Complaints

• Initial Complaint

  01/16/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am being scammed by ***. Their cash eruption and Konami games have been glitching for the past 3 days now. I have constantly contacted support on the issue and they keep giving troubleshoot instructions when they know its their gaming platform. I checked the reviews and SEVERAL OTHER PLAYERS have had the same issues with the same games and it seems at tho MgM is not taking accountability for their lagging and crashing games. Customer support is a joke I have been speaking with them for 2-3 days now about the same issue. I asked about a refund or credit because the game would soon then crash out and when I exit the game I have a new lower balance. It doesnt even complete the spon to tell me if I win or not. THIS IS A COMPLETE SCAM. I have never had this issue with any other online casino and makes me wonder where the regulators are the claim these platforms are fair and just. All they have to do it look at the reviews and can see something seems off here. If the games dont work properly why are they available to play knowing its lags and crashing and is more than likely just stealing our funds. They need to be kicked off letting these people legally scam its customers. I Hate It Here

  Business response

  01/22/2025

  We thank the patron for reaching out to us. 
  
  Unfortunately, the information provided by the patron via the BBB is not registered under any account on our platform. In order for us to further assist the patron with their concern, we ask that they please reach out via their email address on file. As per BetMGM Policy, and to protect the patrons account, we are only able to communicate with patrons under their registered email and phone numbers. 
  For more information regarding these policies, the patron can review 1. GENERAL INFORMATION ABOUT OUR COLLECTION AND USE OF PERSONAL INFORMATION and sections A. Information You Provide //  Non-Marketing Purposes.  **************************************************************************
  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

  01/14/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Ive deposited over 500/600$ on bet *** lost some and won some won anout 500$ and they closed my account and refuse to give me my funds Ive heard they been scamming for a long time now I was not aware I used bet *** everyday

  Business response

  01/22/2025

  We appreciate the patron reaching out to us.
  
  BetMGM directly contacted the patron via email on 01/13/25 and 01/14/25 advising to their account status and what is to occur with the funds.
  
  For more information on these Terms and Conditions, the patron can review Section 20.FORFEITURE & ACCOUNT CLOSURE: ****************************************************************************************************************
  
  If anything further is needed BetMGM will be happy to help.  

• Initial Complaint

  01/13/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Deposited 10 Dollars, attempted to withdraw 60 dollars of winnings, company is no allowing me to withdraw, and after multiple attempts at contacting support, they only have chat support available, and they “have no supervisors” and have no escalation process for users requesting escalation. Support only states to “wait while verification is processed”, it has been over a month and I am unable to withdraw $50 ($10 went missing without explanation), however I can still deposit as much as I want. Scummy casino tactics.

  Business response

  01/21/2025

  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.
  
  Our team has advised the patron of this security review from January 2nd to January 13th, 2025.
  
  As stated in Section 19, "Security Review," of our legal matters page (****************), security checks are a routine part of our process to ensure the integrity of transactions and accounts.
  
  We apologize for the delay in response and 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

  01/28/2025

  
  Complaint: ********
  
  I am rejecting this response because:
  

  After some time, I was finally sent a message regarding my account, saying it has been permanently closed, with absolutely no information given. To compound, I requested a transfer of funds over an week ago (The time given is a 24hr transfer). Images attached.
  
  
  Regards,
  ***** ****** 

  Business response

  02/12/2025

  We appreciate the patron reaching out to us.  
  
  BetMGM directly contacted the patron via email on January 27th, 2025, 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. 
  
  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, We 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. We reserve the right to close Your Account(s) if You open multiple Accounts. If We have reasonable grounds to believe that multiple Accounts have been opened with the intention to defraud Us, We 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, else is needed, BetMGM will be happy to help.  

• Initial Complaint

  01/11/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On January 10th, I made a deposit of $795.00. They took the money out of my bank account but never credited it to my account. They withdrew it but never credited it.

  Business response

  01/20/2025

  We appreciate the patron reaching out to us.
  
  On 11 January 2025, the patron had a deposit that was not successfully completed into their gaming account, and over the course of the day, the patron was repeatedly advised that they needed to wait 3 business days for the funds to return to their account. The patron refused to wait, and when asked for a PDF of their bank statement, the patron instead provided a screenshot of their online banking portal, showing a pending transaction in the amount of the failed withdrawal.
  
  The patron has not contacted BetMGM since their last contact on 11 January 2025, and has not provided a bank statement as requested.
  
  BetMGM invites the patron to submit a PDF of their bank statement for January 2025 via email at ************************************* for further review if their funds have not been returned to their bank account.This should specifically show the transaction in question as being a successful deposit, as BetMGMs records indicate the deposit was unsuccessful. 

• Initial Complaint

  01/09/2025

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I deposited ****** dollars & won $550.00 dollars. I tried to withdrawal the money. I got a email stating that they needed my documents to make sure it was me. I sent the documents they asked for a couple of times. I.keep getting a email saying that it's incomplete. Nothing is getting resolved i asked for a fax number so I can fax over my paperwork that's needed. No response for them. Please ******* get my winnings. I really like this casino but hate dealing with this nonsense ??

  Business response

  01/14/2025

  Thank you for reaching out regarding the complaint filed by the patron. We would like to provide an update on the matter.
  
  As of January 11, 2025, at 7:11 AM, our relevant team informed the player via email that their account remains under review. The player was assured that their case is being handled with the highest level of urgency and that they will be notified as soon as a determination is made.
  
  We remain committed to resolving this matter promptly while ensuring compliance with all applicable regulatory requirements. Should you require any additional information or documentation regarding this case, please do not hesitate to contact us.
  
  Thank you for your time and attention to this matter.

• Initial Complaint

  01/08/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 1/3/25-1:8/25 I won over $6000 on borgata online casino. I submitted proof that Im an authorized user on the credit cards used and they will not release my funds. I have a gambling problem and told them this and I need to ban myself and need the funds. My wife and I have been so good to the borgata. This is so disappointing that Ive contacted them multiple times and they refuse to answer me or update me or explain why the letter is not acceptable, I do not feel comfortable sending in my credit card information. They had no problem accepting probably $5k of deposits with my money but when it comes time to payout they dont want to and its forcing me to ****** with all this money available. I need help please!! And beware of the borgata and other online gaming sites. When it comes time to payout, they refuse even though you have a gambling problem and provided proof of authorization to use the card.

  Business response

  01/16/2025

  We truly appreciate the patron reaching out to us.
  
  Were pleased to inform the patron, that this matter has been resolved, and we apologize for any delay.
  
  On January 9th, 2025, the patron received an email from our Responsible Gaming Team regarding the status and closure of their account. The following day, January 10th, 2025, they received an email detailing the funds withdrawal.
  
  For additional information on Responsible Gaming, the patron can visit the following resources:
  
  Self-Exclusion - New Jersey Gaming Control Board
  Help - General Information - Terms of Service : Player Protection (Responsible Gaming)
  
  If theres anything else we can assist with, BetMGM is here and happy to help.

• Initial Complaint

  01/07/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I signed up for an account on BETMGM Casino and opted in for the casino bonus deposit $10 and get $200 casino credits. I signed into my account on 12/21/2024 to play my credits. I met the playback requirements. I was so excited I won something and requested a withdrawal of $1,000, the withdrawal was approved in no time. I left some money in the account to continue playing and I won some more and decided to withdrawal another $1,000 on 12/21/2024 as well. Well this withdrawal transaction did not go smoothly at all. Within an hour of requesting the 2nd withdrawal I received an email stating my account was under a standard review and the $1,000 was put back into my MGM account. I am able to login to my account but I can not bet, withdrawal or deposit. I have reached out to BetMGM 8 times with no resolution, The 12/29/2024 chat the rep said it would be resolved in 5-7 business days I even confirmed the date 1/6/2025 I would receive a resolution. My account is fully verified and I was able to withdrawal previously 17 total days is a long time for this issue not to be resolved. Very unhappy with the customer service and their timeliness to resolve my issue. I want my money that I won.

  Business response

  01/16/2025

  Thank you for bringing this matter to our attention.

  We want to assure you that the case is actively under review by the relevant internal team. At this time, we are awaiting a follow-up from them to provide a thorough and accurate resolution. 

  We are closely monitoring the situation and will ensure the patron is updated as soon as we have the necessary information. Please rest assured that this matter is being treated with priority, and we will follow up promptly with the outcome. 

  If you require any additional information in the meantime, feel free to reach out to us directly. 

  Customer response

  01/16/2025

  
  Complaint: ********
  
  I am rejecting this response because:

  Even though I appreciate the response, I have been waiting for 27 days with no resolution. It says I am a priority I really don’t consider 27  days a priority. I am very disappointed in BetMGM and couldn’t imagine it would take this long . It says to reach out to them directly but I have done that over 8 times with no resolution. I even reached out after filing this complaint and was told the account was still under review.  As I mentioned previously my first withdrawal when thru with no issue.  I understand there are routine account reviews to ensure  the safety of my account . I just wish this process was a better experience. I just want this resolved and my money I won. 
  
  Regards,
  ******* ***** 

  Business response

  01/27/2025

  Thank you for bringing this matter to our attention.

  As per our security protocol outlined in Section 19 of our Terms and Conditions, we reserve the right to conduct a security review at any time to ensure the integrity and security of our systems, as well as to validate the identity, age, and registration data provided by our customers.

  Section 19 may be reviewed using the link below: 

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

  We can confirm that the patron’s account underwent a thorough review, and we notified the patron of the review’s completion via email on January 18, 2025. Following the successful completion of the review, a withdrawal was processed and completed on the same day.

  We are committed to maintaining the highest level of security and ensuring that all of our customers have a safe and seamless experience. Should there be any further questions or concerns, please do not hesitate to reach out.

• Initial Complaint

  01/06/2025

  Complaint Type:

  Billing Issues

  Status:

  Unresolved

  More info

  I opened an account with them on 12/22/2024 deposited ***** for the welcomes offer plus was provided a deposit bonus. When I started to withdrawal my winnings. They immediately blocked my account. I have provided almost 7 different documents for verification. Each time I reach out it says its been reviewed. On there site it clearly says verification takes 48 hours in writing. I need either my money back that I deposited and account closed or either my account tooken off hold and verification to be completed because Im definitely who I am and have provided many documents to prove that. I never had any issues with any casino company besides this one when it comes to verification and they clearly have exceeded the timeframe to complete

  Business response

  01/15/2025

  We appreciate the patron for reaching out to us.
  
  BetMGM's relevant team reached out to the patron via email on 1.7.25 regarding their account status. If they would like further information on BetMGM's account policies, we ask that they please review the link provided in section 7. Your Use of ******************************************************************************************************************* 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.

  Customer response

  01/15/2025

  
  Complaint: 22775577
  
  I am rejecting this response because:
  
  The only thing I receive on 01/07/2024 is a email saying This email is to inform you that after further review, we have decided to permanently close your account.
   
  Unfortunately, we are unable to share any information regarding this business decision. 
   
  Please refrain from opening new accounts on any of our platforms as this will result in account closure.
   
  Thank you for your understanding in this matter. 
   
  Regards,
  Operations Team.   Which there is no valid reason on why my account was closed you suspended mt account the first day an hour after I when enrolled. It seems like anytime if we want to withdrawal our winnings there is a problem but you sure dont have a problem taking my money when I deposited it. Just please send me my money I had remaining from the money I DEPOSITED not winnings from your site back. Your holding money that you have no entitlement to hold and you closed my account for no valid reason. 
  
  Regards,
  
  ****** ****

• Initial Complaint

  01/06/2025

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have been trying to continuously get in contact with bet *** abut my account over and over and over and now apparently my account is completely closed for no reason as my documents and everything verified. I had no problems with my account with depositing and withdrawing. And now all of a sudden I can never use my account again.

  Business response

  01/15/2025

  ** appreciate the patron reaching out to us.

  The patron was first notified on October 10, 2023, that their account had been permanently closed following a thorough review. Additionally, they were informed that BetMGM is unable to disclose further details regarding this business decision.

  The patron was also advised to refrain from opening new accounts on any ********************** platform, as such accounts will be subject to immediate closure.

  Per BetMGMs terms and conditions: 

  To maintain a high level of security and integrity in the systems used to provide the Services, ** 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).

  ** reserve the right, in Our unfettered discretion and in relation to Your Account, any related ESP account (as that term is defined in Section 8), any accounts You may have with other sites, casinos or services owned or operated by or on behalf of the *************** and, in the case of Your use of the Services, any Services that share the shared game/table platform, to terminate these agreements, withhold Your Account balance, suspend Your Account, and recover from Your Account the amount of any affected pay-outs, bonuses and winnings

  For a full review of these terms and conditions, please visit the following link: ***********************************************************************************************************

  ** note that the patron has contacted BetMGM Customer Support on multiple occasions regarding this matter, and the decision has been consistently communicated to them.

  If anything else is needed BetMGM will be happy to help.
  

  
  

  Customer response

  01/16/2025

  
  Complaint: 22774534
  
  I am rejecting this response because:
  I had asked multiple times to close all accounts that were created , because I accidentally created another account because I was fully sure about what was going on with Mt account in the first place and repeatedly emailed to ask same questions over and over and still not a single thing back. Except for recently telling me my account is closed due to a business agreement. So I don't agree with the fact that they closed my account because I had tried to make a new one because I thought that is what I needed to do , otherwise I had no clue what was going on. I signed in the one day perfectly fine.. the next apparently my account was all of a sudden shut down.
  
  
  Regards,
  
  ******* ********

  Business response

  01/23/2025

  ** appreciate the patron providing additional feedback regarding their concerns.

  ** understand that the patron expressed confusion regarding the status of their account and acknowledged creating multiple accounts due to uncertainty. However, as previously communicated, BetMGM conducted a thorough review before permanently closing the patrons account.

  The patron was initially notified on October 10, 2023, regarding this decision, and it was emphasized that opening additional accounts on any ********************** platform is a violation of BetMGMs terms and conditions. Specifically, BetMGM terms state:

  To maintain a high level of security and integrity in the systems used to provide the Services, ** 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

  Furthermore:

  ** reserve the right, in Our unfettered discretionto terminate these agreements, withhold Your Account balance, suspend Your Account, and recover from Your Account the amount of any affected pay-outs, bonuses and winnings

  The patron is encouraged to review the complete terms and conditions available here: ***********************************************************************************************************.

  ** understand the patrons frustration and apologize for any inconvenience caused. However, it is important to note that BetMGM must uphold its terms and conditions to maintain the integrity of the platform.

  If the patron has additional questions or concerns, BetMGM remains available to provide further assistance.
  

  
  

• Initial Complaint

  01/03/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I asked that my bet be reopened because I felt it was closed prematurely. I never said anything about my account being compromised or requesting a review. My account was put on hold and I was told it would be 72 hours. Its now been 9 days and I still cant access my money or have a resolution. Ive called or chat with customer service multiple times and no one gives me an answer or will free up my money.

  Business response

  01/13/2025

  We thank the patron for reaching out. 
  
  When the patron reached out on 12.26.24 via direct chat claiming unauthorized access in the form of a a Bet Slip Cash Out, the handling agent followed all standard procedures in actioning the account. The patron was notified directly via email, by our Operations Team that same day that the account would be placed on a hold to review the claim. 
  
  After a thorough review, BetMGM Operation team directly emailed the patron advising no unauthorized access was found and that the account was now reopened. This email was sent as of 1.8.25. The bet was cashed out by the patron, in accordance with all Terms and Conditions. 

  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.

  If anything further is needed, BetMGM will be happy to help. 

*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. ↩