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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:01/09/2025

      Type:Sales and Advertising 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 deposited $2000 into Underdog Sports for the promotion program. I felt like I was getting addicted so I told them that I wanted my money back. I had only spent $500 of the $3000 ($2000 initial deposit and $1000 bonus from the promotion). I was trying to do the right thing. They shut down my account and are only offering me $400, so they are stealing $1600 from me. I want my money back because I didnt win anything and I didnt spend anything! I was just trying to police myself and I got my money stolen.

      Business Response

      Date: 01/09/2025

      The customer made a $2,000 deposit and received an additional $1,000 in bonus funds per Underdog's deposit match promotion. The customer played through $835 in funds before writing in stating they felt they were becoming addicted, and requesting to withdraw the remaining funds.
      Per Underdog's established procedures, only $1,165 (the remaining amount of the original deposit, less the $1,000 in awarded bonus funds) was eligible for a refund. This was explained to the customer, and the refund was offered. The customer agreed to the refund, which is currently in progress. The customer's account will be closed once completed.

    • Initial Complaint

      Date:01/08/2025

      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 just got banned off the app and I deposited about $150 in there 2 days ago and was about to withdraw about $90 and my stuff wouldnt process, saying my account got banned. My username on the app is OyinTradez, Ive reached out to support but I am not getting any response

      Business Response

      Date: 01/09/2025

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

    • Initial Complaint

      Date:01/07/2025

      Type:Sales and Advertising 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 says suspended I cant login or anything reached out with chat support online and email still no response i reached out to ask what the issues was they stated I had too many cancelled withdrawal's. I was placed on a responsible gaming review and was asked if I was aware of the withdrawal processing times I advised them I reviewed the article they sent stating withdrawal time frames reviewing the policy and apologized for this issue still have not got a response I have $300 pending as a withdrawal and cannot receive it til my account is un restricted

      Customer Answer

      Date: 01/07/2025

      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:01/03/2025

      Type:Billing 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.
      Hello I was somehow blocked after I won these games totalling $4,417.50. I need to be paid. You cancelled my account before paying me or letting me cash out, which is illegal. I am formally asking to me paid immediately for the amount I won tonight.See below.

      Customer Answer

      Date: 01/07/2025

      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:01/03/2025

      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.
      Underdog fantasy is not allowing me to receive my money after I won big last night I win previous and it was no issues same email and account now that I wont big Im having issue with getting my money thats owe to me please help me

      Business Response

      Date: 01/09/2025

      The customer's account was flagged by **********************'s Fraud and Payments team for using a ****** source that did not match the details on the account, a violation of Underdog's terms of service. Documentation was requested from the customer to confirm their identity and ownership of payment sources. Upon review of the submitted documents, the customer was asked to explain the discrepancy between their account name and ****** name. Customer was not able to provide an adequate explanation so their recent deposit was refunded and the account was closed.

    • Initial Complaint

      Date:01/02/2025

      Type:Sales and Advertising 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 successfully used underdog for the past month without issue placing bets or withdrawing money, except today without any warning after 2 bets were close to hitting my account was closed due to a business decision despite me NEVER having broken terms of service. I have ONLY used my bank account to withdraw funds, i have submitted all needed documents, NEVER created a second account, yet the moment the company feels theyve made enough money from me and im about to win, Im permanently banned with no explanation. the reason being for their lack of explanation is that there is none. this company is simply fraudulent.

      Business Response

      Date: 01/08/2025

      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 fully 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. In the meantime, Underdog Fantasy has refunded the deposits on the account.

    • Initial Complaint

      Date:01/02/2025

      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.
      Ive been conspiring underdog for a little over a month now but on December 28th I tried logging into Underdog and got met with a message that said my account was locked due to previous log in attempts. I havent tried to access my account all day so I went through the process and reset my password. When I finished and typed in my new password the message that they permanently terminated my account popped up. Im confused as to why because just previously I ordered a withdrawal for $518.75 on the 26th at 1:14 am and another withdrawal order of $514 on the 27th at 12:53am. Ive also havent received any of that money or any contact from them since Ive been terminated. Im confused to as to why Ive been banned and why is my money(that usually is instant) taking so long to deposit

      Business Response

      Date: 01/09/2025

      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 fully 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 has been closed and winnings were forfeited.

    • Initial Complaint

      Date:12/26/2024

      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.
      On the Morning of November, 23rd, I check my underdog fantasy account and I see that I had won money from a parlay, I try withdrawing and I am unable to, my account is suspended. I am given no reason why it is suspended, but it is asking me to email them a list of bank statements, ****** statements, a picture of my ID, and a picture of me. I had sent them all of this information to their support email, and they have not responded at all and my account is still suspended and keeping me from withdrawing the money I had fairly earned. They suspended my account and are keeping it suspended for no justifiable reason, just because I had earned money fairly and legally in their app and they are preventing me from withdrawing the money. I have sent all of the information they asked for and they did not respond nor un suspend my account. On the support chat page on the app, they end the conversation preventing me from asking any more questions.

      Business Response

      Date: 01/03/2025

      The customer's account was flagged by **********************'s Fraud and Payments team for using a ****** source that did not match the details on the account. Documentation was requested from the customer to confirm their identity and ownership of payment sources, however the customer has not fully 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.

    • Initial Complaint

      Date:12/23/2024

      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 wasnt aware that if one account went down I wasnt able to create another. Underdogs waited months until I had a big win not to pay me out. Then they banned me after sending all the info they needed and kept the funds. If they are gonna revoke my winnings then I should get a refund of all the money I spent that they didnt say anything about until I won

      Business Response

      Date: 01/03/2025

      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.  The customer's original account was closed due to Responsible Gaming concerns. Due to these violations, the account has been closed and remaining funds were forfeited.

    • Initial Complaint

      Date:12/19/2024

      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.
      Hello my name is ******* ******** Ive been placing my bets on underdog for a week now I had made some money off of my bets i currently have ****** with draw able I went to withdraw my funds and yall suspended my account for no reason my account name is ************ I sent the 3 verification details yall asked for please un suspend my account they sent me this email Hey *******,We are contacting you regarding your Underdog Fantasy account.Your account is currently suspended while undergoing a standard security review, and we need to verify some of your account information. Be advised that any pending withdrawal requests have been cancelled.Please respond to this email and send us the following documentation for further review:A clear color copy of your valid *************** issued photo ID, drivers license, or U.S. passport.A photograph of you holding your identification (in your hand, close to your face). This ID must be legible and the same document that you have sent to us.A PDF copy of your most recent bank statement (no older than 60 days) of the account ending in **** displaying your full name, address, date. I then provided all the information and now they wont respond to any of my messages please help !

      Business Response

      Date: 12/25/2024

      The customer's ********************** account was restricted due to using a payment source that did not match the details associated with their account. Per **********************'s Terms of Use, customers must deposit and withdraw with payment sources that match the details associated with their accounts. ********************** sent a request for documentation to the customer to verify the payment sources. Upon review of submitted documents, the customer was issued a warning, and their account was reinstated.

    Underdog Fantasy is NOT a BBB Accredited Business.

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