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Business Profile

Online Gaming

Underdog Fantasy

This business is NOT BBB Accredited.

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Complaints

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

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    Customer Complaints Summary

    • 415 total complaints in the last 3 years.
    • 271 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:01/25/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 1k and withdrew 980 on 1/21 using my moms PayPal and was waiting for it to come and it didnt. Then I tried making a PayPal myself and withdrawing it but it resulted in restriction of my account. I am infuriated and want my money

      Business Response

      Date: 01/28/2024

      On 1/25/24, the customer's account was restricted for being in violation of Underdog Fantasy's multi-accounting policy. All customers are permitted to open and hold one account on our platform. In addition to this, the customer was using a PayPal source that belonged to another individual. Our terms of service also state all deposit and withdrawal sources must match the Underdog account holder. On 1/26/24, the customer provided the necessary documents for clearance, and has been issued a warning for these violations. Their funds have been released at this time.

    • Initial Complaint

      Date:01/24/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 deposit on my account of $100 dollars which also showed a $100 bonus. However when I made the deposit I did not get the bonus. The reason why I deposited the amount was to get the bonus. I reached out to support and they stated it was just a bug.listed below what they said. Hey there, Apologies for the confusion here. This was a display error. The deposit promotion is only for new users on their first deposit. Apologies for any inconvenience and let us know if you have any other questions. Thanks! This was false advertising.

      Business Response

      Date: 01/28/2024

      On 1/17/24, the customer reached out in regard to a deposit match promotion. Our current deposit match promotion states that only new customers are eligible to claim this bonus. As an existing customer, this customer was not eligible for the aforementioned bonus. Due to an app display issue, the customer was presented with this offer. This display issue has since been fixed, and on 1/28/24, the customer was awarded the $100 promotional bonus.

    • Initial Complaint

      Date:01/23/2024

      Type:Product Issues
      Status:
      Answered
      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 son at the time being a minor engaged in the sports website for money without my permission and has been taken advantage of by this company for $600

      Business Response

      Date: 02/07/2024

      On 1/28/24, the complain was responded to via email from Underdog Fantasy's Support team. A follow-up email was sent the same day requesting additional information to help locate the unauthorized charges claiming to be made, in which no further contact was received by Underdog Fantasy's Support team to assist further. Based on the lack of additional information provided by the complainant, Underdog Fantasy is unable to assist further until the requested documentation has been provided.

      Customer Answer

      Date: 05/30/2024

      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:

      Good afternoon 

      I did respond to Underdog fantasy with all the requested information but they never provided help or resolution 

       

       

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


      Sincerely,

      *************************




       

      Business Response

      Date: 05/31/2024

      On 1/28/2024, the customer was informed by **********************'s Fraud and ******************* that the account in question was closed and a refund was issued back to the deposit source due to the Terms of Service and Code of Conduct violations.

    • Initial Complaint

      Date:01/18/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 1/17/24, I was offered a deposit match bonus meaning they would give me $100 in play if I deposited $100. I made my deposit but never got the promotion. When I asked when I would receive it, they told me it was a display error and that they would not honor it.

      Business Response

      Date: 01/22/2024

      On 1/17/2024, the customer was shown a 'deposit match' when making a deposit. This listed deposit match was a display error that has since been revised by our iOS Product team. The customer reached out for more information on this, where ****, a Customer Support agent, let them know about the display error. On 1/22/24, the customer received the deposit match due to the error. As our Promotion rules state, 'In some instances, Underdog may hand out additional Promotion Bonus that are not tied to first deposits.

    • Initial Complaint

      Date:01/16/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 deleted after I placed some parlays for second half *** games after I specifically told them not to!

      Business Response

      Date: 02/02/2024

      On 1/13/24, the customer reached out to our Customer Support team requesting an account closure. This request was granted by ***, a Customer Support agent. The customer responded wishing to have their account re-opened, which Dom fulfilled this request on 1/14/24. The customer's account is currently open and in good standing.

      Customer Answer

      Date: 02/06/2024

      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:

      This is untrue my account is no longer open with them, I have moved onto a better app, I have sampled many of the player pick apps and underdog has the worst customer service BY FAR!

       

       

       

       

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


      Sincerely,

      *************************




       

    • Initial Complaint

      Date:01/12/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      These people talk about some multi policy that they allow to take my money and the closed ********** and also my wife account after we deposit **** on each account it was easy for them to take my money now its my birthday and I cant do anything with my kids this year

      Customer Answer

      Date: 02/05/2024

      Better Business Bureau:

      At this time, I have not been contacted by Underdog Fantasy regarding complaint ID ********.

      Sincerely,

      *****************

    • Initial Complaint

      Date:01/12/2024

      Type:Product Issues
      Status:
      Unanswered
      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 Friday Jan, 6th 2023 I received an email from Underdog Fantasy asking to reverify my account. My name was misspelled and I replied with both requested documentation at 430pm on the 6th. I waited and did not hear back so I contacted support. They told me that the team would be with me asap. I tried multiple times to contact them to see what the hold up was as contests and promos were appearing but I could not participate because my account was locked. Eventually I gave up hope figuring the team went home for the weekend. Then Monday I continued to reach out but no response and now the support was ignoring me. Yesterday I tried to contact ******* via LinkedIn as a way to get an explanation what the hold up was and verify its actually me. Then I was blocked my *******. Now it is Wednesday and still no response, no help, Ive been completely ghosted by the company Underdog Fantasy. Now I am elevating this as each days passes without a response as it is completely unacceptable and unprofessional to treat customers like this.

    • Initial Complaint

      Date:01/08/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 and my wifes account were closed while trying to go through verification process. We now are out thousands of dollars without a single warning or any sort of explanation on how to access our money whatsoever. The money was deposited and placed into contests when the accounts were restricted and have been attempting to access the funds and contact support prior to any of the contest starting. We have no response in over 48 hours, we have tried via email, ******* and phone. Thousands of dollars have been stolen at this point from us without any warning, explanation and no way of contacting a representative.

      Business Response

      Date: 01/22/2024

      On 1/18/2024, the customer was contacted in regards to a terms of service violation regarding a deposit source in their name being used on an account where the user details did not match. All customers are permitted to deposit and withdrawal with sources in their name only. In addition to this, the customer has set a self-exclusion which limits the access their account until it has expired. This cool-off is non-reversible, as our terms of service state. They will have access to their funds once this exclusion expires.

      Customer Answer

      Date: 02/14/2024

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

      The response by underdog was a repetitive statement of falsehoods that they had sent to myself previously, likewise they continue to ignore the other complains about the California Consumer Privacy act. Furthermore I had opted out of arbitration with them and have also yet to receive any confirmation of this happening. Finally all steps were taken to resolve this matter in the correct method as laid out in their very own terms of service which includes sending a formal complaint via email and getting a response within ten days time. This did not occur. In fact the only time a real response has been received was after having to go onto the companys discord channel where staff members there promised me resolution of the issue. When this did not occur they quickly deleted those messages in the conversation as they cannot be retrieved on there once deleted. This is in addition to the response they sent to the BBB, which further proves that this company refuses to offer any customer support as they are willing to respond to a public complaint but entirely ignore emails and refuse to set up a phone line to speak with a person. This company intends to operate under extremely suspect and questionable loopholes in states like ********** where sports betting is illegal and DFS is allowed. However they try to claim protections of a sports betting company and while they market themselves as a contest to fill their pockets with money from those who want to ****** but cant, they do not treat it like a contest in any way and directly violate their own terms of service and simply ignore any such complaint or issue. 

       

       

       

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


      Sincerely,

      ***********************




       

    • Initial Complaint

      Date:01/04/2024

      Type:Billing Issues
      Status:
      Unanswered
      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.
      Today on January 4, **** this company just tried to hack into my debit card for my personal checking account for $200.00. My bank's fraud **** alerted me and the account was frozen. I have never heard of this company until today. This was an unauthorized and illegal transaction.

    • Initial Complaint

      Date:12/18/2023

      Type:Order Issues
      Status:
      Answered
      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.
      Hey ** reaching out because Im not able to physically contact nobody at underdogs about my current payouts! I love the app its convenient and I love being able to place my bets from the comfort of my home, but when I win I never receive any payments! I work hard and im a single mother of two! I need EVERY ***** if you guys understand please help me receive my payout! Heres the info I have to proceed Thanks!Since 11/29 I been waiting on a payout

      Business Response

      Date: 12/19/2023

      I am writing in response to Complaint #******** regarding unfulfilled payouts. Our standard processing time for withdrawals is stated as ***** hours. Multiple withdrawals were submitted and canceled in that timeframe, which resulted in the waiting period being reset. The requested withdrawals were then processed within the given timeframe to the provided payout address, and the customer has received their funds at this time.

    Underdog Fantasy is NOT a BBB Accredited Business.

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