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Initial Complaint
12/21/2024
Complaint Type:
Customer Service Issues
Status:
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.
My account has been on hold and was told to contact BetMGM customer service. Ive contacted for over a month now trying to unrestrict my account. I was told to send in a liability statement and told I sent the wrong one. I resent my gaming liability statement to the correct one I just got updated. Customer support tells me wait ***** hours. Every time 72 hours passes by, they repeat the same thing and its been over a month now trying to withdraw my current balance of $315.05. No actual updates at all. **************** just repeats theyre working on it and will do a follow up, but no updates at all. Account isnt fixed, my money is being held hostage. Ive waited over a month already.
Business response
12/30/2024
We appreciate the Patron reaching out to us.

BetMGM would like to apologize for any inconvenience and or frustrations the patron may have experienced. Unfortunately, the patron's account was restricted due to our relevant team conducting a regular security check. The team is currently still reviewing the patron's account.

We hope to be in contact with the patron via email or live chat as soon as there is an update on this review.

If anything else is needed, BetMGM will be happy to help.
Initial Complaint
12/21/2024
Complaint Type:
Product Issues
Status:
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.
Been depositing and withdrawing on bet mgm casino for over a year, all of a sudden they won't let me withdraw my winnings. I've been waiting 4 days for them to check my account with no response back. Sent all the info they asked for and nothing.
Business response
12/30/2024
** thank the patron for reaching out to us.

BetMGM's Operation Team has been in constant communication with the patron regarding their funds and documents needed. The most recent email was sent 12.30.24 advising the patron of information regarding their payment methods.
Deposits and withdrawals are subject to Our review. In the case of suspected or actual fraudulent activity, ** may suspend or terminate Your Account and may refund or refuse to refund any monies contained in Your Account in Our sole and absolute discretion.
4. TRUE IDENTITY AND ONE ACCOUNT
The name on Your Account must match Your true and legal name and identity, and the name on Your Account registration must match the name on the card(s) or other payment accounts used to deposit or receive monies into Your Account. To verify Your identity, ** reserve the right to request satisfactory proof of identity (including, but not limited to, copies of a valid passport/identity card and any payment cards used) and satisfactory proof of address (including, but not limited to, a recent utility bill or bank statement) at any time. Failure to supply such documentation may result in suspension of Your Account. You consent to have Your age and identity verified by Us. You may not hold more than one (1) Account in connection with Your use of any Platform. ** reserve the right to close Your Account(s) if You open multiple Accounts. If ** have reasonable grounds to believe that multiple Accounts have been opened with the intention to defraud Us, ** reserve the right to cancel any transaction related to said fraud attempt and may report it to the appropriate authorities. If You have lost Your Account name or password, please Contact Us for a replacement.

*******************************************************************************

If anything further is needed, BetMGM will be happy to help.
Initial Complaint
12/20/2024
Complaint Type:
Service or Repair Issues
Status:
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.
my betmgm account was locked on december 11th, and that until the review was completed i would not be able to wager or access my funds. Support asked me for documents which i promptly provided.I was told that my account would be reviewed within 48 hours, yet it has already been 10 days. each time i reach out to support, i am told that i will receive an update on my account in 48 hours. this is a lie, as i have received no updates, no information on the status of my account, or when it will be unlocked.Frankly, it feels as though i have been forgotten.
Business response
12/28/2024
We appreciate the patron reaching out to us.

The patron's account was placed on a temporary hold due to a security check as per BetMGM Policy. Our Operations Team is working efficiently to provide a quick resolution.

We would like to apologize to the patron regarding the delay in response and for any inconvenience the patron has experienced.

We hope to be in contact with them via email or chat to resolve this issue as soon as there is an update.
Customer response
12/29/2024

Complaint: 22714171

I am rejecting this response because:
No resolution was offered. I was not offered any explanation regarding why my account was locked, a time frame for when it will be unlocked, or an avenue for expediting the process of unlocking my account.
********************** continues to hold onto my funds which I deposited, and it has been nearly a month. In the response, you state the operations team is working diligently to resolve this issue. If this was the case, this issue would have been a long time ago. I am truly appalled that betmgm would treat its customers like this.
Regards,

******** *******
Business response
01/09/2025
We appreciate the Patron reaching out to us.

The patron's account was placed on a temporary hold due to a security check and documents were requested as per BetMGM Policy Section 19.

19. SECURITY REVIEW
To maintain a high level of security and integrity in the systems used to provide the Services, We reserve the right to conduct a security review at any time to validate Your identity, age, the registration data provided by You, to verify Your use of the Services, including but not limited to Your compliance with these Agreements and the policies of the **************** and to review ************** transactions carried out via the Services for potential breach of these Agreements and of applicable law (a Security Review). As such, You authorize Us and Our agents to make any inquiries of You and for Us to use and disclose to any third party We consider necessary to validate the information You provide to Us or should provide to Us in accordance with these Agreements, including but not limited to, ordering a credit report and/or otherwise verifying the information against third-party databases. In addition, to facilitate these Security Reviews, You agree to provide any information or documentation that We, in Our unfettered discretion,may request.

Help - General Information - Terms of Service.

The patron has since provided all documents and as of 01.03.25 their account was reopened. The patron was notified of this via direct email on 01.03.25.

If anything, else is needed BetMGM will be happy to help
Initial Complaint
12/18/2024
Complaint Type:
Service or Repair Issues
Status:
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.
BetMGM online casino refuses to pay out winnings. I won $875 on the December 7th. They refuse to pay it out, theu continue to give me the run around in hopes i give up so they can collect my winnings and my deposit. This is out right fraud.
Business response
12/27/2024
We thank the patron for bringing this matter to our attention.

After reviewing with the relevant teams, we can confirm that the patrons withdrawals from 12.7.24 have all been successfully processed from BetMGM' s end and sent to the linked bank accounts.

Please note, a few of the other withdrawals were combined as one transaction which the player may not have noticed.
Eight transactions were combined as one total transaction to another bank account which was successfully processed on 12/12. Three transactions were combined as one total transaction to a linked bank account which also successfully processed on 12/12. There were two withdrawals that were successfully processed to one bank account on 12/12.
The patron has been email directly as of 12.27.24 with further details regarding their transactions.

If anything further is needed, BetMGM will be happy to help.
Initial Complaint
12/17/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Deposited $610 in my account for ********** on accident, meant to deposit in ******** but did not realize that BetMGM is different by state, this was my fault. BetMGM's fault is that they will not refund my deposit, I never made a bet so I just want the money I deposited back. As of right now they are keeping money that is not theirs and just giving me the runaround. Refund my money, I sent in several copies of the documents they requested, they keep asking for different copies for seemingly no reason.
Business response
12/26/2024
We thank the patron for bringing this matter to our attention.

The patron initially reached out to ************* on ******** regarding this matter. The handling agent correctly educated the patron that their deposit had been made alongside a bonus code, and this was why they were unable to utilize the state-switcher nor withdrawal. After confirming with the patron, the bonus was dropped by the ************* Agent and the patron advised.
Youll be able to withdraw your winnings only after you have met the bonus wagering requirement.
Depending on the bonus, your deposit amount, bonus amount or winnings (if any) can be restricted to a specific product, sport, sports league, game or group of games. If you fail to meet the wagering requirement by the bonus expiry date, the bonus amount and the winning amount (if any) will be taken back.
********************************************************************************************************;

Due to Terms and Conditions, when the patron requested a withdrawal for their deposit via Venmo, documents were requested. Why do I need to send a copy of my ID to withdraw my winnings the first time?
For your own safety, and to comply with the obligations of our license, we require an official photo ID for your first payout, which you may upload. The purpose of checking your ID is to ensure that you are of full legal age and to make sure you really are the person applying for the payout and not an unauthorized third party. Make sure that the copy/scan of your ID is not too dark to read and please limit the size of your documents to 5 MB. Please also note down your email address on the copy of your ID.
******************************************************************************************
The patron's withdrawal was successfully processed, once all required documents were provided, as of 12.19.24 via their Venmo.

If anything further is needed, BetMGM will be happy to help.
Customer response
12/26/2024
[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
12/16/2024
Complaint Type:
Customer Service Issues
Status:
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.
MGM Rewards #******** 3:58 PM WITHDRAWAL ******* USD 11/25/24 multiple attempts to collect the $200 usd payout with no direct deposit made available. both times in communication was assured of team members would look into and help me with the missing monies. no contact regarding the monies returned made to me. i have emails assuring me of assistance.
Business response
12/26/2024
We thank the patron for bringing this matter to our attention.

After reviewing the patrons account, we can confirm that the patrons withdrawal was successfully processed via their **** on 11.25.24. If the patron has still not received these funds, we ask that they please reach out to their financial institution and if they are unsuccessful in locating the funds, to reach back out to ************************************* to inquire as to the documents needs to investigate this issue further.
***************************************************************************************************************
If anything further is needed, BetMGM will be happy to help.
Customer response
12/26/2024

Complaint: 22695932

I am rejecting this response because: as stated in my original complaint to your office.. my bank has not received a deposit from ***, i informed *** of this fact and asked for receipt showing their deposit to my bank. no response was made from *** concerning their deposit to my bank, this led me to my first and original complaint to the bbb.

Regards,

***** *******
Business response
12/30/2024
We thank the patron for reaching out to us.

If the patron has still not received these funds, we ask that they please reach back out to ************************************************************************* to inquire as to the documents needs to investigate this issue further.
***************************************************************************************************************

If anything further is needed, BetMGM will be happy to help.
Initial Complaint
12/16/2024
Complaint Type:
Billing Issues
Status:
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.
Ive been in touch nonstop with betmgm about a fraudulent account made with my email ********************* that I instructed them that identity theft was involved, I called today and they still told me the account is under review even though its been most and I told them to CLOSE it and it is not mine to prevent anymore fraud, also there is over $12,000 in fraudulent deposits. I cancelled my card and they instructed a check will be sent to the address I provided and nothing has been done please stop stalling and send the money and close account.
Business response
12/26/2024
We thank the patron for reaching out to us.

This matter is currently being reviewed by the BetMGM Operations team. Once an update is available the patron will be notified directly via email.
We apologize for the inconvenience this may have cause and hope to be in contact with the patron soon.
Customer response
12/30/2024

Complaint: 22693891

I am rejecting this response because:
No one has reached out to me and it is pretty clear now that BetMgm is stalling. This is an embarrassing act from this organization. Give me my funds back immediately.

Regards,

****** *******
Business response
01/09/2025
We appreciate the patron for reaching out to us.
First, we would like to apologize for the delay.

BETMGM is currently dealing with higher volumes than normal and we appreciate the patron's patience.

At this time, our team has reached out directly to the patron on 01.09.2024 provide them with further information in regards to their concern.

If anything else is needed. ****** will be happy to help.
Initial Complaint
12/16/2024
Complaint Type:
Service or Repair Issues
Status:
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.
This is a sports betting app that gives out promotions. I placed a bet with a promotion attached to it and did not receive the 100 bonus that came with the bet. I took a screenshot of the bet and promo and after I contacted support they told me it was for a different sport. But the details in the promo said basketball and when you click on the bet now tab it takes you directly to nba page to place bet.
Business response
12/29/2024
We appreciate the patron reaching out to us.

On 14 December 2024 the patron placed a wager on professional basketball, intending to use a Bet & Get token from an active promotion that was issued to their account on 13 December 2024.

As required by the promotion’s Terms and Conditions, "To use the token, add a bet on College Basketball to your bet slip and activate the token". The wager was also placed on Professional Basketball games, not College Basketball, and as they were placed on non-eligible games, the patron's wager is not eligible for meeting the requirements to apply the token, and thus to receive the bonus from the promotion.

These Terms and Conditions can be reviewed by clicking the “Details” button shown in the patron’s screenshot, or by clicking from BetMGM’s Homepage >> Promotions >> Choose promo >> More Info, or via the app, by clicking the Promotions Tab >> Choose promo >> More Info.

Multiple agents have provided this information to the patron over the course of several contacts, and an escalation to our Supervisors has yielded the same outcome. The wager is not eligible for use with the token, as the wager was placed on professional basketball, not college basketball.

As of 29 December 2024, the token is still active in the patron’s account, and is available for use on any college basketball wager the patron would care to place. If the patron has any questions, BetMGM’s Customer Care Team stands ready to assist.
Initial Complaint
12/14/2024
Complaint Type:
Billing Issues
Status:
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.
On 3 September I placed a single $1000 bet on-line with BetMGM. That bet paid off $2400 (including my $1000 stake) on December 8th. When I tried to withdraw my funds, the only option I was offered was something called VIP Preferred which I had never heard of and had no interest in. Based on other on-line complaints about withdrawing funds from BetMGM, I saw that using ones ****** account often worked. I deposited funds ($10) from that ****** account which is apparently required to create it as an option for withdrawals. And, in fact, my ****** account did then appear as an option (along with a the aforementioned VIP Preferred).I proceeded to request a withdrawal to my ****** account. Initially, it appeared to work fine, but then a got an email from BetMGM saying that I had to send them a copy of my drivers license as well as a photo of me holding the license. I complied. I then withdrew the funds to my ****** account again.But ********************** again blocked the transaction. I got another email telling me that they wouldnt release the funds until I sent a) a copy of my ****** account homepage and b) a recent statement from one of my bank accounts. I sent them the copy of the ****** page but told them that I was not sending them the bank account info as it is not involved in the withdrawal and I was already uneasy with the amount and nature of the personal information that I have *********** of the writing of this complaint, BetMGM has not responded and is still blocking my funds. I dont believe that BetMGM has any legitimate reason to require any more documentation than I have already provided. I can only assume that they are simply trying to hold onto my money for as long as possible (note: there is no disagreement as to whether the funds are mine or the amount of the funds).I am requesting that BetMGM release my funds based on the information that I have already provided.Thank you **** ****
Business response
12/23/2024
We thank the patron for reaching out to us.

As per the Terms and Conditions agreed upon when registering:
Paying out of winnings
To ensure that your winnings are paid out exclusively to you, you are required to enter your name and date of birth when registering. As an additional security measure, we also require a copy of official photographic identification when you request your first withdrawal.
************************************************************************************************************
4.8. Acceptance of a withdrawal request is subject to any deposit method restrictions, bonus restrictions and Security Reviews (see Section 19 below) and any other terms of these Agreements. All amounts You withdraw are subject to the transaction limits and any processing fees for deposits and withdrawal methods that We notify You of before a withdrawal. For further details of current deposit and withdrawal options and fees, please see the Cashier page.
*******************************************************************************

BetMGM has emailed the patron directly regarding the documents needed to complete the review and security measures. If anything else is needed, BetMGM will be happy to help.
Customer response
12/24/2024

Complaint: 22686698

I am rejecting this response because:
While I appreciate the timely response, it doesn't address my specific complaint. BetMGM refers to their need to establish that I am who I claim to be. To that end, BetMGM has requested and I have provided:
* A copy of my Illinois driver's license
* A photograph of me holding said driver's license
* A copy of my account home page of the ****** account to which i have attempted to send the funds from my BetMGM account
* My registration included my birthdate and address (also included on the driver's license photo requested and provided recently)
Per my original complaint BetMGM has now requested a statement from my bank account. This bank account was the source of my deposit and is NOT involved in my withdrawal. BetMGM accepted those funds almost four months ago and raised no issues about their legitimacy. I believe I have sufficiently complied with BetMGM's request(s) to establish my identity and providing additional sensitive personal information (about an account not involved in the withdrawal) represents an unnecessary security risk.
My complaint requests that BetMGM either explain why that (specific) statement is necessary or drop that request and release my funds to the (documented) ****** account.

Regards,

**** ****
Business response
12/30/2024
We thank the patron for reaching out.

The patron was advised of the documents needed in order to move forward with a withdrawal. At this time, the documents have not been provided.

As per our Terms and Conditions:
10.2. Acceptance of a withdrawal request is subject to any deposit method restrictions, bonus restrictions and Security Reviews (see Section 19 below) and any other terms of these Agreements. All amounts You withdraw are subject to the transaction limits and any processing fees for deposits and withdrawal methods that We notify You of before a withdrawal. For further details of current deposit and withdrawal options and fees, please see the Cashier page.
*******************************************************************************
Initial Complaint
12/13/2024
Complaint Type:
Product Issues
Status:
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.
I was unaware that this casino was restricted everywhere except the province of *******. When I signed up I entered my address which is in ******* and their system saw no problem with that. I went through the verification process which again includes my address. I received an email say I was verified to deposit, play, and withdraw. I deposited $50 and received a welcome bonus of $50. They took my money and gave me $100 bonus money instead of my $50 plus $50 bonus money. I go to play a game and that is when I am prompted with a message saying I am unable to wager because I am outside the permitted area. So I ****** what the problem is only to find out I am not allowed to play unless I am located in *******. Not once while signing up or them taking my money was I told this. I would like my $50 refunded and for them to close my account.
Business response
12/23/2024
We thank the patron for reaching out to us.

If you are not physically located in a legal province you can access your account, but you cannot play games or place bets. If youre in a legal province but near the province border, the ocean or in a remote area and there are not enough Wi-Fi signals or cell towers to verify your location, then you may not be able to play games or place bets.

BetMGM Payments team has been in contact with the patron regarding their withdrawal request, with the most recent email sent directly on 12.15.24. The patron would need to respond via direct email, or contact BetMGM customer Care Directly for further assistance regarding their withdrawal, as their financial institution are rejecting the withdrawal.
If anything further is needed, BetMGM will be happy to help.

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