ComplaintsforBetMGM

• Initial Complaint

  07/27/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  - mgm is liars they blocked me from contacting them they stole 35$ or more from me because the games kept freezing up and kicking me off and i referee a friend never got my 100$ this place needs to be held responsible im not the only one going through this with them they are a rip off and will steal ur money all together they stole about 2500$ from me

  Business response

  08/01/2024

  We appreciate the patron reaching out to us.
  
  The patron was advised directly via email on 7.28.24 regarding their account status. If they would like further information on BetMGMs account policies, we ask they please review the link provided section 6.6 We reserve the right to suspend or terminate Your use of certain of the Services, Platforms or any games on our Platforms from time to time for any reason or no reason, to the extent permitted by law or regulation.: ************************************************************************************************************************
  
  The patron was also advised via live chat on 7.24.24 regarding the Refer a Friend Promotion. Unfortunately, the requirements needed in order for the patron to receive their bonus were not met.
  
  Our relevant team is actively reviewing the patrons concerns regarding his ****** on 7.10.24. Once this review has been completed,our team will follow up with the patron advising them of the teams findings.
  
  If anything else is needed, BetMGM will be happy to help. 

  Customer response

  08/05/2024

  
  Complaint: 22053101
  
  I am rejecting this response because:
  
  im owed 250$ from these people and im going to collect it one way or another 
  
  Regards,
  
  *********************************

  Business response

  08/07/2024

  We appreciate the patron reaching out to us.
  

  The patron was notified via email on 8.7.24 regarding our relevant team's findings for the casino game rounds in question. For further information regarding our terms and conditions for Disconnection Policy - Casino, please refer to the link provided: ***********************************************************************************
  

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

  Customer response

  08/07/2024

  
  Complaint: 22053101
  
  I am rejecting this response because:
  
  unless i get a check to my address on file for 250$ im going to contuine to reject this i have screenshots recordings you name it i have it if we have to go into that we can i wagered well over thousands of dollars and i just found out that i was gettimg money taken from me everytime i played a game you do that to 100 people you guys are getting rich plus i had money left on the account if i have to get a attoney about this i will then yall will owe me alot more im being nice sayimg 250$ 
  
  Regards,
  
  *********************************

• Initial Complaint

  07/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Around May 17 2024, was playing a game called **** Sun do, and I was winning bonuses and money. Had approximately 4 bonuses backed up and 200 in cash in winnings and bank when the game abruptly crashed for no reason. I made calls and e-mails to them all asking me to,be patient..when the cleared the game on my account, they never told me nor awarded me any opportunity to collect my winnings. I believe this game had a program that crashed purposely because I was beating it. They now stopped responding because I said I was going to the state gaming commission..clearly their ads are misleading..the user should be wary of these games and realize they will crash as soon as you make a hit.

  Business response

  08/02/2024

  We thank the patron for reaching out to us. 
  
  BetMGM has been in constant direct communication with the patron since the issue occurred in May. The patron's game was escalated to our Technical Team, whom returned the stake amount on 5.17.14. 
  As per BetMGM's Terms and Conditions: "MALFUNCTION VOIDS ALL PAYS AND PLAYS." ******************************************************************************************************
  
  Please note that
  Internet gaming platforms (and game developers as well) are required to be independently audited by external companies. These companies evaluate game payouts, game penetration, software algorithms, mathematical formulas, malfunctions, and bonus pays (among other things) for every single game that is presented on an internet gaming platform. If anything is flagged during game testing, the independent auditor will require an internet gaming platform to make upgrades before more testing commences. The auditor will not sign off on a game until any and all issues have been resolved. A platform will usually display their approval from an independent testing lab on their site homepage.
  *******************************************************************************
  
  If anything further is needed, BetMGM will be happy to help. 

   

  Customer response

  08/02/2024

  
  Complaint: 22039770
  
  I am rejecting this response because:customer service repeatedly told me that they were escalating to the relevant team and for me to be patient.  I waited over two months and had to go to the bbb to get a response. I am sure that the state wont do anything about this type of action either..If malfunctions voids all pays then by all means inform me of tha from the outset. It  was never indicated in my email or conversations that this couldve been a malfunction. Its funny how the games dont malfunction when youre losing..I was told by Csr that this happened quite frequently that evening as well., and that i had to be patient because there were other complaints of the same nature. I venture to guess that a game will malfunction when a customer is on a winning streak..like I was.  I must have been getting to many bonus opportunities in a rowthats my only guess as to why the crash occurred.  Really disappointed with mgm as to just to give me what I won and a chance for some bonus games wouldve cost them nothing..probably wouldnt have won a lot more anyway. It was a game with low payouts..suffice it to say that any player should be warned that this happens on your site.  And if it can happen on a ***** game like I was imagine what  the high dollar games will do..CAVEAT EMPTOR

  
  
  
  Regards,
  
  ******** Mini

  Business response

  08/05/2024

  We thank the patron for reaching out to us. 
  
  BetMGM strives for clear and open communication and we apologize if this was not received. This feedback has been taken so that our ************* agents can continue to grow and improve. The technical Team and Vendor found that no funds or payouts were missing from the patrons game, and the stake amount was returned to the patron. 

  Please note that all games are held to Licensing and Regulatory standards, with 3rd party audits conducted to ensure Game Fairness. The patron can review more *******************************************************************************

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

• Initial Complaint

  07/23/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On June 26th, I redeemed BetMGM rewards points for 2 $200 Gametime vouchers. As of July 23rd, they have not been received. I have made a dozen attempts to contact them regarding this and their customer service has been embarrassingly bad. I have gotten the consistent run around, asked to check my email inboxes, asked to contact Gametime, only to have Gametime send me right back to BetMGM, I have been told it is a known issue. BetMGM has incentivized gambling on their platform by offering rewards points and prizes. However they have not delivered these items. In fact, they refuse to even refund me my rewards points. I redeemed the points for the same item previously and was issued a voucher code within the BetMGM app.

  Business response

  07/30/2024

  We appreciate the patron reaching out to ***
  
  Our ************* Team emailed the patron on 07/24/2024 regarding the details of claiming their Gametime vouchers.Furthermore, our Technical Team emailed the patron on 07/25/2024 advising on their M Life tier status confirmed by the property.
  
  If anything else is needed, BetMGM will be happy to help.

  Customer response

  07/30/2024

  [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

  07/22/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I received a 50% deposit match offer from BetMGM. Upon receiving the offer, I deposited $1,000.00 and received a $500.00 bonus. Part of the offer was that I had to bet the $500.00 bonus within 7 days of receiving it. After 5 days, I had completed 95% of the required bets for the offer. On the 6th day, the BetMGM servers went down, and I was not able to place any bets or access my account during this time. The servers were not restored until the 7 day term had ended. When the servers were restored, BetMGM cancelled my deposit match and withdrew the $500.00 bonus out of my account. I contacted the BetMGM support team, and they refused to refund my $500.00 bonus or extended the term for the 2 days that their servers were down and I couldnt place bets. I bet and lost money with the assumption that I would receive the $500.00 bonus as I fully intended to meet the term of my agreement, but through no fault of my own, the stated timeframe was cut short by BetMGM. This is fraud, and I want the $500.00 bonus that was stolen from my account by **********************. I am also placing a claim with the Tennesse ************************

  Business response

  07/31/2024

  We appreciate the patron reaching out to us. First, we would like to apologize for any inconvenience this may have caused. After reviewing BetMGM unfortunately could not reissue the bonus and can confirm the patron has received a courtesy bonus.As per our terms and conditions, We reserve the right to alter, discontinue, or terminate any Promotion, or any aspect of it, at any time, if there has been error in any Promotion Communication or on the Platform, based on our Standard Promotional Terms and Conditions under General Terms and Conditions.14.1. If anything else is needed BetMGM will be happy to help. 
  LINK: ****************************************************************************************;

  Customer response

  08/01/2024

  
  Complaint: 22028317
  
  I am rejecting this response because:
  
  I was not compensated in any way for the $500.00 that was stolen out of my account; that is a blatant lie. I will be filing a complaint with the Tennessee *********************** for the dishonest business practices and scams BetMGM is running. I will never use BetMGM's services again and will strongly be advocating against using BetMGM to anyone who will listen. I'd hate for someone I know to fall victim to one of your predatory schemes. 
  
  Regards,
  
  ***********************

  Business response

  08/11/2024

  We appreciate the patron reaching out to us. First, we apologize for any inconvenience this may have caused. BetMGM can confirm the patron received 2 courtesy bonuses on 7/20/24. To see your bonus/free spins history, please go to
  the Homepage >> Promotions tab on the upper right part >> OfferHistory >> Bonus History. If anything else is needed BetMGM will be happy to help.

• Initial Complaint

  07/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company is a scam and customer service is a crock! I am a US resident and have been out of the country for the last few months. A few months ago I had charges on my bank account from this place and contacted my bank. They blocked it. THEN charges still came out, so I finally was able to get a phone number and that basically did nothing because all they keep saying is the relevant team will be forwarded your information and we cant help you because you do not have an account. They had me send them over all of my personal bank account and personal details and still would not help. I then contacted my bank, an attorney and was finally given contact information for personal at the MI gaming commission. Within 48 hours they provided me with information on the account that MY funds were going too. They then gave me needed information and asked me to follow back up with the merchant. And would you believe that they said we located the issue and removed the payment instrument, nothing about pressing charges, and getting my money back! Now fast forward to today I wake up to see MORE transactions even after they told me my account details were removed. Since I am in ******* I cant physically go into my bank to just close the account, so Im just an open ATM at this point. This place is full of c*** and should be ashamed on themselves. But I am not going to stop until this is handled and so that nobody has to deal with this because Im losing sleep, weight, money and my mind dealing with them. The customer service is utterly horrible and they repeat the same thing over and over. I feel like Im apart of an identity theft crisis here and getting no help! I cant file a police report because they will not give me any names. Safety and security is not their concern and it sounds like an inside job!

  Business response

  07/30/2024

  We appreciate the patron for reaching out to us. 
   
  We deeply apologize to the Patron for any frustration caused by their experiences. We can confirm that we have not located any account under the Patrons supplied information. We highly encourage them to provide the following information regarding these charges for further review.
  
  -Transaction date
  -Transaction amount
  -First 6 and last 4 digits of the card used
  
  Please email this information to *********************************************. 

• Initial Complaint

  07/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I received a letter from the *** requesting information. I have been trying for over 3 weeks to obtain documentation from this casino along with their sister company, Borgota Online casino. Each time I speak to them they advise me there is a special department that can only provide this information to me. I have been given multiple time frames that have come and passed. Specifically, I am looking for my W2Gs from the 2022 year for both betmgm online casino and borgota online casino. In addition, I have continually requesting a list showing each bet/wager in the 2022 year showing date made, bet amount, type of game played and bet result. Normally I would have access to this information through their app or website but I self excluded and cannot access that information. Every other casino has provided this information the same day requested or within 48 hours. For whatever reason, these casinos are withholding this documentation from me that I am entitled to receive as a customer."

  Business response

  07/17/2024

  First, we would like to apologize to the patron regarding the delay in response. Our Relevant Team is working efficiently to provide the requested documents. 
  
  Due to the high volume these requests took longer than anticipated. We can now confirm that the requested documents have been sent via email on 07/17/24. Please check your email, including spam folders for an 'EGRESS' secured email. BetMGM cannot provide any tax advice. This report should not be interpreted as providing tax advice or be relied upon as tax advice. Please consult your tax advisor on any and all tax questions or matters.   
  
  If for any reason you find you have not received your documents, we ask that you reach out directly to our Support Team at *********************************************

  Customer response

  07/17/2024

  [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

  07/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I came across BetMGM's $3,000 100% match deposit bonus a month ago. After reading the terms I thought it was fair, and that this company seemed good. I maxed out my deposit- $3000 and had a balance of $6100 total. This balance was called "Bonus balance" and couldn't be withdrawn unless I wagered a total of $45,000. Money lost in the bonus balance was considered real money (apart of the deposit money) and not the match bonus money.8 hours into my bonus i was suspended from wagering. I received a pop up after spinning a slot saying "Error: Contact live support"I contacted them where I said "Just making sure everything is working, i do seem to be losing a lot and was told to contact" He banned me due to irresponsibly gambling? I didn't get how or why. 2 weeks later after my bonus expired I was finally allowed back. Throughout the 2 weeks I filed many complaints about my bonus expiring, and was told it would get an extension. I lost $1700 of the bonus which of course was considered apart of the real money deposit. I was left with. $1300 in my account after the expiration. I would have never used, nor deposited, nor allowed myself to lose this much money had I not had an active bonus running. I've made contact with BetMGM 5-6 times now after the ban, and I've been told I can get a new deposit bonus. Up to $3000, with 1x wager requirements (3000 instead of *****). I agreed and they told me I could deposit more money so i did. 1640 to be exact. I still have yet to receive any bonus, extension, or compensation. Weeks banned, 10+ lies told to me, (there's much more) and I just get told 5-7 business days, "the relevant team". I was also 40% through my original bonus which would've unlocked all of the money.To recap - I was falsely suspended which fully went the duration of my bonus time period - I insisted I was suspended and my bonus is expiring, and told I'd get an extension - I was told I could get a new deposit bonus, coerced into deposing more

  Business response

  07/16/2024

  
  We appreciate the patron reaching out to **. First, we would like to apologize for
  any inconvenience this may have caused. After reviewing BetMGM put the patron
  account on hold due to routine security checks as per BetMGM Policy. The patron
  provided the requested document the account was reopened. ********************** can confirm
  our customer care team has reissued the patron her deposit match bonuses. If
  anything else is needed BetMGM will be happy to help.

• Initial Complaint

  07/06/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The BetMGM nj as well as the Borgata nj apps have been down for at least three day and the Support emails are not being responded to. I have not spent millions but hundreds of dollars on both sites the least they can do is tell its patrons whats the issue.

  Business response

  07/10/2024

  We appreciate the patron reaching out to us.
  
  Our ************* Team emailed the patron on 07/07/2024 confirming that their gaming account was in good standing and there was no errors that would prevent them from being able to use the BetMGM/BorgataOnline app. Therefore, ************* advised basic troubleshooting steps to help aid the issue at hand. Upon review,our records show that the patron was able to successfully log into their BetMGM account and play on 07/09/2024, and their BorgataOnline account on 07/07/*******/09/2024.
  
  If anything else is needed, BetMGM will be happy to help.

• Initial Complaint

  07/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Borgata online has failed to return my calls or emails about my account. *** asked kindly for operations to contact me about my account and to report a consistent problem with one of their games online, I have played an enormous amount of money and they have failed to contact me about my account and complainants I have. I would never recommend their online casino that is owns by BETMGM. Your odds with winning are the worst. I would rather go to Hard Rock Bet, Promtions are way better and their customer service is fabulous.

  Business response

  07/10/2024

  We appreciate this player reaching out to us. We have not received any communications from this Patron since June 24th, 2024,and do not see any recent communications regarding game issues. If they can provide us with specific instances of what they are referring to, we will be happy to investigate.
  
  We would advise the Patron to email us directly at ********************************************************* or ***************************************************************** from their registered email address with Borgata New Jersey for further assistance. 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

  07/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I booked a package trip through an offer from MGM resorts. With the package it included round trip airfare, hotel, and 60 in free play. Upon returning home the aircraft experienced what the pilot stated as a "pop" with possible aircraft pressure. I immediately felt the aircraft pick up speed and upon looking out the window seen nothing but the ocean. Upon a hard landing out the window were emergency vehicles. We all had to exit the aircraft. Then sitting in the airport, not informed of what was happening I observed the front window to the aircraft open where it appeared no window. Then our luggage was removed from the aircraft. To contact Borgata hotel and speak with the front desk supervisor...he told me "it was not his problem regarding the aircraft and I had to speak with the airline" After hours at the airport, we were separated and placed on two different planes. Most of the people that had to return to the same aircraft that had the emergency landing were very upset that we had to take the same exact plane where most of us were still shakin up. After returning to my home state to discover that my luggage was lost. At the ******* (major airport) airport there was no counter to talk with anyone regarding my luggage. To try to contact the Suncountry airline they were not open after 5:00pm. The following morning I contacted them and filled a complaint about my luggage. Since the complaint I have emailed them twice and no response. I have no idea where my luggage is.

  Business response

  07/02/2024

  We thank the patron for reaching out to us. 

  We are very sorry to hear about the experience that the patron had on their flight and their missing luggage. Unfortunately, this BBB portal is for the BetMGM Online Portal and we do not have access to information regarding flights, packages purchased, or property handling. 

  The patron would need to contact the airline directly as well as the Borgata their trip was planned for. 

  Customer response

  07/02/2024

  
  Complaint: 21925948
  
  I am rejecting this response because:
  
  I did contact the hotel Borgata on the day of the incident. Like I stated prior their response was this does not concern me. I also called and spoke again with the hotel and another supervisor. I spoke with ****** whom told me he would try to track down my luggage. I think this response is unprofessional for such a large company. Adding brogata is owned by MGM. Sadly it always from the email customer service and customers returning to their properties are not a priority 
  
  Regards,
  
  ***************************

  Business response

  07/05/2024

  We thank the patron for reaching out to us. 
  We are very sorry to hear about the experience that the patron had on their flight and their missing luggage. Unfortunately, this BBB portal is for the BetMGM Online Portal and we do not have access to information regarding flights, packages purchased, or property handling. 
  The patron would need to contact the airline directly as well as the Borgata their trip was planned for. 

  Customer response

  07/05/2024

  [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,
  
  ***************************

*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. ↩