Thousands of FanDuel customers have been locked out of their accounts for more than 48 hours after the operator attempted to merge DFS, sportsbook and casino accounts in New Jersey and Pennsylvania.
FanDuel fantasy customers first started reporting issues with the site on August 14 but it was up and running again by August 15. Any customers who lost money because of the downtime were reimbursed.
Then on Sunday, August 16, FanDuel warned its NJ and PA sportsbooks would be out of action for “12-15 hours” as it performed “platform upgrades.” However, three days later, some customers are still unable to log in to their accounts.
An update for @FanDuel fantasy customers: pic.twitter.com/rkkLixTT3R
— FD Customer Support (@FanDuel_Support) August 17, 2020
What’s not working at FanDuel?
Customers have reported a variety of issues, including:
- Inability to sign in
- Balances wiped to zero
- Failed location checks despite being in NJ/PA
- Deleted account history
- Unable to deposit
The outage comes at an inopportune time as the NBA postseason kicked off Monday.
However, a FanDuel spokesperson said the work had been going on behind the scenes for months, but ran into problems in the final stages over the weekend.
“An upgrade like this takes months to prepare, our engineering teams have worked tirelessly to get ready for Sunday/Monday and unfortunately we ran into issues that prolonged the outage,” said FanDuel’s publicity director Kevin Hennessey.
The operator successfully completed similar account combinations in West Virginia and Indiana earlier this year. And it’s possible the extra load put on the platform by NBA playoff traffic helped cause the issues.
Some customers have also not heard back support staff thanks to the massive volume of complaints.
What was meant to happen?
“We were migrating our account and wallet functions, so customers would have single logins and one wallet in PA and NJ for their fantasy, sportsbook and casino accounts,” Hennessey explained.
“The user experience of our platforms have been significantly improved for customers that choose to play on multiple products. It will also give them a single view of their balances, transactions history and game play.
FanDuel problems should be fixed “very soon”
Hennessy declined to share how many accounts were affected. However, he said once users fully verified their newly merged accounts, correct details would be shown.
“We expect to fully verify and update the account interface of users affected in this manner very soon,” he added.
If there’s any silver lining for FanDuel, favorites across NBA, MLB and NHL went 20-1 on Monday, giving rival books a bath. Timing is everything, they say.