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:03/04/2025

  Type:Customer Service 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 3rd 2025 I logged into BetMGMs sports book app and saw that the self exclusion for the casino portion of there app was turned off easily. I chose to permanently exclude from the casino in December. On the 3rd it was turned off and I lost a lot of money. This protection was put in place by me and easily removed. It is illegal to remove responsible gambling protections put in place by customers that want to protect themselves from predatory casino practices. BetMGM ignored my request and allowed me to succumb to my addictive personality even though I had protections put in place to prevent this. This company does not care about the law or responsible gambling protection and are willing to harm consumers who have asked for protection. This company is scum and this type of thing needs to be investigated. Thank you the included screenshot shows that Betmgm knew I had that service closure on my account.

  Business Response

  Date: 03/13/2025

  We appreciate the patron reaching out to us.
  

  We acknowledge receipt of the complaint regarding the responsible gaming protections applied to an account. As part of our commitment to responsible gaming, we ensure that players have access to appropriate self-exclusion and account closure options based on regulatory guidelines.
  
  Upon review, we confirm that our system distinguishes between service closures and permanent account closures. A service closure allows a player to disable access to a specific product while still maintaining the ability to reopen it at their discretion. In contrast, a permanent account closure results in the complete restriction of access, ensuring that the account remains closed indefinitely.
  
  It is important to note that multi-state service closures are enforced across all jurisdictions where the player accesses our platform. If a player initiates a service closure in one state, the restriction is automatically applied to the same product in all states where they have access.
  
  We take responsible gaming seriously and adhere strictly to state and federal regulations to protect our players. If further clarification is required, we are happy to provide additional details regarding our responsible gaming policies.
  

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

  Customer Answer

  Date: 03/13/2025

  ********** ********
  
  I am rejecting this response because:They will not even respond to my emails. I have pending bets that are owed to me. They cannot legally keep this money. They do not take responsible gambling seriously or we would not be here.
  
  
  
  Regards,
  ****** *****

  Business Response

  Date: 03/26/2025

  We appreciate the patron reaching out to us.

  We would like to confirm that BetMGM was in direct contact with the player regarding their concerns. On March 4, 2025, our Responsible Gaming Team sent an email to the player outlining the account status and providing clarity regarding the responsible gaming measures in place.

  
  For further information on our policies and guidelines, the player can view our Terms and Conditions here: ****************
  .
  
  If anything, else is needed, BetMGM will be happy to assist.

• Initial Complaint

  Date:02/27/2025

  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.

  They won't let me withdraw my balance, it's insane I've given them all the documents they've requested multiple times they keep telling me my ID is blurry while trying to take a photo of it in a selfie, what's insane is they already verified my ID but now all of the sudden they can't read it once it's in a selfie?? It's been a week now of just the same ******** response their support is an absolute joke nobody helps they just say they're not in that department and they'll escalate the situation then I just get the exact same **** email... I just want my **** money back I don't want to use their garbage casino they already have my ID and debit card information they're just being stupidly difficult there's no way they can't just refund my measly $10 they just keep dicking me around it's wild

  Business Response

  Date: 03/05/2025

  We appreciate the patron reaching out to us regarding their concerns.
  
  The patron was notified via email on February 24, 2025, at 3:44 AM that additional documents were required to review their claim. If the patron is unsure of what is still needed, they have been advised to contact our Customer Support Team at ************************************* or escalate their concerns to ********************************************* for further clarification.
  
  For more details on why these documents are required, the patron can refer to our Terms and Conditions via the following link:
  *******************************************************************************
  
  At this time, the patrons case remains under security review. We are still awaiting the necessary information from them to proceed with our investigation and work toward a resolution.
  
  If any further information is needed, BetMGM is happy to assist.

• Initial Complaint

  Date:02/25/2025

  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 have been trying to withdraw my money from their website for over a week now. They will not provide me a way to get my funds out. They owe me $197. They have told me over and over again that they will get back to me. Between twenty four and seventy two hours, they have told me this every three days for a week now. withdrawals are supposed to be instant through your bank account.But I can't do that, so I simply asked them to mail me a check and they won't even do that. this is my money, and I need it.Desperately, they will not give it to me

  Business Response

  Date: 03/06/2025

  We appreciate this player reaching out to us.
  
  After careful review, BetMGM filed a manual withdrawal request for the player on 02/20/2025. BetMGM was unable to complete this request before the player withdrew their funds to their registered bank account.
  
  The player withdrew their funds on 03/06/2025 and should receive their funds no later than 03/17/2025.
  
  Withdrawal turnarounds times are advised within the Terms of Service and can be viewed here: *************************************************************************************
   
  We apologize for the inconvenience this may have caused and appreciate the player's trust in us to resolve this in a timely manner.
  
  If anything else is needed, BetMGM will be happy to help.

• Initial Complaint

  Date:02/25/2025

  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.

  Will not let me open an account because it says i already had an account which ive never had .

  Business Response

  Date: 03/06/2025

  We appreciate the patron reaching out to us.
  
  The patron did not provide an email address, as such we are unable to locate any accounts that may have been created using this information.
  
  To verify any accounts created, we encourage the player to send their query from their email address directly or make live contact with our support team via email at ********************* or phone (###-###-####).
  
  If anything further is needed, BetMGM will be happy to help. 

  Customer Answer

  Date: 03/18/2025

  [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 ********, the email address associated with the BETMGM account is [email protected]
  
  Regards,
  
  ***** ******

• Initial Complaint

  Date:02/23/2025

  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 won my first bet of $3000 but the system says I never placed the bet and they wont give me my winnings.The odds are rigged for every single game for you to lose your money instantly.

  Business Response

  Date: 03/01/2025

  We appreciate the patron reaching out to us.
  
  On 14 February 2025 the patron created their account with **********************, and their affiliated welcome offer was the ********* Offer (***), which offered the patron their stake back (up to $1500 USD) if their first wager was settled as a loss.
  
  The terms and conditions for this promotion can be reviewed at ***************************************************************************
  
  The Risk Free Token that is required to be applied to the first wager was added to the patrons account on 14 February 2025 at 09:22 PM EST.
  
  The patron made two deposits, one on 14 and one on 15 February 2025, and placed a wager with those funds at 09:13:09 AM EST on 15 February 2025. This wager had the *** Risk Free Token applied as required by the terms and conditions of the promotion,and was settled as a loss later in the day.
  
  The patron contacted BetMGM on 15 February 2025 at 07:27 AM EST, and reported that they were unable to see their wager. The investigating agent was also unable to see the wager, and requested a Bet ID which the patron was unable to provide. The patron went idle in the chat, and the agent left screenshots in their notes showing no wager in the patrons transaction history or sports betting history.
  
  The patron has also contacted about being unable to locate the issued bonus bets, and an agent provided a journey on how to view them.
  
  The display issue causing neither party to be able to view the original wager has been resolved as of 01 March 2025, and the patrons wager is visible in both their sports betting history and their transaction history.
  
  The patron may review both of these logs by following the journeys below:
  
  Transaction History: Account Menu >> Transaction History >> My Transactions
  Sports Betting History: Sports Homepage >> My Bets on the upper right part >> Live/Open/Settled Bets
  
  Five bonus bets from the *** were issued to the patrons account at 09:23 AM EST on 15 February 2025, in accordance with the patrons stake for their wager and the terms and conditions of the promotion itself. Four of those bonus bets have been used to wager, and one has expired as of 22 February **************************************** the terms and conditions.
  
  If anything else is needed BetMGM will be happy to help. 

• Initial Complaint

  Date:02/21/2025

  Type:Customer Service 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 recently had major issues with lagging and misplaying games back to back to back. I contacted customer service several times before making a complaint with the gaming commission because I never got a response from them. Finally well after about a month I got a response saying there was nothing wrong with the games, however I have evidence and proof via screenshots with the multiple error messages and crash out. Just a bunch of scammers.Hope the s*** them down!!!!

  Business Response

  Date: 03/05/2025

  We appreciate the patron reaching out to us. 
  
  After further review, BetMGM was able to confirm that the patron no longer has any unfinished games on their account. 
  
  Per our terms of service, BetMGM is not responsible for disconnections while playing. 
  
  The patron was provided with timely and accurate assistance from our ************* team. 
  
  If anything else is needed BetMGM will be happy to help. 

• Initial Complaint

  Date:02/20/2025

  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.

  I had used the website with both my credit card and debit card, they took an extra 400 off my credit card and 200 off my debit card. I Initiionally contacted them and was told I would receive my money back in 3-5 buissness days. Once not received I contacted again and this person denied owning me anything. I contacted my bank and because they didn't specify dollar ammount they said they can't dispute the charges. My screen shots didn't matter.

  Business Response

  Date: 03/01/2025

  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. 
  
  The patron was notified via chat on 02.18.25 that additional documentation in PDF format must be submitted to assess the transactions disputed by the patron. For pmore information on why BetMGM requires these documents, they can view our Terms and Conditions here: 
  
  Unfortunately, the patron's case is still under security review. We await more information from them to continue our review in hopes to resolve this issue soon. We kindly ask the patron to monitor their inbox for an update.

• Initial Complaint

  Date:02/17/2025

  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 was banned by BETMGM and my account was closed. ******************** refuses to allow me communicate with them and has acted *************** son gained access to my account against my wishes. Upon discovery, I immediately reported this to BETMGM and protected my account so he could no longer access it. BETMGM then accused me of having gambling issues and closed my account even though it's quite clear that betting habits and chat communication were not consistent once my son accessed my account with how I typically use it.

  Business Response

  Date: 02/25/2025

  We appreciate the patron reaching out to us.
  
  BetMGM directly contacted the patron via email on 2.20.25 advising them of their account status. If they would like further information on BetMGM's account policies, we ask they please review the link provided in section 7.2 YOUR USE OF THE SERVICES: *******************************************************************************
  
  "We 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 Answer

  Date: 02/25/2025

  
  Complaint: 22954051
  
  I am rejecting this response because:
  
  This is true that they acted per their terms:

  "7.2. We 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."

  However, they did this under the explanation that I have a gambling issue which is contrary to the evidence I provided to BetMGM relate to their ban. They are refusing to engage me to rectify the situation based on a false assumption and judgment on their part which is unethical regardless of their terms.

  
  Regards,
  
  ****** ******

  Business Response

  Date: 03/03/2025

  We appreciate the Patron reaching out to us.
  
  BetMGM investigated the patrons complaint and remain firm in our decision. 
  
  If all reasonable means to resolve the complaint with BetMGM Ohio online have been exhausted, the patron can file a patron dispute/patron complaint with the Ohio Casino Control Commission by contacting them at: ********************************************************************************* If they are directed to submit their complaint in writing to us, they can do so at ***********************************************************************
  
  If anything else is needed, BetMGM will be happy to help

• Initial Complaint

  Date:02/17/2025

  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.

  Playing on BetMGM and I had $115. I proceed to spin 147 times on a slot machine at .80 cents per spin and only win 2 times for a total of $3.20. How is it possible to only win 2 out 147? Thats 1.3% win rate and 2.7% rtp. How do they get away with stealing peoples money like that? I understand im gambling but slot machines dont work like that. Theyre blatantly ripping me off.

  Business Response

  Date: 02/25/2025

  We appreciate the patron for reaching out to us.
  
  We would like to express our gratitude to the patron for the feedback regarding our online casino games. We apologize for any inconvenience this may have caused, especially when it involves a significant amount of funds.
  
  In accordance with BETMGM's terms and conditions, we are dedicated to ensuring the fairness of our casino games by adhering to specific requirements and standards.
  
  Licensing - we strictly adhere to the rules and regulations established by regulators in every state where we operate.
  
  Platform encryption - our platform meets the highest security standards in the industry.
  
  Random number generators - an RNG is an algorithm used to produce unpredictable results, ensuring random outcomes on every spin, shuffle,etc.
  
  Independent auditing - both operators and game developers are subject to evaluation by external parties.
  
  For further information,  we encouraged the patron to review the following link:
  
  *******************************************************************************
  
  Should they  have any additional concerns related to a particular BETMGM online casino game or its gameplay, please do not hesitate to contact our ************* support team at *************************************************************************.
  
  We hope this information proves helpful to the patron. 

  Customer Answer

  Date: 02/26/2025

  
  Complaint: 22954031
  
  I am rejecting this response because:
  
  I dont see whats fair about spinning hundreds of times and winning twice for a total of $3.20 while losing $115. Whats fair about that? Thats not how casinos work. You claim you want your online casino to be as close to an experience going to a physical casino but if I go to any casino and wager $115 spinning hundreds of times Id surely win more than 2 times and surely Id win back more than $3.20. Ive seen other online casinos get caught setting their machines at 0% rtp. How am I supposed to know whether or not you set yours at 1%? Cause thats about the % *** I had while losing $115 and winning only 2 times. How would I ever know 100% that what you claim is true? That its all audited and regulated? Im just one person and you took $115 off me while returning only $3.20. Imagine you do that to hundreds every hour and how much money youd make. Surely enough to pay off any fines you might get if you get caught robbing people. And why would the state who audits you be trustworthy? They dont want me to win either. The more you guys take off of people the more money they get. How can you prove to anyone what you guys do is legit? The normal public has no way to tell, other than your word. Seriously!!! Hundreds of spins, $115 wagered and I won 2 times. Once for $2.80 and once for .40 cents. I understand Im gambling but it doesnt seem much like gambling when I have close to zero percent chance of winning anything while wagering and losing $115. 
  
  Regards,
  
  **** ******

  Business Response

  Date: 03/02/2025

  We appreciate the patron for reaching out to us.
  
  We genuinely understand the patients concerns and would like to assure them that all of BETMGM practices are in full compliance with company policies and regulatory requirements.  The patron may review the link below for further review.
  
  *********************************************************************************************.
  
  If the patron has further concerns we strongly suggest that they contact our ************* team directly at [email protected] review, we were unable to locate any communication from the patron.
  
  We hope that this information proves helpful to them. If anything else is needed I will be happy to help. 

• Initial Complaint

  Date:02/16/2025

  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 never bet on sports before and upon joking with my husband about the past scores and such of the Chielfs Super Bowl outcomes, we decided to play around with it and just try it out. It kept rejecting my bets and giving a location error. Well, we finally found out that in our state you have to be onsite of the resort to play at all. Well that is over 300 miles away. My husband requested to withdraw and it said so many business days. I didn't think of it again until tonight and looked and the money was never added to my nor was it on my betMGM account. I sent the live chat a message and within minutes before the *** even responded they sent an email stating that it had been added back to my account and ironically, unlike 5 minutes beofre, there it was in my gaming account. I requested another withdraw but am now being told I have to come to the resort, 6 hrs away, to pick up my money that is useless in that gaming account. NO alert was sent saying I had to be onsite in this state when making a deposit. And now I am being told no refund can be made or anything.

  Business Response

  Date: 02/21/2025

  We appreciate the patron reaching out to us.
  
  Please note, the reason the patron was experiencing issues withdrawing their funds was due to the registered **** used to deposit funds was not an eligible method of standard withdrawals.
  
  On 02/20/2025 our payments team was able to make an exception and refund the patron's requested amount to their registered ****, and have informed the patron of this action via email.
  
  If anything else is needed BetMGM will be happy to help.