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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

  • 1,474 total complaints in the last 3 years.
  • 321 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:11/06/2023

    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.
    I've been using the BetMGM Sports App for a while and have made deposits using various methods. Recently, my debit card was stolen and subsequently reissued, resulting in a change in my card number. I kept my funds in the app until I was ready to make a withdrawal. However, when I attempted to withdraw, I was informed that BetMGM operates on a closed-loop system, requiring funds to be withdrawn to the original deposit account. Unfortunately, this is not feasible for me due to the change in my account number, and my financial institution will reject the deposit. I've contacted BetMGM through Instagram chat, phone calls, emails, and the chat feature on more than 20 occasions, but I have received evasive responses and asked to wait ***** hours. However, they end up replying sooner but with responses that have nothing to do with my issue. The absurd company has also requested that I provide a copy of my Apple Pay card, which I cannot do as it is stored on my phone. I've already submitted a copy of my bank statement and a summary of my ***** Fargo debit card to prove that the card they are attempting to verify belongs to me. However, they have repeatedly rejected these documents and asked for an alternative one. I'm at a loss as to what other document I can provide; I've already sent them my card, ID, bank statements, and every possible piece of information. They are withholding my funds. Furthermore, yesterday, BetMGM placed a hold on my account and requested documentation of other accounts that are not linked to my app. They have refused to return my funds, even though they owe me $6847.91.

    Business Response

    Date: 11/14/2023

    We appreciate the patron reaching out to us and for providing all requested documents.

    Our Operations Team emailed the patron on 11/07/2023 that they had removed the specified card from the patrons gaming account. Since then, our system shows that the patron was able to successfully withdraw their funds.

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

  • Initial Complaint

    Date:11/06/2023

    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.
    BetMGM froze my account and I have a few hundred dollars in it for no reason! I sent them emails, calls and chats and customer service is terrible. Its been 5 weeks and my account is frozen with no resolution. I sent them everything they asked. Its aggravating and frustrating.

    Business Response

    Date: 11/14/2023

    We appreciate the patron reaching out to us. 

    The patron's account was placed on a temporary hold due to a security check and documents were requested as per BetMGM Policy. The patron has since provided the necessary documents.

    Unfortunately,the patrons case is still under security review. Please be advised our operations team is reviewing the patrons case  and is working efficiently to provide a quick resolution.  

    We hope to be in contact with them via email or chat to resolve this issue as soon as there is an update.

  • Initial Complaint

    Date:11/05/2023

    Type:Product Issues
    Status:
    Resolved
    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.
    [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,

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

    Business Response

    Date: 11/14/2023

    We appreciate the patron reaching out to us and for providing all requested documents.

    Our Operations Team emailed the patron on 11/08/2023 that they had reactivated the patrons account and that they could request a cashout anytime to their preferred method. Since then, the patron was able to successfully withdraw their winnings.

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

  • Initial Complaint

    Date:11/05/2023

    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.
    Money is being moved through out my account which I havent used in months and when I tried to use it I was asked for my government id and pictures with the id held up to my face I sent them everything and they will not unlock my account and now my money is gone and they are saying I owe them which is impossible

    Business Response

    Date: 11/14/2023

    We appreciate the patron reaching out to us.

    Our Operations Team emailed the patron on 11/02/2023 and 11/05/2023 that new documentation must be submitted via the secure portal so that BetMGM will be able to re-activate their gaming account and/or return the balance in their account. The patron has since refused to provide the documents needed to complete the review of their account and requested to close it. Therefore, the patrons account was closed on 11/08/2023 per their request and they were informed.

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

  • Initial Complaint

    Date:11/05/2023

    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.
    Would like refund

    Business Response

    Date: 11/14/2023

    We appreciate the patron reaching out to us.  

    The patron was notified via email on 11.10.23 that documents are needed to review these claims. If the patron is unsure of what is still needed, we ask that they please email our Customer Support Agents at *****************************************************************.

    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.  

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

  • Initial Complaint

    Date:11/04/2023

    Type:Service or Repair Issues
    Status:
    Resolved
    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.
    [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,

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

    Business Response

    Date: 11/14/2023

    We appreciate the patron reaching out to us.

    Our Regulatory **************** emailed the patron on 11/14/2023 that they have attached the patrons betting history from March 2023 - July 2023. Furthermore, the Team has confirmed that there are no more alerts or restrictions that would prevent the patron from logging into their account.

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

  • Initial Complaint

    Date:11/04/2023

    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.


    Complaint: 20825318

    I am rejecting this response because the issue remains unresolved as of 11/14, adding to an already unreasonable amount of time for a simple security review.

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

    Business Response

    Date: 11/14/2023

    We appreciate the patron reaching out to us.  

    Please be advised  the patron's withdrawals were initially denied due to security measures.

    The patron's account was placed on a temporary hold due to a security check and documents were requested as per BetMGM Policy. The patron has since provided all necessary documents.

    Our operations team reached out to the patron via email on 11.14.23, via email regarding their account status.  

    Unfortunately, the patrons case is still under security review.

    We await more information from them to continue our review in hopes of resolving this soon.  

    Business Response

    Date: 11/22/2023

    We appreciate the patron reaching out to us.

    The patron's account was placed on a temporary hold due to a security check and documents were requested as per BetMGM Policy. The patron has since provided all documents and as of 11/14/23 their account was reopened.

    The operations team reached out to the patron via email to inform them they have manually cashed out the patrons remaining balance to the payment method of their choice on 11/15/23.

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

BetMGM is NOT a BBB Accredited Business.

To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

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