FanDuel has defended the safeguards surrounding its VIP program after three US lawmakers raised concerns over whether personalized rewards and dedicated account managers can worsen gambling-related harm among high-spending customers.
The dispute centers on FanDuel customer Terry Thompson, who received a personalized video featuring Philadelphia Phillies star Bryce Harper. The message was arranged through Thompson’s VIP host and delivered around Thanksgiving 2024.
Harper later said he had not understood that the recording would be used as part of a sportsbook VIP relationship involving a customer experiencing gambling problems.
Lawmakers Question FanDuel’s VIP Practices
According to lawmakers, Thompson wagered approximately $18.5 million with FanDuel and lost more than $1.5 million. They said his gambling contributed to severe financial consequences, including multiple mortgages being taken against his home and the sale of business interests.
Thompson has since pursued legal action against FanDuel and other betting operators, alleging harmful conduct connected with his gambling activity.
Senator Richard Blumenthal and Representatives Paul Tonko and Valerie Foushee subsequently challenged FanDuel over the case. They also contacted Major League Baseball and the MLB Players Association regarding the use of professional athletes in personalized sportsbook promotions.
The lawmakers have argued that VIP relationships can become particularly risky when account managers maintain close contact with customers already displaying signs of harmful gambling.
FanDuel Says VIP Players Face Extra Checks
FanDuel rejected the suggestion that VIP customers receive weaker protections.
In an August 14 response from senior vice president of public policy and sustainability Cory Fox, the company said responsible gaming standards apply to all customers, while prospective VIP members undergo additional reviews before entering the program.
Those assessments include a customer’s responsible gaming history, fraud records, chargebacks and previous participation in VIP programs.
FanDuel also said its VIP account managers receive additional responsible gaming training and have access to accelerated internal escalation procedures when concerning behavior is identified.
The operator maintains that VIP managers receive salaries and that their compensation is not linked to an individual customer’s betting volume, losses or overall gambling results.
Monitoring Designed to Identify Risk
FanDuel said its responsible gaming team monitors several behavioral indicators that could signal gambling-related harm.
These include changes in deposits and withdrawals, increases in wager sizes, cancelled withdrawals and customer communications that may suggest financial or emotional distress.
Customers who disclose a gambling addiction or gambling problem are permanently excluded from FanDuel products. Players who activate a timeout or self-exclusion period are also removed from VIP activity.
The company additionally offers responsible gaming features including My Spend, deposit and spending controls, timeouts and self-exclusion.
FanDuel launched its broader Play with a Plan initiative in January 2026 to encourage customers to use responsible gaming tools proactively rather than only after problems emerge. The company has previously reported a 41% year-on-year increase in the use of such features.
VIP Programs Face Wider Industry Scrutiny
Concerns over VIP betting programs are not limited to FanDuel.
The Responsible Online Gaming Association, which includes FanDuel among its founding members, introduced recommended VIP safeguards in 2025. The framework covers behavioral monitoring, specialist employee training, escalation procedures and restrictions on promotional activity involving self-excluded customers.
FanDuel says it currently operates licensed sportsbooks across 26 US jurisdictions.
The operator also pointed to spending by parent company Flutter Entertainment on gambling safeguards, stating that the group invested $158 million in responsible gaming initiatives over the previous year.
The company’s response comes as US lawmakers continue examining whether VIP programs can operate safely when they involve customers who wager significant sums and receive personalized attention from sportsbook representatives.