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:05/02/2024

  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.

  My account is on hold because I attempted to withdraw the money i won on their app (Underdog Fantasy). They claim I have 2 accounts, but i do not, the other one is my husbands, and he closed it. Underdog even told me the account was closed. So i tried to withdraw money to the paypal account, with the email that is tied to my husbands account. And they put my account on hold because apparently i have 2 accounts, which is not true, they told me the other one was closed, so i dont understand how i could possibly have 2, if they arent the same name i contacted support like 2 days ago, still no response, everyday they say itll take a few hours for them to reach out to me.. (i also uploaded all the verification documents they asked me for) This was the email they sent meWe are contacting you regarding your Underdog Fantasy account.Your account is currently suspended while undergoing a standard security review, and we need to verify some of your account information.Please respond to this email and send us the following documentation for further review:A clear color copy of a valid government issued photo ID, drivers license, or passport.A photograph of you holding your identification (in your hand, close to your face). This ID must be legible and the same document that you have sent to us.A screenshot of the Account Details page for the following PayPal account(s): ****************************************** Please also respond to this email and acknowledge that you understand our platform's Terms of Use here:************************************************************** Once we have received your documents and acknowledgement, we will be able to review your account for reinstatement.??Thanks,The Underdog Team

  Business Response

  Date: 05/10/2024

  On 4/30/2024, the customer's account was flagged for using a deposit source that was used on another account on **********************'s platform. All customers are permitted to deposit and withdrawal with sources that match the details on the Underdog Fantasy account, and any sharing of these sources across multiple accounts is prohibited per Underdog Fantasy's Code of Conduct and Terms of Service. The customer contacted ********************** with falsified documents on 5/8/2024, and in addition to this, falsely charged back deposits made to the account on multiple accounts. The accounts in question will not be eligible for reinstatement and any winnings accrued were forfeited due to these violations.

• Initial Complaint

  Date:05/01/2024

  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 deposited funds into my Underdog account multiple times with no issue. Placed a few bets and lost. After I won my first bet and attempted to withdraw my account was suddenly restricted. I was contacted by support to provide supporting documentation, which I complied with and provided each piece of documentation asked of me. I did not get any response back for 4 days and was ignored by regular customer support. On Monday 04/29/2024 I get an email from support asking to provide copies of proof of owning three paypal accounts but I only have one active paypal account, and I already provided proof of owning that account in the original email. Currently support is not replying to my emails or messages. I do not know what to do as I have around 2.9k sitting in the account that I cannot withdraw.

  Business Response

  Date: 05/10/2024

  On 4/26/2024, the customer's account was flagged for using sources on the account 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. The customer supplied the necessary documents for clearance, and on 5/8/2024, the account was reinstated and the funds mentioned were processed to the requested PayPal account.

• Initial Complaint

  Date:04/23/2024

  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.

  One of the entries results are wrong. I tried to contact and message to the service but they never answered. It stated the lebron didnt scored higher than 9.5 1 pt plus rebound plus assists, which he did in the *** statistics and even the one you use. Plus it stated incorrect in the middle of the game. I want the money that I should of won off the bets shown.

  Customer Answer

  Date: 04/23/2024

  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:04/22/2024

  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 had set up a parlay on the underdog fantasy app where I put in 10$ for a win of 51$ and the first two legs of my parlay had hit and my third piece which was ****** to go over a certain amount of assists and while watching the game he achieved that but underdog did not record this. My parlay did not go through and I lost my money when I should have received the full amount. I tried to contact support and they refused to help or do anything. I am needing to get my full reward or at least refunded the 10$ I used for entry. ESPN had shown an error and underdog did not correct this, ****** had one less assist then needed for my parlay to succeed going into the fourth quarter and got one to Tauren Prince to go over which is shown in the supporting screenshot, and still counts after the game. My accounts username is: ********** ; and email is *************************** thank you for your time.

  Business Response

  Date: 04/25/2024

  Underdog Fantasy's *** projections are scored automatically through the official league data feed. How the stat is officially scored on their end is what Underdog Fantasy grades the projections with. Any applicable stat corrections that the league makes will be captured in the grading, but as Underdog Fantasy's rules state, any scoring changes or stat corrections provided by our partners after a contest has ended and Underdog Fantasy has settled the contest will not impact the already-settled contest.

  Customer Answer

  Date: 04/30/2024

  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 would like my refund of 10$ please and thank you. 

   

   

   

   

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

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

  Business Response

  Date: 05/10/2024

  The Pick'em entry in question has settled correctly with Underdog Fantasy. No additional funds are eligible to be distributed at this time.

• Initial Complaint

  Date:04/11/2024

  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 so March 31, 2024 I placed a few bets on underdog fantasy and in those bets were for *** player ****************** to get a double double in a basketball game. After the game was settled I began to look up stats of bam and it clearly states in numerous sites that he had over 10 points and 10 rebounds to be exact, is that not a double double? Because indeed it is. Now underdog also clearly stats they take statistics from ***.com, and when you go on there it clearly states he had a double double. I have proof of his stats and my bets if you guys would like it. You guys can look up his stats on every site he had a double double. They jipped me for over 700 dollars. Id like to get a refund for the money I spent on the bets or get my winnings I deserve.

  Business Response

  Date: 04/12/2024

  On 4/1/2024, the customer reached out to **********************'s Support team inquiring about a grading concern. The grading in question featured a player receiving a stat correction post-settlement. The customer was information that the projections were scored automatically through the official league data feed, and that any stat corrections handed down post-settlement are not factored into graded projections as Underdog Fantasy's rules state. The projection in question was settled correctly at the time of grading with the stats handed down by the official league feed.

• Initial Complaint

  Date:04/10/2024

  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 initiated a withdrawal of 600$. Whilst it was pending I continued to play on the site and deposit as one normally does. I then placed a 50$ entry and won 127.50$. I placed that on another entry and upon going to check on that entry, my account was blocked and disabled permanently. The issue that stands is the pending withdrawal of 600$. I am seeking resolution for MY compensation and for this companies lack of support.

  Business Response

  Date: 04/11/2024

  On 12/16/2023, the customer's account was flagged by **********************'s system for entering a card that did not match the details on their Underdog Fantasy account. All customers are permitted to deposit and withdrawal with sources that are in their name only, per our terms of service. In addition to this, the customer was found to be sharing deposit sources across multiple accounts on **********************'s platform. On 2/16/2024, the customer was then found to be in violation of Underdog Fantasy's multi-accounting policy. Holding multiple accounts is prohibited via Underdog Fantasy's code of conduct. Due to the continued violations, the customer's accounts have been closed.

  Customer Answer

  Date: 04/11/2024

  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]

  As shown above, regardless of my account ban I won an entry for 600$ I am not satisfied until that is paid to me. I was charged from MY personal debit card to win that entry. I feel it is very unfair to disable my account without SENDING my winnings FIRST. I was informed my winnings are put on hold. How will they be on hold when my account is permanently disabled as shown in the first photo from my first message. This company cannot keep my funds when Ive paid to win that amount 

   

   

   

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

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

  Customer Answer

  Date: 05/13/2024

  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]

  Its not fair to forfeit any of my winnings considering I STILL spent money to win 

   

   

   

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

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

  Business Response

  Date: 05/31/2024

  The customer was provided with $720 worth of refunds due to the breach in our Code of Conduct. Any winnings on the account have been forfeited at this time due to the Terms of Service violations.

• Initial Complaint

  Date:04/08/2024

  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.

  My account was locked after I won last night I made some tickets then they locked my account I won 251$ they havent email me back all they keep saying is that they canceled my account I havent done nun wrong I really need some help

  Business Response

  Date: 04/24/2024

  On 4/7/2024, the customer's account was restricted by **********************'s Fraud and Payments team for continued use of payment sources that are not in their name. All customers are permitted to deposit and withdrawal with sources that match the details on the Underdog account only. The customer was previously warned on 10/15/2023 about this behavior, and because these violations have continued, the customer's account will remain locked and restricted.

• Initial Complaint

  Date:04/08/2024

  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.

  On March 30 I went to withdrawal 450$ out of my Underdog Fantasy Account but after 3 days of it still not been sent to my PayPal I went to contact support and they told me my account was suspended and that I needed to provide information like my id, and picture of my PayPal info which I did. Therefore after submitting the info an agent never got back to me and my money has still been stuck in my restricted account. Its been over 9 days!

  Business Response

  Date: 04/25/2024

  On 4/1/24, the customer's account was flagged by **********************'s Fraud and Payments team for a third person PayPal source being shared across multiple accounts. Customers are permitted to deposit and withdrawal with sources that match the details on their account-only, and may not share these sources across other accounts. On 4/11/24, the customer provided the documentation necessary for reinstatement and was issued a warning due to the terms of service violations.

• Initial Complaint

  Date:04/05/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 03/26/2024 I placed 2 parlays to win 100 dollars each I tried to withdraw my money on 03/27/2024 when I realized they restricted my account for no reason cause all was trying to do was take my out its been 10 days I still have not received a email back from consumer support to even solve it all I want is my money then they close it back I could careless I just need my money

  Business Response

  Date: 04/25/2024

  On 3/27/2024, the customers account was restricted by Underdog Fantasy's **************** due to breaches of our terms of service, including multiple accounts being run through the same device. The customer was contacted with a documentation request, and on 4/23/2024, the documentation was reviewed by Underdog Fantasy's ****************. On 4/25/2024, the customer's account was reinstated.

• Initial Complaint

  Date:04/05/2024

  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 chchingcee I made a 5 pick on Underdog sports betting app for 100 bet payput 2,000.I got 4 right and my last pick ***** never played he was in the injured list. My bet then turns into a 4 pick which pays out $1000. Same thing happen before and i got paid I have receipts. After the whole game went through and I won they tried to void all picks and refund my money. If that was the case do it soon as I place my bet. If I lost you would took my money. False advertisedment and fraud.Please make this right as soon as possible. I want my earning that I won which is ***** dollars.Thank you.

  Business Response

  Date: 04/08/2024

  On 4/4/2024, the customer reached out to **********************'s support team inquiring about a recent Pick'em entry they made. The entry was submitted with a player who did not end up playing, meaning the selection was voided from their entry per our rules. When this happens, the customer's entry will be graded based on the remaining active selections. Underdog Fantasy's rules state all active entries must contain 2 or more players from 2 or more teams. This customer's entry only contained players from the same team after the voided selection, meaning they were correctly refunded their entry fee regardless of the remaining 4 outcomes. The entry was been settled in-line with Underdog Fantasy's rules at this time.