Complaints

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: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 was given a “Mission” which is basically a promotion issued by the company (BetMGM). I was given the mission on both 4/21 and 4/26. I completed it both times and was not given my reward either time. The mission stated as follows: Step 1- You must deposit $10+. Step 2- You must bet $10+ on a straight single bet. Step 3- You must bet $1+ on a 2-leg parlay of at least -200 odds. If you complete all the steps, you then receive “2,000 points” which is equivalent to a $25 bonus bet. I completed all the steps on 4/21 and didn’t receive the reward, so I contacted customer service. They said they had no knowledge of the promotion and I couldn’t proof it because they took it off my account in the app. So, I said fine, there’s nothing I can do about it. Well, today on 4/26 it happened again on the same promotion, but this time I had the proof screenshotted just in case. When I presented it to their team they said sorry but there’s nothing that can be done. I took pictures directly from my account in the app and sent them with the transactions labeled what they were for even though they should know. Especially when they know what they’re looking for. I was scammed out of 2 separate $25 bonus bets and want compensation. Not only did I lose out on the bonuses, but I bet other money with the mindset that I had the bonuses to fall back on. All the dates and necessary information is on the transaction. You will see that the transactions match the bet slips and all requirements were met.

  Business Response

  Date: 05/04/2025

   We appreciate the patron reaching out to us.
  
  On 04 April 2025 the patron opted-in to a BetMGM Sports Mission promotion, starting the 14-day promotional period, which ended on 25 April 2025.
  
  The patron placed one qualifying wager and several wagers that did not qualify due to the use of Bonus Bets/Bet Insurance Tokens, which make them ineligible to count towards the wagering requirements of the promotion per the Terms and Conditions.
  
  On 26 April 2025 the patron contacted BetMGM Customer Care about missing rewards from the promotion, and provided screenshots for wagers placed on 26 April 2025, which was outside the promotional period. BetMGM Customer Care Agents confirmed with the Operations Team that the patron had not met the wagering requirements, and the patron was notified of this via their registered email on the same day, 26 April 2025.
  
  The patron has not contacted BetMGM since.
  
  As the patron completed the first two Challenges in the promotion, BetMGM has issued 1000 BetMGM Reward Points to the patron's account as a one-time courtesy as of 03 May 2025. 
  
  If anything else is needed BetMGM will be happy to help. 

  Customer Answer

  Date: 05/06/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.
  
  Regards,
  
  ******** ******

• Initial Complaint

  Date:04/22/2025

  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.

  So I won big with bet mgm and didn’t know from the big win I started experiencing dopamine issues with then win without having accountability as I started to loose I have several messages how I decided to tell host I was chasing the 800k back because as I tried to get most out most keep getting blocked for withdraw then during that process bet mgm biasly took my cash outs away so I couldn’t back out of big looses to recover some of the money back I went on a rant with host to explain to him how I was chasing due to the bias actions I asked my account to be rested and they did nothing but tell me I was kicked out vip taking away all my amenities which sent me through another deppresssion because I felt like I worked hard for those little free things offered I was upset and didn’t check the platform for a few days until I got a new host and a 8k bonus I used the bonus bet n lost and my host was telling me how my limits can be higher to bet smarter I then noticed my limits was raised higher and since I looked him as a friend I would tell him hey when I cross this threshold please break me since my account won’t rested I don’t want to hinder my future developing a problem I lost and next day told him how I was chasing because I didn’t have a job and all he said was I’m concerned but still these things happened after I asked to be rested and they didn’t have any means to genuinely help me that week I lost 800,000 woth them plus from Jan first to Jan 12 as I texted my host everyday about a heart attack pain nerves bothering me and upsets from chasing and now I barely have nothing I feel like the company violated they responsible gaming n consumer care they have also since January said they would give me a call and now we approaching March after they lied bout calling in two to ten business days several times with all the violations and the intent to to take matter like this serious they also neglected that

  Business Response

  Date: 04/28/2025

  We appreciate the patron for reaching out to us.  
  
  We would like to apologize to the patron for the experience detailed and thank them for providing feedback about their communication with the Customer Care team. This has been thoroughly review.
  
  Please be advised that at BETMGM we are committed to identifying risks as early as possible and intervening to prevent these problems before they emerge. We have in place a Responsible Gaming program which includes controls to help customers play within their limits and avoid a situation where gambling causes problems .
  
   BetMGM directly contacted the patron via email on January 21st 2025  advising them of their account status. 
  
  As outlined in BETMGM's terms and conditions under Operator-Imposed Exclusion section" BetMGM reserves the right to temporarily or permanently exclude patrons based on communications or activities that do not align with our responsible gaming principles".

  If they would like further information on BetMGMs account policies, we ask they please review the link provided.
  
  ************************************************************************************************

  We hope this information proves helpful. If anything else is needed we will be happy to help. 

  Customer Answer

  Date: 04/28/2025

  
  Complaint: ********
  
  I am rejecting this response because: I asked to be rested for gambling related issues from loosing and bias actions yall provided because I won and all you did was kick me out vip n put me back in according to you own responsible gaming you guys was suppose to honor my request because things obviously was going on if I would text my host in chasing that back n upset all day about bets I asked to be rested while I was up you guys waited the block me for a month then after I complained that you guys have hinerrrd my life you closed my account how is that taking measures if you waited to milk me I asked for a time out I should have been granted that would have diffused the crisis I’m in now I deserve it back 
  
  
  
  Regards,
  
  ******* ********

  Business Response

  Date: 05/07/2025

  We appreciate the patron for reaching out to us. 
  

  Please be informed that our Responsible Gaming team has been in contact with the patron, and the patron may respond to the emails sent to them.
  
  If further assistance is needed, the patron can reach out to our Responsible Gaming team at ********************************
  
  We hope this information is helpful.

• Initial Complaint

  Date:04/18/2025

  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’m having a huge problem with my debit card being used without my authorization on your platform! I have contacted my bank but before I go ahead and dispute the charges I wanted to submit a complaint through here to see about you refunding my money because you’ll see my card was used on an account that is not in my name.

  Business Response

  Date: 04/27/2025

  We appreciate this player reaching out to us. 
  
  After careful review, the necessary information for our team to review this matter has not been provided by the player. 

  As of 04/27/2025, BetMGM has reached out to the player to obtain this information and complete a formal investigation.

  We apologize for the inconvenience this may have caused the player, but we look forward to working towards a resolution with them.
  
  If anything else is needed, BetMGM will be happy to help. 

• Initial Complaint

  Date:04/14/2025

  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 have deposited money into BetMGM under the premise that I would be able to withdraw my money as easy as I deposited it, however after collecting winnings on the site I have since tried to withdraw those winnings back to my account, however when I try to deposit them the process fails. When I reached out to BetMGM I was told that my bank was not depositing the money into my account and to speak with my bank, after speaking to my bank they made it very clear that there was no attempted deposit of money and that there is no block on deposit onto my account. The bank *** then told me that if theres any sort of issue it must be on BetMGMs side so I went back to to BetMGM who said once again that my bank was not accepting the withdrawal. This became suspicious to me because my bank told me that they would not block BetMGM from depositing money into my account. But to be sure I went back to *** to confirm what *** previously told me and they did confirm that they would not stop BetMGM from depositing money into my account. And now Im waiting to hear from BetMGM. The whole point of all of this is that I simply want the money that I am owed by BetMGM and it seems that they are doing everything in their power to keep me away from it.

  Business Response

  Date: 04/21/2025

  We appreciate the patron reaching out to ***
  
  Upon review, our Payments Team can confirm that the patron's **** card on file is not eligible for withdrawals, which caused the withdrawals to be returned to their gaming account.
  
  Our team recommended alternative methodsincluding Interac, which the patron successfully used to withdraw on 04/14/2025. However, it is understood that they still have had difficulty withdrawing again due to the **** still being linked to their account.
  
  To resolve this, our ************* Team had escalated a request to remove the **** card. Our Operations Team requires a copy of the card to complete this step. This information was provided to the patron via email by our Operations Team on 04/16/2025 and via chat by our ************* Team on 04/18/2025. Once removed, the patron will be able to use other withdrawal options without issue.
  
  To upload the requested document, the patron may click on Account Menu >> Account Settings >> Upload Documents.
  
  If anything else is needed, BetMGM will be happy to help.

• Initial Complaint

  Date:04/14/2025

  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.

  Well I won $1008 dollars from them and withdrew $750 when I went to slept. I woke up the next morning none of the money was in my account and the $208 that I left on BetMGM was also gone. I have noticed smaller amounts before usually always after a win but never anything or this magnitude. Today while on the wire I played a spin the other wheel promotion 99% of the time that wheel is 5 spins. Today is was 50 spins. I though well maybe there are trying to pay me back so I dont have report them. But them it comes to my attention not only Am I being taken for a fool to the tune or at least $1008 I cant even play my 50 spins. I believe they got very untrustworthy people up there and I want my money and my spins back. Thank you for taking the time out of hour busy day to listen to me. God bless. Please get in touch. ***********************

  Business Response

  Date: 04/22/2025

  We appreciate the patron reaching out to us.  
  
  BetMGM directly contacted the patron via email on 4.17.25 advising to their account status and what is to occur with the funds. If they would like further information on BetMGM's account policies, we ask they please review the link provided section 7.2 YOUR USE OF THE SERVICES and the ******************************************************************************************************************** reserve the right to suspend, modify, remove or add to any of the Services (collectively, a Change) in Our sole discretion with immediate effect and without notice, so long as such a Change does not affect pending play on the Services. We will not be liable for any such action."
  
  If anything else is needed, BetMGM will be happy to help.  

• Initial Complaint

  Date:04/11/2025

  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 purchased 2 MGM Tapp cards from ******** on 3/26/2025. later that night i went on MGM and deposited the 2 cards, the deposit went through and when i went to play a game it did not show in my account. i immediately notified MGM. they told me that the cards registered a 2 cents each instead of 50 dollars each. they stated that i did nothing wrong it is a technical error. i am a gold member and have be a valued customer for 3 years, they were going to investigate and get back to me. i called everyday and i complied with their requests. they keep telling me to be patient but its going on 3 weeks they have not remembered me . i have made several requests for a refund still nothing

  Business Response

  Date: 04/19/2025

  We would like to truly apologize to the patron regarding the delay in response. Our Relevant Team is working efficiently to provide a quick resolution.
  The patron was informed via email on 4/18/2025 that an ongoing investigation is currently pending, and due to the nature to the involved case, may take some time to resolve.
  Unfortunately, as of 4/18/2025, the patron's case is still under review. 
  We apologize for any inconvenience the patron has experienced and hope to be in contact with them via email or chat to resolve this issue soon.

• Initial Complaint

  Date:04/07/2025

  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.

  On April ****** and on many occasions prior to this date, BetMGM is cheating, using rigged software to manipulate games and causing me to lose over $12000 within approximately 10 minutes on this day alone. I want my money back.

  Business Response

  Date: 04/16/2025

  We appreciate the patron reaching out to us and bringing this matter to our attention.
  
  At BetMGM, we take all player concerns seriously and are committed to maintaining a safe, secure, and fair gaming environment. In response to the patrons claims regarding unfair gameplay, we conducted a full internal review of the gameplay session referenced in the complaint. Our systems are closely monitored and governed by strict regulatory standards, and no discrepancies or irregularities were found during the period in question.
  
  As outlined in BetMGMs Terms and Conditions, all gameplay is facilitated by certified and regulated software, ensuring no player has an unfair advantage. The platform operates under strict compliance to uphold the integrity of our games and provide a fair experience to all users.
  
  If the patron wishes to provide further information such as the specific game name, session ID, table number, and time of play we are happy to conduct an additional review.
  
  We appreciate the patron reaching out to us

• Initial Complaint

  Date:04/06/2025

  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.

  My party casino account was locked on march 18th 2025. On April 1st 2025, I received an email stating that the documents i sent were accepted and my account was verified.Despite this, every time I have attempted to withdraw funds, the withdrawal is subsequently rejected. The odd thing is that I am able to play on the casino, even though I cannot withdraw. This is highly unusual, as if there was an actual issue with my account, they should prevent me from playing.I have reached out to support on numerous occasions since April 1st and been completely ignored, even though they claim tor espond to all inquiries within 24 hours. I have been left with no recourse besides complaining to the BBB, to trigger my withdrawal.Ignored tickets:- ******** *********

  Business Response

  Date: 04/16/2025

  We appreciate the patron reaching out to us. 
  
  We would like to sincerely apologize for the inconvenience experienced when the patron attempted to withdraw. According to section 4.11 of our terms of service, although we attempt to have payments made within five business days of our internal review period, there may potentially be delays due to a security review. Further information regarding this can be found here: *************************************************************************************;
  
  A member of our Operations team sent the patron an email with the subject line "Regarding your account" on 4/10/25 at 7:28PM advising them that their withdrawal request has been processed. 
  
  Additionally, we understand that the patron's concerns regarding tickets #******** and #******** going unanswered may have caused frustration. We will be holding training sessions with our ************* team to prevent this from happening moving forward. 
  
  If anything else is needed BetMGM will be happy to help. 
  

• Initial Complaint

  Date:04/04/2025

  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.

  In February I made a BetMGM account and over the course of a couple weeks deposited 1500 using my ******* When I attempted to withdraw my $2508.32 balance on BetMGM I was told to upload my ID and a selfie, which I did immediately. For the next 4 weeks I received no update from BetMGM, and then on march 21st I got an email saying my account was closed due to a business decision. I have made nearly a dozen attempts at contacting them through live chat and their phone line inquiring how I can withdraw my balances and every single time have been told Ill receive a follow up in ***** hours and never receive one. When I login and attempt to withdraw the request is automatically canceled. BetMGM refuses to communicate with me and has made it impossible for me to withdraw. I also played on their casinos wheel of fortune and party casino, where my balance is $836.6 and $565.76, I have the same issues there and it is impossible to communicate a withdrawal. This is my last attempt before I will contact the ** *** and file a dispute with ******. My email is *******************************

  Business Response

  Date: 04/12/2025

  We appreciate the patron reaching out to us.  
  
  BetMGM directly contacted the patron via email on March ******* advising to their account status and what is to occur with the funds. If they would like further information on BetMGMs account policies, we ask they please review the link provided: **********************************************************************************************;
  
  If anything, else is needed, BetMGM will be happy to help.  
  

  Customer Answer

  Date: 04/13/2025

  
  Complaint: 23159340
  
  I am rejecting this response because:
  - BetMGM informed me I CANNOT withdraw the funds in my balance. This is not a solution and they are withholding my money without explanation. 
  
  
  Regards,
  
  ******* **********

  Business Response

  Date: 04/24/2025

  We appreciate the patron reaching out to us.  
  
  BetMGM directly contacted the patron via email on 04.21.25 advising to their account status and what is to occur with the funds. . If they would like further information on BetMGMs account policies, we ask they please review the link provided. please see the following from Sections 4, 9, 13, 14, and 18 of our General Terms of *********************************************************************************************************************************** reserve the right to void and withhold any or all winnings made by a person or group of persons if We have reasonable grounds to believe that said person or group of persons is acting or has acted in liaison in an attempt to defraud or damage Us, the Group, the Services or the Platforms in any way.
  
  If anything, else is needed, BetMGM will be happy to help.
  
  
  
  

• Initial Complaint

  Date:03/30/2025

  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.

  For some reason I received an email from their sister property Borgata Online. regarding a deposit special. I went through the verification process and was permitted to deposit 25.00. After I was immediately cut off since I was out of state. Had no clue online casinos were limited to their states. It’s been over a year that I’ve been trying to get my money back. Yes it’s a small amount. I get it. What I don’t get is the need to lie to me, hang up on me and treated like a nobody. They won’t refund my Apple Pay. They won’t let me tell them the card the can refund but they have no issues asking for every little bit of my info like sa number. Ya been a year and a half. I charge 10% interest compounded each week lol. Joking. Can we just not send me my money via Apple Pay!

  Business Response

  Date: 04/07/2025

  We appreciate this player reaching out to us.

  As the patron had been unable to successfully withdraw their funds, MGM offered to provide the patron with a check through mail which had been refused. 
  
  After careful review and cooperation from the patron, BetMGM has removed the patrons request expired Apple Pay Direct payment method on March 18th, 2025.

  Due to the patron refusing a check through mail, a withdrawal attempt must be made by the patron through MGMs platform with their preferred payment method. 
  
  At this time, the patron has an available balance of $25 associated with their account ****************.
  
  If any further concerns or help is needed, BetMGM is happy to help.