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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

    • 414 total complaints in the last 3 years.
    • 276 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:11/14/2023

      Type:Delivery 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.
      I have placed an entry and it was incorrectly graded. one of the players ******************** had 15Pts and 7 Rebounds , however underdog scored it as a total of 21 points. If scored correctly , my payout would be $600 compared to $150

      Customer Answer

      Date: 12/09/2023

      Better Business Bureau:

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

      Sincerely,

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

    • Initial Complaint

      Date:11/13/2023

      Type:Customer Service 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.
      Deposited and loss $5,000. Literally the time I finally win my account is banned, I have used my personal email, personal PayPal, and personal card. If I am unable to win money on this then I want my money back I have ****** in my account and I am down $5,000 on my debit card. I can verify any information

    • Initial Complaint

      Date:11/02/2023

      Type:Product Issues
      Status:
      Resolved
      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 has been shut down for a week now and it keeps saying under review and theyll get back to me, problem is I won $2,000 prior to the issue and I am unable to withdraw. The money is mine and I would love to continue betting on the platform because Ive had a good experience besides this, I hope this is resolved soon.

      Customer Answer

      Date: 11/02/2023

      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:10/24/2023

      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.
      At approximately 8:00 PM PST on 10/23 I entered a Underdog Fantasy Best ******** fast-pick draft pool and was assigned the #2 pick. The draft lasted approximately 45 minutes. The team I drafted is as follows round and pick number included:1) ********************* (2)2) ****************** (23)3) ***************************** (26)4) *********************** (47)5) ********************* (50)6) ********************* (71)7) *********************** (74)8) ********************* (95)9) ************************* (98)10) *********************************** (119)11) *********************** (122) 12) ****************************** (143)13) ********************************* (146)14) *************** (167)15) ********************* (170)16) ***************************** (191)On 10/24 at approximately 8 am PST Underdog fantasy removed this team from my account and credit me my $10 entry fee without providing any explanation for the reason. This is disconcerting and unprofessional coming from a gaming company. Furthermore, the draft picks are in a randomized order so getting the #2 is rare. Underdog Fantasy needs to reinstate my team or provide me with additional credits for the wasted use of my time as well as an explanation for the problem. Also, the additional credit should include repicking at the same draft # as I was awarded. If this situation is not resolved I will consider legal action as the winner of this tournament can receive up to ****** and you have a gaming company deleting entries without explanation.

    • Initial Complaint

      Date:10/23/2023

      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.
      This business is about gambling through an online app. My son, who is a minor, was able to register without my permission. The app didnt verify any documents to make sure of anything: true identity, age, if the account provided belongs to him. The website is designed to accept anything; as long as you put a credit card information, theyll gladly take your money and its all good. **** made a couple of attempts to reach them. They promised to refund our money, but them ceased contact. The money is just sitting in the account; it wasnt used to ****** because its not even allowed because we are from **.

      Customer Answer

      Date: 11/17/2023

      Better Business Bureau:

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

      Sincerely,

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

    • Initial Complaint

      Date:10/23/2023

      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.
      My account got locked out while trying to make a bet for NO reason. Then claims I have to reach out to their support which could take 3-4 weeks which is absolutely ridiculous. I spent money to make a bet and get locked out. That is quite literally robbery. I was in the middle of making a bet and they kept adding player bets that I never added so I kept removing them to put the bets I actually DID want. But wanna state I was doing too many actions when they forced me to by removing bets I never wanted. Sent a few emails out of frustration. Nothing. It's sad that this company doesn't have a chat or customer support number because they know they'd be in s*** with constant calls cause they wanna lock accounts for NO REASON.

    • Initial Complaint

      Date:10/11/2023

      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.
      Earlier this month i had found out about underdog fantasy from a friend i made an account but didnt have money so he gave me his card to deposit for my first time because there is a match.My first Time i won 10,000$ and was excited because im going through a lot . i tried to withdraw the money and they said there was an issue, i sent in all the documentation the required 4 days later they responded saying they cant pay me for my winnings because of self- exclusion i did that because i didnt want to go through this again with them and it states any balance in the account will be settled which was 10,000$ not a refund

      Customer Answer

      Date: 11/05/2023

      Better Business Bureau:

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

      Sincerely,

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

    • Initial Complaint

      Date:10/02/2023

      Type:Product Issues
      Status:
      Resolved
      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 company tried to hack my debit card. I have no clue how they even got my info

      Business Response

      Date: 10/16/2023

      I am writing in response to Complaint #******** regarding Unauthorized Activity. On October 2, 2023, the customer filed a complaint regarding an unauthorized transaction from their bank account with **********************. On October 5, the customer was contacted for more information regarding the unauthorized transactions for Underdog's Fraud and Payments team to review. On October 6, the customer stated that all transaction attempts were denied, and the customer closed the compromised card. The ********************** account committing the unauthorized deposit attempts has been located and banned.

      Customer Answer

      Date: 10/17/2023

      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:09/29/2023

      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.
      When trying to withdrawal, I tried using a family members email, when it did not work I reached out to support to do it for me. Instead they banned my account for multi-accounting and will not get back to me. I have had my account for over a year and have only deposited until this point.

    • Initial Complaint

      Date:09/14/2023

      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.
      I think the company advertises its payouts as being higher than they truly are. This is because your wager (your money) is part of the payout. They do state this in the rules. My complaint is in how the payouts are presented. Underdog states if you pick two players you get 3X payout. However, part of that is your own wager back. If you wager 10$, you get 30$ back. The problem is 10$ of that is your money, so youre really getting 20$ or 2X. I think this makes people believe they could win more money than they really can and thats lame. If it was truly 3X on a 10$ bet, youd get 40$ back total, 30$ + your 10$ wager. Thats how real odds work. This just seems like burying a term in rules vs openly displaying your profits.

      Business Response

      Date: 09/19/2023

      I am writing in response to Complaint #******** regarding Payout Claims. Our Pick'em rules page (************************************************) includes a section titled "What are the payouts associated with each Pick'em entry?" which defines all payouts to include the entry fee paid back. For example, a Pick 2 is paid out as 3-1, where the entry fee is included in this payout as defined by our rules. Any Pick'em payout the customer receives on the platform will include the entry fee that was initially paid. 

      Customer Answer

      Date: 09/27/2023

      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 complaint is not about the payout amounts, the complaint has to deal with how the payouts are advertised. These rules are buried in the app and where the payout multipliers are presented everywhere. I understand that this distinction can be found if you look hard enough, but when it comes to peoples money I personally feel the wager/money paid breakdown should be presented more clearly. I view this as Underdog not be transparent with its customers.

       

       

       

       

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


      Sincerely,

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




       

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