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:05/29/2025

  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.

  Over the course of the last few years that I have been using BetMGM site for sports betting, I have brought it to their attention of at least a dozen or more issues with their website, i.e.: errors while placing bets causing me to make a double bet which I cannot cancel, their website shows contests haven't started even though the game is almost over, their "Cash out" system is NIL because of this as well. You have no chance to try and cash out anything because the contests show thy haven't started. I think BetMGM is getting away with these things and ROBBING their customers. I would like an investigation behind BetMGM and their policies and I'm sure with a little digging you can find they have screwed people out of MILLIONS because of their issues.

  Business Response

  Date: 06/08/2025

  Thank you to the patron for reaching out to us.
  After reviewing,there were no known technical issues on the BetMGM site that would have affected the placement or status of viewing any ******. We apologize for any inconvenience the patron may have experienced while attempting to view open bets.
  
  We recommend trying basic troubleshooting steps to resolve any display issues.
  The screenshots provided have been escalated to the appropriate team for further review. Please allow 35 business days for an update, which will be sent via email.
  
  As a reminder, if a bet is placed in error, patrons have up to ************************************************************ accordance with our Terms and Conditions.
  For more information, please visit:
  Can I cancel a bet that Ive already placed? Terms & Conditions
  
  If further assistance is needed, the BetMGM team is happy to help.

• Initial Complaint

  Date:05/28/2025

  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 didnt even do a ************ suspended my account with 90 dollars in it saying they cant give me a reason why it was terminated

  Business Response

  Date: 06/06/2025

  We appreciate the patron reaching out to us.
  

  BetMGM directly contacted the patron via email on 05/26/2025 advising to their gaming account status. If they would like further information on BetMGM's account policies, we ask they please review the link provided to see our right to restrict and close accounts from Sections 5, 13, and 14 of our General Terms of Services - *******************************************************************************.
  

  Regarding the funds in the patron's account, ********************** has already escalated this request to the relevant team for further handling and assistance. Unfortunately, this is still under review. BetMGM awaits more information from them in hopes to resolve this issue soon. 
  
  If anything else is needed in the meantime, BetMGM will be happy to help.

  Customer Answer

  Date: 06/06/2025

  
  Complaint: 23387840
  
  I am rejecting this response because: that was my money that i deposited its not a option if you give me my money back or not like what type of sports betting site is this 
  
  
  
  Regards,
  
  ***** ******

  Business Response

  Date: 06/13/2025

  BetMGM understands the patron's concern and appreciates their inconvenience regarding the current status of their funds. Please know that these matters involving patron balances are taken very seriously.
  
  At this time, in compliance with Regulatory and Company Policy, the patrons remaining balance is still being reviewed. BetMGM understands how important timely access to funds is and wants to assure that our Operations Team is working to resolve this matter as quickly as possible.
  
  For more details regarding the review process and related policies, BetMGM encourages the patron to refer to Sections 4.6, 4.9, 4.11, 14.2, and 20 of our Terms and Conditions, available here: *******************************************************************************.
  
  Once an update is available, the patron will be notified directly via email.

• Initial Complaint

  Date:05/26/2025

  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.

  5-26-2025 bet *** claims to have fair play on there ***** **** tables but i know for a fact for that to be false. i had 20 over a dozen times with the dealer showing a 6 and the dealer would hit 21 somehow magically. Its mathamatecally impossible for that to happen. There table games are a scam and people need to know. This company needs to be investageted to the fullest extent.

  Business Response

  Date: 06/04/2025

  First, we would like to apologize to the patron regarding the delay in response.
  
  Our team is finalizing the report for this case regarding the patron's blackjack gameplay on 25.May.25, and will have an update for the patron by end of day on 07 June 2025. 
  
  In the interim, BetMGM requests that the patron contact the customer care team at ************************************* and supply the Game Sequence ID for the round in question, as their initial contact contained limited information. In order to review this information, the patron may click Account Menu >> Transaction History >> My Transactions in the BetMGM app or on our Website. 
  
  We thank the patron for their patience while we work to resolve this matter. 

• Initial Complaint

  Date:05/24/2025

  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 money in a gambling account. I wish to close my account, they refuse to send My money back to me.

  Business Response

  Date: 06/11/2025

  We appreciate the patron reaching out to us.
  
  First, we would like to sincerely apologize to the patron regarding the delay in response. 

  After further review of the matter at hand, BetMGM was able to request a manual withdrawal for the patron's remaining account balance on 5/29/25 at 4:09PM EST to the patron's **************** (online banking) account on file.  Our relevant team informed the patron of this via an email with the subject line "Regarding on your account" sent on 5/29/25 at 4:17PM EST. 

  Please kindly note that per section 4.7 of our Terms of Service, BetMGM reserves the right to send withdrawals to the same method of payment in which deposits were made. 
  
  We would also like to confirm that the patron's account is currently closed per their request. Should the patron wish to reopen their account, they may contact our ************* team for further assistance. 
  
  If anything further is needed BetMGM will be happy to help.  

• Initial Complaint

  Date:05/18/2025

  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.

  In January 2024 I reached out to Betmgm regarding fraud on my account. I sent in screenshots of messages on my account saying my password was changed, I couldnt log in because I was logged in on a different device, my account was altered and I was blocked from seeing and using parts of my account. ********************** came back and told me that an investigation was complete and no fraud was found on my account. Knowing there was fraud on my account, I asked if URLs or VPNs were verified, to which no response. I then called customer service and asked for a copy of the investigation report, (once again, because I know I didnt make $1000 bets) I was told that in order to receive anything I would have to sign a liability statement stating I accept all charges and that I wont dispute any of the transactions. I told the lady that I wasnt signing anything because I know most of the charges are not mine. **************** then told me I had to put an ID on file, I told them I wont be using their site anymore, and I havent. They NEVER asked for my ID during registration, and they NEVER asked for my ID to withdrawal any money. They have NEVER obtained a copy of my ID. Ive been in contact with my bank. Because I did use BETMGM their is no telling which transactions are actually mine and I did not want to dispute them all and get in trouble. Since my account was drained over a 30 day period, I could not afford to obtain legal help. I recently got some information from a friend who advised me to request all my transactions from 2023 and 2024, which I did, unfortunately BETMGM has failed to provide them. I have contacted them 3 times already and was told I would have them within ***** hours on 2 occasions, and then when I told them I was filling a report they just told me to be patient. I now have means to obtain a lawyer, and once all the steps are followed I plan to do so.

  Business Response

  Date: 05/28/2025

  First,we would like to apologize to the patron regarding the delay in response. Our Supervisor Team is working efficiently to provide the documents requested by the patron as quickly as possible. This is taking more time than expected, and will be provided as soon as possible.
  
  The patron is welcome to contact our ************* Team for updates while ********************** works to provide the requested documentation. They may do so by email at ************************************** via live chat on our App or Website, or by phone at ************, between the hours of 11:00 AM and 08:00 PM in their home state.

  Customer Answer

  Date: 05/30/2025

  
  Complaint: 23347020
  
  I am rejecting this response because: I have reach out to betmgm again, and received no response. This originally started by me suspecting fraud on my account. They claimed they did an investigation, so I wanted documentation of their findings other than an email saying there was no fraud. When I requested an investigation report I was told I would get one when I put in writing that I accept ownership of charges and will no longer dispute them. I told them I would not do that, and I was hung up on. It should not take almost a month to receive a transaction report. I have to investigate on my end and they are preventing me from doing this. Betmgm has repeatedly told me to be patient, this has gone on for almost 2 years. How long am I suppose to be patient for. It seems to me they know what happened and dont want to refund these charges that total well over $100,000. 

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

  Business Response

  Date: 05/31/2025

  We would like to thank the patron for their response, and provide information to clear-up any confusion.
  
  The patrons request about their account access and their request for previous years information are two separate requests handled by two separate teams.
  
  The patron has repeatedly been asked by BetMGMs Operations Team to provide a statement and has declined to do so since 27 February 2025, which is why their account has not been reopened. Once the patron provides the requested statement, and it is reviewed and accepted by BetMGMs Operations Team, they may re-open the patrons account if approved.
  
  The patrons request for documents has been escalated to the Supervisor Team,and multiple follow-up requests have been submitted as of 31 May 2025.
  
  The patrons assertion that they have reached out to BetMGM again is not reflected in their contact history. The last contact from the patron's registered email account in BetMGMs system was an email received by BetMGM on 15 May 2025 at 4:28 PM EST.
  
  If the patron would like to remain updated directly, they may contact BetMGM at ******************************************* and reference this BBB case number, #********.

• Initial Complaint

  Date:05/09/2025

  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.

  On April 26th, 2025 I deposited $500 after depositing $1000 into an online account with **********************. I wanted to take advantage of their "Get $1,500 in bonus bets off if your bet loses". Which basically means you get tokens back if your bet loses, of which can be used to bet, if they lose, you get nothing, if they win, any money from those token wins you can keep but you can't ever withdraw the token money. I deposited the exact $1,500 and made a bet on ********* to Win, Over 213 Points Total, and *. ********* to hit 2 three-pointers. After making the bet around 10 AM, I checked back at 11:16 to 11:20 AM and noticed that I didn't see the Bonus Bet Token on my bet. I reached out to Live Chat right away to ask them if they would apply the Promotional Bonus Bet Token and they advised me they would not. I spoke to ******* in Live Chat. They advised that they don't allow bets to be changed. I explained, I'm not changing the bet in anyway, picks aren't changed, odds, and payouts aren't changing, I just wanted the Promotional Token used as they advertised and offered all over internet and TV. They would not add the token and they would not cancel the bet either.I told them this was not legitimate since I clearly specifically deposited the maximum amount for the Bonus Bet Promotion. Also, the event hadn't even started. The event started at 12 PM or Noon, and so I'm contacting them ahead of time. I then called their customer service at 11:30 and ***** from their team said the same thing. They would not add the Promo Token or Cancel the Bet even though the game had not even started yet. I asked calmly to speak with a manager and was subsequently kept on hold for 29 Minutes until they finally transferred the call to a supervisor. The call went straight to the supervisors voice mail, their voice mail was full. I did a stop payment on the deposits, and want my bonus bet tokens before I release the funds. The whole game they never offered a cash out, lost by 1 shot.

  Business Response

  Date: 05/17/2025

  We appreciate the patron for reaching out to us.
  
  The patron was informed via chat and email on April 26th, 2025, about the outcome of your First Bet Offer token.
  
  As stated in our General Terms and Conditions:  Help - Sports - Can I cancel a bet that Ive already placed?
  Bets cannot be changed or canceled once confirmed, unless an error is reported within 15 minutes. If an event is canceled before starting, straight bets are refunded, and parlays are adjusted. Early "Cash Out" may be available but is not guaranteed and can be rejected if the bet is frozen, closed, or odds have changed.
  
  Unfortunately, the patrons request came after this 15-minute window.
  
  While bets cannot be cancelled after 15 minutes of placement, BetMGM Sports may offer the option of an early Cash Out for straight and parlay bets. However, this option is not guaranteed and may be unavailable if the bet has been frozen, closed, or if the odds have changed.
  
  The player was advised they are able to use the First Bet Offer Token on a Future Bet. 
  
  To use the token:
  Deposit at least $10
  Place a bet up to $1,500 with the token activated
  If your bet loses, youll receive bonus bets up to $1,500
  The token expires 7 days after issuance
  
  More details here: First Bet Offer
  
  If anything, else is needed, BetMGM will be happy to help.

  Customer Answer

  Date: 05/17/2025

  
  Complaint: 23309744
  
  I am rejecting this response because:
  
  I called before the event started.  I did not initially ask for my bet to be cancelled.  I simply wanted to ensure that the First Bet Token offered was applied.  I also cannot say that I didn't apply it, and that they didn't remove it after I placed my bet.  

  I was within 1 shot of that bet clearing there should have been a cash out option from the 2nd period on, when the player who needed 2 3 pointers, had hit his first.  Throughout entire bets from the beginning to about 3 minutes left in a game other companies such as Draft ***** offer you a cashout, unless there literally is no chance of your bet winning.  Example, I make a bet for $500 right now at Draft Kings there is an immediate standing offer of $450 Cashout.  The reason is most likely for betting errors, like a bet made by mistake, or an option not being one the player wanted, or who knows...buyers remorse realizing, maybe they shouldn't have bet at all.  As the game goes on the Cashout option changes based upon the probability of the players bets against the odds of them actually occurring.  Since my bet literally was 1 shot away from winning for 2 ENTIRE periods there should have been a cashout option of some amount to make me "go away" and not have to pay me the full $8,300 purse if I would have won.

  This entire thing is bait and switch predatory tactics.  You advertise a promotion for new *******, to welcome them into the game of sports betting, where people should bet responsibly and only what they can afford to lose; yet you do so with an offer that you hope many people misinterpret or take advantage of for someone not clicking a box saying "add token".  Also the Wager box for betmgm bets is on the top of the sub window it appears in, not the bottom like draft kings, where you can see what tokens are available to you WHEN you enter in the money amount of your bet.

  It's predatory, its poor customer service, and I will release my funds if I get my $1,500 in bonus bet tokens, otherwise the funds will remain frozen.  I've offered a compromise to the problem here, they offer none aside from admitting poor customer service.

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

  Business Response

  Date: 05/29/2025

  We appreciate the patron for reaching out.
  
  As confirmed via chat and email on April 26, 2025, the First Bet Offer token was not applied, and the bet could not be canceled as the request came after the 15-minute window outlined in our Terms (Help - Sports - Can I cancel a bet that Ive already placed?).
  
  Per BetMGMs Terms & Conditions, bets cannot be changed or canceled after 15 minutes, even if the event hasnt started. This policy is in place to ensure fairness and consistency. The First Bet Offer Token remains available and can be used on a future eligible wager.
  
  While early Cash Out may be available for some bets, it is not guaranteed. As noted in our Terms (Help - General Information - Terms of Service): ************************************************************************************
  -Cash Out may not be available for all events or bet types, even if offered before.
  -We are not liable if Cash Out is unavailable due to technical or other reasons. Bets should not be placed with the expectation that this feature will be offered.
  
  We also shared our Real Fairness policy to reinforce our commitment to maintaining a safe and transparent gaming environment.: ************************************************************************************
  
  If anything, else is needed, BetMGM will be happy to help.

• Initial Complaint

  Date:05/05/2025

  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 received notice that my account has been suspended. No reason was given. Ive made several attempts to reach them and they tell me that they will follow up and get back to me, but I never hear anything from them. I would like to cancel my account And have the money that is in my account mailed to me. It seems that this has happened to other people as well. I enjoyed bets with the account for a good while and then suddenly it was suspended for no reason. Hopefully you can help me.

  Business Response

  Date: 05/15/2025

  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.   
   
  We would like to apologize to the patron regarding the delay in response and for any inconvenience the patron has experienced. We hope to be in contact with them via email or chat to resolve this issue as soon as there is an update.

  Customer Answer

  Date: 05/15/2025

  
  Complaint: 23290404
  
  I am rejecting this response because: They continually say my account has been suspended with no contact other than they say they are working on it. This appears to be an automatic program response. All I am requesting is for them to send me my winnings and close the account. It seems they have no problem collecting losses but have a problem  paying winnings.
  
  
  
  Regards,
  
  **** ****

  Business Response

  Date: 05/26/2025

  We appreciate the patron reaching out to us. 
  
  BetMGM has contacted the patron directly via email on 5.15.25 advising them of their account status. We ask that the patron reach out to our ************* Team at ************************************************************************* or via chat/phone support for any additional information. 
  
  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:05/03/2025

  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.

  The BETMGM casino app is rigged

  Business Response

  Date: 05/10/2025

  We appreciate the patron reaching out to us. 
  
  An email was sent to the patron on 05/10/25. We kindly request that they reply to the email at their earliest convenience 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

  Date:05/02/2025

  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 was using BetMGM and was having technical difficulties all day my account is at $200 from winnings and I have an open bet going so I tried logging in and it said my account is block because I self excluded myself which I dont even know how to do and dont have a problem this is a technical error they said they cant fix so when I finally start winning they ban me from logging into my account and steal 200 dollars and potentially more if my other bet I placed wins I want my money or my account and money back this is the most insane thing Ive ever experienced and Ive been gambling for years this is a scam I asked to speak to a supervisor they said they were not available and they cannot help me I want answers and want them penalized in whatever way possible for doing this completely ruined my entire weekend with derby and *** on tomorrow stealing my money.

  Business Response

  Date: 05/06/2025

  We appreciate this player reaching out to us. 
  
  After careful review, the player's account was initially closed for responsible gaming precautions on 05/02. However, after further review from the Responsible Gaming team, their account was reopened on 05/04. The player was notified via email when this occurred on 05/04. 
  
  These responsible gaming closures and reopenings are covered within BetMGM's Terms of Service, section 23 "SELF-EXCLUSION, TIME LIMITS AND TIME-OUTS". This section, along with the rest of our Terms of Service, can be found here: *******************************************************************************
  
  When their account was reopened, the player withdrew their winnings on 05/04. 
  
  If anything else is needed, BetMGM will be happy to help.

• Initial Complaint

  Date:04/30/2025

  Type:Service or Repair 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.

  I have been reaching out to Bet *** since 02/2025, about charges on bank accounts. My personal Bet *** account has a charge back balance of $52 on it since 2023. I did loose my phone back in February, I believe it was pick** up and someone got into it. I fil** a police report about the lost phone. The person who found my phone op ** up bank accounts in my name, appli** for loans everything. Considering all my log in and passwords are sav** in my settings for fave I.d and they had a field day with my money. Two accounts have been clos** due to me disputing all these charges and the disputes were deni** leaving out almost $1,500. In Feb when originally reach** out Bet *** clearly did nothing considering in the beginging of April another player of theres whos name I have from bank statement was making deposits yet again with my debit card. Ive been sending in solid proof now for 3 months and everyday they tell me they escalat** my case. I dont have the means for $1,500 to just be gone. I have a screen shot of an agent telling me Bef *** does not allow players to make deposits with payment methods not in their name. Well I have proof that this person was making deposits via trustly and signing into a bank account that was in my name and made multiple successful deposits. They are playing games with me and I am done

  Business Response

  Date: 05/08/2025

  We appreciate the patron reaching out to us.
  
  On 4/24/25, BetMGM emailed the patron directly regarding the disputed charges and owed balance amount.
  
  BetMGM directly contacted the patron via email on 5/05/25 advising to their account status. If they would like further information on BetMGMs account policies, we ask they please review the link provided. [Operator-Imposed Restrictions and Exclusion] ***********************************************************************************
  
  Regarding the unauthorized transactions, the relevant team will be in contact with the patron directly via email shortly with a resolution.
  
  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.

  Customer Answer

  Date: 05/08/2025

  [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 ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ****** *****