Complaints

This profile includes complaints for Underdog Fantasy's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Underdog Fantasy has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:05/12/2025

  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.

  This business took a 4 dollar inactivity fee from an account I forgot about. They insist that they sent me a warning email, but I have no record of it. The only email I got was for the 4 dollar inactivity fee after they had taken it from my account. I consider this theft. I bought nothing from them, I did not use their service, I placed no wager on their site and they thought this was worth 4 dollars of my money. It is theft plain and simple and I would like those funds returned to me before I close my account.

  Business Response

  Date: 05/14/2025

  Per Underdog Fantasy's Terms of Use, any account that has been inactive for over 18 months is subject to a monthly inactivity fee of $4.00. Underdog provides 30 days notice prior to imposing the fee. To avoid being charged, customers may log into their accounts and enter a contest or withdraw any remaining balance. Customers may also request account closure, which will not subject them to this activity fee.

  Customer Answer

  Date: 05/16/2025

  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]

   They never notified me 30 days in advance.  They keep saying so in boilerplate responses, but I have no record of it in my email and cannot find it when I do a search.  Therefore, in my eyes, they are using a lie to justify their theft.  It is quite reprehensible behavior, frankly.  

   

   

   

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

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

  Business Response

  Date: 05/23/2025

  To clarify, communications were made with the customer regarding their account status and the imposition of an inactivity fee should they not return to make a deposit, withdrawal, or contest entry. As a courtesy, Underdog has credited the inactivity fee back to the customers account. The terms have been provided to the customer at this time for any future inactivity fees that may be imposed.

  Customer Answer

  Date: 05/24/2025

  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:05/11/2025

  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.

  Issue: Despite being enrolled in *********'s Voluntary Self-Exclusion Program until 2028, you were able to create an account and place bets on Underdog Fantasy, resulting in a loss of $1,825.Desired Resolution: A refund of $1,825 and permanent closure of your account in accordance with Tennessee's self-exclusion regulations.

  Business Response

  Date: 05/14/2025

  The customer was enrolled in *********'s Voluntary Sports Wagering Self-Exclusion Program.  Underdog Fantasy does not operate a sports wagering product in **********  As such, the customer was not prohibited from accessing the Underdog Fantasy platform.  Underdog Fantasy's Responsible Gaming team contacted the customer, informed them of this, pointed them to Underdog's responsible gaming resources, permanently closed their account, and processed a withdrawal for their remaining balance.

• Initial Complaint

  Date:05/10/2025

  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 Fantasy has unjustly frozen my account and forfeited over $7,000 of my legally deposited winnings after a failed account review. I complied fully with all requests for verification, providing my government-issued ID, a selfie with ID, my personal bank statements, and full documentation showing that all deposits were made from my credit card and my banking accounts under my *************************** claimed that an Apple Pay deposit had the name of my son. I explained that while we are part of the same Apple family through our Apple ID's, the funding source used was my own credit card and bank account, which I proved with bank statements. The Apple Pay anonymization may have displayed a different name internally, but no activity on the account was ever performed by my son.Despite all evidence proving identity, account ownership, and funding sources, Underdog has chosen to terminate my account and seize all $7000 that was in it. This is devastating to me financially, and it is unacceptable to withhold life-changing money over speculation and a baseless claim rather than documented violations.I am requesting that my rightful funds be returned to my linked bank account.

  Business Response

  Date: 05/12/2025

  The customer's account was restricted by ********************** due to use of a third-party deposit method, a violation of the Terms of Use.  When the requested documentation was provided, the deposit source was deemed to belong to an individual who is ineligible to hold an Underdog account, also a violation of the Terms of Use.  Due to these violations, winnings have been forfeited and the account will remain closed. No refunds have been provided as the funds withdrawn on the account exceeded total deposits.

  Customer Answer

  Date: 05/15/2025

  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 business stated that The customer's account was restricted by ********************** due to use of a third-party deposit method I respectfully disagree with this conclusion. I provided all requested documentation, including my government-issued ID and banking account statements. I also submitted an additional bank statement after Underdog Support indicated they needed documentation for one specific Apple Pay deposit.  
  That additional documentation, which was sent in the email I attached to this case, clearly shows a $2,000 payment to Underdog made from my Cash App card under my name, which is the **** account and the Apple Pay deposit method referenced in their inquiry. I also included an image of the card showing it ending in 7591, again registered to me.  Their statement that after reviewing the documentation they determined the deposit came from a third party is puzzling, because the documentation I provided was exactly what they requested: verifiable bank statements in my name, clearly showing the Underdog transactions.  
  I believe this evidence demonstrates that all deposits were made by me, from accounts I personally own and control. I am simply requesting the return of my rightful funds, and I hope this matter can be reviewed with that context in mind.

   

   

   

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

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

• Initial Complaint

  Date:05/08/2025

  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 willing deposited $50 into an online betting forum. I never used the account. After a year I attempt to get my money back. The amount of documentation they are requiring would jeapodize my person I'd security. They want license, photo of me holding the drivers license along work a copy of my bank statement. This would allow anyone to pretend to be me and is dangerous. Upon further investigation there are tons of similar complaints...that the company NEVER returns the money EVEN AFTER people had produced the documentation requested.

  Business Response

  Date: 06/06/2025

  The customer contacted ********************** claiming the account was not theirs, and was set up by their granddaughter.  Documents were requested to verify ownership of the account, which the customer refused to provide.  A withdrawal was processed for the customer's remaining balance.

• Initial Complaint

  Date:05/07/2025

  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 May 7th 2025, I submitted multiple $15 flex entries via Underdog Fantasy mobile app. The combination of the 3 legs I submitted had a multiplier of *****x for "3 of 3 picks correct" to pay $683.10 and a *****x multiplier for "2 of 3 picks correct" to pay out $227.70. I hedged different combinations of these 3 players to ensure that "2 of 3 picks" would be guaranteed to be correct thus achieving the advertised payout. Nowhere on the payout details does it say that the most positive odds prop missing can change the payout, just an ambiguous but certain "2 out of 3 picks correct," meaning if prop A misses but props B and C hit, then the payout will be the advertised *****x. Please refer to attached documents/files for reference. I submitted multiple live bets of different combinations containing the props: **** ****** Higher 0.5 Home Runs (15x odds), **** ******** ********* 9.5 1Q Points (even odds) and ****** ***** 7.5 1Q Points (even odds). Each slip has a payout details tab with notes attached: "What is a flex" "What happens if my flexed entry Ties or Voids" "Boosts" "Boosted payouts" and a "Payout matrix" chart for flex payouts with the corresponding payouts for 1 missed pick: Pick count 3 missed 1 = 1x, Pick count 4 missed 1 = 1.5x, Pick count 5 missed 1 = 2.5x, Pick count 6 missed 1 = 2.6x, Pick count 7 missed 1 = 2.75x, Pick count 8 missed 1 = 3x...NOWHERE DOES IT HAVE ANYTHING WRITTEN/ IN WRITING SAYING the payout for a 3 leg entry containing a 15x odds prop and 2 even odds props will revert to a 1x total payout if the 15x odds prop missed...The advertised payout for 2 out of 3 props correct said *****x entry fee. I simply want the payout I was falsely advertised or all corresponding entries to be refunded to my balance.

  Business Response

  Date: 05/10/2025

  The customer submitted a 3 pick entry, including Flex with one incorrect selection. Per Underdog's Pick'em Rules, the base multiplier when having two correct selections and one incorrect selection in a 3 pick entry including Flex is 1x the entry fee. The customer's third selection on this entry and its corresponding multiplier do not factor into the payout as the selection was incorrect.
  
  Underdog Customer Support informed the customer that this entry was graded correctly per our Pick'em rules. As a one time courtesy, the customer was provided additional bonus funds for any confusion.

  Customer Answer

  Date: 05/13/2025

  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]

  The response to my complaint says I was rewarded bonus funds, I was given a measly $15. This is how they feel about long time customers (refer to attached files). As I noted earlier, WHEN CREATING AN ENTRY THE *** DOES NOT SPECIFICALLY SAY THAT THE HIGHER MULTIPLIER PROP HAS TO HIT, ONLY AN AMBIGUOUS "2 of 3 props correct" AND THIS INFORMATION IS MALICIOUSLY OMITTED! Per Underdogs words in modified payouts (refer to attached IMG_6423.png): "For example, a pick 3 entry with one standard selection and two selections with modified payouts > 1 will display the payout assuming that the standard selection loses." THE *** ADVERTISED A "45.5x multiplier" for "3 of 3 picks correct" and a "*****x multiplier" for "2 of 3 picks correct" (refer to attached IMG_6110.png). I HAD 2 of 3 PICKS CORRECT.  BEFORE AND AFTER CREATING MY ENTRIES NOWHERE DID IT SAY MY ENTRY WOULD REVERT TO A 1x PAYOUT. $15 IN BONUS FUNDS SUMS UP THEIR ***RECIATION FOR LONG TIME USERS! 

   

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

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

  Business Response

  Date: 05/15/2025

  Underdogs stance on the original complaint remains unchanged. As Underdogs Pickem rules state, any selection that contains an additional multiplier must be a winning pick in order for that multiplier to apply to the final entry payout. Because the additional multiplier was settled as a loss in this case, the multiplier was removed and the entry was graded on the remaining correct selections. Underdogs Trading team has confirmed this grading to be correct, and a one-time courtesy was issued for the customers misunderstanding.

  Customer Answer

  Date: 05/27/2025

  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]

  
  

  As I previously stated and demonstrated in the  images attached, the app misleadingly states only "2 of 3 picks correct" to achieve said payout. IT DOES NOT SAY A SPECIFIC PROP MUST HIT FOR THAT PAYOUT IT ONLY SAYS "2 of 3 picks must be correct." Why don't they state what they've said in their response to my complaint in the entry submission screen? To purposely use the vagueness and ambiguity of the entry submission screen payout and dupe bettors. 

  
  

   

  
  

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

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

• Initial Complaint

  Date:05/07/2025

  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 have been using underdog fantasy to bet for some time but randomly they locked my account and emailed me to send them outregous private information OVER EMAIL not even a secure network. They wanted things like my id a picture of me, bank statements and more. I never consented to this when signing up and there holding my money hostage over it. I want my money back. Along with that i had bonus credits that expired since i couldnt use the app.

  Business Response

  Date: 05/23/2025

  The customer was flagged due to use of a third-party payment method, a violation of the Terms of Use.  Documents were requested to verify the customer's identity.  At this time, the customer has not provided the documents required in order for the account to be verified and reinstatement to be considered.

• Initial Complaint

  Date:05/07/2025

  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.

  Underdog fantasy imposed a fine of $4.00 on my account for inactivity. I was never notified that this was going to happen and what a ridiculous business practice.

  Business Response

  Date: 05/09/2025

  Per Underdog Fantasy's Terms of Use, any account that has been inactive for over 18 months is subject to a monthly inactivity fee of $4.00.  Underdog provides 30 days notice prior to imposing the fee.  To avoid being charged, customers may log into their accounts and enter a contest or withdraw any remaining balance.  Customers may also request account closure, which will not subject them to this activity fee.

  Customer Answer

  Date: 05/13/2025

  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]

  I was not notified 30 days in advance. Which Ive already stated. I reject their copied and pasted response while ignoring the fact I received no email.  

   

   

   

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

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

  Customer Answer

  Date: 06/02/2025

  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]

  I wholeheartedly reject this response  I have checked my email and spam and found no record of any such email  my account should now be closed due to these responses. Legal action will be next  

   

   

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

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

  Business Response

  Date: 06/09/2025

  The customer was charged **********************'s standard $4 inactivity fee, outlined in Underdog's Terms of Use.  All customers were notified in advance of the implementation of this fee.  The account is not currently restricted.

• Initial Complaint

  Date:05/07/2025

  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 made a bet on underdog yesterday, and the items I selected both hit but they are not paying me the amount for it. You can see in the pictures below my players both finished with what they were supposed to for bet to hit, but after the game they changed the number so it didnt. I also attached pictures from two reliable sources for the correct number he finished with and what they have him finishing with on their app as well. I just want to get my money that I deserve. I have been a good customer to ********************** and have not had any issues with them in the past.

  Business Response

  Date: 05/09/2025

  The customer reached out regarding Pick 'em grading for an *** player.  There was a stat change issued by the *** after the settlement of the entry.  Per Underdog's rules, entries are settled based on official league data available at the time of settlement, and entries are not re-graded based on stat corrections issued by leagues after settlement has occurred based on that data.

• Initial Complaint

  Date:05/06/2025

  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 won $118 making player prop bets at Underdog Fantasy in September 2024, but I could not withdraw the funds because my passport had expired. The backlog at the ********* meant that I had to wait more than six months to get an appointment for a new Texas ID. Now that I have a valid ID, ********************** refuses to unrestrict my account so I can withdraw my funds.

  Business Response

  Date: 05/09/2025

  The customer's account was restricted for possible use of a third-party ****** account, a violation of Underdog's Terms of Use.  Documents were requested and provided by the customer.  The customer was issued a warning, their account was reinstated, and a withdrawal has since been processed.

• Initial Complaint

  Date:05/03/2025

  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.

  New customer with ********************** and I attempted to make a small withdrawal of some funds and my account was locked and put under review, with withdrawal cancelled. Emailed underdog with requested information to unlock and haven't heard back. Unable to reach business at customer support and merely trying to get account unlocked and able to place ******, withdraw normally.

  Business Response

  Date: 05/09/2025

  The customer's account was restricted for potential violations of Underdog's multi-accounting policy, and for using a third-party deposit method, a violation of Underdog's Terms of Use.  Documents were requested and provided by the customer.  After a review, it was determined that violations of the Terms of Use had occurred and the account was permanently closed.

  Customer Answer

  Date: 05/09/2025

  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:

  My account has been deleted even after I have provided business with proof and explanations to alleviate their concerns. Business has not acted in good faith and conveniently deleted my account with funds available for withdrawal in excess of $160 and is not providing means to receive total or even partial funds that I'm entitled to. Business claims a third party payment method but they are the ones that advertise it as a payment method. If they have certain payment methods they prefer they should explicitly state as such. Have approached business directly about a resolution and have merely gotten the funds will not be refunded nor will any amount be made available for withdrawal at this time. 

   

   

   

   

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

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