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:06/04/2024

  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 some money into their sports book, however I am only **************************************************** use hers. I used the card to deposit a couple hundred dollars and ended up winning $845. I attempted to withdraw the money and right afterwards they suspended my account. They emailed me asking for documents to verify my account and I sent them all instantly and explained why the card I used has my moms name on it and not mine. I didnt consider that to be an issue because thats just how my mom supports me financially. I dont understand why that is a problem and any of there concern because if it was an issue why let me use it to deposit in the first place. After sending all of the proper documentation they havent gotten back to me for almost a week and wont release the suspension on my account. Im not planning on using this sportsbook again, I simply want to get my money out. Please help me.

  Business Response

  Date: 07/19/2024

  The customer's ********************** sports account was flagged for using a deposit source 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. Upon review, the customer's account was cleared by **********************, and the customer was able to request a withdrawal for the available funds.

• Initial Complaint

  Date:06/03/2024

  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.

  About a month ago I invested $50 in a Underdog Fantasy account. I bet on a couple of events and won about $350. They then asked proof I was who I said I was. I sent screenshot along with Paypal account ect and they then proceeded to BLOCK my account stating they made a business decision to end the relationship probably because I told them that if I did not hear back I would file a BBB complaint. I wish to formally advise them that the next step is a Federal criminal complaint. It is not about the small amount of money, it is about ALL the people getting ripped off by these scammers.

  Business Response

  Date: 07/19/2024

  The customer's ********************** sports account was flagged for attempting to use a withdrawal source 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. ********************** has not received the requested documents.

• Initial Complaint

  Date:05/30/2024

  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.

  5/27/24 Placed a "Pick Em" bet with Underdog for $5 for the Edmonton vs. ********** hockey game. I made 5 picks as attached in the screenshot. 3 of these picks hit, however, according to Underdog, they did not. The goalie, ***************************, made 28 saves. I bet for him to make over 27.5 saves as propositioned by Underdog fantasy. Sport stats from ESPN and the Score all indicate that the goalie made 28 saves, therefore indicating I made the correct bet. I had 3 bets correct while Underdog claims only two were correct. I am looking for them to pay out what I would have made on 3 correct bets or refund the 5 dollars to my account. This is unacceptable.

  Business Response

  Date: 07/19/2024

  The customer contacted *********************** Customer Support Team regarding a grading concern with their fantasy contest entry slip. Underdog uses official league statistics provided by reputable partners to grade fantasy sports contests. Moreover, Underdog only uses statistics from sporting events the relevant league deems to be official. For example, for fantasy sports contests involving the **** Underdog uses official league statistics provided on *******. Underdog does not use other websites to grade contests. The projection in question was graded correctly with the information posted by the league at the time of settlement. Per Underdog Fantasys Rules, any statistical corrections handed down post-settlement are not factored into graded projections. The customers ********************** contest entry slip was settled correctly.

  Customer Answer

  Date: 07/23/2024

  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:05/28/2024

  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.

  The company in question elected to suspend my account due to alleged policy violation and or concerns. They subsequently sent me a request for numerous personal documents including but not limited to my bank statements, all of which are completely irrelevant to my maintaining an account. I was told they werent required but that the account would not be reactivated otherwise. I replied that I was not interested in providing docs I felt were outside their scope and requested that the account be closed forthwith. I made this request in the proper fashion a total of 5 times since the early days of this month. My requests were either ignored or I was provided misinformation that never came to fruition. Ultimately I advised that one of my debit cards which was a stored payment method was compromised and closed. I believe it possible that this occurred from their site. All the more reason to close the account. Still they do nothing. I am attaching proof of my efforts which are time and date stamped. I have retained the guidance and counsel of family attorney in preparation for possible arbitration. In the interim I have found many persons through online chat forums with similar stories and complaints. I want this account closed. Simple task.

  Customer Answer

  Date: 06/25/2024

  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 customers ********************** sports account was restricted by Underdog Fantasy for responsible gaming concerns. Underdog requested documentation from the customer to reinstate their account. The customer responded by requesting that their account be closed. This request was fulfilled by Underdog.

  Customer Answer

  Date: 07/23/2024

  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:05/28/2024

  Type:Order 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.

  During a two month period where I had placed myself on a hiatus, Underdog claims there was possible unauthorized activity even though there has been no explanation of what that was. Since my two month timeframe is up, I can login like normal, see everything quite normal, but cant enter any contests or withdraw my cash balance until I send them a copy of my drivers license and a picture of me holding it up next to My face. This is unlawful and I would never do this. Hackers and cyber criminals can access cloud Photo databases and Steal information/ID. So now my account is in limbo and they also will not send me any money that Im owed.

  Customer Answer

  Date: 06/22/2024

  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 customers ********************** sports account was temporarily restricted by Underdog Fantasy due to a possible unauthorized account takeover. ********************** contacted the customer requesting documentation to confirm account ownership for reinstatement. The customer refused to comply with the documentation request. Therefore, the account will remain restricted until ownership can be confirmed.

  Customer Answer

  Date: 07/19/2024

  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:05/20/2024

  Type:Billing 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.

  My phone and wallet that includes my social security number and cards was lost and used to create an underdog account which was used to initiate an unauthorized charge of $500 to underdog. I have never made an account with ********************** so I don't agree with gambling and their terms. I have also sent underdog an email which they are taking a long time to response to. Name on the card *********************** Last four digits of the card used **** Dates of charges May 15 2024 Amounts of each charge $500

  Customer Answer

  Date: 05/20/2024

  Better Business Bureau:
  

  Underdog has now replied to my email claiming that now they have applied a $500 refund to my card so I have attached a screenshot about this which shall deem this issue as resolved.

  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:05/13/2024

  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.

  My username *********. Im trying to withdraw and its not letting me so I just let it go. Then I get an email saying my account is restricted i didnt break any of their rules. I only have 1 account and I dont do fraud so I have no clue why they would restrict my account. Now I cant withdraw my money nor place bets for no reason

  Business Response

  Date: 05/31/2024

  On 5/9/2024, the customer's account was flagged for using deposit/withdrawal sources that did not match the details on the account. All customers are permitted to deposit and withdrawal with sources that match the details on the Underdog Fantasy account, per **********************'s Code of Conduct and Terms of Service. On 5/11/2024, the customer's account was reinstated after a documentation review, and the customer has since been able to play and withdrawal.

• Initial Complaint

  Date:05/13/2024

  Type:Billing 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 did use underdog fantasy for a little while but had lost money and then completely quit to come to realize somebody else has been taking advantage of me and using it from my account cards

  Business Response

  Date: 05/31/2024

  On 12/4/2023, the customer's account was temporarily restricted due to a Responsible Gaming matter. The customer was informed of the necessary documents for reinstatement, and supplied them to Underdog Fantasy's Responsible Gaming team. On 12/7/2023, the customer's account was reinstated, and no mention of unauthorized activity was brought up to the necessary teams. No refunds will be eligible at this time.

  Customer Answer

  Date: 08/19/2024

  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:05/08/2024

  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 was logged out of my account today for no reason my account is completely clean now it saying my account is banned and I did not do anything I recently just won my bets and now I cant even log in to get my money because my account was locked! I been in this account for my than 5 months now its saying its locked! i also have plenty of photos they told me to resest my password and then they said my account was locked I also have photos of the email I sent to them on February 15,2024 and all the transactions after that I just Dont understand why would my account be locked now after I just won 72$ with active bets still going!

  Business Response

  Date: 05/10/2024

  On 4/7/2024, the customer's account was flagged for operating multiple accounts on **********************'s platform, a violation of Underdog Fantasy's multi-accounting policy. All customers are permitted to hold and play on one account on **********************'s platform, per Underdog Fantasy's Code of Conduct and Terms of Service. The accounts in question have been closed and will not be eligible for reinstatement due to the persistent violations.

• Initial Complaint

  Date:05/03/2024

  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.

  Signed up for Underdog Fantasy app using ****** Play store. They were attractive due to promotions for new accounts. Since playing over the last couple months, I've noticed vast ************** issues leading me to withdrawal my money & uninstall the app.Before adding money to my new app account, I reviewed its payment options. Underdog Fantasy advertises "free withdrawals" using PayPal all over their website & app. In the month of April, I attempted to withdrawal $299 from my account. And in the month of April, Underdog Fantasy canceled my withdrawal THREE times.I have attempted to reach out via phone, email, and also advertised, their ******* account. No remedy, just stalling. When I started to get somewhere on email, my thread turned into a "no email" bounceback right before my very eyes. That email explained as of said date (which was prematurely sent) Underdog Fantasy will no longer use email to "service" customers, only ticket system. Since their ticket system, I have sent requests for help, and all have resulted in the same pasted template of the same message telling me to wait ANOTHER 72 hours. And their ticket system FAILS to allow incoming replies to EXISTING tickets! So it redirects me to start over. We are now in May. They are not upholding their own ******************* I want my $299, like yesterday. And please note, all "I" statements do include actions between *********** wife using both emails to properly confirm PayPal withdrawals. They are holding my earnings from me & refusing to return correspondence. I was told PayPal was an option, it's infuriating there isn't support in this area.

  Business Response

  Date: 05/10/2024

  On 4/28/2024, the customer contacted ********************** in regard to a pending withdrawal. All withdrawal requests are processed within ***** hours, but may be quicker depending on volume. The customer is notified of this timeframe once requesting their withdrawal, and was notified of this timeframe again after reaching out to Underdog Fantasy's Support team. Canceling and re-requesting any withdrawal will reset the waiting period, which the customer was notified about. The customer's funds are still eligible to be withdrawn at this time, and no request has been since then.

  Customer Answer

  Date: 05/17/2024

  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:

  [Imagine being so incompetent, you legit confirm in writing the exact concern mentioned on a Better Business Bureau complaint. ???? What's that like for your bosses, having someone like you doing this part of the company's obligation to the CONSUMER? Yet being too absent-minded to actually READ? ??
  
  I never one time cancelled this transaction to start over, you'd know if you'd actually dig in. I also never one time pushed through a second withdrawal before the ***** window that your incompetent team is clearly good about reminding consumers as a stalling mechanism likely because your company is poor.
  
  This is a matter of me doing as I am supposed to, following every single prompt given, and your company FAILING to uphold its part: Return winnings to your players.
  
  There is nothing more; oh, maybe there's the fact that you guys wrote back MANY times after 04/19 on email, but on 04/28 when I asked for help for the FOURTH time in WEEKS, your other super intelligent agent decides to tell me they wouldn't be replying, because you've been on a ticketing system for 9 days. ????
  
  How embarrassing for you guys. Your owners are jokes, again, no wonder DraftKings is a far superior, trustworthy company. See attached, pal. I did more of your work FOR YOU..]

   

   

   

   

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

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

  Customer Answer

  Date: 05/31/2024

  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:

  [Oh, so do it a fifth time? How about address the rest of the complaint?

  Okay, we will withdrawal for the fifth consecutive time, and wait another ***** hours for the fifth consecutive time, and watch your company fail to uphold their end AGAIN for the 5th consecutive time. Got it, rookies.]

   

   

   

   

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

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

  Business Response

  Date: 07/19/2024

  The customer's ********************** sports account was flagged for attempting to use a withdrawal source 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. Currently, the customers account has no restrictions, and they may request a withdrawal for the remaining account balance with a withdrawal source that is in their name.