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:05/01/2025

  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.

  I made a $500 transaction that I requested a refund on prior to payment settlement that was not resolved, and I was instead offered a one-time $10 bonus credit. My bank account also shows an $1800 charge I did not authorize.

  Customer Answer

  Date: 05/26/2025

  At this time, I have been contacted directly by Underdog Fantasy regarding complaint ID ********, however my complaint has NOT been resolved because:

  Only a portion of my disputed amount has been refunded. The business closed my account with withdrawable funds and has ignored my request to pay me out.

   

   

   

   

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

  Sincerely,

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

  Business Response

  Date: 06/04/2025

  The customer's account was flagged for sharing a payment instrument with another Underdog account, a violation of the Terms of Use. After Underdog reviewed documentation provided by the customer, it was determined that the customer was multi-accounting, and abusing Underdog's referral credit program, also violations of the Terms of Use. Due to the multiple Terms of Use violations, the account will remain closed and the remaining balance has been provided to the customer.

  Customer Answer

  Date: 06/05/2025

  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:04/29/2025

  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.

  They are giving me the run around on my money

  Business Response

  Date: 05/02/2025

  The customer's account was flagged by **********************'s Support Team after attempting to deposit with a third-party checking account belonging to an underage individual.  The account was restricted, and documents were requested to ensure the individual operating the account was of-age.  The customer refused to provide the requested documents and requested account closure.  The account was closed and a $45 refund was issued.

• Initial Complaint

  Date:04/29/2025

  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.

  On underdog fantasy, before you are able to deposit any money and play, you are asked to provide certain information to verify your identity. Well for when i made my account i was not asked to provide this information (i do not even have this information), and i was allowed to play with no questions asked, well after i won and tried withdrawing my winnings, then i was asked to provide said information (which i don't have), and they are refusing to reinstate me for the money i have already deposited, but i would not have deposited money in the first place if i knew i would be asked to provide information that i do not have.

  Business Response

  Date: 05/06/2025

  The customer's account was flagged by **********************'s Fraud and Payments team for use of third-party payment sources, a violation of Underdog's Terms of Use. Upon review, it was determined that the individual operating the account was not the registered account holder. The customer's account has been closed, and winnings were forfeited as a result of multiple Terms of Use violations.

  Customer Answer

  Date: 05/20/2025

  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]

   it wasnt fraud it was just an account borrowed from someone else because they had boosts and i didnt think it was any harm because it said it was already verified, but then it was asking me to verify again after the account was verified already and after i did it deleted my account and took all my money

  
  

   

   

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

  
  Sincerely,
  
  *** ******
  
  
  
  
   
  

  Business Response

  Date: 05/30/2025

  Underdogs stance on the decision remains unchanged. Due to the terms of service violations regarding the use of payment instruments not belonging to the individual, the account will remain closed and is not eligible for reinstatement.

• Initial Complaint

  Date:04/27/2025

  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.

  In March, I deposited $2000 into a brand new Underdog Fantasy account. I was interested in trying the app because they claimed a free promotional balance of $1000 would be added to my account if I deposited $2000. I eventually end up placing one $500 bet thinking this is free money, I can't lose. Well apparently they have a ton of fine print policies and conditions, none of which were obvious or apparent to me. The other $500 promotional balance was at some point removed from my account without my knowledge, and now, not only can I not withdraw my $2000, but I can't even withdraw the remaining $1500. First of all, I would never, ever bet $500 of real money to ****** but whatever. What I'm most upset about is the fact that these policies are not clear, are tough to interpret, and they have been ignoring me and my request to refund all my remaining funds. I truly feel like I have been scammed but I know they will debate that with thousands of fine print characters. I have absolutely zero interest in gambling and want my remaining non promotional balance back.

  Business Response

  Date: 04/28/2025

  Underdog Fantasy's Deposit Match Promotion Bonus Terms and Conditions clearly outline the play-through policy and expiration on bonus funds.  These terms can be found in the "Promotions" subtopic of Underdog Fantasy's rules page, and additionally at the following link:
  **********************************************************************

  Customer Answer

  Date: 05/06/2025

  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]

  This issue is not resolved.  I still cannot withdraw my remaining balance.  Again, I am not interested in gambling and will not be coerced into gambling in the future. 

   

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

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

  Business Response

  Date: 05/13/2025

  This customer was awarded $1,000 in bonus funds after claiming Underdog Fantasy's Deposit Match Bonus Promotion.  Per the Terms & Conditions for this promotion, publicly available to all customers here (**********************************************************************) the bonus and initial deposit are subject to a 1x playthrough requirement and bonus funds expire after 14 days.T

  he customer placed $500 in valid ********************** contest entries, and requested a refund of their initial deposit without meeting the playthrough requirements.  Underdog Fantasy gave the customer the option to cancel their participation in the promotion by forfeiting the $500 in played-through bonus funds and withdrawing their remaining balance of $1,500, however, the customer declined.  The customer is free to contact ********************** customer support and to request canceling their participation in the promotion by forfeiting the $500 in played-through funds, at which time, their $1,500 withdrawal would be processed.  Otherwise, the remaining funds are subject to the play-through requirement

• Initial Complaint

  Date:04/26/2025

  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 account was locked randomly on underdog after winning money. I have correct identification and using my own name and address. There is a problem and they refuse to allow me back into my account. That is unfair.

  Customer Answer

  Date: 04/26/2025

  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:04/26/2025

  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.

  I have had an Underdog account for nearly 3 years. I am an older female who enjoys sports gambling and DFS contests and finally finished first in a contest (Battle Royale) on Underdog on 4/20/2025, winning $4,000. I was going to withdraw a portion of my winnings, which is when Underdog put a security hold on my account. They requested numerous documents to verify my payment deposit information and my identity, which I provided. They then requested identification for my son, presumably because he is also listed as an account holder on the bank account. They then completely closed my Underdog account and said that there were $45 worth of deposits that were flagged as underage transactions, which is not true because all deposits and ****** were placed with my ****** and/or bank account information originating on my PC and/or phone. My son's name is merely on the bank account, but that fact is unrelated to this Underdog account. Now they are making up new rules that they need a ****** account in his name when he isn't even the Underdog account holder. It seems like a double-standard that they can make up new accounts to deal with when they want to. That seems like it would be a violation of their own terms of use.This situation feels like it is a gender/age discrimination issue because they're assuming that because I am an older female that I would have no interest in or knowledge about sports gambling and DFS. Currently, I consistently participate in fantasy contests across multiple platforms and have had an on and off subscription to multiple Stokastic tools for the past few years.After closing my account, they offered to refund the amount of $45 that they flagged as underage deposits. I have deposited over $2,000 to this account since I opened it and after winning the contest had an account balance of $4,000. My account was wrongfully closed with this balance still owed to me.

  Business Response

  Date: 04/28/2025

  The customer's account was flagged due to use of third-party payment sources.  After review, it was determined that the owner of the third-party payment sources was not eligible to play on Underdog.  A ****** account in their name was requested in order to process a $45 refund.  The account will remain restricted.

  Customer Answer

  Date: 04/29/2025

  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:

   

  I am an owner of the bank account (third-party payment source) referenced in the response from the company and I utilize this account for certain transactions (my spouse doesn't like to see gambling transactions cluttering up our joint account). Attached is a copy of a recent statement from that third-party payment source. This business never had an issue with this account when I was depositing over $2,000 into my Underdog account, but when I want to make a withdrawal from my Underdog account to this third-party payment source then all of a sudden there is an issue with this account.

   

   

   

   

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

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

  Business Response

  Date: 05/30/2025

  Underdogs stance on the decision remains unchanged. Underdog received documentation from the customer that confirmed customer had circumvented age requirements which is a violation of its terms of use. Therefore, Underdog has determined this account will not be eligible for reinstatement.

  Customer Answer

  Date: 06/25/2025

  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:
  
  
  
  
  Hello,
  
   
  
  Although I did not get a chance to respond previously to the latest response from Underdog on 6/11/2025 in regard to Complaint ID #********* I continue to be unsatisfied with their response. They continue to respond with the same erroneous information which they are just using as an excuse not to pay out the winnings to a contest.
  
   
  
  I would like the record for this complaint to reflect that I am not satisfied with the response from Underdog and they have not resolved my issue.
  
   
  
  Thank you,
  
  ***** * ********
  
   
  
   
  
   
  
  In order for the BBB to appropriately process your response, you MUST answer the question above.
  
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  Date:04/25/2025

  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 am filing a complaint against Underdog Fantasy due to their failure to review and reinstate my account in a timely and fair manner. I submitted all requested verification documents, and the information I provided accurately matches the details on my account.Despite my repeated attempts to contact their support team, I have not received any meaningful updates or a resolution. Numerous users in similar situations have had their accounts reinstated immediately after their documents were verified, but I am being unfairly delayed without explanation.This lack of transparency, inconsistency in how account reviews are handled, and the overall lack of communication is unacceptable for a company that handles personal information and financial transactions. I am requesting immediate action to review and restore access to my account, or at the very least, a clear and justified explanation for the delay. My username on underdog fantasy is *******

  Customer Answer

  Date: 04/28/2025

  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:04/25/2025

  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.

  Attempted to deposit $50 on Underdog on Super Bowl Sunday 2/9. after waiting for the deposit to go through (which it never did). I reached out to their support team ************************************ on the same day 2/9. Got a response from **** (support agent) on 2/10 that they are aware of the depositing issue the previous day and are working on getting it resolved as soon as possible. On 2/14 **** (support agent) claim they are waiting on the Payment Processor to "work out the issue on their end". After that statement the assured me that I was on the deposit outage list & will receive my funds. Fast forward to 4/25 and I have still not gotten reimbursed Months after the incident. The deposit still is not in my underdog ***** there is no return of my $50 to my bank account

  Business Response

  Date: 04/28/2025

  The deposit in question has been refunded and will reflect on the customers banking account within 7-10 business days.

• Initial Complaint

  Date:04/25/2025

  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.

  I am filing this complaint against Underdog Fantasy for withholding my winnings and mishandling my account verification despite providing complete documentation.I created an account under my legal name and funded it using my personal payment method. After winning approximately $600, Underdog suddenly restricted my account and requested verification, which I promptly provided including my ****** and bank statements clearly showing the charges originated from my account.Despite this, ********************** has refused to reinstate access or release my winnings. Instead, they are now demanding personal documentation from another individual who is apparently banned from the platform even though my account, name, and payment methods have no connection to this person. This demand is unreasonable, invasive, and unethical. I should not be held liable for the account standing of someone else, especially when all evidence supports that this account and its funds belong to **** have attempted to resolve this multiple times through their support team but have received no resolution or timeline for my issue. Their lack of response and continued withholding of my legitimate funds is unacceptable and borders on fraud.I am requesting that Underdog Fantasy immediately:1.Reopen my ***************** my rightful winnings.3.Cease any further requests for third-party information unrelated to my verified account.If this cannot be resolved promptly, I will be pursuing a chargeback with my financial institution and reporting this to additional consumer protection agencies.

  Business Response

  Date: 04/28/2025

  The customer's account was restricted by ********************** for use of third-party payment sources. Documents were requested and the customer refused to provide them.  The account will remain restricted until all requested documentation has been provided.

  Customer Answer

  Date: 05/11/2025

  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]

   Ive already submitted all the documents that were requested, including my bank statements and clear pictures of my ID. Despite this, my account still remains restricted and no further explanation has been provided. Ive complied fully and in good faith, and Im asking that my account be released as soon as possible.
  
  

   

   

   

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

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

  Business Response

  Date: 05/15/2025

  The company was unable to verify the documentation that was provided by the customer and stands by its determination to close the account due to violations of its terms of use.
  

  Customer Answer

  Date: 05/20/2025

  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]

   

  Despite fully complying with their verification requestsincluding submitting all necessary documentation and providing complete bank statementsthey wrongfully banned me from their platform without valid justification.
  
  
  This is not an isolated incident. Numerous users have reported similar experiences of being unfairly locked out of their accounts after fulfilling every verification requirement. Its unacceptable for a business that handles user funds to operate with such a lack of transparency and accountability.
  
  
  Underdog Fantasys repeated behavior raises serious concerns about their integrity and how they treat their customers. Ive reported this issue and encourage others whove been affected to do the same.
  
   

   

   

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

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

• Initial Complaint

  Date:04/24/2025

  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.

  Hello, my name is ***** ****. I was recently suspended from underdog after winning a little bit of money. I had been placing bets providing verification for over 8 months. My account name is CSGOAT. And my email for the account is *********************** .Everything has been in my name and there has been no problems. All I want is to have my money. I have provided all the documentation to them in the email they sent requesting for documentation and just want some answers.

  Business Response

  Date: 04/28/2025

  The customers account was flagged by *********************** Fraud team due to sharing a withdrawal source with another customer. All customers are permitted to deposit and withdrawal with sources that are in their name only, and these sources may not be shared across multiple accounts. The customer provided the necessary documentation and the account was subsequently reinstated.  A warning was given for the terms of use violations. The account is not currently restricted.