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:04/26/2025

  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:04/25/2025

  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:04/24/2025

  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.

• 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:04/10/2025

  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.

• 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.