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:04/05/2025

  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.

• Initial Complaint

  Date:03/31/2025

  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.

  I am filing this complaint against Underdog Fantasy Sports due to their refusal to correct a clear error in the grading of my bets. On March 27, 2025, during the Sweet 16 game between ********** and ********, I placed six separate parlays that required ** ****** to achieve over 29.5 combined points and rebounds. ****** recorded a total of 30, meaning the bet should have been graded as a win. However, Underdog Fantasy incorrectly graded all six tickets as losses, denying me over $1,000 in rightful winnings. I have reached out multiple times to Underdog Fantasys customer support for assistance, but my concerns have been met with silence and avoidance. More than 72 hours have passed since my last contact with them, and I have received no response or resolution. This lack of communication and accountability is unacceptable. This was not an error on my part. It was a clear mistake in stat reporting or bet grading on Underdog Fantasys end. Despite providing evidence that the bet should have been paid out correctly, I have been ignored. As a consumer, I expect fairness, integrity, and transparency in my dealings with any business, and Underdog Fantasys failure to address this issue in a timely manner is deeply concerning. I am requesting an immediate resolution: I expect the winnings I am rightfully owed to be paid in full based on the correct stat line. If this matter is not resolved promptly, I will escalate it further, including reporting it to the appropriate gaming commission. I urge Underdog Fantasy to act responsibly, correct this mistake, and uphold fair business practices. Desired Resolution: Payment of the winnings owed to me for my six correctly placed and won bets. I appreciate your attention to this matter and look forward to a swift resolution. Here is my social media post about this matter: ********************************************************

  Business Response

  Date: 04/24/2025

  Underdog settles fantasy contests using available official league data at the time of settlement. In this instance, at the time of settlement, ** ****** was officially credited with 20 points and 9 rebounds, for a total of 29 combined points and rebounds. Per Underdogs Rules and Terms of Use, which the user acknowledged and agreed to, the Company does not adjust already settled fantasy contest entries based on stat corrections issued post-settlement. Therefore, the stat in question was settled correctly at the time and is not eligible for revision. However, as a courtesy, Underdog did credit the users account with $10.

  Customer Answer

  Date: 04/25/2025

  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:

  Per your rules, your Customer Support team is able to resolve most concerns quickly to our players satisfaction. Per our Terms of Service, the parties shall use their best efforts through this Customer Support process to settle any dispute, claim, question, or disagreement and engage in good faith negotiations which shall be a condition to either party initiating a lawsuit or arbitration. Unfortunately, given that you thanked me for my patience, my concern was not resolved quickly, nor am I satisfied. I intend to engage in good faith negotiations, as required by your customer support team. I would like to speak to your supervisor if you are unwilling to discuss further.
  
  Further, your Rules state: We endeavor to promptly settle contests and distribute prizes, but it is also important to us to make sure we do so accurately. I intend to discuss with your supervisor here, or the supervisor on the Product Operation Team who oversaw this call, the negligence behind this error on behalf of your team, and why, after knowing of the error, it is now not important that you make accurate settlements.
  
  Your rules state that Normally, any scoring changes or stat corrections provided by our partners after a contest has ended and Underdog has settled the contest will not impact the already-settled contest. However, despite being required to negotiate in good faith, you failed to mention the exception to that rule, which states, However, Underdog reserves the right in its sole discretion to revise scores after they are released in the unlikely event of potential scoring error by a provider or Underdog. In those circumstances, the contest results may be altered, and payments may be reversed and redone, based on the correction.
  
  Unfortunately, the unlikely event of potential scoring error by a provider or Underdog arose here. Knowing that it is important to Underdog to accurately settle contests and distribute prizes, I anticipate that you will use your discretion to correct your own error. If not, I would like to know more about Underdogs policy on displaying willful inaccuracies to paying consumers for profit, and why the discretion is not being used to remedy the error, as you have remedied in the past for other players.
  
  I paid $200, rightfully won $1,000, and was offered $10 by your subordinate. That is 1% of the amount in dispute. Is it your position that $10 is good faith? And as you did not propose an offer, are you unwilling to negotiate? While I seek the full prize I was awarded, I remain willing to negotiate in good faith. I ask for at least my deposit back, and half of the prize, for a total of $700.

   

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

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

  Business Response

  Date: 05/19/2025

  Underdog Fantasy does not re-settle entries based on stat corrections issued post-settlement. This is Underdog's final decision on this matter.
  

• Initial Complaint

  Date:03/26/2025

  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 fantasy is a scam a they steal money from their users. Underdog is a sports betting app with headquarters located in ********. I personally have spent hundreds of dollars in the past few weeks on this app, and finally when I win big this company decides to lock my account. ******************** has completely ghosted me and refuses to pay out my winnings. Ive done my research and this is not the first time this has happened to someone. Ive been contacting others who have experienced hardships with this app and we are planning a class action lawsuit to be filled in the state of New ********** funds refused by underdog collectively:12,677 spanning 34 people

  Business Response

  Date: 04/15/2025

  The customer's account was restricted by ********************** due to multiple violations of Underdog Fantasy's Terms of Use, specifically using third-party deposit and withdrawal sources.  Per the Terms of Use, customers are only permitted to deposit and withdraw using sources that are in their name and match the details on their account.  The customer failed to provide requested documentation required to review the account.  The account will remain restricted until this documentation has been received and reviewed.

• Initial Complaint

  Date:03/21/2025

  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.

  Hi,Underdog Fantasy Sports is a sports betting platform that is available in *******. While on vacation there with some friends we downloaded the app and made deposits. Underdog allowed us to deposit money and make bets.The following day the accounts that made money were deleted and Underdog support reached out telling us they would not be paying those accounts their money. The have $4,450 of mine which they are refusing to payout. Meanwhile I have a friend who lost $2,000 and has not had any issues with his account.

  Business Response

  Date: 03/26/2025

  The customer's account has been restricted by ********************** for a suspected violation of Underdog Fantasy's Terms of Use.  Upon review, it was confirmed that the customer was hedging entries and colluding with another user.  The customer's original deposit was refunded, winnings were paid out, and the account has been closed for violations of Underdog Fantasy's Terms of Use.

• Initial Complaint

  Date:03/19/2025

  Type:Customer Service 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 username on Underdog Fantasy is ****** The email associated with the account is ******************* They closed my account today due to a request that I never made or submitted. I need my account back ****. I have deposited $2000 today for tonight's games and I have yet to be refunded based on the accounts closing or sent an official email about the closing of my account. Again, my username is ***** on the application. I need this resolved before 5 PM CT.

  Business Response

  Date: 03/28/2025

  The customer's account was flagged by ********************** as a possible high risk account. Upon review of the account, it was determined that there was significant risk, and the account was closed in accordance with Underdog Fantasy's Terms of Use.

• Initial Complaint

  Date:03/19/2025

  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 bet on pick 6 and several gambling sites I have NEVER been thru this before I have notice there changing bets adding players there is no human to speak to and I have contact them about this and they said there system cnt make mistakes.i have look this up and it has happen to thousands of people! This is theft!!!

  Business Response

  Date: 03/21/2025

  The customer reached out to ********************** to dispute a selection on their Pickem entry. The customer claimed a selection was added to their entry without their approval. The customer was informed that ********************** is unable to add or alter their selections once submitted. The customer has also been advised to review all selections before submitting to ensure the value of their entry is correct. Underdog Fantasys support team has issued multiple bonus credits for similar complaints as a gesture of good faith even though the technology is working as intended.

• Initial Complaint

  Date:03/19/2025

  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.

  I made a bet and once the bet was winning, it changed to different players

  Business Response

  Date: 03/21/2025

  The customer contacted ********************** to dispute the value of their entry.  The customer claimed the selected players were switched without their approval.  However, Underdog Fantasy's technology does not allow for this to happen.  The customer was advised to double-check selections and the value of their entry prior to submission.

• Initial Complaint

  Date:03/18/2025

  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.

  I am a problem gambler and deposited $1000 into Underdog, instantly regretted it, and attempted a withdrawal to get my money out. Upon requesting the withdraw, Underdog suspended my account are now holding my money hostage for no legitimate reason. They asked for a copy of ****** statements which I have provided.This is not a small sum of money to me I need this money for essential bills I will not be hassled by support for weeks, I have never had an issue withdrawing from Underdog prior to this and it couldn't come at a worse time.If Underdog is unable to resolve this issue promptly I will have no choice but to not only make a complaint here, but a complaint with the *************** board and my final step that I don't want have to do unnecessarily is file a dispute with my credit card, I will once again emphasize I NEED THIS MONEY urgently, this is my money, this isn't even a dispute over winnings, literally just money I deposited.Account email: **********************

  Business Response

  Date: 03/21/2025

  The customer's ********************** account was suspended for using a third-party ****** account.  All customers are permitted to only deposit and withdraw with sources that match the information on their account.  In addition, the customer made concerning statements regarding their gameplay.  As a result, the customer's account has been closed and is not eligible for reinstatement.  The $1,000 balance has been refunded to the customer.

• Initial Complaint

  Date:03/18/2025

  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.

  My username is ************** and my account was unfairly suspended and I am not able to get it back.

  Business Response

  Date: 03/21/2025

  Customers account was flagged by ********************** as a result of making concerning comments after setting Responsible Gaming limits on their account. After multiple instances of reaching out and concerning comments being made, Underdog Fantasy requested proof of income before potential reinstatement would be reviewed. To this point, that documentation has not been provided and the account remains restricted.

• Initial Complaint

  Date:03/17/2025

  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.

  Account was suspended due to "Responsible gaming" out of nowhere just a few hours after placing many slips and depositing to the account with no issue. I have a current pending pickem slip on the app/website worth 50$ to 171$ which won, please reinstate the account as I have no clue what even happened to cause this in the first place.

  Business Response

  Date: 03/19/2025

  The customer's account was flagged by ********************** for a potential violation of Underdog's multi-accounting policy. Customers are only permitted to open and hold one Underdog account. The customer's original account was previously suspended pending a review by the Responsible Gaming team. Due to these violations, both of the accounts have been permanently closed after the most recent deposit made on the account was refunded.