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:04/24/2025

  Type:Billing Issues
  Status:

  UnansweredMore 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 an underdog account and I been using and depositing money now for some months now. Im kinda new to the sports bettering world my son advise me to create the account cause I always saw him winning money which I never have until few days. I won some money and tried to withdraw it and I have a streak on day 6 for 10k and they suspend my account and I only need 5 more in a down to win the 10k now my account is suspended and I didnt do anything wrong other than try to withdraw.

• Initial Complaint

  Date:04/23/2025

  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.

  Underdog has banned my account (*********************) for no apparent reason, and it also happened after i just deposited money to them as well. I have been using this app for months and my account is fully verified , i eventually took a break from it and came back to betting earlier today. deposited money and put in a bet and it went smoothly, as i tried to put in another thats when it told me that my account has been banned and under review for no reason whatsoever, i tried to withdraw the money back so i dont lose it if my account is truly permanently banned and they didnt let me as well. i have a screenshot of transactions used on my account with the date provided to insure that my account was fully verified and that my account has been banned not too long after i deposited

  Business Response

  Date: 04/25/2025

  The customers ********************** account was flagged by Underdog for using third-party payment sources and use of a proxy server, both of which are violations of Underdogs Terms of Use. Per the Terms of Use, customers are only permitted to deposit and withdraw using payment sources that are in their name and match the details on their account. The customer has failed to provide requested documentation required to review the account to confirm the account holders details and payment source ownership. The account will remain restricted until this documentation has been received and reviewed.

• Initial Complaint

  Date:04/20/2025

  Type:Billing Issues
  Status:

  UnansweredMore 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 April 13th . I had an account with ** for about a week , I had just deposited 150 for an entry the same day I won ***** dollars off of two entries i believe , I went to go withdraw and i had previously withdrawn before with this same bank account and had no issues but as soon as i won and tried to withdraw the money underdog had my account under review , I kindly emailed me to asked why and to verify information which i had no problem with doing and showed them proof with bank statements drivers license and a photo of me holding the license , after a few days of reviewing the documents they permanently banned my account and said i violated there terms because i wasnt the owner of the account even though I was and said i was using both accounts since my daughter has and account as well with the same bank account information since its a joint account . I apologized and even asked them if i can just use my other bank account because no where in there policy does it say you cant just use a joint account with a family member . They had my daughters account under review as well and she provided proof of her identity just gave her a warning because they thought she was using both accounts for some reason and let her continue using her account . I provided proof of everything on there end to verify that it was me using the account and we had the same address but different social and different drivers license obviously and still banned the account . I was very open with them and remained very cooperative towards them reviewing my account and documents . This was the first and only violation of my new and only underdog account since i signed up a week prior and the resolution was to just permanently block and delete my account . They withheld ***** dollars that i just earned , but if they are going to withhold my winnings, I will have no choice but to begin the dispute process of all payments . There charging my account still to this day and says i won them 2 hundred $ .

• Initial Complaint

  Date:04/19/2025

  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.

  I just started using Underdog Fantasy yesterday. Well I was trying to understand the priority at which they grade your selections and their customer support. Didn't help me at all! They just copied and pasted answers. Well they finally graded my bet and paid me out after two hours of the event being Finished. Well comes to find out you win a bet and they suspend you on their platform, and now I can't get my funds?!?!?! Seems like something fishy is going on. Takes 2 hours to pay out the bet then suspends the guy that wins lol.

  Business Response

  Date: 04/24/2025

  The customer contacted ********************** regarding grading of fantasy contests involving PGA projections. The customer was informed that *** projections are typically settled once all players have finished their round for that day. In response, the customer made several abusive comments directed towards Underdog staff. The comments made by the customer also triggered a review of the customers account by *********************** Responsible Gaming Team. Currently, the customers account is restricted pending the undergoing review.

• Initial Complaint

  Date:04/17/2025

  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 am writing to file a formal complaint against Underdog Fantasy regarding the sudden closure of my account and the companys refusal to release my remaining funds.I have been using Underdog Fantasy on and off for over two years. On April 16th, 2025, while I had active bets placed, I was unexpectedly logged out of my account. When I tried to log back in, I received repeated error messages claiming my login information was incorrect. I attempted to reset my password, but the error continued. Shortly afterward, I received an email stating that my account had been locked.I contacted Underdog Fantasys support team and was told to wait an hour before trying again. I followed up to ask if there was a specific time I could log back in, but I received no response. After waiting an hour, I attempted to log in again with no success and contacted support a second time. This time, I was told that my account had been permanently closed with no explanation and no option for appeal. They also stated that I would not be allowed to open a new account in the future.Whats most concerning is that I still have money in my accountboth deposited and winningswhich I have not been able to access. Despite multiple emails requesting a withdrawal or further instruction, I have not received a *********** this stage, I am not asking for the account to be reopened. I am simply requesting that Underdog Fantasy allow me to withdraw the remaining balance that is rightfully mine.I am extremely disappointed in how this situation has been handled and urge your office to investigate this matter. I am happy to provide screenshots, email communications, or any additional documentation needed to support my complaint.

  Business Response

  Date: 04/18/2025

  The customer's account was closed by ********************** for using third-party deposit and withdrawal methods that did not match the details on the Underdog account and sharing their account through multiple devices, which are violations of Underdog's Terms of Use.  The customer was given several warnings, but continued to violate the Terms of Use.  As such, the account was closed and will remain closed.

  Customer Answer

  Date: 04/21/2025

  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]

   I have as well told underdog multiple times that I did not use any third party services to deposit or withdrawal money. I did confirm that I was using 2 devices which was an 2 iPhones that were mine. I am not looking for my account to get reopened, I want my money that I won from the night they closed my account. 

   

   

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

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

  Business Response

  Date: 04/25/2025

  The customers account was closed by ********************** for violating its Terms of Use, specifically the prohibition against using third-party payment sources and sharing of the account through multiple devices. This account is ineligible for reinstatement and Underdogs stance has remained unchanged.

  Customer Answer

  Date: 04/25/2025

  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:04/12/2025

  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.

  During the month of March 2025 I won 2 bet slips on the same day with Underdog Fantasy and when I tried to log into my account I was told that my account was blocked. I then contacted customer support through email because they don't have a phone number to contact them through and they told me that I violated the Terms of Use policy and they attached a link to the policy. After reviewing the policy I didn't see any violation that I could have violated. I responded as such and they never responded. This happened at least 3 times.

  Business Response

  Date: 04/15/2025

  This account has been restricted in accordance with Underdog Fantasy's Terms of Use. The customer's remaining balance has been withdrawn to them, and the account will remain restricted at this time.

• Initial Complaint

  Date:04/12/2025

  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.

  Saturday 4/11/25 I deposited $400 on underdog fantasy sports, and won $700 but when I tried to withdrawal it my account was suspended wrongfully Ive added money and withdrawn multiple times with no issue.

  Business Response

  Date: 04/15/2025

  The customer's account was suspended by ********************** due to using third-party deposit and withdrawal methods, a violation of the Terms of Use.  The customer also reached out making statements about needing the funds in the account for a specific emergency.  Documentation was requested from the customer, but has not been provided.  The customer must provide the requested documents and complete a responsible gaming review before they are eligible for reinstatement.

  Customer Answer

  Date: 04/15/2025

  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]

  I just sent in the information needed now hopefully I can get a response or help. 

   

   

   

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

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

  Business Response

  Date: 05/30/2025

  The account was flagged for third-party payment sources, a violation of Underdog's Terms of Use.  Documents were requested to verify the customer's identity.  The customer responded with documents the Company was unable to verify.  A warning was issued and the Company requested proper documentation from the customer which it has yet to receive.

• Initial Complaint

  Date:04/10/2025

  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.

  On March 30th My Underdog account got suspended 2 weeks ago because I attempted to send money from my account to my mothers ****** unaware that was against policy. The withdrawal got declined and Ive been under review for the last 12 days without any update with 3.6k in the account. The same thing happened to my PrizePicks account and I was able to resolve the issue within an hour.

  Business Response

  Date: 04/15/2025

  The customer's account was suspended by ********************** for using third-party deposit and withdrawal instruments.  Per the Terms of Use, customers are only permitted to deposit and withdraw with sources that are in their name and match the details on their account.  This customer has since provided the necessary documentation to clear the fraud issue.  Their account is currently undergoing a responsible gaming review for potential reinstatement.

• Initial Complaint

  Date:04/07/2025

  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.

  Underdog added at fee $4.00 monthly inactivity which is consumer hostile and I should chose when I want to play and not lose money for choosing not to play.

  Business Response

  Date: 04/11/2025

  Per Underdog Fantasy's Terms of Use, any account that has been inactive for over 18 months is subject to a monthly inactivity fee of $4.00.  Underdog provides 30 days notice prior to imposing the fee.  To avoid being charged, customers may log into their accounts and enter a contest or withdraw any remaining balance.  Customers may also request account closure, which will not subject them to this activity fee.

• Initial Complaint

  Date:04/05/2025

  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've enjoyed using underdog the last few months. Just last week I won a parlay, attempted to withdraw my winnings using my ****** account like I've done before. Now my account is under review for attempting to withdraw my winnings. The reason is my ****** account is being used over multiple accounts. Which is a lie. I'm the only person in my household who uses this platform. **************** doesn't reply for days and just leaves you hanging. They ask you to submit all your personal information which doesn't seem safe considering how scamish this platform goes about banning your account. They ask for your drivers license and bank statements which could lead to identity theft. I've emailed them from my email ************************ associated with the account and have heard nothing. Be careful using this platform.

  Business Response

  Date: 04/11/2025

  The customer's account was restricted by ********************** due to use of a third-party ****** account.  All users are required to use payment sources that match the details on their Underdog Fantasy account, per **********************'s Terms of Use. Underdog Fantasy has requested documentation from the customer to verify their identity and ownership over the Pay-Pal account, but no response has been received to date.  The account will remain restricted until the documents have been provided and reviewed.