FanDuel is shedding more light on its efforts to protect customers from problem gambling. The sportsbook recently disclosed that it conducted 58,000 manual responsible gaming reviews over the past year, using technology and trained employees to identify potentially risky behavior. The figure was included on FanDuel’s Fast Facts page, which also provides information about customer spending habits and identity verification. The disclosure comes as lawmakers continue to question the FanDuel’s treatment of VIP users.
FanDuel uses machine learning to flag activity that could indicate problem gambling. Warning signs include unusual deposits, extended betting sessions, attempts to recover losses, and concerning interactions with customer service representatives.
Once an account is flagged, trained employees review the activity to determine whether intervention is necessary. Depending on the circumstances, FanDuel can contact the customer, impose mandatory betting limits, temporarily suspend the account, or permanently prevent the user from gambling on its platform.
The 58,000 reviews offer a glimpse into how much monitoring takes place behind the scenes. FanDuel also reported blocking approximately one million account creation attempts because users couldn’t complete identity verification.
The company has introduced other measures to help customers recognize changes in their gambling habits. Last year, FanDuel launched its Real-Time Check-In tool, which alerts users when their deposit activity differs significantly from their usual patterns.
FanDuel also released figures about how customers use its sportsbook. The company says its median wager is $5, while the average Same Game Parlay bet is $14. Approximately 90% of Same Game Parlays involve wagers of $30 or less.
These numbers align with FanDuel’s previous research into American sports betting habits. The findings suggest that most users place relatively small wagers rather than regularly betting large amounts.
However, smaller wagers don’t necessarily mean customers are spending less overall. Someone placing multiple $5 bets throughout a game could still accumulate significant losses, making betting frequency and deposit activity important factors when identifying problem gambling.
FanDuel also works with Kindbridge Behavioral Health to provide mental health resources for customers experiencing problem gambling. The partnership gives FanDuel another way to intervene when its monitoring system identifies concerning activity.
In August, FanDuel expanded its Kindbridge partnership, adding services that include mental health assessments and early-intervention programs. These resources are intended to help users who may need additional support beyond traditional deposit limits and self-exclusion tools.
FanDuel’s disclosure comes as Democratic lawmakers scrutinize its treatment of high-value customers. Sen. Richard Blumenthal and Reps. Paul Tonko and Valerie Foushee have questioned whether the company’s VIP program encourages excessive gambling among vulnerable bettors.
In October, Blumenthal sought additional information about personalized celebrity videos sent to VIP users. Lawmakers have also raised concerns about how these bettors are selected and whether the operator’s responsible gaming safeguards adequately protect them.
FanDuel has defended the videos as a way to recognize loyal users rather than encourage additional betting. The latest disclosure provides more transparency about how FanDuel identifies potentially problem gambling.
