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: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.

• Initial Complaint

  Date:07/01/2024

  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 made an account a few days ago to a week ago under *********************** and deposited $100 and received a $50 bonus which was awesome. I drafted about 6-10 best ball lineups in which some I lovedd a lot. Spent hours drafting these lineups and lost sleep because of them. After the last lineup I drafted which was by far my best lineup, I was projected over 200 more points than anyone else. Next morning I wake up to my account banned and money being refunded. I look over the terms and I did not violate any rule or do anything wrong. All I am asking for is to be unbanned and my lineups returned to me. The email I used to sign up is ***********************. Ive read on so many other posts that this has happened to other people as well.

  Business Response

  Date: 07/26/2024

  The customer was found to be in violation of **********************'s Terms of Use, specifically its multi-account policy. All customers are permitted to hold and play on only one account on **********************'s platform. The customer's original account was flagged for falsely disputing deposits made to the account, which is a violation of Underdogs Terms of Use. The $100 deposit made to the customers second account was refunded back to the customer upon determining this was an impermissible second account. Due to these violations, both customers ********************** sports accounts will remain closed and are ineligible for reinstatement.

  Customer Answer

  Date: 08/20/2024

  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 answered:

   

  so I did have an original account with ********************** about 3-8 years ago, possibly even longer than that, maybe 10 years. I tried accessing this account but the account was linked to a Email I no longer had. Therefore, I couldnt reset the password. The other option was to use a phone number that was linked to the account, also an old number in which I didnt have either so I couldnt verify. I reached out to underdog and told them this and said to delete my account. That I couldnt access or prove due to previous email and phone number used. I was eventually allowed back into the account using my drivers license verification but when I was in the account, ********************** made it so that I couldnt make any bets on anything or even add money to my account. So I reached back out to underdog stating this and then they came back saying I couldnt verify my deposits that I previously made. So they were wanting me to remember every deposit I made on that account as another verification. Not sure how I would remember every deposit Ive ever made on the account, nor do I think anyone would unless they made less than 5 deposits. Therefore I told underdog to delete the account. I did this thinking that underdog would fully delete the account. So after about 3-8 years I decided I wanted to play on underdogs again, so I made a new account with my current email and phone number. Made a deposit and then underdog came back to me saying that I have another account and for this reason I am now banned for life. I stated that I do not have another account, because I told them years back to delete my old one and I even did so on the app on my phone myself. So at this time I only had one account and that was the one I just made, somehow underdog links that new account to the old account, guessing by my name and driver license. However, this old account was the one I deleted on the app and told them to delete as well. Not to mention this old account they state that I have, has no funds or bets and I have never tried entering a contest on both accounts. I mean I couldnt even make a deposit on this old account that I deleted anyway. So how could I possibly be using two accounts? ********************** should have history of all the emails we sent back and forth but when I ask about the emails, underdog claim they dont or cant let me see them. I am not trying to collude or play with two accounts, nor do I want two accounts. I use draft kings, another betting app for over 10 years and NEVER had any problems and never violated any rules. Nor do I plan on violating any rules, I just wanted to play fantasy football. Underdog should have deleted the old account years ago when I asked them to. Not to mention if it was that big of a problem and i repetitively told them this with the fact that there was no activity or anything on that old account for 3-8 years. With plenty of evidence underdog seems to somehow overlook,  It is not my fault that i deleted the account through the app more than 3-8 years ago but somehow still exists only on underdogs end. I dont plan on violating any underdog rules or terms. I am a honest person and just wanted to make some fantasy football bets because underdog has a contest DraftKings doesnt. 
  

   

   

   

   

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

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

  Business Response

  Date: 09/22/2024

  The customer was found to be in violation of Underdog Fantasy's Terms of Use, specifically its multi-account policy. All customers are permitted to hold and play on only one account on Underdog Fantasy's platform. The customer's original account was flagged for falsely disputing deposits made to the account, which is a violation of Underdog’s Terms of Use. Due to these violations, both accounts will remain closed and are ineligible for reinstatement.

  Customer Answer

  Date: 09/25/2024

  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]

  
  

   Hello, I do not accept the answer underdog has given. I have included two attachments in which further prove my point regarding to my account. The attachments explain exactly what I have done and underdog has not followed their own rules under the terms and conditions. To prove that I have followed underdogs terms and conditions, I have stated previously and over and over that I reached out to underdog via email stating for them to delete my old account that I wasn’t able to access for a very long time. Not to mention within underdogs terms and conditions, it mentions that if an account isn’t accessed or logged into for a period of 18 months then the account is considered to be dormant. Which I have stated in my previous complaints that my first account I didn’t log into for years before making a new account. Under the terms and conditions, this section further states that underdog was supposed to reach out to me regarding if there was any funds left in my account and would refund what was remaining if any money in the account. Therefore underdog violated that part of their own terms and conditions. On top of this violation, I also emailed underdog stating to close this account when I made my new account and was accused of having two accounts. In which underdog also did not follow through with according to their own terms and conditions. Lastly, underdog states I falsely disputing deposits in which the process for underdog is to then ask for further identification of drivers license and picture of me holding it. In which I did submit to underdog ina timely fashion. I believe underdog stated that the person in the photo wasn’t me which at the time may have looked that way since my driver license contained a photo of me very young with no beard and short buzz cut hair. Which over time I was able to finally grow a beard and grew my hair out longer. Either way, I offered underdog another method to prove that I am who I said I was. Underdog declined and wouldn’t give me a chance to prove i was who I said I was. Although overall no one but me would know my SSN and driver license number but myself. Underdog did not do their due diligence of verifying my identity. I did what they asked me to do and then they still said it wasn’t me. When clearly I would be the only person with my driver license in hand and in the photo holding my license. Yes my hair and beard may have been different but my facial features did not change. I ask that underdog supplies the photo of me holding my id to me and to BBB to show that clearly it is me in the photo. I can even send in a present photo of myself holding my driver license as well to prove I am this person. Other than that, underdog still violated the two sections of their own terms and conditions as mentioned above. Where underdog should have found that my original account wasn’t accessed for over 18 months and considered it to be dormant in the first place which would have put my second account at no risk since I was banned due to have multiple accounts when the first account shouldn’t have been active or in the system anyway. From being dormant to also me reaching out to underdog via email stating to delete that account. This also displays that once a point is proven under one theory that underdog states I violated another part of their terms and conditions. Clearly underdog isn’t following their own rules and is in the wrong here. Once again, I ask that you reinstate my account with all contests that I have entered into 

  
  

   

  
  

   

  
  

   

  
  

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

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

• Initial Complaint

  Date:07/01/2024

  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.

  Underdog fantasy has held my account under review for almost a week without telling me why . I have provided all of my information and my account still has not been reviewed .

• Initial Complaint

  Date:06/24/2024

  Type:Product 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.

  I deposited $4,000 into their sportsbook application and immediately my account was marked "Restricted." The whole reason I deposited into it was to bet on a sporting event. Now it's not letting me bet or access the money at all.I tried to talk to support and they keep telling me they're transferring me to another team who can help. BUT NOBODY ACTUALLY RESPONDS. It's a never-ending cycle. I don't understand this incompetence and I would like to either be able to make a bet or get my money back. I don't understand how they can be so useless.

  Customer Answer

  Date: 06/24/2024

  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:06/20/2024

  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.

  Shady business practices they won't let me withdrawal my money and they restricted my account. They'll also double charging people after after already paying.

  Customer Answer

  Date: 07/14/2024

  Better Business Bureau:
  
  At this time, I have not been contacted by Underdog Fantasy regarding complaint ID ********.
  
  Sincerely,
  
  *******************************
  

  Business Response

  Date: 07/19/2024

  The customer's fantasy sports account was flagged by Underdog Fantasy for disputing charges made to the account. Falsely disputing charges is a violation of Underdog Fantasy's Code of Conduct and Terms of Use. The customer was informed of the necessary steps to reinstate their account. Those steps have not been completed. Therefore, the account will remain restricted.

• Initial Complaint

  Date:06/17/2024

  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.

  Support team is horrible they don't respond. They say email for help but the email dont take tickets say use the app, but when you use the app they dont respond. They suspended my account for no reason and want tell me why and I have money on the app and cant get it off till they unsuspend it.

  Business Response

  Date: 07/19/2024

  The customer's fantasy sports account was flagged for using multiple deposit sources that did not match the details associated with their account. Per Underdog Fantasy’s 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. A request for further documentation was submitted to the customer to reinstate their account. Upon receipt and review of the requested documentation, Underdog reinstated the customer’s account.

• Initial Complaint

  Date:06/17/2024

  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.

  Username: ******* Upon winning my bets I tried to make a PayPal withdrawal, contacted support with a question about my withdrawal and was then banned for no reason and no response from support. I just want my withdrawal to go through because I very much need this money back.

  Business Response

  Date: 07/19/2024

  The customer’s fantasy sports account was restricted by Underdog Fantasy for responsible gaming concerns. Upon review of the account, Underdog removed the restriction after no responsible gaming concerns were found. Additionally, Underdog flagged the account due to a deposit-state mismatch. Upon receipt and review of the requested documentation, Underdog removed the additional restriction and processed the customer’s withdrawal the same day.

  Business Response

  Date: 07/19/2024

  The customer’s fantasy sports account was restricted by Underdog Fantasy for responsible gaming concerns. Upon review of the account, Underdog removed the restriction after no responsible gaming concerns were found. Additionally, Underdog flagged the account due to a deposit-state mismatch. Upon receipt and review of the requested documentation, Underdog removed the additional restriction and processed the customer’s withdrawal the same day.

• Initial Complaint

  Date:06/10/2024

  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.

  my username for underdog is ******* My account has been wrongfully suspended im waiting on withdraws and to finish my entries . Please resolve this

  Business Response

  Date: 07/19/2024

  The customers ********************** sports account was restricted by Underdog Fantasy for responsible gaming concerns. The customer provided ********************** with the necessary documentation for review, and Underdog subsequently notified the customer that their account would remain restricted until a later specified date due to additional responsible gaming concerns. The customer was paid their remaining account balance.

• Initial Complaint

  Date:06/10/2024

  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.

  I have a problem with the underdog betting app due to the fact of them attempting to take my account for no reason and me wanting to get the $1058.35 transferred to my PayPal that I won out of the suspended account just in case they decide to ban it I was referenced to this page from a friend and I just wanted to know if there is anything that you could do to this situation.

  Business Response

  Date: 07/19/2024

  The customer's ********************** sports account was flagged for using deposit and withdrawal payment sources that did not match the details associated with their 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. A request for further documentation was submitted to the customer; however, the customer has not provided ********************** with the necessary documentation to complete the review of the account. The customers account will remain restricted until the proper documentation has been provided.
  
  

• Initial Complaint

  Date:06/07/2024

  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.

  On June 2, 2024 I won $684.00 with underdog fantasy. I tried to withdraw the winnings my account was restricted. After waiting hours on their chat they asked me to send over documents to confirm it was me. I still have yet to receive a response

  Business Response

  Date: 07/19/2024

  The customer was found to be in violation of **********************'s Terms of Use. Customers are permitted to hold and play on only one account on **********************'s platform. Upon review, the customer's account was cleared by **********************, and the customer was able to request a withdrawal for the available funds.