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Business Profile

Online Gaming

Underdog Fantasy

This business is NOT BBB Accredited.

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Complaints

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

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    Customer Complaints Summary

    • 415 total complaints in the last 3 years.
    • 271 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:01/23/2025

      Type:Product Issues
      Status:
      Answered
      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.
      The business suspended my account after I withdrew 150$ after I accidentally deposit the money and havent replied back after I verified my identity my user name on ********************** is ********

      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 this customer to confirm their identity, however, the customer has not fully 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:01/23/2025

      Type:Customer Service Issues
      Status:
      Answered
      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 made an underdog account, deposited 300$, received 450, placed my bets. I was then banned that night for absolutely no reason that I could tell. I reached out to customer support, asking for a reason. They told me my account was restricted. I then asked a second time for a reason using their complaint template as specified in their terms of use, and again I got the same response. Zero attempt has been made by them to resolve the issue. I would like to either be refunded my initial deposit or gain access to the account but ********************** will not give me even a reason as to why they did this.

      Business Response

      Date: 01/26/2025

      The customer's account was flagged by **********************'s Fraud & Payments team for hedging entries, which is a violation of Underdog's Terms of Use. The hedged entry winnings were forfeited, the initial deposit was refunded, and the customer was notified that the account has been closed.

    • Initial Complaint

      Date:01/22/2025

      Type:Product Issues
      Status:
      Answered
      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 won money on the gambling site and after withdrawaling my money, underdog fantasy sports has suspended my account and has asked for my photo ID, a picture of me holding my photo ID, a bank statement, and a ****** statement. Since uploading underdog fantasy sports has not responding and the chat support has not responded either.

      Business Response

      Date: 01/25/2025

      The customer's account was restricted due to use of a third-party business ****** account, a violation of Underdog's terms of use. Documents were requested and provided by the customer. A warning was issued, the account was unrestricted, and a withdrawal has since been processed.

    • Initial Complaint

      Date:01/22/2025

      Type:Billing Issues
      Status:
      Answered
      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.
      While betting on underdog I put up a $25 dollar bet to win 1500 I won and tried to withdraw money into my wifes ****** account not knowing that I have to use my own. The only issue is that I couldnt makes ****** account due to an existing account that I couldnt log into to delete the account no so I can then make my own I really enjoy using this betting app and fear that I may be permanently suspended for not knowing I had to use my own ****** account to withdraw. I will have access to my own ****** account in the next two days once the old unused account gets deleted. What should I do?

      Business Response

      Date: 01/24/2025

      The customer's account was restricted due to use of a third-party ****** account, a violation of Underdog's terms of use. Documents were requested and provided by the customer. A warning was issued, the account was unrestricted, and a withdrawal has since been processed.

    • Initial Complaint

      Date:01/22/2025

      Type:Order Issues
      Status:
      Answered
      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.
      01/18/2025 I won a total of 6 bets on underdog on this day. Once I won on me 6th bet I tried to withdraw some money because Im struggling right now. They proceed to send me a message saying my account is suspended and I have to do some verifications. Mind you all this time Ive been losing they never tried to suspend my account. All of a sudden I hit big all in one day and the threaten to suspend my account with no explanation. They dont have a number to call or anything I feel Im getting punished for winning. I need an explanation from them and my money I earned betting.

      Business Response

      Date: 01/26/2025

      The customer's account was restricted for using a third party ****** account, a violation of Underdog's terms of use, and potential violations of Underdog's policy against multiple accounts. Documents were requested, and provided by the customer. The customer was issued a warning and their account was reinstated. 

    • Initial Complaint

      Date:01/21/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 an account with ********************** for approximately 1.5 years. Over this time, I have made numerous deposits and withdrawals without issue. I recently received an email stating my account was temporarily suspended due to a routine security/identification check. In the meantime, I researched why they could be requesting additional verification, after having an account for a long period, and found it may be a violation if a deposit/withdrawl is made that does not match the account holder. I have used my sons account (with permission) to make deposits as well as mine. I was unaware of this and never attempted to circumvent the rules. They asked for both my sons and my drivers license along with bank statements. I provided all documentation requested. Over the past few days, my emails and chat request have been ignored. Verification of my identity should be instantaneous given the documentation provided. I have funds, earned legally they are not allowing access to. I have also asked what, if any, violation of rules were made. I am uncertain if using another account is truly a violation as this information comes from internet research. It appears Underdog has a history of disabling accounts and not communicating clearly or ignoring customers afterwords. Again, I have provided what they required and pursuing getting my account active. Thanks!

      Business Response

      Date: 01/25/2025

      The customer's account was flagged after a review was conducted as a result of multiple third-party deposit sources being used on the account, a violation of Underdog's terms of use.  Upon review, it was determined that one of the payment sources belonged to an individual that was not eligible play to Underdog at the time the deposit was made.  The deposit was sent back through ****** to the ineligible person, and the account was closed.

    • Initial Complaint

      Date:01/21/2025

      Type:Billing Issues
      Status:
      Answered
      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 name is ***** ***** ,I am from *****, I am 18 years old Recently, my account with ********************** was banned due to allegations of bonus manipulation. At the time of the ban, my account balance was $2,000, which I have been unable to access or withdraw. I believe this situation warrants further investigation and could potentially be resolved with legal intervention or guidance.The terms of use outlined by Underdog Fantasy, particularly regarding account bans and the forfeiture of funds, appear to give them significant discretion in these matters. However, I am uncertain about the enforceability of their policies in my specific case and whether I may have any recourse under applicable state or federal laws.I would greatly appreciate your professional insight into the following.

      Business Response

      Date: 01/25/2025

      The customer's account was flagged by **********************'s Fraud & Payments team for hedging entries, which is a violation of Underdog's Terms of Use. The hedged entry winnings were forfeited, the initial deposit was refunded, and the customer was notified that the account has been closed.

    • Initial Complaint

      Date:01/20/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      1/19/2025 I deposited $30 into my underdog account from ***** pay, the transaction went through on my end but on their end it shows no deposit or transaction history. when i contated customer support i was told they dont support my state which is a lie and i have been waiting to no avahil all day for a reply on my funds. I keep seeing an agent come online then disapear, I want all my funds returned and also extra for the loss of the bet i was going to make and cant anymore.

      Business Response

      Date: 01/24/2025

      The customer made a $30 deposit via Apple Pay, but due to an error with our payment processor, there was a delay in these funds being applied to the customer's account. The customer was informed of this, and given bonus funds as a courtesy for the inconvenience.  The original deposit officially posted to the customer's account the next day.

    • Initial Complaint

      Date:01/15/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      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 just suspended about over an hour ago on underdog fantasy sports and it was for no reason. I was just depositing $11 on there and suddenly my account was suspended Im unsure why this was done and want a proper reversal of this and to have my account unsuspended. I also have live bets on there and money on that account as well and if they suspend my account, then I dont receive my money back. I just wanted a resolution to getting my money back and for my account to be unsuspended.

      Customer Answer

      Date: 01/15/2025

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

      Sincerely,

      ***** ******



       

    • Initial Complaint

      Date:01/14/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 made a real money wager on a popular Pick em App known as Underdog. I placed a $10 dollar bet to be paid out as $30 if my wager won. My wager did win, but I was not paid out $30. I was instead paid $10 in real money and 20 dollars in Underdog bonus money. Underdog told me I agreed to these payout terms in their TOS, but I disagreed. I think those terms are against the rules of the *********************** board in my State. My desired resolution is to have Underdog transfer 20 dollars of my bonus funds to withdrawable cash. I spoke to a lead support manager named ***** and he refused to help me.

      Business Response

      Date: 01/22/2025

      The customer had a winning entry that contained a Special selection. As outlined in Underdog Fantasy's Rules, any winning entry containing a Special will be paid out partially in withdrawable funds and partially in bonus funds.

      Customer Answer

      Date: 01/22/2025

      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 think it is against the rules of the gaming control board to pay cash ****** in part cash and bonus funds. Regardless of what Underdog writes in their TOS!

       

       

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


      Sincerely,

      *********** ******




       

      Business Response

      Date: 01/30/2025

      The customer had a winning entry that contained a Special selection. As outlined in Underdog Fantasy's Rules, any winning entry containing a Special will be paid out partially in withdrawable funds and partially in bonus funds.

      Customer Answer

      Date: 01/31/2025

      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 still believe that cash ****** must be paid in cash per gaming rules. I think it is against the ********************* to pay cash ****** out in bonus funds. The company has still not provided any proof the are operating within the rules. I think Underdog is a scam company. They never paid me out in real money and subsequently have banned my account. I have to hire an attorney now.

       

       

       

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


      Sincerely,

      *********** ******




       

    Underdog Fantasy is NOT a BBB Accredited Business.

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