Misleading promo and poor unreliable support
Fanatics Sportsbook sent me a $100 FanCash Drive promo email that did not clearly state any new-user restriction. Before participating, I contacted support and agent “Nic” confirmed I was eligible and instructed me to complete the three requirements for manual credit. I also told him I could not opt in, and he said he would note that I completed everything. Relying on that confirmation, I completed all requirements within 14 days: • Deposited $50. • Bet $10 five times. • Placed a $25 SGP. After that, I was denied by agents Kermit (email) and Elizabeth (chat). Neither cited any applicable terms, provided a written denial when I requested one, nor acknowledged the prior agent’s confirmation. During the chat, Elizabeth eventually acknowledged that the first agent had made a mistake, but then abruptly closed the conversation without resolving anything. I was unable to attach screenshots here, but I do have records of the promo email, support chat, email denial, and filed complaints. I filed BBB complaint ID 24867161 and am filing a West Virginia regulator complaint next. This feels like a pattern of agent misinformation, broken promises, and poor customer service. I genuinely like the brand, but this experience was unacceptable, and I would not trust their promotional offers or what their support tells you. Updated may 22 1158 am est in response to Courtney comment Thanks, I’ve already filed complaints, opened several tickets, and followed up multiple times, but I’m still waiting on a real resolution. This hasn’t been fixed, so I need the next step or the right Update May 29, 2026 — Fanatics did the right thing which I appreciate they went ahead and honored my promo, and I appreciate that they honored it too after all the obstacles I went through. Other than that situation, I’ve never had a problem with Fanatics. They’re solid all around, and there are plenty of ways to take advantage of the promos that they have to offer. That’s why I changed my rating from one star to four.