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:04/28/2025

  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.

  So 2 months ago I was looking at my bank statements and I seen that my card hard been used on betMGM for betting for over 1200 dollars . First I contacted my bank to help resolve the issue and nothing could be done about it because the merchant was declining the disputes. I then contacted BET *** and told them that someone was using my card to bet that I didnt authorize. They have did nothing to help me they want me to write a liability statement to lie and say I approved those transactions and I didnt approve them at all. They giving me the run around when I have full proof that the money was took off my card by BET *** I simply just want my money back

  Business Response

  Date: 05/07/2025

  We appreciate the patron reaching out to us.
  
  Unfortunately, BetMGM has not received enough information from the patron to conduct a full investigation into the acclaimed charges.
  
  We must kindly advise the patron contact us via live chat, or email us at ************************************* to provide us with the full card or account numbers of the payment methods used to make these charges. 
  
  Additionally, a PDF formatted bank statement showing all unauthorized charges would greatly assist our investigation into these charges.
  
  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:04/27/2025

  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.

  Bet slip didn’t payout and parlay won

  Business Response

  Date: 05/03/2025

  We thank the patron for reaching out regarding these concerns with their payouts on their recent sports wagers. 

  As the patorn has not provided a specific bet ID in which their payout issue occurred, we have reviewed all events wagered on 4/26/2025.

  The sports bets *********** *********** and ********** from 4/26/2025 were all properly settled as a loss. 

  The
  patron placed a sports bet ********** on 26-APR-2025 at 13:54:28 wagering $25
  on Barcelona vs Real Madrid picking FC Barcelona to win. This bet was correctly
  settled as a loss as the final score at 90 minutes of play had been 2-2. 

  The
  patron placed a sports bet ********** on 26-APR-2025 at 15:14:02 wagering $10
  on Barcelona vs Real Madrid picking Real Madrid to win. This bet was correctly
  settled as a loss as the final score at 90 minutes of play had been 2-2. 

  The
  patron placed sports bet ********** on 26-APR-2025 at 20:22:31
  for the Houston Rockets @ Golden State Warriors selecting Jalen Green to score
  15+ points. As Jalen Green had scored only 9 points, this wager was correctly
  settled as a loss. 

  As outlined in BETMGM's terms and conditions within Soccer Rules under Minimum Length of Play "For wagering purposes, unless otherwise stipulated in individual Soccer sports wager rules, results are official after 90 minutes of play plus injury time"

  It is also noted within the section of Soccer Wager Rules "Wager is on the outcome of a soccer match, determined on the basis of the score at the end of 90 minutes of play PLUS any time the referee adds to compensate for injuries and other stoppages. 90-Minute wagers do not include periods of extra time or penalty shootouts."

  If they would like further information on BetMGMs account policies, we ask they please review the link provided.
  
  ****************************************************************************************************************************************************.

  We hope this information has provided clarification to these concerns and will be happy to help further. 

• Initial Complaint

  Date:04/26/2025

  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 was given a “Mission” which is basically a promotion issued by the company (BetMGM). I was given the mission on both 4/21 and 4/26. I completed it both times and was not given my reward either time. The mission stated as follows: Step 1- You must deposit $10+. Step 2- You must bet $10+ on a straight single bet. Step 3- You must bet $1+ on a 2-leg parlay of at least -200 odds. If you complete all the steps, you then receive “2,000 points” which is equivalent to a $25 bonus bet. I completed all the steps on 4/21 and didn’t receive the reward, so I contacted customer service. They said they had no knowledge of the promotion and I couldn’t proof it because they took it off my account in the app. So, I said fine, there’s nothing I can do about it. Well, today on 4/26 it happened again on the same promotion, but this time I had the proof screenshotted just in case. When I presented it to their team they said sorry but there’s nothing that can be done. I took pictures directly from my account in the app and sent them with the transactions labeled what they were for even though they should know. Especially when they know what they’re looking for. I was scammed out of 2 separate $25 bonus bets and want compensation. Not only did I lose out on the bonuses, but I bet other money with the mindset that I had the bonuses to fall back on. All the dates and necessary information is on the transaction. You will see that the transactions match the bet slips and all requirements were met.

  Business Response

  Date: 05/04/2025

   We appreciate the patron reaching out to us.
  
  On 04 April 2025 the patron opted-in to a BetMGM Sports Mission
  promotion, starting the 14-day promotional period, which ended on 25 April
  2025.
  
  The patron placed one qualifying wager and several wagers that did not qualify
  due to the use of Bonus Bets/Bet Insurance Tokens, which make them ineligible
  to count towards the wagering requirements of the promotion per the Terms and
  Conditions.
  
  On 26 April 2025 the patron contacted BetMGM Customer Care about missing
  rewards from the promotion, and provided screenshots for wagers placed on 26
  April 2025, which was outside the promotional period. BetMGM Customer Care Agents
  confirmed with the Operations Team that the patron had not met the wagering
  requirements, and the patron was notified of this via their registered email on
  the same day, 26 April 2025.
  
  The patron has not contacted BetMGM since.
  
  As the patron completed the first two Challenges in the promotion, BetMGM has issued 1000 BetMGM Reward Points to the patron's account as a one-time courtesy as of 03 May 2025. 
  
  If anything else is needed BetMGM will be happy to help. 

  Customer Answer

  Date: 05/06/2025

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

• Initial Complaint

  Date:04/24/2025

  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 22, my card details were used on the BetMgm website fraudulently. It was successfully used once but then another two attempts were made but my bank had already alerted me to the fraudulent activity and blocked the card. I contacted the company to alert them to this because I dont think it is ethical for any business to allow the usage of a card by someone who is not the owner, my card does have 2 step auth set so I am confused how this was possible as I still have the physical card and my details are not saved on any online platform. (I am not registered on their site) I asked if they were able to trace the account who had used my card or at least block that persons profile but they have not provided any response to the issue. Theft is a serious offence and I would like the business to block the individuals account and ensure that they have stricter security measures to authenticate the origin of the funds being loaded to their site so that this doesnt happen to others.

  Business Response

  Date: 05/01/2025

  We appreciate the patron reaching out to us.
  
  After further review, BetMGM was able to confirm that the patron does not have a registered account on our platform. 
  
  Our relevant team has advised that the patron must file a dispute with their banking provider, if they have not done so already. Once our team receives the dispute, our team will be able to review accordingly. 
  
  Additionally, kindly note that for privacy reasons, we are unable to provide specific details about other patron's accounts, regardless of the circumstance. 
  
  If anything else is needed BetMGM will be happy to help.

• Initial Complaint

  Date:04/22/2025

  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 I won big with bet mgm and didn’t know from the big win I started experiencing dopamine issues with then win without having accountability as I started to loose I have several messages how I decided to tell host I was chasing the 800k back because as I tried to get most out most keep getting blocked for withdraw then during that process bet mgm biasly took my cash outs away so I couldn’t back out of big looses to recover some of the money back I went on a rant with host to explain to him how I was chasing due to the bias actions I asked my account to be rested and they did nothing but tell me I was kicked out vip taking away all my amenities which sent me through another deppresssion because I felt like I worked hard for those little free things offered I was upset and didn’t check the platform for a few days until I got a new host and a 8k bonus I used the bonus bet n lost and my host was telling me how my limits can be higher to bet smarter I then noticed my limits was raised higher and since I looked him as a friend I would tell him hey when I cross this threshold please break me since my account won’t rested I don’t want to hinder my future developing a problem I lost and next day told him how I was chasing because I didn’t have a job and all he said was I’m concerned but still these things happened after I asked to be rested and they didn’t have any means to genuinely help me that week I lost 800,000 woth them plus from Jan first to Jan 12 as I texted my host everyday about a heart attack pain nerves bothering me and upsets from chasing and now I barely have nothing I feel like the company violated they responsible gaming n consumer care they have also since January said they would give me a call and now we approaching March after they lied bout calling in two to ten business days several times with all the violations and the intent to to take matter like this serious they also neglected that

  Business Response

  Date: 04/28/2025

  We appreciate the patron for reaching out to us.  
  
  We would like to apologize to the patron for the experience detailed and thank them for providing feedback about their communication with the Customer Care team. This has been thoroughly review.
  
  Please be advised that at BETMGM we are committed to identifying risks as early as possible and intervening to prevent these problems before they emerge. We have in place a Responsible Gaming program which includes controls to help customers play within their limits and avoid a situation where gambling causes problems .
  
   BetMGM directly contacted the patron via email on January 21st 2025  advising them of their account status. 
  
  As outlined in BETMGM's terms and conditions under Operator-Imposed Exclusion section" BetMGM reserves the right to temporarily or permanently exclude patrons based on communications or activities that do not align with our responsible gaming principles".

  If they would like further information on BetMGMs account policies, we ask they please review the link provided.
  
  ************************************************************************************************

  We hope this information proves helpful. If anything else is needed we will be happy to help. 

  Customer Answer

  Date: 04/28/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I asked to be rested for gambling related issues from loosing and bias actions yall provided because I won and all you did was kick me out vip n put me back in according to you own responsible gaming you guys was suppose to honor my request because things obviously was going on if I would text my host in chasing that back n upset all day about bets I asked to be rested while I was up you guys waited the block me for a month then after I complained that you guys have hinerrrd my life you closed my account how is that taking measures if you waited to milk me I asked for a time out I should have been granted that would have diffused the crisis I’m in now I deserve it back 
  
  
  
  
  
  
  
  Regards,
  
  
  
  ******* ********

  Business Response

  Date: 05/07/2025

  We appreciate the patron for reaching out to us. 
  

  Please be informed that our Responsible Gaming team has been in contact with the patron, and the patron may respond to the emails sent to them.
  
  If further assistance is needed, the patron can reach out to our Responsible Gaming team at ********************************
  
  We hope this information is helpful.

• Initial Complaint

  Date:04/21/2025

  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 W2 form of my winnings are incorrect. What BETMGM does is they report all of your withdrawals as your winnings, not the actual jackpot winning you won that is taxable and reportable to the state. Ive been asking for an amended tax form and they said 3-10 business days and I have called and emailed to follow up and still no amended W2. This should be illegal.

  Business Response

  Date: 04/30/2025

  We appreciate the patron reaching out to us.  
  
  We can confirm that the requested documents were sent via email on April 22nd and April 26th, 2025. Please check your inbox, including the spam folders.
   
  BetMGM and its affiliates do not provide tax, legal or accounting advice. This material has been prepared for informational purposes only, and is not intended to provide, and should not be relied on for, tax, legal or accounting advice. You should consult your own tax, legal and accounting advisors. The *** recommends that you keep a diary of your gaming activities. We cannot answer specific questions regarding tax return preparation. Please contact a tax advisor or the *** at?***********
  
  

• Initial Complaint

  Date:04/20/2025

  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.

  My girlfriend made some disputes with her ***** account that totaled to be around $600 and the bank did their investigation and found in her favor so they gave us the money. Now Betmgm is saying we owe them $600 but they won't fully expand into why. They keep saying to get in touch with the bank and we have but they said we won the disputes. They also refuse to send the alleged owed amount to a debt collector so that tells me they are just trying to get the money back which isn't legal we won the case.

  Business Response

  Date: 04/28/2025

  We appreciate the patron reaching out to us. 
  
  BetMGM has no record of prior communication regarding this matter. Unfortunately, the patron is inquiring regarding a 3rd Party's account. ********************** will not share 3rd Party information with any patron.
  
  BetMGM requests that the 3rd Party reaches out to our ************* Team directly at ************************************************************************* or via chat/phone support.  
  
  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:04/18/2025

  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.

  I’m having a huge problem with my debit card being used without my authorization on your platform! I have contacted my bank but before I go ahead and dispute the charges I wanted to submit a complaint through here to see about you refunding my money because you’ll see my card was used on an account that is not in my name.

  Business Response

  Date: 04/27/2025

  We appreciate this player reaching out to us. 
  
  After careful review, the necessary information for our team to review this matter has not been provided by the player. 

  As of 04/27/2025, BetMGM has reached out to the player to obtain this information and complete a formal investigation.

  We apologize for the inconvenience this may have caused the player, but we look forward to working towards a resolution with them.
  
  If anything else is needed, BetMGM will be happy to help. 

• Initial Complaint

  Date:04/18/2025

  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.

  On April 11 I deposited 2 amounts of 20, totaling 40. I went out and my checking account was ***** . I reached out to betmgm who said my money would ve reversed. They reversed 20 out of the 100s they owe me. I screen shot the conversations that showed the error was on their end. And what I deposited. I reached out again on the weekend because they hadn't returned my money and let them know 8 was going back on my history as weds the 10 also shows more then what I authorized. Once I stated I had proof and they blocked my account so I can't verify anything. Which leads me to believe they know it's a lot more then the already large amount taken from me. I have proof of all Interactions. I want to be refunded all my stolen money. As they cleared out my account over 8 days ago I've not been able to pay my bills that were due to be paid the Friday after. I want in to verify almost other transactions as well . But they made sure I have no way of verifying. Right now my tally is at ******

  Business Response

  Date: 05/02/2025

  We appreciate the patron reaching out to us.

  First, we would like to apologize to the patron regarding the delay in response. Our Regulatory Team is working efficiently to provide a quick resolution. 
  
  An email with the subject line "Regarding Your Account" was sent to the patron on (05/02/25 at 12:49 PM) requesting further information. We kindly request for the patron to reply to the email at their earliest convenience in order for our team to further review the situation at hand.

  Unfortunately, the patron's case is still under review. We await more information from them to continue our review in hopes of resolving 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:04/14/2025

  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 deposited money into BetMGM under the premise that I would be able to withdraw my money as easy as I deposited it, however after collecting winnings on the site I have since tried to withdraw those winnings back to my account, however when I try to deposit them the process fails. When I reached out to BetMGM I was told that my bank was not depositing the money into my account and to speak with my bank, after speaking to my bank they made it very clear that there was no attempted deposit of money and that there is no block on deposit onto my account. The bank *** then told me that if theres any sort of issue it must be on BetMGMs side so I went back to to BetMGM who said once again that my bank was not accepting the withdrawal. This became suspicious to me because my bank told me that they would not block BetMGM from depositing money into my account. But to be sure I went back to *** to confirm what *** previously told me and they did confirm that they would not stop BetMGM from depositing money into my account. And now Im waiting to hear from BetMGM. The whole point of all of this is that I simply want the money that I am owed by BetMGM and it seems that they are doing everything in their power to keep me away from it.

  Business Response

  Date: 04/21/2025

  We appreciate the patron reaching out to ***
  
  Upon review, our Payments Team can confirm that the patron's **** card on file is not eligible for withdrawals, which caused the withdrawals to be returned to their gaming account.
  
  Our team recommended alternative methodsincluding Interac, which the patron successfully used to withdraw on 04/14/2025. However, it is understood that they still have had difficulty withdrawing again due to the **** still being linked to their account.
  
  To resolve this, our ************* Team had escalated a request to remove the **** card. Our Operations Team requires a copy of the card to complete this step. This information was provided to the patron via email by our Operations Team on 04/16/2025 and via chat by our ************* Team on 04/18/2025. Once removed, the patron will be able to use other withdrawal options without issue.
  
  To upload the requested document, the patron may click on Account Menu >> Account Settings >> Upload Documents.
  
  If anything else is needed, BetMGM will be happy to help.