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:10/16/2024

  Type:Customer Service 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.

  3 days ago I was making a withdrawal of ***** dollars on underdog and went through my bank account to do so. Then a day later underdog put my account under review. They asked for my bank statement and my license and my picture with the license. I sent all of that and they cleared me on my account. Now when I withdrew again they banned my account for good. I contacted support and they didnt tell me why they didnt say anything about how or what happened they just continued to say that they cant unban me and I violated the terms and conditions. I should be able to get my money refunded, and I am no where in the wrong. This is my first account and I was referred from my friend to get on underdog. Ive been scammed and I am looking to sue if this continues.

• Initial Complaint

  Date:10/14/2024

  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 secured a bet and won but now they are stating all type things to try to say my picks arent what I picked but clearly you can see that they were

  Business Response

  Date: 10/30/2024

  The customer's account was flagged by **********************'s Fraud and ******************* for using a ****** source that did not match the details on the account.  All customers are required by **********************'s Terms of Use to use deposit and withdrawal sources that match the name on their Underdog account.  This ****** account was also traced to other accounts in Underdog's system, and shared deposit and withdrawal sources is also prohibited by Underdog's Terms of Use. Underdog determined the account in question was being operated to circumvent an existing Responsible Gaming flag on a different account.  As such, the accounts have been closed and will not be eligible for reinstatement.  Any remaining funds have been forfeited at this time as well.

• Initial Complaint

  Date:10/11/2024

  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 deposited $2,000 into Fantasy Underdog and won up to $3200 fair and square. I then tried to withdraw my winnings and the withdrawals failed and they kept giving me different excuses. Finally they have accused me of violating their terms of service by betting different sides of players stats, which was untrue. I explained this is untrue because as live games were happening the stats were changing and I was using my skill to win picks. They are holding my winnings and not giving them to me, which is entirely unethical and illegal, but because they don't have customer service by phone, they can get away with this. I spent hours researching my picks and went from $2,000 to $3200 and now can't get my money back.

  Business Response

  Date: 10/20/2024

  The customers ********************** sports account was flagged by Underdog Fantasys Fraud and Payments team for hedging. Hedging is deemed a violation of Underdog Fantasys Terms of Use. The following day, Underdog sent a warning to the customer notifying them that they violated Underdogs Terms of Use. Despite the warning, that same day the customer continued making excessive hedging entries. As a result of this continued prohibited conduct, the customers account was restricted. A document request was sent, fulfilled, and reviewed the same day for reinstatement of the customers account along with an additional warning for Terms of Use violations. Three days later, the customers account was flagged yet again for hedging. This time, due to the continued violations of Underdogs Terms of Use, the customers account was closed, and all winnings were forfeited. The customers original deposit was refunded back to the payment source used to make the deposit. The account is ineligible for reinstatement.

  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:

  To Whom It May Concern:
  
  This matter was not resolved. I did not hedge bets and I heeded the warning. My $1200 was unlawfully taken from me after winning. This company just tries to hurt people who win and beat the odds.
  

  
  

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

  Business Response

  Date: 11/04/2024

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

  Customer Answer

  Date: 11/05/2024

  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]

   

  There was no specifics provided about illegal picks being made.  There was one warning and then I made picks that were entirely different which showed no hedging. After further research, it appears this happens to may customers who start winning Prize Picks.  I deposited $2000 and I won $1200 in picks.  It took me. week of research and making picks and now those winnings are being withheld illegally.

   

  If there is no change in the decision, I demand  and should be given specific proof of said illegal activity, because the business cannot provide any. 

   

   

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

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

• Initial Complaint

  Date:10/10/2024

  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 October 9, 2024, my account with ********************** was permanently deactivated, and the funds in my account are being withheld. I have tried to resolve this issue directly with their customer service, but my efforts have been unsuccessful.The platform has accused me of using my sons debit card for deposits, which is not true. The bank account I used is a joint account that I own and manage. I have provided valid identification and bank statements in my name, verifying my ownership of the account. Despite submitting all requested documents, Underdog Fantasy has permanently blocked my account and is refusing to release the funds.I believe I am entitled to the remaining withdrawable balance in my account, and I have not violated their terms and conditions. I am requesting the BBBs assistance in resolving this issue and securing the return of my funds.

  Business Response

  Date: 10/30/2024

  The customer's account was flagged by **********************'s Fraud and ******************* for using a deposit source that did not match the details on the customer's account. Customers are required to use payment sources that match their names, per the Underdog Fantasy terms of use. The customer admitted to using payment sources that belonged to an individual other than the account owner. The account has since been locked and is not eligible for reinstatement due to the terms violation. All deposits made have been refunded.

• Initial Complaint

  Date:10/07/2024

  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.

  I am filing a complaint against Underdog Fantasy, **** due to an account issue that arose after a recent win. Despite being a loyal user for over a year and consistently following the app's terms and conditions, my account was suddenly blocked permanently, on the date 10/4/2024 with a vague explanation stating a "business decision."This unexpected account block occurred immediately after I won a significant amount, which raises concerns about fairness and transparency. The funds in my account are crucial for helping my grandmother, who is currently battling cancer and incurring substantial medical expenses. I have reached out to their customer support but have not received a satisfactory resolution or explanation. When I emailed customer support, I was met with a short email response back only saying, " Unfortunately, after a thorough review, we have decided to part ways, and your account will remain locked." Not even telling me what I supposedly did.Given the urgent nature of my financial needs and the lack of clear communication from Underdog Fantasy, I am requesting BBB's assistance in resolving this matter. I believe my account should be reinstated, and access to my funds restored to support my grandmother's medical treatment.

  Business Response

  Date: 10/30/2024

  The customer's account was flagged by **********************'s Fraud and ******************* for violating Underdog's terms of use regarding multi-accounting.  Customers are only permitted to open and hold one Underdog account. Due to this violation, the customer's accounts have been closed, and the customer is not eligible for reinstatement.

• Initial Complaint

  Date:10/07/2024

  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.

  Had used Underdog Sports Book for about 1 month and lost. Won a very small amount and had my account locked. They want me to send in my bank statements which I think breaks banking privacy laws. They want a picture of my license and my holding my license which I have no problem with. They want something from my Cash App account that I no longer have or can acsess. I'm who I say I am and used my own hard earned money to play on their site and expect acsess to it. This is the same as stealing and I'm sure the things they are demanding are breaking banking laws. ***** can demand you private banking account info to be paid money you are owed. After reading these complaints I feel this company needs Investigated by the ********************* for the thievery they are committing against their customers. I would like to pursue a class action lawsuit against them if I could gather complaints, names and info of others they have stole from Bottom line is I want my money and to be done with them. I use 5 other sites and have for the past 6 or 7 mo b the and have never had 1 problem so the problem must lie with them considering all the complaints against them that mirror mine.

• Initial Complaint

  Date:10/01/2024

  Type:Customer Service 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.

  Hello,I deposited $7500 To Underdog Fantasy last week.However this was a mistake on my end and I wanted to withdraw the funds. 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 ************* clearly showed ******* I put in request to withdraw, but Underdog Fantasy denied it. So I had no problem with that, so then I decided to contact their support through chat, but then was told that my account had been suspended. 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 $7500 dollars back which is now locked in a suspended account.Thanks,.******

  Customer Answer

  Date: 10/01/2024

  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:09/30/2024

  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 deposited $100 to the underdog app. They wouldn't allow me to place a bet or withdrawal my money until I sent them picture of me, ID, and debit card. This is sensitive information that I would never share with a third party app but they have blocked my account and still unable to retrieve my $100. It is a scam

  Business Response

  Date: 10/20/2024

  The customers ********************** sports account was flagged by Underdog Fantasys Fraud and ******************* due to a change with the account details regarding the account holder and the provided date of birth. A document request for proof of residency was sent to the account holder the same day. This request has gone unfulfilled. Once the documents have been provided, Underdog Fantasys Fraud and Payments team will review and a decision regarding reinstatement will be made. The customer is also welcome to receive a deposit refund if they wish to suspend their account from *********************** platform.

• Initial Complaint

  Date:09/24/2024

  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.

  I made a couple bets in the last couple of days and I won a good bit of them I go to withdraw 600 from the account and it takes it out of my account and everything does it smoothly no issues at all but, then I had to request it back because a couple weeks prior my last phone got stolen so I had to change my information to everything and the ****** I was sending the money too was incorrect. So then they send it back I lost some games then I go to withdraw 500 but, I change my email address to the underdog account and also the ****** account and I withdraw the 500 then it takes hours just to hear something about it I confirmed the withdrawal amount and everything it says its headed to my ****** then underdog puts my account on suspension out of nowhere and personally I just use my sisters ****** because she doesnt use it and I dont want to make another one because I dont want to breach their rules and policys and Ive never had any troubles withdrawing before to this ****** account but, now its a problem and they werent even regarding my statements in the email about it and they just said We are sorry, but our position regarding this matter remains unchanged.??Your account has been closed permanently and we will not consider reopening it again nor allow you to open a new one. and then shut down my account with all of the funds in there not even offering a type of reimbursement for the money Ive put in at least in the last two weeks. So 577 down the drain.

• Initial Complaint

  Date:09/24/2024

  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.

  So today, 9/20/2024 I found out my account has been permanently deleted from underdog fantasy. I have yet to be given a response as to why.I deposited last night and tried withdrawing the money I deposited back after thinking about it. It was withdrawable. So I went ahead and withdrew it back to the same exact payment source I deposited from. This morning I woke up to the message of it being closed out permanently. Again Im unsure if this is the reason but its my best guess. I also have over $2,000 into best ball contests that are live throughout the *** season that they are now saying I must forfeit. This does not seem ethical at all to me. I have been using underdog fantasy for 3+ years. Id just like to have my account back and in good standing so I can play out these already live best ball contests I have money into. My username is windsorpg and attached are messages with the customer support team.