Complaints

This profile includes complaints for Underdog Fantasy's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Underdog Fantasy

  150 Waterbury St Brooklyn, NY 11206-1616

• 

  Underdog Fantasy

  Private New York, NY 10001

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:01/29/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hi there- underdog has permanently banned my account. My wife and I have two separate accounts with ********************** and we have provided everything needed according to their policy to prove the accounts belonged to each other. We even sent selfie holding our IDs to prove that accounts belong to us individually. After submitting all proofs they didnt even warn us about not having two individual accounts and blocked both our accounts. No idea why they asked to submit proofs. When the accounts were permanently blocked we had balance in our accounts which was never paid. I made multiple attempts to reach out to them asking to reinstate my account to withdraw and also to unblock my account. We even offered to close one of the account and have only one account but i always received an arrogant single liner saying that my account will remain suspended.Can you please review this? We want our money in account at the time of blocking the accounts and also one of the account unblocked.

  Business Response

  Date: 02/04/2025

  The customer had previously received a warning for multi-accounting. Another multi-accounting violation was determined to have occurred and the account was closed due to the continued violations of our terms of use.

  Customer Answer

  Date: 02/05/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   Like i said previously, my wife and i have submitted proofs including IDs and photos with different names, SSNs, bank accounts to prove accounts belong to two separate individuals. So i am not violating any multi account policy this company has.
  No where in their terms and conditions it says a household should have only one account. Regardless of this, i have previously agreed to use only one account moving forward but this company still refuses to Unblock my account. I am high disappointed with their response and i wont accept this response from them.

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ******** *********
  
  
  
  
   
  

  Business Response

  Date: 02/16/2025

  The customer had previously received a warning for multi-accounting. Another multi-accounting violation was determined to have occurred and the account was closed due to the continued violations of our terms of use.

  Customer Answer

  Date: 02/17/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  I am high disappointed with their response and i wont accept this response from them. I have not violated any multi-accounting terms. They made us go through so many verification steps including our pictures and IDS and SSNs. We shared so much of our personal information, all for this automated robo response without any proper explanation. I want my account username: pchiguluri to be unblocked. 

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ******** *********
  
  
  
  
   
  

• Initial Complaint

  Date:01/29/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My Account was suspened after trying to withdraw my earnings and this never happened. My account name is JAHHAWK

  Business Response

  Date: 02/04/2025

  The customer's account was restricted by ********************** for use of multiple, third party payment sources and suspicious account activity. The customer has refused to provide requested documents despite requests from Underdog. The account will remain restricted until requested documents are provided and reviewed.

  Customer Answer

  Date: 02/05/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *** ****
  
  
  
  
   
  

• Initial Complaint

  Date:01/29/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I put money into Underdog and when I tried to withdraw 1/25/2025 and they decided to suspend my account. I lost access to about $200 and havent received a response since I messaged them today 1/26/2025. I assumed that maybe it was because it is Sunday, but I did my research and it has happened to a lot of individuals, which caused them to switch apps and claim that Underdog is a scam.

  Business Response

  Date: 02/05/2025

  The customer's account was flagged by ********************** for a potential violation of Underdog's multi-accounting policy.  Customers are only permitted to open and hold one Underdog account. Documentation was requested from the customer on their original account to confirm their identity, however the customer has not complied with the request. Once all of the requested documents have been provided, Underdog will conduct its review and notify the customer of a decision. At this time, the account remains restricted.

• Initial Complaint

  Date:01/28/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed a live bet for **** ******** Jan ******* with UNDERDOG FANTASY. They had him listed 11.5 points, i chose over bc UNDERDOG stated that he had 6 current points in the first quarter. I only picked it bc of them showing he had 6 points, the second quarter comes and they drop his points to 10.5, and 3 current points in the second half. I ONLY CHOSE RHIS BC UNDERDOG posted the fake 6 current points they are posting fake stats and blaming it on there third party app.I texted support and they told me that there third party app is inaccurate, so if its inaccurate why are the doing live bets im lost?

  Business Response

  Date: 02/05/2025

  The customer created an in-game Pick'em entry.  To settle entries, Underdog uses official league data available at the time of settlement. This entry was correctly settled as a loss based on official league data available at the time of settlement. Live stats displayed in-app are updated frequently, but may be slightly delayed as a result of the game still being active and therefore may differ from official league data that is used to settle entries.

• Initial Complaint

  Date:01/28/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been using underdog for a month now, just started consistently 2 weeks ago and I have had no issues until last night when I tried to withdraw $108 and it would not go through, I thought nothing of it because I received an email saying I will receive my funds in 2-3 days. I was able to put in a slip this morning and last night but when I try to put another one in now it is saying my account is under review. You guys also canceled my withdrawal. I yet again tried to withdraw my funds after my parlays hit for the morning and it was still not allowing me to saying my account is still under review. Why?

  Business Response

  Date: 02/05/2025

  The customer's account was flagged by **********************'s Fraud and Payments team for a potential violation of Underdog's multi-accounting policy. Customers are only permitted to open and hold one Underdog account. Documentation was requested from the customer on their original account to confirm their identity, however the customer has not complied with the request. Once all of the requested documents have been provided, Underdog Fantasy's Fraud and Payments team will conduct their review and notify the customer of their decision. At this time, the account remains restricted.

• Initial Complaint

  Date:01/28/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  2 days ago Underdog email me saying that i was suspended and i dont understand why i have won 40 last night also my name on underdog is ******** i tried texting them the other day to get my account back and they dont answer me and they closed my conversation if you guys can please help and try receiving my account back it would mean the world to me thank you.

  Business Response

  Date: 02/14/2025

  The customers account was restricted by *********************** Fraud and ******************* for multiple, denied third party deposit attempts, a violation of Underdog Fantasy's Terms of Use. Documents have been requested and must be provided before reinstatement.

• Initial Complaint

  Date:01/28/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hi, I've had an account with ********************** for a few months and have regularly deposited and withdrawn money. Nothing has changed in how I operate my account. Presently I have bets placed for between $500-$700. I can't confirm the exact amount because I am locked out of my account. ********************** sent me an email yesterday that I violated their terms of conditions but they have not been willing to specify which term I have violated. I do not believe I have violated any of their terms but they say their decision is final and will not be overturned, so they are just taking my money and not proving me any recourse. Clearly this can't be lawful. They must be required to notify me with the alleged violation and then ensure that it is in fact accurate or else this would permit them to steal my money. I am requesting your assistance, since they are not providing any assistance. I would like my money back. Thank you for your assistance and for not allowing a company to abuse its customers in this way.

  Business Response

  Date: 02/07/2025

  The customers account was flagged due to a shared deposit source with another Underdog account. After review, it was determined that the account holder had been previously funding an account before they were eligible to play on Underdog. Due to this violation of our terms of use, the account was closed and the company is currently processing a withdrawal of eligible winnings.

• Initial Complaint

  Date:01/28/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  So recently *** signed up with underdog fantasy and deposited money in there which is over like 150 USD id say. Recently when i started winnning more on the app and wanted to withdraw a lot of money they suspended my account for no reason. I've seen other reviews of people going through the same thing with underdog fantasy when they started winnning a good much and then try to withdraw and then the withdrawal gets blocked and they suspend the account for no reason please i would like thus complaint to help me to get my account reinstated because I have bets that are open right now that my hard earned money is on and I also have 110 USD in my account right now that they are holding for no reason. They are asking me to provide a US passport or ID and I live in ****** and i sent them my canadian drivers license already when I signed up and had the account verified so I want my account back because they banned me for no reason and I've seen so many people talk about the same thing im going through right now and i want access to my money and i want access to my account so i can continue playing on the app like normal because i did nothing wrong and they should be ashamed

  Business Response

  Date: 02/04/2025

  The customer's account was flagged after withdrawing to a third-party payment source, a violation of Underdog's terms of use. After a review was completed and a warning was issued, the account was reinstated.

• Initial Complaint

  Date:01/24/2025

  Type:Product Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received a $50 gimme pick promotion. I applied the token and reviewed the terms and conditions on when the token could be used. Submitted an entry with the token and after submitted and unable to cancel the token was removed. I reached out to support immediately and it took over 12 hours for a response. I was told my entry was not eligible but was never provided the terms and conditions showing the entry isn't eligible. I want the entry to be paid out as a winner or my fee refunded for the bait and switch tactics.

  Business Response

  Date: 02/04/2025

  The customer attempted to use a token on a selection that was not eligible to be used with that token promotion. At the time of entry submission, the token would not have been applied due to the ineligible selection.

  Customer Answer

  Date: 02/05/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   The site allowed for me to apply the token to the entry.  According to the terms and conditions a live entry is not ineligible, please provide the terms and conditions for this promotion.  The entry was submitted then token removed during submitting process.  With the token not applied the site would not allow me to cancel the lineup.

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ****** *******
  
  
  
  
   
  

  Business Response

  Date: 02/13/2025

  The customer attempted to use a token on a selection that was not eligible to be used with that token promotion. At the time of entry submission, the token would not have been applied due to the ineligible selection.
  

  Customer Answer

  Date: 02/17/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  Provide me the with Terms and Conditions for the promotion that show a live entry was not eligible.  A link to the terms and conditions.

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ****** *******
  
  
  
  
   
  

• Initial Complaint

  Date:01/24/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My username is ************** and recently, Underdog Fantasy suspended my account just as I was trying to withdraw money I had won. I followed all the rules and made sure everything was above board, but once I initiated the withdrawal process, they froze my account. To make matters worse, they then asked for a significant amount of very personal information, including documents I didn't feel comfortable sharing. What was particularly frustrating was that this request came after I had won the money, not at the beginning of the account creation or deposit process. It felt like an unnecessary hurdle, especially since I had been using the platform without issue prior to this. Now, I'm left in the dark, unable to access the funds I rightfully earned, all while being pressured to provide sensitive data I didnt feel safe sharing. Its been an incredibly frustrating experience, and I cant help but feel that my account was flagged for no valid reason other than trying to cash out my winnings.

  Business Response

  Date: 02/04/2025

  The customer was restricted for location jumping and potential use of a VPN, a violation of Underdog's Terms of Use.  Documents were requested to confirm the account holder's details and location.  The customer has not yet submitted the documents, but their withdrawal has since been processed.  The account will remain restricted until the requested documents are provided.