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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:11/19/2024

      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.
      One Nov 12, 2024 at 6:30PM(**) I made my first and only card deposit on underdog fantasy of $250. For this I was given a $125 bonus. After I checked my *** bank account to see that I was charged $358 on the same day from underdog. I was charged $108 more than I should have been.

      Business Response

      Date: 11/21/2024

      The customer is Canadian and all transactions on Underdog Fantasy are in United States Dollars (USD). The customer was charged the CAD equivalent of their chosen deposit in USD.

    • Initial Complaint

      Date:11/19/2024

      Type:Customer Service 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 randomly blocked today after requesting a withdrawal of $2444 USD.I deposited $1350 USD yesterday and won a bet, now they have blocked my account for violation of TOS.I only have one account, and I use my ****** registered to my name to deposit. A week ago I was informed to not use a card that is under my mothers name (although I am an authorized user and this is a joint bank account) I said that was fine and I have been depositing with my ****** with no issues since. Now, there is no means of contact and my account is blocked. They have taken the money I have deposited and won. I have not broken any TOS and they refuse to respond in the support messages and email. I will escalate this situation to the gaming commission and I will also reach out to my lawyer for litigations. More over, I have deposited over $4000 over the last two years and never had an issues. But if they are going to withhold my winnings, I will have no choice but to begin the dispute process of all payments dating back to last year. Including the $2000+ I have deposited over the span of the last few weeks. This is absurd as I do not know what I did wrong but they just closed my account with all my money on it. I have been following all rules.

      Customer Answer

      Date: 11/21/2024

      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:11/19/2024

      Type:Billing Issues
      Status:
      Unanswered
      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 them for about a month now and I have been collecting referrals it states if you invite somebody to join you will get $25 worth for credit and they did not provide me with that credit when I hit Underdog customer service team they told me that They can only give me $10 courtesy credit because I never put the code in to receive the $25 which I did not see when my mother signed up so when I wrote them and told them about that situation, my account got suspended for no reason I have been contacting them since the morning and it is 5 oclock pm they have not been contacting me back in a timely matter. I have hit them numerous times about this situation, but Im not a big fan of me depositing $16 and then my account getting suspended I need answers to whats going on

    • Initial Complaint

      Date:11/19/2024

      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.
      Over a few weeks I have deposited money to underdog fantasy app and I have won a couple bets. I had to do a verification to deposit and withdraw $50,$500 dollars. When I went to withdraw $1,000 they banned me and kept my money they refused to allow me to withdraw my deposits and earnings. So I deposited money I have no access to and cannot get out. I feel as if this is fraudulent they have done this to a lot of people and its not fair.

      Business Response

      Date: 11/23/2024

      The customer's original account was restricted on October 30, 2023 by Underdog's Responsible Gaming team.  The customer has since created two additional accounts to circumvent this restriction, which is a violation of Underdog's Terms of Use.  All three accounts have since been closed, refunds for deposits are being processed and the winnings have been forfeited.

    • Initial Complaint

      Date:11/19/2024

      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.
      They wont let me get my 135 dollars back for some reason.

      Business Response

      Date: 11/22/2024

      The customer's account was restricted for using payment and withdrawal methods that did not match the account holder's information, which is a violation of Underdog's Terms of Use.  Underdog requested documents to verify the account holder's identity on several occasions, however, the customer has not provided the requested documents so the account remains restricted.

    • Initial Complaint

      Date:11/18/2024

      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.
      I have used underdog before but i have stopped a while ago but i have charges being places on my account sending it to overdraft my bank account from who ever . Ive gotten 3-5 cards from my bank to try and stop this i even unadded my payment method but i still have these charges coming

      Business Response

      Date: 11/22/2024

      The customer initiated deposits into his ********************** account but when the deposits were processed, there were insufficient funds in the customer's account. According to our records, the customer seems to have reinitiated the deposit and it will be processed so long as the customer has sufficient funds in their account.

    • Initial Complaint

      Date:11/15/2024

      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.
      I won 725 dollars on underdog. I uploaded multiple documents and they were all accepted. They then proceeded to suspend my account and won't pay me my money that I won.

      Business Response

      Date: 11/23/2024

      Underdog determined the customer has been operating multiple accounts in an attempt to circumvent limits set by Underdog's Product and Limits team, a violation of Underdog's Terms of Use. The customer's account was restricted, any winnings were forfeited, and their original deposits were refunded.

    • Initial Complaint

      Date:11/14/2024

      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.
      I joined this app called underdog fantasy around October and its used for fantasy football and betting on individual players across sports. I made my account and have been making some money on there and i earlier today I placed around 100$ in bets that wouldve won $365. I went back earlier and it said my account was banned due to business decisions. I also had 50 or 65$ in my balance. I made a ticket in their discord to get assistance and once I told the support workers what happened both of them blocked me and banned me from the discord, leaving me without my money for either of those things and a very fraudulent event that makes me believe there are many people victim to this and potential for a large lawsuit against the company.

      Customer Answer

      Date: 11/14/2024

      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:11/07/2024

      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.
      I am filing this complaint because Underdog Fantasy banned my account and confiscated all funds, including thousands of dollars in deposits, without giving me a fair chance to verify my information. I believe this constitutes theft, as they permitted me to deposit and use the platform without issue, only banning my account and seizing funds when I attempted to withdraw.When I first contacted Underdog support, they requested my ** and a selfie with the ** for verification. I complied, sending the requested documents, but they still banned my account, citing a supposed identity theft issue due to a name discrepancy. They did not specify whose name the account was under, nor did they allow me to clarify that I had permission to use the account. Instead, they issued a response stating, After a thorough review, we have decided to part ways, and your account will remain locked due to Terms of Service violations. Every follow-up was met with the same response: This decision is final and will not be overturned, leaving me without any option to clarify or recover my funds.Their actions feel deceptive, as they accepted my deposits and allowed me to play for months without any warning of an issue. Only when I attempted to withdraw did they cite this alleged identity discrepancy, resulting in the immediate confiscation of my funds. This seems like a deliberate tactic to seize my deposits, as no genuine verification concerns were raised during my use of the platform.I am requesting the return of my deposited funds, as I believe Underdogs actions denied me due process, disregarded my attempts to verify my account details, and wrongfully withheld my money. This was not criminal identity theft, as I had permission to use the account and no fraudulent intent. If identity verification was their true concern, they should have notified me when I began depositing, not waited until I requested a withdrawal to block my account and seize all funds without recourse.

      Business Response

      Date: 11/08/2024

      The customer's account was flagged by **********************'s Fraud and Payments team due to a discrepancy in the tax information that was provided when they initiated a withdrawal. During the review period, the customer provided an ID that confirmed they were not the account holder.  Due to this violation, the account has been closed and any accrued winnings have been forfeited.

    • Initial Complaint

      Date:11/06/2024

      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.
      My account says suspended I cant login or anything been on ******* and through email no response I sent over bank statements and everything that was asked if I could get some help that would be great. I won a bet for over 5000 and Im not allowed to even see picks chosen before being flagged for responsible gaming. Customer support is non existent so I am resorting to this.

      Business Response

      Date: 11/08/2024

      The Customer's account was restricted due to a Responsible Gaming review being conducted to ensure the customer was playing responsibly and within their financial means. After this review, Underdog placed a rolling deposit limit on the account for six months. The customer's account has since been unrestricted.

    Underdog Fantasy is NOT a BBB Accredited Business.

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