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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

    • 415 total complaints in the last 3 years.
    • 271 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:02/09/2025

      Type:Sales and Advertising 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.
      My name is ******* ********, the email on the account of which I made is ************************** I betted on this app starting today with using their 50% deposit match bonus, I ended up gambling the full $1500 ($1000 I deposited, $500 bonus) and tried to withdraw $1200. They ended up sending me a email asking me to verify my identity or some documents, which I completely understand since they want to make sure nothing illegal is happening. I submitted my information/documents to the email, and Im currently waiting for a reply and for Underdog to reinstate my account so I can continue doing bets on there. I think theyre a good app to ****** on, but if issues like these persists I dont want to have to switch over to PrizePicks completely. Im hoping for a response from underdog and a swift resolution to this small problem hopefully. Thanks.

      Business Response

      Date: 02/15/2025

      The customer's account was flagged after attempting to withdraw to a third-party ****** source, a violation of Underdog's terms of use. Documents were requested, submitted, and the account was reinstated after a warning to use sources in their own name was issued.

    • Initial Complaint

      Date:02/08/2025

      Type:Service or Repair 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 have been using underdog for over a year . I won over $400 on the app and they randomly suspended it for no reason and forfeited my funds .

      Business Response

      Date: 02/15/2025

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

    • Initial Complaint

      Date:02/06/2025

      Type:Service or Repair 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.
      Underdog has wrongfully banned my account permanently for texting into support asking about their discord link and then after I spoke highly about referring my sister to the platform I got banned. I didnt do anything wrong and the fact that I have to fear talking to support is outrageous. I want my account back unbanned because I didnt do anything and it s wrong that Im being treated this way for having a civil conversation to support.

      Business Response

      Date: 02/14/2025

      The customer's account was initially restricted by Underdog Fantasy's Responsible Gaming team.  After a review, responsible gaming resources were provided and the customer's account was reinstated.  Shortly after, the customer's account was flagged for concerning statements made on Underdog Fantasy's Discord server. Following another review, it was determined by Underdog Fantasys ***************************** that customer's account should be closed and responsible gaming resources were once again provided. Remaining funds on customers account are bonus funds that are not eligible to be withdrawn.

      Customer Answer

      Date: 02/17/2025

      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 

      UNDERDOG HAS MADE IT COEWR THEY BANNED ME WRONG AS I PROVIDED A EMAIL THEY DENT ME STATING THAT THE COMMENTS I MADE IN DISCORD WERE BEFORE MY ACCOUNT GOT REINSTATED AND WHEN I ASKED SUPPORT ABOUT SOMETHING THEY BANNED ME WRONGFully THinking I SAID THAT AFTER I GOT MY account BACK. They know they banned me wrong and wont give me my account back.

       

       

       

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


      Sincerely,

      **** ****




       

    • Initial Complaint

      Date:02/06/2025

      Type:Billing 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 had won 431$ on underdogs using my own money. They suspended my account because I was depositing money and withdrawing it because I kept using the wrong card and had to withdraw the money as I was making the mistake by using my credit card and I wanted to use my debit card. They have suspended my account resulting in me not being able to withdraw my winnings. I have messaged them over 10 times and no response. I just want my account reopened so I can take out my funds. Please.

      Business Response

      Date: 02/14/2025

      Customer was warned multiple times by *********************** Fraud and ******************* for depositing funds and attempting to withdraw funds with little to no play-through. Documents were requested for repeated violation of Underdogs terms of use. Customers account was unrestricted after review of the provided documents, winnings were processed via withdrawal, and customers $100 deposit was refunded back to card used.

    • Initial Complaint

      Date:02/06/2025

      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.
      They closed my account for no reason keep asking me to verify after I did 3x already

      Business Response

      Date: 02/13/2025

      The customer's account was restricted due to use of a third-party ****** account, a violation of Underdog's terms of use. Documents were requested and provided by the customer. A warning was issued, the account was unrestricted, and a withdrawal has since been processed.

    • Initial Complaint

      Date:02/06/2025

      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 won prizes in their fantasy football tournament and was not paid, Ive emailed them numerous times and they are not responding

      Business Response

      Date: 02/14/2025

      Underdog Best Ball Draft contests are paid out on a round-by-round basis. After each round, customers are awarded partial prizes that ultimately add up to total winnings shown. All contests customer participated in have been settled and all winnings owed have been paid out accordingly.

    • Initial Complaint

      Date:02/05/2025

      Type:Sales and Advertising 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.
      About a day ago, I won about $3000 from underdog for the first time. (Made my account about a week ago) I used the streak offer to win that amount, an offer that underdog already provides its customers/users to win and bet. I tried withdrawing my funds and I was able to make the request. Couple hours later I get an email saying my account is under security review and I have not gotten an explanation since. I know I didnt do anything wrong. I provided my info that they needed and am urgently waiting for a response. *** provided every documentation that they requested to verify that my account is clean.

      Business Response

      Date: 02/14/2025

      The customer's account was restricted by *********************** Fraud and ******************* due to use of a potential third-party ****** account, a violation of Underdog's terms of use. Documents were requested and provided by the customer. A warning was issued, the account was unrestricted, and a withdrawal has since been processed.

    • Initial Complaint

      Date:02/05/2025

      Type:Sales and Advertising 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 saw I had $50 withdrawals and a $50 dollar bonus and the bonus is supposed to be automatically spent first before the withdrawal but then out of nowhere I saw the amount was now $0 on withdrawals and $50 on dollar bonus. Now I cannot even use my app and it automatically says Im not sharing my location even if I am sharing my location. I would like a refund of my deposit to my original form of payment.

      Business Response

      Date: 02/13/2025

      The customer made a $50 deposit and received $50 in bonus funds per Underdog's deposit match promotion. The terms and conditions for this promotion specify that bonus funds expire 14 days after issuance. Since the customer did not meet the play through requirements in the allotted time, the bonus funds expired. The customer has since been able to withdraw their initial $50 deposit.

    • Initial Complaint

      Date:02/04/2025

      Type:Sales and Advertising 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 deposited $1000 into this gaming site, and received $500 in bonus bets. I read the terms and conditions of the bonus bets, then placed some bets. Soon after, my account was banned for placing competing bets, which I never saw in their terms. They are now keeping my deposit, even though my bets never even took place by the time my account from banned. I believe this is because I did some math, and placed these competing bets knowing I would make some net profit, because of the bonus bets. Allowing me to place these competing bets in the first place, then banning me and keeping my money afterwards, seems extremely predatory, as there were no obvious rules or stipulations provided. Other gaming sites allow these types of bets to be placed, so this is not a common industry practice. Furthermore, I have seen many other people complaining of similar problems with this service. A lot of these posts indicate that they were banned after winning substantial sums of money, and were then not given these sums once they were banned. I would like to be refunded my original deposit of money. Lastly, in their email notifying me of the closure of my account, they claimed that any applicable refunds will be refunded to me, but due to the nature of bonus bets on their site, the $1000 I deposited was added to my bonus bet fund instead of as withdrawable cash, so it will not be refunded to me. Attached below is a screenshot of my deposit to the gaming site, and the email notifying me of my account ban.

      Business Response

      Date: 02/06/2025

      The customer's account was flagged by **********************'s Fraud & Payments team for hedging entries, which is a violation of Underdog's Terms of Use. The hedged entry winnings were forfeited, a refund of initial deposit is in process, and the customer has been notified that the account is closed.

    • Initial Complaint

      Date:02/03/2025

      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 name is ****** ****,the email on the account is ****************** ,I betted on this app plenty of times ,I do it for fun ,I won some money but as I went to cash out they suspended my account . I cashed out fine any other time whats different this time? ..Ive reached out and provided the documents they asked for and nothing. I really love the app id hate to have to switch to prize picks?????????

      Customer Answer

      Date: 02/03/2025

      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,

      ****** ****



       

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