We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
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.
  • 322 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:10/26/2022

    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.
    Over the past year I have spent a lot of money(thousands) gambling with betmgm online. I feel it's rigged, I never win and also never get comp rooms after spending so much money. when I know several people when they go on the app they get comp rooms and have spent less. Not Happy and will never play online ever again. I will also be complaining to the gambling Commission

    Business Response

    Date: 11/08/2022

    The patron was notified via email we are sorry to hear that they feel treated unfairly at our games. We can assure the patron that our games are indeed fair and random. Both the shuffling algorithm, as well as the random number generator, has been thoroughly designed to ensure a completely random and unpredictable shuffle.

    In addition to that, it is definitely our obligation to ensure that our software complies with the standards and rules set by our licensing body and the worldwide gaming industry.

    If the patron still feels concerned about a specific situation (hand number or game sequence ID), please forward us the details regarding this issue so that BetMGM can investigate the matter further.

  • Initial Complaint

    Date:10/24/2022

    Type:Order 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.
    this company is stealing from their customers. someone please look into them. they dont help their customers. they dont allow them to speak to supervisors. they treat all their customers badly and do not help them. they are also stealing from them as well. i had an issue thatt was a mess up on their end and they refuse to help. a ton of lawsuits are about to happen with them so I am hoping that someone can look into them please. they refuse to help their affected customers in any way. i am seeking my money spent on this be returned to me or it will lead to lawsuits. im tired of big companies doing everything they can to not fix their problems and their customers are suffering. to me their are stealing from their customers as well. not paying bonuses. false advertising as well because they preach fair play but then dont follow through when they mess up. nothing but lies. please i am begging you guys to look into this company.

    Business Response

    Date: 10/27/2022

    We understand how important this is to the patron. BetMGM absolutely wants to make sure we provide the patron with the best customer experience possible,therefore we would appreciate it if the patron can clarify their query. We see no attachment on this complaint. In this way, it would be easier for us to review and check their concern and BetMGM will be able to provide a better resolution.

  • Initial Complaint

    Date:10/24/2022

    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 had just downloaded BetMGM as an app on my phone. I won a total of over $1500. Shortly after, my account was locked and I received an email to upload my drivers license as verification. Every time I try to upload it I then get an error message that the doc cannot be uploaded. I have emailed them and gotten no response and they do not answer the customer service phone. In addition I have deposited my own funds and cannot obtain them back.This is a scam against the casino for them to keep their winnings and not allow me to verify myself due to their faulty website.

    Business Response

    Date: 10/26/2022

    The patron was informed via email that there are now no restrictions on their account. The patron should now be able to log in, play, and initiate transactions without any issues.

  • Initial Complaint

    Date:10/22/2022

    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 have a bet mgm account in the ***************** with them and for some reason when I provided all of my documents they closed my account for no apparent reason whatsoever. And now they are holding ****** of my money and they will not transfer it over to me even though I sent them the necessary documents that they needed and also I didnt have a tax form for 2021 because I didnt file last year so that option is out! I need to get this money back from them and it isnt fair for holding my money from me I made lot of deposits and they are holding that as well. Please help me get my money back they are not helping me at all and not answering my emails if I cant figure this out with them I will contact my financial attorney and get my money back from them whatever it takes.

    Business Response

    Date: 10/26/2022

     The patron was notified via email that their account is still temporary hold, meaning they will not be able to deposit,wager nor withdrawal until our internal review is complete. The patron will still be able to log in to upload the requested documentation.

    1. Picture of US Drivers License or State ID Card (front and back)
    2. A Self Certified ID (selfie with ID)


    Customer Answer

    Date: 10/26/2022


    Complaint: 18300827

    I am rejecting this response because:
    BET MGM NEVER GAVE ME THE OPPORTUNITY TO SEND IN THE DOCUMENTS! ONCE I SENT THE INFORMATION IN THEY CLOSED MY ACCOUNT AN HOUR LATER I JUST CONTACTED THE GAMING COMMISSION I WILL DO WHAT IT TAKES TO GET MY MONEY BACK!!!! THIS IS ABSURD!! Never in my life I was treated this way by a online casino will be contacting my lawyer if I have too!



    Regards,

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

    Business Response

    Date: 10/30/2022

    If all reasonable means to resolve the complaint with ******** Online have been exhausted, the patron can file a patron dispute/ patron complaint with the ******** Gaming ************* by contacting them at: https://patroncomplaint.mgcb-apps-prod.***********/LandingPage

  • Initial Complaint

    Date:10/22/2022

    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.
    Bet MGM shut off access to my account without notice and for no reason. I have 896 USD in my account as of this moment and despite reaching out via chat, and phone (no answer), nothing is happening. Please help me get my money back.

    Business Response

    Date: 10/26/2022

    The patron account was closed as requested by the patron,the patron withdrawal request for the amount of $869.00 was processed on 10/24/22 to their bank transaction # *****************

  • Initial Complaint

    Date:10/22/2022

    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 wondering is there any class action lawsuits against BETMGM? I lost over $*******.00 and I have had glitches in my games as well with the ******************* Hands cutting off mid-game. I have also looked up online this article. Antars issues occurred roughly every 15 to 30 minutes, he claimed, when he played the games between May 2019 and January 2020. In that span, ***** said he made at least ******* online bets at up to $5,000 per bet, as well as more than 30 visits to ************** **************, which is named as a co-defendant. He estimated that he gambled at least $29 million in that span. ***** described himself in the lawsuit as a compulsive and vulnerable gambler.The technical issues were so prevalent that ***** said he made dozens of attempts with Defendants to seek redress and resolution, to no avail. Instead, bonuses averaging $30,000 per month were allegedly deposited into his account in that time span.I don't even know how this company is still legally running in ********** after revealing its sketchy practices.I also believe that there algorithms are favoring highly of the dealer's hands mostly getting 20 or 21. If i was the BBB I would not accept this company as a legit legal business

    Business Response

    Date: 10/25/2022

    We are sorry to hear that the patron feels treated unfairly at our games. We can assure the patron that our games are indeed fair and random. Both the shuffling algorithm, as well as the random number generator, has been thoroughly designed to ensure a completely random and unpredictable shuffle.

    In addition to that, it is definitely our obligation to ensure that our software complies with the standards and rules set by our licensing body and the worldwide gaming industry.

    If the patron still feels concerned about a specific situation (hand number or game sequence ID), please forward us the details regarding this issue so that we can investigate the matter further.

  • Initial Complaint

    Date:10/20/2022

    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 utilizing their services to play casino games between October 19th 2022 and October 20th 2022. I made multiple deposits via my PayPal and a few debit cards throughout this time period period All were US-based. I placed a few requests for withdrawals and in total my four withdrawals combined equaled $550. One withdrawal completed successfully in the amount of $200. After depositing $50 of that withdrawal into my bet MGM account I went to one of their games and was alerted that my account was blocked. After contacting customer service they weren't able to specifically tell me why my account was blocked but requested several pieces of information. The chat representative initially told me to send an email to their support team and attach the documents which were of photo of myself holding my ID and my ID as well. Then I received an email stating not to attach documents to the email in response but to upload them into my account. I did so. I asked the representative why I was able to deposit money exactly a minute before they blocked my account and why I wasn't able to get this $50 back. They didn't provide me any information. Their email came and told me three time periods One was 24 hours that it would be reviewed in the second was 24 to 48 hours and lastly the third stated 24 to 72 hours! their information is completely inconsistent and they also requested images of my debit cards that I utilized to make deposits into my account with them. A handful of these cards were virtual cards so there's literally no way I can provide such information. I still have $350 remaining in withdrawals that are being processed as well as the $50 that I deposited right before I found out about my account access. I want that $400 back and I want to be done with this company moving forward. I don't trust them they don't provide consistent information I would have been happy to provide such information prior to making any deposit if I had known that they needed such.

    Business Response

    Date: 10/25/2022

    The patron was informed via email that we process their withdrawal. Once processed it will take 3-5 business days to arrive on their account.

    Since the patron stated they cant provide card copy ending ******* we have blocked the payment method on their account.

    We also informed the patron that their account has been reactivated. 

  • Initial Complaint

    Date:10/20/2022

    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.
    Playing BetMGM casino poker. EVERY time I get close to winning, whether in a tournament or in spins (rapid instant games), that specific game has a problem with geolocation. I can play ANY other game within the app, but can't get back into the game I was winning or close to winning in. The app cheats to make you lose. Searching for a refund to 5+ games ($10-35 each) where this occured.

    Business Response

    Date: 10/25/2022

    Regarding unfair gameplay, we like to inform the patron to understand that our system is completely fair, and no one has an unfair advantage. Providing a safe and secure gaming environment to our players is vital for the success of BETMGM Gaming.

    Please note that the Random Number Generator (***) is a program designed to maximize the randomness of the cards dealt. Like you are shuffling a deck of cards at home the *** mixes the cards, thereby guaranteeing a freshly shuffled deck in advance of the next hand.

    If the patron still feels concerned about a specific game outcome, BetMGM will gladly investigate the situation for the patron.

    The patron must provide us with the following information:

    Tournament Name/Game ID or Table Name/Stake
    Hand ID (if applicable)

    Customer Answer

    Date: 10/25/2022


    Complaint: 18250206

    I am rejecting this response because:

    The business didn't even read my complaint. I'm not complaining about the fairness of the cards. I'm complaining because every time I started to win in a tournament, the program wouldn't let me back in TO THAT TOURNAMENT ONLY claiming it couldn't verify my location. The app would let me join any other tournament or spin however, so location was not actually an issue.

     

    By doing this, the app kept me from continuing to play in multiple tournaments I was a top winner in and I was simply out the entrance fee without being able to finish playing. I attempted to contact customer service through the app and they stopped responding to my request.

    Regards,

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

    Business Response

    Date: 10/27/2022

    If all reasonable means to resolve the complaint with ******** Online have been exhausted, the patron can file a patron dispute/ patron complaint with the ******** Gaming ************* by contacting them at: https://patroncomplaint.mgcb-apps-prod.***********/LandingPage

  • Initial Complaint

    Date:10/19/2022

    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 am so frustrated with BetMGM online casino, ********. They have a promotion going for pick a monster and get free spins that renews everyday going on through out the month of October. Monday, October 17th the promotion was not working and I emailed them numerous times always getting the same response they are diligently working on the problem and will save my name with everyone else that was affected by this problem and email me when it was resolved. Never got resolved. I was told about 5 different emails. Now, this may sound silly however, this occoured 4 other times when they had the flip a coin promotion in August. Nothing was every done about resolving and fixing any of those issues either when I was told again that it was getting fixed. Well, I am tired of BetMGM lying and pretending they will fix something and never does and then their LOYAL customers like me who deposit every day, dont get their promotion free spins, as they advertise and promote on their promotions. It is unfair they lie and pretend to be diligently working on resolving the issue but they arent. NOTHING ever gets done about the problem, they dont make up for it and when a customer such as myself who plays with them every single day emails them explaining this to them they send the same exact message over and over again about they are aware of this problem and diligently working to fix it. No. No there are not. I want BetMGM to make up for this because I look forward to this promotion every single day as I deposit with them every day and of course lose, so of course I look forward to THEIR promotion that offers free spins. Just as I looked forward to the flip a coin bonus, that messed up numerous times as well, and was told it would get fixed and nothing ever happened. I am so tired of BetMGMs customer service agents that email back, they are clues about everything.

    Business Response

    Date: 10/24/2022

     The patron was notified via email that the relevant team is working towards the resolution of this issue. Once resolved, the patron shall hear back from us.

    Customer Answer

    Date: 10/24/2022


    Complaint: 18245550

    I am rejecting this response because:

    THIS WAS OCTOBER 17th!  a WEEK AGO.  Seems to me BETMGM ONCE AGAIN just does NOTHING, literally at midnight when the monster pick expires and moves on to the following day the pick a monster refreshes so you can pick a monster ever single day, and at midnight the 18th I was able to do so and that counted toward TUESDAYS OCTOBER 18th pick.  You cannot tell me your team is working diligently in about 6 different emails over the course of 48 hours, and then my last email has gone UNANSWERED from days and days ago,   Nice response, yet again BETMGM, even to this the BBB saying your working on it? Lol youve never fixed or resolved once single issue Ive been told was being worked on. Now a week later your team has been working diligently every day with NO RESOLUTION. Absolutely not.  Its funny because ******* has a promo going where you get free spins everyday and the day before your promo messed up FanDuel was having a similar problem, and GUESS WHAT?  I was informed that fan duel was working on it and I would emailed when it was resolved and GUESS WHAT, I was INFORMED WITHIN 2 hours that the issue was resolved!   You cannot convince me or anyone that your still trying to fix a little issue a week later esp when your promo has been working every day since!!!   Only issue here is again *** lost out on October 17ths just as I lost out on 4 flip a coins promos in august due to the exact same issue that I was told over and over again was being worked on!  That was in AUGUST,  are yall still working on that issue too?  2 months later lol?   What an absolute joke. Im more mad and writing this because of the way I have been treated by BetMGM and being lied to about this issue over and over again,  and now Im just ignored in my last email.    I absolutely dont accept your response because your not working on fixing anything.  I also wont let down on this issue now, your a huge company and I dont believe LYING to your LOYAL customers is something BetMGM should be doing.  Go look at my history, how much I deposit with you guys, and to be treated like this.  Unbelievable.


    Regards,

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

    Business Response

    Date: 10/27/2022

    If all reasonable means to resolve the complaint with ******** Online have been exhausted, the patron can file a patron dispute/ patron complaint with the ******** Gaming ************* by contacting them at: https://patroncomplaint.mgcb-apps-prod.***********/LandingPage

  • Initial Complaint

    Date:10/16/2022

    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.
    On the evening of 10/06/2022 I opened the BetMGM app on my phone as I had done numerous times in the past. I then used my ***** account to make a deposit on $12 USD. Upon trying to start a slots game i was given a message telling me that I couldn't launch the game due to a restriction on my account. As I haven't used my Play+ account enough to have gotten my card I mad another deposit this one in the amount of $10 USD using my PayPal so that it would then be available as a withdrawal method. Then when I tried to make the withdrawal I couldn't due to the restrictions placed on my account because they're doing a "routine security review" as several employees have called it. We are now ten days out and i am no closer to a resolution. They are asking for identity verification, which I understand and will comply with as soon as i get my replacement ID in the mail. Their own user agreement states that during a period of account restriction the player cannot DEPOSIT, wager nor withdraw. Yet, they allowed not one but two deposits to occur while reviewing my account. Now they refuse to release them. Their user agreement at no point gives them the authority to withhold funds that haven't been wagered and are not part of a promotion. I would simply like my $22 released to my PayPal. Any assistance or advice you can provide would be appreciated l.

    Business Response

    Date: 10/22/2022

    The patron was informed via email that BETMGM places a high value on the player's safety. As a result, we have worked hard to ensure that we perform routine checks on our members' accounts. We are unable to provide face-to-face service to our members, so we rely on documents to verify registered details and financial instruments used on our site.

    The patron account has been temporarily placed on hold, which means they will be unable to deposit, wager, or withdraw until our internal review is completed.

    The patron withdrawal request with transaction ID ***************** in the amount of $22.00 USD. To be able to process the withdrawal, the patron must upload the documents below through their account,so we can complete the validation of your registered data.

    - A copy of a valid government-issued ID (front and back copies of their identity card or a copy of their driver's license/passport).

    - A copy of their self-certified ID proof (a photo of themself holding the document in their hand next to their face).

    Customer Answer

    Date: 10/23/2022


    Complaint: 18230658

    I am rejecting this response because:
    Had I been made aware that my account was restricted, I would not have made the two deposits. I was not though. Instead, after making the initial deposit of twelve dollars I attempted to start a slots game and then was given the alert telling me that my account had been restricted. Then, I deposited yet again, this time using my PayPal account so it would be an available withdrawal method. Neither deposit should have been able to be performed by me if my account was restricted, yet both were allowed to take place. Then after my funds had been deposited, I was unable to withdraw. This is nothing short of theft by deception. My account was restricted prior to my initial deposit, yet I was allowed to make two deposits, then they decided to not allow my withdrawal of my personal funds. It's absurd. 


    Regards,

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

    Business Response

    Date: 10/25/2022

    If all reasonable means to resolve the complaint with ******** Online have been exhausted, the patron can file a patron dispute/patron complaint with the ******** Gaming ************* by contacting them at: https://patroncomplaint.mgcb-apps-prod.***********/LandingPage

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.

Why choose a BBB Accredited Business?

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.