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:09/11/2024

  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.

  I placed a live entry on the football game between the **** and *****. See below screenshot that were provided on the players and payouts if the entry went 3 for 3 or 2 for 3. I got 2 out of 3 players right and was only paid $7 instead of $111 that is shown on the payout details. Underdog is refusing to pay the correct amount. If the payout amount is going to be different based on what players then that needs to be shown and stated on the entry, not baited and switched.

  Business Response

  Date: 09/22/2024

  The payout figures the customer is referencing are defined as up to amounts. Depending on the combinations of winning and losing selections, this will increase or decrease the final payout multiplier. Additionally, Underdog Fantasys rules clearly state all multiplier projections must be correct in order for the multiplier to be applied to the final payout. In this case, the customers selection with a ****** multiplier lost, so the multiplier is removed from the payout entirely. As the customer Flexed this entry, they received a 1x payout for getting 2 out of 3 selections correct, and this 1x was increased up to 1.43x due to getting an additional multiplier selection correct. The customers entry has been settled correctly in accordance with Underdog Fantasys rules.

  Customer Answer

  Date: 10/03/2024

  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:
  

  
  

  I don't accept the companies response.  They should have it spelled out in the entry showing the correct payout amounts based on winners.  Not that I need to figure a math equation after when they don't even show me how to calculate it.  The company was caught in the wrong and trying to back track.  Everywhere sports betting site shows you the correct payout amounts.  Very bait and switch.  Most be a reason why this company is allowed to NY residents when sports betting is legal.

  
  

   

  
  

  Thanks,

  
  

   

  
  

  ******  
  
   

  
  

   

  
  

   

  
  

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

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

• Initial Complaint

  Date:09/03/2024

  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 put $85 into this online gambling site. They had no problem taking my money from my ****** account and I have been an active user of this site for some time (again, no problem taking my money). Randomly, they sent me an email that my account is flagged and I am not the owner. I provided all the information they asked; they still refuse to unfreeze my account, but meanwhile have kept my $85. Ive asked to speak with a live person, but keep getting generic emails and those have stopped and the company is not responding to me altogether now. Again, they had no problem taking my money and are now claiming falsely that Im not the account holder so I have no access to my account and they will not give me my money back. This site is a scam and I shouldve checked the rating before I used it as their rating is, not surprisingly, the lowest rating possible: an F.

  Business Response

  Date: 09/22/2024

  The customers ********************** sports account was restricted by Underdog Fantasys Fraud and ******************* due to the customer depositing/withdrawing with a payment source that did not match the details associated with their account. Per *********************** Terms of Use, all customers are permitted to deposit and withdraw with payment sources that match the details associated with their Underdog Fantasy account. Additionally, the customer provided tax information that did not match the details associated with their Underdog Fantasy account. The customer was prompted by ********************** to provide documentation showing proof of account ownership. The documentation supplied by the customer did not resolve this issue. Moreover, deposits made to this Underdog Fantasy account were falsely disputed, which is also a violation of Underdogs Terms of Use. Given the Terms of Use violations and the insufficient documentation to prove account ownership, ********************** has closed this account permanently.

  Customer Answer

  Date: 09/24/2024

  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:

  Their response is simply false. I am the owner of both my Underdog account, as well as the source of payment account. I sent them all required documents and they completely stopped responding to me. I could not reach them for any sort of resolution. They would not respond to as why now they said I was not the owner of the account after I had been using the exact same accounts for years and they had no issues before. Seems suspicious that once I started winning, they claimed I wasn't the owner and have now permanently closed my account and ceased all communication with me.

   

   

   

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

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

  Business Response

  Date: 10/01/2024

  The customers ********************** sports account was restricted by Underdog Fantasys Fraud and ******************* due to the customer depositing/withdrawing with a payment source that did not match the details associated with their account. Per *********************** Terms of Use, all customers are permitted to deposit and withdraw with payment sources that match the details associated with their Underdog Fantasy account. Additionally, the customer provided tax information that did not match the details associated with their Underdog Fantasy account. The customer was prompted by ********************** to provide documentation showing proof of account ownership. The documents provided by the customer to *********************** Fraud and ******************* did not match the details associated with their Underdog Fantasy account. Until the owner of the Underdog Fantasy account has supplied the necessary documentation that has been requested, the account, and all funds, will remain on hold. Moreover, deposits made to this Underdog Fantasy account were falsely disputed, which is also a violation of Underdogs Terms of Use.

• Initial Complaint

  Date:08/27/2024

  Type:Sales and Advertising 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 had been placing bets on this app called underdog fantasy and I had placed a bet that was the wrong bet and I had asked them to void it because they have can do so theyve done it before and i had contacted the customer support and later in the day my account got shut down and I had put a lot of money into this account and I would either like a refund or a bet adjustment my user name is: Youngaki

  Business Response

  Date: 09/07/2024

  The customers ********************** account was suspended by Underdogs Responsible Gaming team following a comment made by the customer to *********************** Customer Support team which raised responsible gaming concerns. Underdog Fantasy takes responsible gaming very seriously. The following day, the Responsible Gaming team contacted the customer to inquire about the comment, and after clarification by the customer why they made the concerning statement, the customer was provided with documentation outlining the process to request reinstatement. The customer has not provided ********************** with the requisite documentation for reinstatement, and, therefore, their account remains suspended.

• Initial Complaint

  Date:08/16/2024

  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.

  So underdog fantasy is know as a fantasy sports app but is used also for sports betting, which they call gaming. They offer something called pick em which allows you to place real money on a multitude of sports and players ,and their player props, to win real money that is withdraw-able. I have been using them for almost 2 years, depositing my own hard earned money with a chance in mind to win more than what i put in, until recently where i ran into a problem.Leading up to my issue i never had an issue depositing large/small amounts of money. Also never had a problem withdrawing small amounts of money, nothing ever over $300. From the timeline 7/21/24 to 7/24/24, i had deposited once for about $60, in this four day span i had went from $60, to $6,439.75 with all my sports bets. So after winning this money i am excited to withdraw, so i got to withdraw $4k then i run into my first issue which was unusual because this had never happened, they asked me to send tax info thru the app which included me , putting my name, last 4 digits of ssn, and my address. I completed all those steps then my withdrawal appeared to have went through, so as im waiting to receive my money on ****** which has never taken more than 20 minutes prior to this, i realize its taking a very long time. I then revive an email saying my account is suspended and undergoing a standard security review, they then ask me for a picture of my id, me holding my id, and my ****** statements, i send all the info then i am told, Unfortunately after a thorough review, we have decided your account will remain locked and all account activity will be put on hold. with no explanation why, i try to login then it says Underdog Fantasy has made the business decision to end our relationship and your account has been blocked permanently. I contacted support and thru ******* but had no response, A few days after i try to login and it works but my money is just sitting there and my account now says im restricted.

  Business Response

  Date: 08/30/2024

  The customer reached out to *********************** Customer Support team and made concerning statements regarding their health and well-being. Underdog Fantasy takes responsible gaming very seriously. Underdogs Responsible Gaming team contacted the customer to let them know that their account would be restricted due to these concerning statements. Underdog also provided the customer with responsible gaming resources to assist them with their well-being. Additionally, the customer was found to be in violation of *********************** Terms of Use, specifically its multi-account policy. All customers are permitted to hold and play on only one account on *********************** platform. Due to this violation of Underdogs Terms of Use and the responsible gaming concern, the customers account remains restricted.

  Customer Answer

  Date: 09/05/2024

  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:

  The company states that my account was banned for multi accounting but not once prior when I withdrew money from the app, did I ever have a problem until this time, why was i not banned earlier for multi accounting when i was withdrawing  small amounts of money, but once i withdrew a large sum there seems to be a problem with that. I was never told what the issue i was banned for was, but as you can see in the images provided they asked me to send information to verify my account, i provided it all then i was banned with no explanation, i then made a charge back because i was upset (which i eventually reversed) and now my account was restricted from withdrawing for that reason. Now regards to the harmful comments I made, I only said that because I was extremely frustrated, it was nothing serious on my end but as a company i see why they would take it like that other than not wanting to give me my money. My ***** dollars has now been sitting in my account for over a month and I would like that resolved.

   

   

   

   

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

  
  Sincerely,
  
  **** *****
  
  
  
  
   
  

• Initial Complaint

  Date:08/15/2024

  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.

  August 14, 2024 I put in a $10 flexed bet on Underdog and hit 4/5. I put in many bet at least 10 before today and lost all of them. During that time, there was no suspension of my account, no flagging, no notifications of such violations of the terms and service of Underdog Fantasy. Interestingly, after I won the bet last night 8/13/24, the payout was on pending from around 11pm-10:20am this morning 8/14/24. I kept writing Underdog to ask what the problem was. They kept telling me to be patient etc. I then was not able to log into my account around 10:40am, with the login page saying my account was suspended due to responsible gambling concerns. Underdog, You can not suspend someone's account because of a responsible gambling concern. You can suspend their account because of irresponsible gambling. I have screenshots to back everything in writing in this compliant and have uploaded them to BBB. After I wasn't able to login, I still could receive a notification of what I had won so therefore it looks like they suspended my account right when posting the winning was taking place. I need my winnings that you sent a notification for but was nevered withdrew because of the suspension of my account on 8/14/24 and if you can prove I violated one of your terms of service before today, meaning during the time I put in bets before today, I need a date of the occurrence and also to be refunded for the amounts you allowed me to deposit and bet with.

  Customer Answer

  Date: 08/15/2024

  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:08/01/2024

  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.

  I did a lot of transactions with this company underdog fantasy a game platform from last month and some of the month before that and now they have suspended my account for some reason and I have been doing is using my card to play they suspended saying something like responsible game which all I have using is my card and they said my card exceeded amount use and then suspend my account wrongfully. So I'm asking to actual my account back or a money complaint will be charged

  Business Response

  Date: 08/09/2024

  The customers ********************** account was noted for requesting additional bonus funds as a courtesy to continue gameplay for free. The exact same day, the customer reached out a second time requesting additional free funds from Underdog Fantasy to further continue gameplay without having to deposit. Less than a week later, the customer reached out for a third time requesting additional bonus funds from Underdog Fantasy, at which time the customers ********************** sports account was suspended due to displaying Responsible Gaming concerns. The following day after the third request was made, the customer was contacted by *********************** Responsible Gaming team with a documentation request to verify proof of funding for reinstatement of their account. The customer complied with the request, and after review, their account was reinstated on the same day with a lowered deposit limit.

• Initial Complaint

  Date:07/22/2024

  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.

  I cant get my money off I won after being restricted I need my earrings still not fair

  Business Response

  Date: 07/26/2024

  The customers ******************** sports account was flagged for disputing deposits made to the account. Falsely disputing any deposit made to a fantasy sports account is a violation of Underdog Fantasys Code of Conduct and Terms of Use. The same day the customers account was flagged, ********************** sent a request to the customer for documentation that would be needed in order to reverse the disputes and put the account back in good standing for reinstatement. Also on that same day, the customer submitted invalid documentation. The customer was subsequently informed on two additional occasions of the necessary steps needed to reverse the disputes. Currently, the customer still has not provided the required documentation and, therefore, the account remains restricted.

• Initial Complaint

  Date:07/12/2024

  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.

  So I hit 3 slips on underdog total came to $446 that i won ! I TRIED WITHDRAWLING IT CONFIRMED I GOT A REFERENCE # AND ALL BUT MY ACCOUNT STILL SHOWS $446 EVERYTIME I CONTACT SUPPORT THEY SAY THEIR GOING TO TRANSFER ME AND NEVER DO I GET NO RESPONSE NOT TO MENTION I WON A LIL $40 SLIP AND THEY LET ME WITHDRAW NO PROBLEM 2 DAYS PRIOR NOW THAT I WIN $446 AND **** WONT LET ME ALL OF A SUDDEN ! SCAMMM TOTAL SCAM SOMEBODY HELP ME

  Business Response

  Date: 07/26/2024

  The customer reached out to *********************** Customer Support team for assistance with a withdrawal. The customers withdrawal request was under review with Underdog Fantasys Payments team. After reviewing the request, the withdrawal was cleared and processed. The customer was contacted the very next day after reaching out to Customer Support and provided confirmation that their withdrawal was cleared, and they were now able to proceed with any subsequent additional requests.

• Initial Complaint

  Date:07/08/2024

  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 recently won 215 dollars on this website . I requested a withdrawal to pull my money and they cancelled it on their own and held my money without my permission and the excuse they gave was a standard security check Ive never had my account hacked and I never gave them a reason to believe anything was wrong with my account. They are attempting to hold my money unfairly without true reason and I need my money asap ! They wont pay up and they cancelled my withdrawal without my permission. Ive emailed them multiple documents that they ask for and I still dont have my funds.

  Business Response

  Date: 07/23/2024

  The customers ********************** sports account was flagged for using a withdrawal source that did not match the details associated with their Underdog Fantasy account. Per *********************** Code of Conduct and Terms of Use, all customers are permitted to deposit and withdraw with payment sources that match the details associated with their Underdog Fantasy account. Subsequently, Underdog sent a request for documentation to the customer. Two days after flagging the account and requesting documentation, Underdog reviewed the necessary documentation provided by the customer and reinstated their account along with a warning due to the Terms of Use violation. The customers withdrawal has since been processed.
  
  

• Initial Complaint

  Date:07/08/2024

  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.

  I place bets often on the app . Theres never an issue when I lose. Now that I won 400 dollars after *** lost hundreds of dollars my account is under review. This is wrong on so many levels. Please release the 400 I won fair and square. I will file disputes for every ***** I spent on this app and Ill file a small claims suit .

  Business Response

  Date: 07/19/2024

  The customers ********************** sports account was flagged for adding multiple cards that did not match the details associated with their Underdog Fantasy account. Per *********************** Code of Conduct and Terms of Use, all customers are permitted to deposit and withdraw with payment sources that match the details associated with their Underdog Fantasy account. Additionally, one of the flagged payment sources is linked to another Underdog Fantasy account. Sharing payment sources is prohibited via the same Code of Conduct and Terms of Use. Furthermore, the customer has not complied with *********************** request for documentation to review and verify ownership of the flagged payment sources. Until the customer complies with *********************** request for documentation, the account will remain restricted.