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:11/04/2024

  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.

  Subject: Assistance Needed Account Access Issue with Underdog App Dear Better Business Bureau,I am reaching out regarding an issue with my account on the betting app, Underdog. I have been a user for two months and chose this platform due to its responsive customer service and good reviews. On October 30th, 2024, my account was temporarily disabled due to verification issues. I promptly submitted all requested documents the same day but, despite multiple follow-up emails, have not received a response regarding my accounts reactivation. With over $1,000 in my account, I am concerned about the lack of communication and access. Other users have reported similar experiences and recommended I contact your office for guidance on how best to resolve this matter.Thank you for any assistance you can provide.Sincerely,******** ****** Let me know if youd like further adjustments!

  Business Response

  Date: 11/08/2024

  The customer's account was flagged for using a ****** and card source that did not match the details on their account.  Per **********************'s terms of service, all users are required to deposit and withdraw using sources that match the name on their account.  The customer was given a warning, their account was ultimately reinstated, and they have been since able to withdraw funds.

• Initial Complaint

  Date:10/29/2024

  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.

  Subject: Non-Payment of Winnings by Underdog Sports Book Dear Better Business Bureau,I am writing to formally file a complaint against the sports betting platform Underdog, with which I have been a customer since 2023. Throughout this time, I have regularly deposited money into my account and have not experienced any issues with their serviceuntil now.Recently, I placed successful bets on Underdog, and I won $1,300. I was thrilled with the winnings and immediately attempted to withdraw my funds. However, I was shocked to find that Underdog has since refused to process my withdrawal. Despite reaching out for an explanation, I have received no response or reasoning as to why they will not release my winnings. I have abided by all terms and conditions set forth by the platform, and there has been no suggestion of any rule violation on my ******* a loyal customer who has consistently deposited money over the past year, I am disappointed and concerned that Underdog would take this stance only when I request to withdraw my winnings. This lack of transparency and fairness is troubling, and I feel that they are not honoring their obligations as a reputable business should.I respectfully request your assistance in resolving this matter. My goal is to receive my winnings in full, and I would prefer that Underdog send a check to my mailing address to finalize the transaction.Thank you for your time and attention to this matter. I hope that with your help, we can resolve this issue promptly and ensure that Underdog maintains fair and ethical practices for all of its customers.Sincerely,**** **********

  Business Response

  Date: 10/31/2024

  The customer's account was flagged by **********************'s Fraud and Payments team for using a payment source that did not match the details on the account. Customers are only permitted to use payment sources that are in their name. Underdog determined that the payment source was linked to additional Underdog accounts and shared payment sources are prohibited by Underdog's Terms of Use. Underdog determined this account was being used to circumvent an existing responsible gaming flag on a different Underdog account. As such, the account has been closed and is not eligible for reinstatement. Remaining winnings have been forfeited at this time.

• Initial Complaint

  Date:10/25/2024

  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 placed multiple Pick 'em bets on their site with Flex Options 24 hours before the actual games started. When placing these bets I noticed that when a certain player was in the parlay that the bet payouts were 10x higher than normal! I took pictures of the payouts as they seemed like they were high. Wanting to take advantage of the potential for great payouts I placed a total of 27 bets with this player prop that I otherwise never would have - but at 10x increased payout it was worth the risk. The next morning (prior to any of the actual sports games being played) I felt the payouts potential was uncharacteristically high so I reached out their customer service to confirm. They said the payouts were incorrect and that the "team is working on getting these numbers added" to their site correctly. They told me my payouts would be significantly less than what the website said it would be (10%). I said it was no problem that's why I reached out to them was because it felt like it was high. So I asked if they would just cancel my bets now that I let them be aware of their error on the website. They responded saying that not only would they not honor what the website said the payouts would be - but that they also wouldn't let me cancel my bets or get any type of reimbursement even though none of the games started for another 8 hours! We had multiple emails back and forth and then they just started completely ignoring me. You can't have your site say "a payout is X" - and then when it comes to pay only pay 10% of that. It was their websites fault for showing payouts that were 10x higher than they should have been when placing the bets. To not jump on paying out the 10x higher I understand - but then to acknowledge they were wrong but to not give me any type of reimbursement or cancel and of the bets especially when the games hadn't started is absolutely mind blowing to me. No ethics. No customer service. This company needs someone to look into them.

  Business Response

  Date: 10/30/2024

  Underdog Fantasy's rules state any projection that contains a higher multiplier value must win in order for that multiplier to be applied to the entry's final payout.  Any losing selection on a flexed Pick'em entry will decrease the overall payout as well.  Because a request to cancel the entries was not made within the permitted window, Underdog Customer Support was unable to cancel the entries.

  Customer Answer

  Date: 10/31/2024

  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]

  This is absolute **. They give you 2 minute to cancel a bet.. however this false claim about the decrease in payouts is NO WHERE on their site.  So you have to go through customer service which takes forever and now that 2 minutes is long gone.  When I finally got a hold of their customer service they said the exact same thing - but again - this is their standard response they give you when you reach out to them but is no where on the site and especially no where near where you place bets.  It's a complete scam they're using. All the other betting sites allow for cancelled bets when they s**** up and have the wrong payouts listed.

  There is nothing short of a full payout for what the site said they would be paying that I would be satisfied with.  So many betting companies are popping up everywhere and their legitimacy is getting worse and worse.  This example is a complete scam. 

  Please look at the attachment on my initial message complaint and see that no where on there does it mention anything about this. 

   

  Thank you

   

   

   

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

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

  Business Response

  Date: 11/12/2024

  The customer submitted a 3 pick Flex entry.  Flex Pick'em entries include an "up to" payout display which is shown pre and post submission.  The "up to" amount is the maximum potential payout.  This potential payout depends on which of the customer's selections are correct.  Incorrect selections, and the payout multipliers associated with those selections, no longer apply to the customer's entry.  This was explained to the user via email, and the entry was graded correctly per Underdog Fantasy's Pick'em rules.

  Customer Answer

  Date: 11/13/2024

  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]

  This is 100% a lie from the company.  They did not tell me this until a whole day later not at the time.  And this mentioned "policy" was literally no where on their site (and still might not be).  They even admitted in an email that "Our team is working on getting these numbers added for missed players if they do not hit their entry" and that at the time I was placing my bets and using this site (clearly not using it now) they didn't have this information posted anywhere. 

  So, this is the most blatant lies/disrespect I have ever received from any person or company.  Please see the attachment taken from their site when placing my bet on the day that I placed my bets..... it VERY CLEARLY STATES so easily that a 5 year old could understand it: "For Flex entries with modified payouts, the entry's payout will be consistent regardless of which selection loses." This is what their site says, and when placing the bets also what is said on that screen which shows the payouts.  

  This is as open and shut as anything could possibly be and I am mind blown that they are trying to deny my rights to my payouts that they owe me.  Every day that goes by that they don't pay me I want more added onto any future lawsuit against them. 

  Underdog: Stop lying to the BBB and cheating your customers out of money that was promised. 

   

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

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

• Initial Complaint

  Date:10/24/2024

  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.

  Underdog suspended my account and wont let me withdrawal my money, 690 dollars is being withheld without contact.

  Business Response

  Date: 10/30/2024

  The customer's account was flagged by **********************'s Responsible Gaming team due to statements made by the customer that were deemed Responsible Gaming concerns. The account was also found to have been using deposit sources belonging to an ineligible individual. As a result, the account has been closed and will not be eligible for reinstatement. Based on previously withdrawn winnings, a $496 deposit refund was issued.

• Initial Complaint

  Date:10/24/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Underdogs suspended my account. I asked for an explanation. They would not give one. They asked for pictures of my license and credit card statements sent over email. I feel this is a Serious fraud and identity theft concern. I asked to speak with someone. They declined. I asked to close account and have remaining funds sent to me. They declined. They stated they are holding my 100 dollars in my account and will not release it. No suspicious activity has taken place in the account.

  Customer Answer

  Date: 10/27/2024

  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:10/22/2024

  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.

  Hello,I deposited $2000 To Underdog Fantasy last week. Apparently there is a playthrough requirement, but that was not mentioned on website and the app displayed amount "withdrawable" so I thought it was able to be I put in request to withdraw, several times i tried but worked only once, the rest is now under hostage by Underdog Fantasy denying any request. I would like to resolve this with them and still use their service, but I am filing this claim to expedite receiving my funds back first.I need my $2000 dollars back which is now locked in a suspended account.Thanks,.******

  Business Response

  Date: 10/30/2024

  The customer's account was flagged for falsely disputing a deposit.  As a result, the customer's account has been restricted, the remaining account balance forfeited, and the account deemed ineligible for reinstatement.

  Customer Answer

  Date: 11/07/2024

  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:
  

  
  

  This company has refused to give me any of my winnings are are holding my money as hostage

  
  
  
  Sincerely,
  
  
  
  *** *****
   
  
  
  
  
  
  
  
   
  

  Business Response

  Date: 11/08/2024

  The Company has reviewed its determination regarding the customer's account activity and can confirm that its position has not changed.

  Customer Answer

  Date: 11/11/2024

  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:
  

  
  

  They refuse to give any of my winnings and now decided to just keep my entire deposits.. I have contacted fcc as well.

  
  

   

  
  

   

  
  

   

  
  

   

  
  

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

  
  
  
  Sincerely,
  
  
  
  *** *****
  
  
  
  
  
  
  
  
  
   
  

• Initial Complaint

  Date:10/22/2024

  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.

  Its a contract dispute issue. They are a sports book but they arent paying out according to their listed policies. The date of the issue occurred tonight (10/21) when I placed a $57 bet for a payout of $915.42. To win the bet would need: ***** ****** more than half a yard, ***** ******* higher than 3 rush or receiving first downs, ****** ******** higher than .5 assists, budda ***** higher 2.5 assists, ******* ******* higher than 1.5 assists, ******* ******** higher than .5 assists, **** ******** higher than .5 assists, and ******* ***** higher than .5 rush or receiving touchdowns. All of those hit or went higher except for ***** Jacksons (which tied at 3.0 first downs) and ****** ********* > than .5 assists (as he exited in the first half, and didnt play for a single down or second in the second half of the game. Underdog fantasy refused to payout according to policy and honor their listed rules. Underdog listed the ****** ******** pick as wrong when they should have marked ****** ******** as either voided or refunded my pick per their policy. Instead they failed to issue a proper refund per their policy or do what is right by the customer and properly pay out the entry. (I have screenshots of their policy which I would be happy to provide if needed.) At the bare minimum I should have been provided a refund per their published policies, however they are actively choosing to be predatory and go against the better business bureau principles, and thus I am filing this complaint.

  Business Response

  Date: 11/08/2024

  Per Underdog Fantasy's Rules, only offensive players are eligible to be rescued.  As *. ******** is a defensive player, he did not qualify for this promotion, and this selection was settled as a loss.  In addition, *. ******* tied their listed projection, which by rule, results in the selection being settled as a void.  This left the customer with a 7 pick entry with 1 loss.

• Initial Complaint

  Date:10/22/2024

  Type:Service or Repair 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.

  This is a betting site and it's failing to verify age. My 16 year old was able to utilize it and lost almost 100 dollars. I found out when I checked my bank account.

• Initial Complaint

  Date:10/22/2024

  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.

  Hi my account user name is ******** And my email is ********************** They suspended my account on 10/18 because they thought when I said my wife takes from my account that I was referring to underdog and I was saying she takes my from bank account so I was trying to cancel my withdrawal because I didnt need to take that money out anymore .First was under review now Im suspended L (it was a deposit not winnings ) theres $60.65 and my ****** email is ********************** Now I am suspended and the money doesnt even show in my account multiple times Ive asked to get my money back and just close the account and they start a support message and then close it , Im convinced they are content to just keep my money and give me nothing . I have no leverage and my account is suspended and wiped of my $60.65 and thats my money I put in, I didnt get it from them or anything and I need it back ****** said even if they try to abruptly suspend my account , that I can email this and still request my funds to my account and ask to close the account My account shouldnt be suspended just because they thought I would share my information. Its never been used on any device but mine and nobody even knows I use this app I have nothing to do and need them to give me the money I am simply suspended because they blew a support message out of context

  Business Response

  Date: 10/30/2024

  The customer's account was flagged by **********************'s Responsible Gaming team due to a high volume of withdrawal cancelation requests and other statements made by the customer deemed as Responsible Gaming concerns. The customer requested that their ********************** account be deleted. ********************** processed this request in accordance with its policies, and deposited remaining funds to the customer. This customer is not eligible for reinstatement moving forward.

• Initial Complaint

  Date:10/16/2024

  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.

  On Saturday, October 12, 2024, I placed several bets. I deposited a total of $****** bets won and I ended up with $3, ******. I requested a withdrawal. The withdrawal did not go through and I received an email that my account was under ***************************** requested a picture of my ID, a picture of me holding the Id. A copy of the bank statement for the card and a copy of my ****** statement.**** I use my sons email and his card( which is under my SS # because he is a minor).They are saying my account is suspended and will not respond to my emails. I explained that I am to sole person using this account and that my son doesnt have access to it. We watch football together and talk about football.I have withdrawn earnings in the past with the same card and email and I have never had an issue. I would like my account to be reinstated and for me to be allowed to withdraw my earnings.

  Business Response

  Date: 10/31/2024

  The customer's account was flagged by **********************'s Fraud and Payments team for a potential violation of Underdog's multi-accounting policy. A document request was sent to the customer, who stated they were unable to provide documentation for one of the individuals. Underdog determined that the individual in question was ineligible to hold an Underdog account. As a result, the account has been closed and is not eligible for reinstatement. The customer's deposits were refunded and the remaining balance on the account was withdrawn to the customer.