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Business Profile

Online Gaming

BetMGM

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Online Gaming.

Complaints

Customer Complaints Summary

  • 1,478 total complaints in the last 3 years.
  • 309 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:08/07/2022

    Type:Service or Repair Issues
    Status:
    Answered
    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 on the site 2 months lost **** then tried to withdraw my remaining money and they blocked my withdrawal so as long as your losing you are good but when you try to withdraw your money they stop it

    Business Response

    Date: 08/13/2022

    The patron was notified via email that we have noticed that the PayPal registered on their account has been registered under a different first name.

    Our terms and conditions require that the information on payment methods match the information on the account, otherwise restrictions may be placed on their account.

    Therefore, we have blocked the payment method from further use.

    The patron account is on a temporary hold, meaning they will not be able to deposit, wager or withdraw until our internal review is complete.
    The patron will still be able to login to upload the requested documentation.

    In order for the patron to continue with the review of their account, they must provide the following:

    Government Issued Photo ID
    - Photo of US Drivers License or State ID Card (front and back)

    Self-Certified ID
    - Photo of yourself holding your ID. (Selfie with ID).

    Customer Answer

    Date: 08/13/2022



    Complaint: 17684405


    I am rejecting this response because: I have been on mgm website for 2 months now betting daily and even made a ***** bet the day I joined, if this was a legitimate site they would have blocked my deposit the first day but they did not, and I lost thousands of dollars and my account was never flagged, so as long as your losing its fine, but as soon as you decide I want to stop losing they block you from withdrawing your own money, they say I need to provide an ID why not ask for this when the patron initially joins the site? They are just like other sites who let you lose and as soon as you win they look for a reason not to release your money, and these business practices should be looked into




    Regards,


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

    Business Response

    Date: 08/19/2022

    If all reasonable means to resolve the complaint with BetMGM have been exhausted, the patron can file a patron dispute/complaint with the ************ ******************** by contacting them at **************, *********************** or via the **** website at https://gamingcontrolboard.**.gov/?p=106

  • Initial Complaint

    Date:08/06/2022

    Type:Sales and Advertising Issues
    Status:
    Answered
    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.
    Online casino took money will not payout even after multiple attempts in verification.

    Business Response

    Date: 08/18/2022

    The patron was notified via email that we have received the documents and activated their account. We appreciate their patience and cooperation in this regard.

    The patron was advised that they must be physically located in the ********************* to access gameplay.

  • Initial Complaint

    Date:08/05/2022

    Type:Service or Repair Issues
    Status:
    Answered
    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 an online gambling account with bet MGM and out of nowhere one day they kicked me off i called numerous times to try and straighten it out or even just find out why they kicked me off and every single person i spoke to told me to refrain from opening new accounts on any of our platforms as this will result in account closure. They also told me they did not need to give an explanation as to why they closed my account this was about a year ago . And every day for a year i get emails from them about special offers and bonuses and free play that i have for an account that i no longer have access to for a reason that apparently no one seems to know. And i also have $48.97 left on my account that they will not allow me to withdrawal. I would like to have the business pay me for all the free play that i get emails about and the money that i have left on my account that they will not allow me to withdrawal.

    Business Response

    Date: 08/13/2022

    The patron was notified via email that due to a violation of our Terms and Conditions their account has been permanently closed.
     
    The patron can find our full Terms and Conditions located here:https://help.borgataonline.com/en/general-information/legal-matters/general-terms-and-conditions
     
    The patron was advised to please refrain from opening new accounts on any of our platforms as this will result in their closure.

    Customer Answer

    Date: 08/15/2022


    Complaint: 17676086

    I am rejecting this response because:
    I would like to know which term and condition i violated but i dont think i did violate which must be the reason Ive never been given a specific reason for my account closure. Also i cannot sign on obviously so i cant unsubscribe to all the emails that keep telling me i have free play and promotion offers which doesnt make sense if in fact my account was permanently closed. It is taunting and harassment at this point. So between BetMGM and ******* i would like all my funds sent to me on the deposits send to the bank or card on file. Also you dont have to worry about me opening a new account because why would i want to be a paying patron of a company that doesnt appreciate and give respect to their consumers. Thank you 



    Regards,

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

    Business Response

    Date: 08/18/2022

    If all reasonable means to resolve the complaint with BetMGM have been exhausted, the patron can file a patron dispute/complaint with the ************ ******************** by contacting them at **************, *********************** or via the **** website at https://gamingcontrolboard.**.gov/?p=106

  • Initial Complaint

    Date:08/03/2022

    Type:Customer Service Issues
    Status:
    Answered
    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 bank account was hacked and $400 was taken. Now I am left with nothing. I want my money back and have filed a complaint with the police.

    Business Response

    Date: 08/14/2022

    To further assist the patron with their fraud claim, we will need the first six, and the last four numbers of the credit card in question, and for the patron to upload a bank statement so BetMGM can further investigate. 

  • Initial Complaint

    Date:07/31/2022

    Type:Product Issues
    Status:
    Answered
    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 and went to withdraw my funds and immediately they locked my account. I havent sent in screenshots of my virtual cards, bank statements, my license, a selfie holding my license and nothing is good enough. They keep giving me the runaround then ignore me. I want my account unlocked immediately so I can withdraw my money. They are a straight scam and they discriminate against people.

    Business Response

    Date: 08/04/2022

    The patron was notified via email that their withdrawal is currently in process. It may take 2-3 working days to reflect on their account.

  • Initial Complaint

    Date:07/29/2022

    Type:Product Issues
    Status:
    Answered
    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.
    Funds totaling $2025.00 were taken from my account by this merchant. I did not authorize this withdrawal and am working with my bank to get it back.

    Business Response

    Date: 08/04/2022

    To further assist the patron with their fraud claim, the patron must provide the necessary information for BetMGM to investigate; the patron must provide the first six and the last four of the credit cards that were used, a bank statement showing their full name, the details of the card, and all transactions that were made on the card.

  • Initial Complaint

    Date:07/21/2022

    Type:Billing Issues
    Status:
    Answered
    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.
    Over the past month i was asked to summit numerous documents for verification of my identity, inwhich i have complied with every single request. Each time, my documents were accepted, then a few days later i was asked to summit them again. Which i complied. This was ongoing for weeks. I have been a good, loyal customer and deposited alot of money to play on this site. I just got an email stating that my account is now permanently closed without any reason as to why. I have $15 on my account that im not able to access now and I'm unable to get ahold of the "relevant department" to withdraw my money, which id appreciate it to be withdrawn to my card on file. Im extremely upset that my account was closed without explanation. How am i able to fix an issue if I'm not sure what the issue is? I have done everything and anything that was requested from me. I have abided by all their terms and conditions and have not done anything to go against any of them. Im at a loss as to why im being punished and my account closed without access to my funds in my account.

    Business Response

    Date: 07/21/2022

    The patron was notified via email that after further review, we have decided to permanently close her account.

    Unfortunately, we are unable to share any information regarding this business decision.

    We ask the patron to please refrain from opening new accounts on any of our platforms as this will result in account closure.

    Customer Answer

    Date: 07/22/2022



    Complaint: 17599154


    I am rejecting this response because: this does not resolve the issue of my funds in my account that im unable to withdraw. Also, it's my account, why am i unable to know why my account was closed? I complied with every single request asked and i did not go against any of the terms or conditions.




    Regards,


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

    Business Response

    Date: 07/22/2022

    If all reasonable means to resolve the complaint with BetMGM have been exhausted, the patron can file a patron dispute/complaint with the ************ ******************** by contacting them at **************, *********************** or via the **** website at https://gamingcontrolboard.**.gov/?p=106

  • Initial Complaint

    Date:07/19/2022

    Type:Product Issues
    Status:
    Answered
    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.
    Yesterday I deposited $300. With BetMGM casino. Ive been locked out and cant play or access my money. I dis receive a $300 bonus from them but won and my balance is$1600+

    Business Response

    Date: 07/21/2022

    The patron was notified via email that to get his account reactivated we do require another selfie of himself holding up his **. Please ensure that his full face is included in the photo, and that the details written on the ** are legible. The deposit you made for $300 was made 07/18. It will be able for the patron to use as soon as his account is reactivated.

  • Initial Complaint

    Date:07/18/2022

    Type:Billing Issues
    Status:
    Answered
    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.
    Patron Complaint to BetMGM Submitted at 07/07/22 *************************** ******************** Patron Complaints I am disputing multiple transactions due to fraudulent activity on my *************** card linked to BetMgm . I have filed a dispute with ***** bank on **** 27, 2022.Their fraud department advised me to get ahold of you (the merchant to see if we can get this resolved. There are over ****** dollars worth of bets or debits that were not authorized by **** have an attorney on stand by and am willing to take this to the highest level that I can. I have had contact with 3 different platforms for the gaming commissions for BetMGM . All say its up to ***** Bank. ***** Bank will not do a proper investigation. I was told by BetMGM that ***** never even contacted them. I was told by **** that ***** Bank has not contacted them either. I am devastated. I have called ***** Banks claim **** .everyday for weeks straight. Their back team or fraud department is unattainable unless they call you . I finally got ONE call . The guy told me it would take at least 45 days for an investigation and I would receive a temporary credit until they reached a decision. He even said he would expedite the credit for the next day . The very next morning I got a letter in my ***** app stating investigation over - no adjustments will be made.Let me add that ***** Bank let my account go ******** before they stopped these transactions with BetMGM. Thats how I originally found out . I checked my account on a Monday morning to see I was in the negative almost ******* . My complaint is to ***** Bank and MGM. This is obvious fraud to its finest. One transaction would have had to be made every 3 min for 24 hours straight. They say because I had an account with MGM open back in March that the fraudulent charges from late April to mid **** are valid . Also , there were debits and credits .No access to credits for me . Never seen a dime . HELP !!!!

    Business Response

    Date: 07/20/2022

    The patron was notified via email that we still need him to provide the documents for future reference and for the investigation of our relevant team.

    In order to complete the review on reactivating his account, please provide the following documents:

    1.A copy of both sides of your government issued ID - this can be a Driver's License, Passport or US Permanent Resident Card.

    2. A copy of your self-certified ID. This implies that you send us a photo of yourself holding the identity proof in your hand next to your face.

    3. A liability statement confirming that you accept the charges made at our site until now, you won't dispute any of the transactions, and will be responsible for any future deposits and for the safety of your account.

    Customer Answer

    Date: 07/20/2022


    Complaint: 17581831

    I am rejecting this response because:
    I am not looking to activate an account. I am looking for compensation on fraudulent activity and or unauthorized charges in the amount of ****** dollars .I have contacted 3 gaming board commissioners and am working with ********** (my bank) I did , however , provide BetMGM with the debit card info they requested. I am not providing any  other personal info when Im disputing charges and fraud . 
    I live in a modular home community and BetMGMs response was a majority of transactions were made around or near your residence per geolocation. What the h*** does that mean ? These houses are on top of each other . They also told me to keep working with your bank. So , Im not sure where the confusion is when it comes to my dispute? I do not EVER want an account with BetMGM . I have contacted our local news and have an attorney on stand by . The amount of transactions would of had me making one transaction every 3 min for 24 hours straight . Im a single parent and would NEVER ****** that amount of money. 
    To sum up this complaint - I do not want an account - I want my money back . What do I need to provide for that ? Do whats right MGM . 
    ****** Sarkozi 




    Regards,

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

    Business Response

    Date: 07/23/2022

    To the extent that the patron is not satisfied with Our response the patron may contact the ******** ******************** at:

    ******** ********************
    3062 ***********************************************************************************************************: *************

    Website: https://patroncomplaint.mgcb-apps-prod.***********/LandingPage

  • Initial Complaint

    Date:07/15/2022

    Type:Product Issues
    Status:
    Answered
    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 deleted a card off of Betmgm days ago, the card was stolen and had to be replaced so it was canceled by my bank. Today I uploaded my new card and deposit money on to Betmgm I played for a few hours then decided to withdraw my money. Betmgm would not let me put the money back on the card I just used, it kept giving me an error code and trying deposit it in the account that was deleted. I contacted customer service via Chat and explained my situation the person kept saying the money can only be withdrawn to the card I deleted... I explained again it is no longer active this why I used a new card and deleted the old card a few days ago. Once I told them I am contacting the BBB and corporate then the lady said she see I deleted the card days ago and now she need to delete it on their End. I told them that was unacceptable and I should legally be able to use the card i just used to give them my money and this bad buisness... No customer service or supervisor they will let you talk to so now my money is just being held until I make enough complaints and they decide to release my funds.

    Business Response

    Date: 07/16/2022

    The patron was notified via email that we have blocked CC**1552 for further use, as requested. The patron's withdrawal request for the amount of $350 has been processed on 07/15/22 to her **** card ending in #****, transaction # *****************

BetMGM is NOT a BBB Accredited Business.

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