the transaction attempt ID to your support chat; FanDuel support will reconcile transaction logs within 24–48 hours.

Withdrawals delayed or held: Standard reasons for holds are unresolved KYC, address mismatch, or an account security review. If asked for documents, respond promptly and upload files with filenames and timestamps. Once documents are approved, most withdrawals clear in 1–5 business days; express methods may be under 24 hours. Keep copies of the support case ID and the withdrawal transaction ID for follow-up.

Escalation, regulators and dispute resolution

If you cannot resolve an account or payment dispute through FanDuel support after two full business days and two contact attempts, request an escalation within the Help Center (ask for a “supervisor review” and record the escalation ID). Agents can escalate internally; note the name, time, and case ID of each escalation for records.

• Regulatory complaints: For unresolved disputes you can file a complaint with your state’s gaming regulator. Include your FanDuel account email, case IDs, dates, and copies of all support correspondence. Examples of common regulators include the New Jersey Division of Gaming Enforcement and the Pennsylvania Gaming Control Board — search “[State name] gaming regulator” to find the official complaint portal and submission requirements.
• Chargebacks and payment disputes: If a bank initiates a chargeback, notify FanDuel immediately, provide the bank’s dispute ID, and deliver the support case ID to the bank — coordination between the operator and issuer is necessary to resolve evidence submissions within the bank’s 30–45 day dispute window.

Best practices, response templates, and what agents look for

Best practice is to be concise, factual, and chronological in all messages. Start with the one-line summary, then a short bullet list of key evidence (date/time, amounts, IDs). Agents prioritize: (1) identity verification, (2) transaction reference, (3) clear evidence of the problem. Avoid emotional language — state facts and attach files.

Sample opening message you can paste into chat: “Account: [email protected]. Issue: withdrawal pending since 2025-08-20, withdrawal ID W123456789, amount $1,250 (ACH). Uploaded: driver’s license + utility bill (2025-08-18). Please confirm required next steps and provide an escalation ID if unresolved.” That single message structure gives the agent everything they need to act quickly.

How do I report an issue on FanDuel?

If you are not satisfied with how we respond to your question or complaint, please raise a dispute with us by providing full written details of your grievance to us via email at [email protected] for Casino-related disputes or [email protected] for Sportsbook-related disputes.

Can you chat with people on FanDuel?

With Friends Mode Chat, you can send messages to your entire Friends Mode league — right from the FanDuel app.

Does FanDuel reply to emails?

Email. Drop us an email and we’ll get back to you within 24 hours.

How do I get my FanDuel account back?

We want to help you get back into the game and we’re here to help. If your account was closed, you believe you are suspended or locked out, or you opted in to self-exclusion, our Customer Support Team will need to help you out. Select “Live Chat” at the bottom-right of this screen to get answers from our agents.

How do I connect to FanDuel?

If you have a TV provider, please follow the directions below.

1. Open the FanDuel Sports Network app on your device.
2. Select “Sign In”
3. Highlight and select “Connect TV Provider”
4. Enter the code displayed on your device.
5. Sign in using your FanDuel Sports Network account email.
6. Select your TV provider.

How do I speak with someone at FanDuel?

Send us a DM on Twitter at our support handle @FanDuel_Support, or a private message on Facebook. The team is available from 8:00AM-12:00AM ET every day, and aims to respond to all messages within an hour.