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:12/18/2024

  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.

  I essentially bet money, and using the underdog flex path. It basically said that I could make 3 choices, and if 2 were correct I would make x amount of money. However, when I got 2/3 correct, I did not get x amount of money. The problem was that the amount of money earned was based off of which of the 2/3 bets hit. Nowhere on the app does it say anything about that. It only says that if 2/3 hit, this is your excepted payout. I got maybe less than a 10th of the estimated across around 8 bets. As shown in the photo attached, it says you could earn anywhere from 5x to like 15x depending on whether 2 or 3 hit. However, if a certain two hit, you might actually win like .5 times and lose money. Nowhere is this explained or implied and it is very misleading.

  Business Response

  Date: 12/18/2024

  The customer had an incorrect selection from an entry that had a modified payout multiplier. When the selection lost, that multiplier no longer applied to the overall multiplier for the entry, as outlined in Underdog Fantasy's Rules. The payout was reduced to reflect the selections that were correct, and the customer was paid out accordingly.

• Initial Complaint

  Date:12/17/2024

  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 decided to download a new sports fantasy app that I found on social media to try it out. I signed up to Underdog Fantasy and received a promotion for a 50% deposit match. I then deposited $500 and received a bonus $250. I proceeded to wager all the money on a few different picks. I put my phone down to watch the game and when I saw my bets had won I checked the app to see how they were doing. I then received the message that the business had permanently blocked my account and refunded all the money I had put in. I had won over $1500 and yet they blocked my account and removed my bets so I would receive non of the money. I put in a help request and still have not heard from them hours later. They robbed me of what I won from using their app. I now cannot do anything on their app and when I try to check any of my previous bets or transactions or history it gives me a message saying my account has been permanently blocked.

  Business Response

  Date: 12/18/2024

  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:12/17/2024

  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.

  Yes I placed some bets with underdog fantasy and as soon I won and started withdrawing the money they suspended my account and that is not ok I sent them the information they need to unsuspend my account and they have not got back to me at all. My username on there is TRAIVON

  Business Response

  Date: 12/18/2024

  The customer's account was restricted due to using a ****** source that did not match the details associated with their account.  ********************************** of Use, customers must deposit and withdraw with payment sources that match the details associated with their account.  ********************** 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.

• Initial Complaint

  Date:12/17/2024

  Type:Order 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.

  Paid money was not sent back

  Business Response

  Date: 12/18/2024

  The customer made one deposit of $10.00 in May 2023.  This was refunded the same day the deposit was made.

• Initial Complaint

  Date:12/17/2024

  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.

  Underdog sports betting app has recently suspended my account and refuse to reinstate my account stating that the responsible gaming team decided to suspend my account permanently staring they didnt like my tone with support staff on 2 prior occasions. however I believe the reason they suspended my account is because of the 9 contests that i won and I should be entering the week 15 playoffs. Underdog suspended my account after the Monday Night Football game in Week 14. the end of the Monday Night game also was the final game in the underdog *** regular season for the people that chose to be in season long contests where the draft for these teams took place before the *** season started. the teams drafted were the teams we would have for the 14 week regular season with know changes allowed to rosters. no money prizes paid out until the end of week 14. rhe only money prize winners would be those that finished 1st or 2nd over the 14 week season. the top 2 teams would get a cash prize and move forward into the playoffs which start week 15. in the contests I entered prior to the season starting, 9 of my teams finished 1st or 2nd. one entry was a $50 entry in the "**** **** contest which i finished 1st. and that prize is $65, but also move forward into the week 15 playoffs with a chance to win $50000 if you finish 1st or 2nd out of an 8 team contest in the week 15 playoff game, you recieve a higher cash prize and move on to week ************************************************* second place you move on to the week 17 final where a first place finish pays $50000. this is top $ contest. however there is 8 more contests where I am in the week 15 playoffs with potential to win the week 17 final where the top prize is $5000, $10000, and i believe $20000. The problem is after week 14 ended Underdog suspended my account and havent acknowledged my week 14 winnings and now that i cant access my account i cant monitor my playoffs. potential to win over $50000 and they ended me

  Business Response

  Date: 12/18/2024

  The customer was previously warned that continued offensive language towards Underdog personnel would result in account suspension or permanent removal from the platform.  The customer continued to use offensive language towards Underdog personnel, resulting in a one year account restriction.  The customer was sent their remaining funds.  Any future winnings accumulated from active contests will be sent to the customer.

• Initial Complaint

  Date:12/17/2024

  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.

  They suspended my account with my last $20 on there. I explained to them that I really need my account back. I have not yet received a response and its been hours. Ive read reviews where they will not respond back to people.

  Business Response

  Date: 12/18/2024

  The customer's account was restricted due to a review conducted to ensure the customer was playing responsibly and within their financial means. As the customer has not provided the requested documentation, the account will remain restricted.  The customer withdrew their remaining balance.

• Initial Complaint

  Date:12/05/2024

  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.

  December 1st of this year I won Just under $900 (US) with underdog fantasy. I have used this site for over a year if not 2 years. I have deposited many times and also withdrawn money many times. After winning I attempted to withdraw $715 (US). Typycally it takes exactly 12 hours for me to recieve. This time it told me by email the payment was being "reviewed" and I would recieve an additional email when confirmed/approved.I recieved said email Dec 2 @5:56 pm stating the funds have been sent to ****** (my choice method for payment) and will be recieved to me within 24 hours.After 24 hours past, I messaged ******. They advised me they have 0 onformation at all and asked for a confirmation number. I brought this to underdog fantasy in which case they blames ****** and said its their fault. I asked them for the confirmation number, then they proceded to suspend my account with 0 explanation. Then miracously the somehow cancelled to transaction for my withdraw even though they said it was processed. Which is seemingly a lie. THey then prompted me with a variety of steps to "validate" my account. Even though my account is already validated as I have done these steps already. Once I completed the steps and submitted, they have essentially ghosted me. Did not answer me again all day yesterday, the chat for customer service left 11 messages unansered then just left the chat the following day without saying a word. Still no explanation and my account is still suspended, with me not being able to access my funds.

  Business Response

  Date: 12/25/2024

  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. Upon review of the submitted documents, it was determined that the customer was using a business ****** account which is not permitted on Underdog Fantasy. The customer was issued a warning and asked to only use a personal ****** account going forward. The account was reinstated and the subsequent withdrawal requests have been processed.

• Initial Complaint

  Date:12/03/2024

  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.

  Established and verified my account with them in April of 2023. One and a half years later, on November 23, 2024, I make a standard deposit from my ****** account in the amount of $125 US dollars. The amount is credited into the Underdog Sports app, but immediately I realize that my account was mysteriously restricted right as I made the deposit, meaning that my funds are not usable. I requested a refund and had that rejected. I reached out to support to find out why, but got no assistance. Just an automated chat robot that resulted in never getting a response.I am trying to figure out why Underdog *********** accepted a deposit from me, if there was a restriction on my account? They should immediately stop accepting deposits and transactions if there is a problem that needs to be resolved. Instead, they seemingly have accepted the deposit and now are trying to run off with the money like a bandit instead of processing a refund and contacting their players about any account-related ********* desired outcome is a full-refund, as I feel that I am entitled to it.

  Business Response

  Date: 12/19/2024

  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 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:11/20/2024

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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 sports wager before the wager had completed the payout was manipulated. The original wager was $5 for 5 legged parlay for (250x) which was flexed, meaning if I got 4 out of 5 I would still win (41x). But after the match was done they paid out (29x). Now when I placed the wager there was nothing saying that these are potential winning, and the screen had very direct language, implying those were ACTUAL payouts and not POTENTIAL its literally a difference of $50 and they refuse to pay it, if I cant get help from you I plan on starting a false advertisement lawsuit.

• Initial Complaint

  Date:11/19/2024

  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.

  I have an underdog sports betting account and one day when I tried to withdraw my money they said my account is suspended. So I contact their support and they ask me to send them some documents, so I do. Then they say it checks out and my account is unblocked so I go check and its still suspended. I go to email them again and they stop responding to the emails.

  Business Response

  Date: 11/21/2024

  The customer's ********************** account was restricted due to using a ****** source that did not match the details associated with their account.  ********************************** 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.