Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/11/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 04/19/2025

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

• Initial Complaint

  Date:04/06/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 04/16/2025

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

• Initial Complaint

  Date:04/04/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 04/12/2025

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

  Customer Answer

  Date: 04/13/2025

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

  Business Response

  Date: 04/24/2025

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

• Initial Complaint

  Date:03/30/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 04/07/2025

  We appreciate this player reaching out to us.

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

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

• Initial Complaint

  Date:03/27/2025

  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.

  This company blatantly steals from customers, posts fake odds, and has a hand in how their slots play out. The fact they post false advertisements and odds to cause people to choose one way more than another is theft.

  Business Response

  Date: 04/02/2025

  We appreciate the patron reaching out to us.
  
  The patron contacted BetMGM via live chat on 22 March 2025 with questions about why their friend was winning and they werent. They were requested to provide specific game information but left the chat before providing information.
  
  The patron contacted again on 09 March 2025 and made a vague threat towards the chat bot, but left the chat prior to connecting to an agent.
  
  The patron contacted again on 27 March 2025, asking for agent and supervisor identifying information as they intended to contact the BBB. The agent provided formal complaint information per ***, and the patron left the chat again. They have not contacted BetMGM since, and have not described what their specific complaint is.
  
  The patron is welcome to contact the BetMGM ************* Team via phone at ************ from 11:00 AM 08:00 PM EST, or by live chat or email at ************************************* 24 hours a day.
  
  If anything else is needed BetMGM will be happy to help. 

• Initial Complaint

  Date:03/22/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  So basically I made a complaint because my wife and I bank accounts were drained using her Apple Pay debit card on my BetMGM account initially we thought it was because someone stole one of her work phones also I dont understand how you guys approved payments from her debit card when Im not the account holder for the debit card I thought since Im the bet *** account holder money has to be deposited using my own cards fast forward to today Ive been asking for update its been about a month and no one has helped us now my daughter who is cognitively delayed and a minor told me she is the one who lost all our money in the bank because kids at school are always gambling on there parents app and their parents let them which is ridiculous and my daughter was able to because of her delays shes use a phone to communicate because of her speech delays we put her on the Face ID on our phones. Something need to happen to stop minors from gambling on these apps and our money should be returned because you guys are not even supposed to approve the payment being that it came from a debit card that wasnt even mine

  Business Response

  Date: 03/31/2025

  We would like to thank the patron for reaching out.
  
  Rest assured that we have personally reviewed their case with the utmost care and attention.First, we would like to sincerely apologize for the experience detailed and would like to thank the patron for the feedback provided this will be thoroughly reviewed. We understand that this situation may be quite distressing.
  
  Please be advised that we have been working with the operations team directly to provide the patron with a resolution.
  
  At this time,additional time is needed and would like to apologize for the delay. We understand that the patron has been dealing with this issue for over a month.
  
  BETMGM is currently dealing with higher volumes than normal.
  
  We will contact them directly as soon as an update is made via email. We hope this information proves helpful if anything else is needed I will be happy to help. 

  Customer Answer

  Date: 04/11/2025

  
  Complaint: 23103253
  
  I am rejecting this response because:
  
  
  Hi my issue hasnt been resolved. With betmgm

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

  Business Response

  Date: 04/14/2025

  We appreciate the patron reaching for reaching out to us and would like to thank them for their feedback.
  
  First,we would like to inform the patron that BETMGM does not allow financial sharing.The name on a player's account must match the player's true and legal name and identity, and the name on the player's account registration must match the name on the card(s) or other payment accounts used to deposit or receive monies into a BETMGM account.
  
  ********************** directly contacted the patron via email on March 24th, 2025 and April 4th, 2025  advising them of their account status and what is to occur with the funds.
  
  We would like to assure the patron that BETMGM does not allow minors to have gameplay on our site. This matter is taken seriously.
  
   As outlined in our terms and conditions
  
  "BetMGM excludes minors (persons under the age of 21) from gaming, and We will always ask for proof of age during the registration process. We also begin an automatic identification process immediately after registration, which can require a copy of a picture ID document upon deposit or withdrawal. We take Our responsibility for preventing minors from playing with Us seriously, and in order to offer the best possible protection of minors, We require the shared responsibility of parents. Use child protection software, such as the NetNanny program or the Cybersitter software from 27Labs, to block gaming sites from persons under 21.
  
  If they would like further information on BetMGMs account policies, we ask they please review the link provided.
  
  ***********************************************************************************
  
  If anything else is needed, BetMGM will be happy to help.

• Initial Complaint

  Date:03/21/2025

  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.

  My account was blocked and closed for no reason at all. All I got was an email saying as a business decision my account was closed. I reached out to BetMGM to figure out what the reason was. All they said was my account has been closed as a business decision, and would not give me a reason. There was no reason to close my account. Seems like BetMGM just likes to take people’s money and once they’re done they close your account. I’ve added a screenshot of the conversation I had with them.

  Business Response

  Date: 03/30/2025

  We appreciate the patron reaching out to us.
  
  BetMGM directly contacted the patron via email on 3.14.25 advising to their account status and what is to occur with the funds. If they would like further information on BetMGM's account policies, we ask they please review the link provided in section 6.5: **************************************************************
  
  "We reserve the right to suspend or terminate Your use of certain areas 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."    
  
  If anything else is needed, BetMGM will be happy to help.

• Initial Complaint

  Date:03/14/2025

  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 have been using this site for a few months and had recently deposited money into it and was instantly locked out. I had sent all the needed information about 15 times , made phone calls. Was disrespected by the live chat and still can not get into my account to at least withdraw my money.

  Business Response

  Date: 03/20/2025

  We appreciate the patron reaching out to us.
  
  Unfortunately, the patrons case is still under security review. BetMGM awaits more information from the relevant team to continue our review in hopes to resolve this issue soon.
  
  We apologize for any inconvenience the patron has experienced and hope to be in contact with them via email or chat to resolve this issue soon. 

• Initial Complaint

  Date: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.