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:03/06/2025

  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 an underdog account after my 18th birthday. Yesterday I deposited 50$ and won 338$. I initiated a withdrawal. Next day I get an email saying Im in violation of tos and get permanently banned. Dont know what I violated. Wasted 50$ for nothing. I earned that 300$ and gained nothing.

  Business Response

  Date: 03/14/2025

  The customer's account was flagged by **********************'s Fraud and Payments team for a potential violation of Underdog's multi-accounting policy.  Customers are only permitted to open and hold one Underdog account.  Upon review, it was determined that the customer had been operating multiple accounts. As a result of the Terms of Use violation, Underdog closed all accounts associated with this customer.

• Initial Complaint

  Date:03/05/2025

  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.

  Underdog fantasy claimed they suspended my account due to rules policy regulations stating that I deposited $1500 and immediately withdrew $880 from my account without any gameplay whatever that means I have no clue but honestly I truly believe the customer support guy suspended my account because I got smart with him and his ego and pride got hurt in the process because he waited until after I started complaining about my withdraw money not hitting my ****** account fast enough and when i got upset about it thats when he made up the 'rules and guidelines policy' saying my account is now suspended because of the $1500 deposit and $880 withdraw without no gameplay then they all began to ignore me. I mean every underdog support guy will ignore me and never respond to me. They was being so unprofessional. When he suspended my account I did ask about my funds and he claim the funds will be sent back to my debit card but honestly I don't believe a word any of them says. I just want my account reinstated and I feel like he suspended me based off a misunderstanding or over him being upset with me. I have seen several complaints here where people had said they was done the same way. People accounts being suspended over stupid reasons and getting ignored by the entire company shows that this company has some serious issues and underdog really needs to clean house. They do these things because they know we can't call to speak to no one over the phone. The customers have no out, we can't do anything if they decide to ban or suspend our accounts so a lot of customers just move on and deal with it so I'm hoping this right here helps not only me but other customers who got wronged in the process or customers who felt robbed by ********************** as well. It don't matter who or how many times I reach out to them they all will ignore me and it will even show that their still online but they'll never get back to you. It just shows immaturity and a business that needs to do better.

  Business Response

  Date: 03/07/2025

  The customer's account was restricted by **********************'s Responsible Gaming team for making concerning comments and immediately requesting withdrawal of deposited funds without sufficient play-through. The customer's deposit has been refunded to them, and the account restriction has been lifted. The customer received a warning for the concerning statements and account activity.

• Initial Complaint

  Date:03/05/2025

  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 recently signed up for underdog and I created a ****** the same day I created the account and when I was betting small amounts my account was perfectly fine but the moment I won $471 I was good but when i deposited $983 for a ticket it accepted it and the ticket hit for $2019. But for some reason after I withdrew it my account was restricted. I like this app a lot and Im so confused on whats going on. I just turned 18 November 2024 and have every document submitted including 2 forms of ID. I really hope this gets resolved I love the experiences this app provides. If nothing I hope to atleast get a deposit back these funds were going to be helping me pay the remaining balance for my car.

  Business Response

  Date: 03/11/2025

  The customer's account was flagged by **********************'s Fraud and Payments team for potential multi-accounting violations.  It was determined that the account holder operated accounts while not eligible to play on Underdog.  As such, the account has been closed, and the account balance withdrawn to the customer's *******

• Initial Complaint

  Date:03/05/2025

  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.

  Underdog Entertainment is a fantasy sports app for daily games. You use real money to deposit and bet with to win real money. ~May 7th 2024 - Opened Account in Underdog accidentally using my wife's information as she was originally going to use it and I did and made initial deposit Dec 15th - Balance in account is over 400 dollars Dec 15th - Deposited 250 dollars on a promotion that matches 125 but converts all money to bettable but not withdrawal Dec 19 - Deposited 100 dollars dollars on same promotion for 50 matching Jan 2nd - Account reviewed, questions asked, and based on responses, frozen. I understand how they don't believe my claims that my son, also named Maverick, which is my nickname, is not on the account. All of my correspondence for every exchange was businesslike, courteous and slander free.Jan 2nd - Refund for $65 dollars given without reason for why this amount.Jan 7th - Replied in same thread for verification on my account (in their Terms of Service this would give me my won money) - no response Jan 15th - sent email to support email - asking for explanation, verification procedure, etc. no response Jan 17th - sent email direct to ***** **** with same requests - no response Jan 24th - sent email direct to **** ****** with same requests - no response Jan 27th - sent email direct to ********* ****** with same requests - no response Jan 27th - send email using formal complaint template Jan 28th - reply from "******", stating that the account is closed because a minor was suspected using it and my wife's SSN was used to open it.Jan 28th - follow up with ****** asking my original questions of verification and $65 explanation Feb 4th - ****** **** no response Feb 6th - New Formal Complain using template - no response If they claim a minor used the account, they shouldn't take the money on the deposits and refund it. If they claim it is me only, then I get my winnings, can't have it both ways. The timing of freeze is suspicious. I want 350+.

  Business Response

  Date: 03/12/2025

  This customer is reaching out about an account that is not registered in their name and where they are not the authorized account holder. As a result, we are unable to comment.

  Customer Answer

  Date: 03/13/2025

  My wife is technically the account holder at ********************** as it was her information that was used and I acted on.  I am unsure how you'd like me to provide authorization of that.  The form warns about attaching any ID, which I would consider doing (attaching her driver's license).  Otherwise she could attest verbally, but there doesn't seem to be that file attachment option.  Please let me know how we can satisfy this requirement.  Thank you.  ****

  Business Response

  Date: 05/15/2025

  Underdog Fantasy's stance is unchanged.  As the third-party deposit source indicates underage gameplay, both violations of the Terms of Use, the account has been permanently closed.  A $65 refund was issued to ensure customer had withdrawn or been refunded total deposits on the account, and any remaining account balance will be forfeited as a result of the 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]

   

   There has never been an explanation of the 65 dollars.  I had more than 400 won and over 250 converted through their scam matching promotion.  These details and questions were provided many times and they keep ignoring them.  I'll say again there was no minor involved and that I accidentally got my wife's SSN and mine mixed up.

   

   

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

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

• Initial Complaint

  Date:03/04/2025

  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 joined Underdog sports betting App on 12/26/24 and deposited 100 dollars When i joined, i had to link a bank account to the app. On 2/25/25 I noticed that ******************************************************************* underdog account without my authorization. I notified customer service and was able to get my 300 dollars back. But they would not give me back my original 100 dollars which I deposited when I opened the account. I have never placed a bet with Underdog so that isnt an issue. I have closed the account

  Business Response

  Date: 03/11/2025

  All deposits made on the account have been refunded and the account has since been closed.

• Initial Complaint

  Date:02/26/2025

  Type:Service or Repair 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 have been using an underdog account since 2024. There is history of deposits and withdrawals. Recently I was suspended and they have my deposit and my winnings. I want at the bare minimum my deposit. They are asking for my us passport and dl I dont have neither as Im a Canadian citizen they already have my Canadian documents as per their verification. I dont know what else they want from me.

  Customer Answer

  Date: 02/27/2025

  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:02/25/2025

  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.

  Ive been having an issue with my account. After I won, my account was restricted, and I provided all the necessary documents like they asked. However, I still cant withdraw my funds. Ive emailed a few times asking when my account will be unrestricted and when Ill be able to withdraw my money, but I havent gotten a clear response. This has been really frustrating, and I just want to be able to withdraw my rightfully earned funds.

  Business Response

  Date: 03/05/2025

  The customer's account was restricted by *********************** Fraud and ******************* for potential unauthorized use. Documents were requested to verify the account holder's identity. Upon review of the account and provided documents, Underdog determined the customer engaged in fraudulent activity on the platform, and as such, their account will remain closed. Winnings have been forfeited and all deposits have been refunded.

• Initial Complaint

  Date:02/25/2025

  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.

  I am filing a complaint on underdog suspending my account after winning and processing a withdrawal. The suspension was on February 19 and I was notified by support throughout email. They asked for documents to confirm my identity like a id picture, bank statements, and selfie with id. I provided all this information and they just keep dragging the resolution. They take ***** hours between emails to respond and are constantly bouncing my case around to new customer supports. As of February 24 they have switched me between 3 different support agents and keep asking for more information that i already provided. I dont feel like they are taking this case seriously and constantly delaying my case even after i got finally got winnings.

  Business Response

  Date: 03/03/2025

  The customer's account was restricted for use of third-party payment sources, a violation of Underdog Fantasy's Terms of Use.  Documents were requested by Underdog Fantasy's Fraud and ******************* to verify the account holder's identity, and Underdog was unable to verify the account based on the documents that were provided.  Underdog determined the customer engaged in fraudulent activity on the platform, and as such, their account will remain closed.  Winnings have been forfeited and recent ****** deposits have been refunded.
  

• Initial Complaint

  Date:02/23/2025

  Type:Sales and Advertising 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.

  This is my final time trying to reach underdog before pursing legal action. I have an account under the name Gelopb that has been banned with $4,500 remaining in the account. I clarified with underdog that there had been a mistake verifying the identity aswell as proved i had rightful ownership of the account. They have refused to work with me on the issue.

  Business Response

  Date: 03/09/2025

  The customer's account was restricted for use of a third-party payment source. Documents were requested by Underdog Fantasy's Fraud and ******************** and upon review of the provided documents, it was confirmed that the customer was operating the account as a third-party. The account has been closed and winnings have been forfeited due to violations of Underdog Fantasy's Terms of Use.

• Initial Complaint

  Date:02/21/2025

  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 have had an account with ********************** Daily Fantasy Sports for about 2 years now. On the morning of 2/19/2025, I had an account balance of around $84. I was sitting at my desk at work and was notified that I was entered into a fantasy draft for $50. I immediately went into the app and changed my password and contacted Underdog Fantasy to let them know I was entered into a draft against my permission. Over the next several minutes, my account was entered into multiple drafts consecutively until all the money was drained out of my account ($83). I looked at each of the draft results, and in all of these I was competing against the same person. The team drafted for me was projected to earn 0 points with all of the players scheduled to not play in the games on that day, meanwhile my opponent (the fraudster) had a full team with a high point projection. After contacting Underdog with the information that I had been defrauded, it took 2-3 hours for a response, and they told me everything on my account looked like normal activity, which couldn't be further from the truth. I contacted them multiple times throughout the day with evidence of fraud on my account and they were very slow to respond (6-8 hours) and provided no solutions other than this looking like normal betting activity. Underdog Sports is a company where consumer funds are deposited and held until used, if this company is going to be allowed to operate as a financial institution, they should be required to provide some level of security for their patrons money. I gave them ample time to go into their system and cancel these fraudulent contests and they did not do so, leaving the liability of them not having a secure application on me, the customer. There is no phone number to call, and the chat/email system they have is useless along with any answers Ive been lucky enough to get out of them. I am very disappointed in this company and would like the money back that was defrauded from me on their behalf

  Business Response

  Date: 03/03/2025

  The customer's account was restricted by **********************'s Fraud and Payments team for potential unauthorized use.  Documents have been requested to confirm the account holder's identity and must be provided before account reinstatement.
  

  Customer Answer

  Date: 03/07/2025

  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,
  
  **** ******