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:10/15/2022

  Type:Customer Service 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 am having issues recovering funds from ******* ** Online Casino. The same day I won more money then usual, I received a notice that my account was on old because I owed money to another account. I have been playing with Borgota PA online for almost 2 years and never heard anything about this I was even part of their VIP program. I was allowed to continuously play and make multiple deposits. I reached out via email and provided the documentation that they requested and they still will not release my funds, even though they allowed me to deposit and play. I am extremely frustrated with the situation.

  Business Response

  Date: 10/21/2022

  The patron was informed via email that their $834.08 VIP Preferred withdrawal requested from their Borgata account on 10/18/2022 was successfully processed to their bank account on 10/19/2022. Allow 3-7 business days for the funds to reach their bank account.
  
  Their Borgata account is currently suspended due to chargebacks on their BetMGM account. Our records indicate that we received nineteen (19) returned Echeckselect (Mazooma) deposits unpaid for a total amount of $2,780.00 from 01/19/2021 - 02/12/2021. The nineteen (19) returned deposits were successfully credited into their gaming account from 01/04/2021 -01/05/2022 and used to wager. ******* was unable to collect these funds from their bank account and returned the deposit to us from 01/19/2021 - 02/12/2022.Since the deposits were returned after the funds were used to wager a negative balance was applied to the patron account. We were able to collect $140.20 from their account and the remaining outstanding balance is $2,639.80
  
  These chargebacks are initiated by *******, our payment provider, and not the bank. The patron needs to be aware that while funds are instantly credited to their BETMGM account they can take between 3 to 5 business days to be withdrawn from their bank account by *******. Since Mazooma did not receive payment for the deposits they placed chargebacks on the account, indicating the charges are still owed to BETMGM.
  

• Initial Complaint

  Date:10/15/2022

  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.

  BET MGM had a new game. ********* High Roller. In the game you can purchase 5 high roller free spins for $50. I purchased these spins and as my first spin is spinning, the game completely glitches. I was kicked out of the game and was never able to get back in. They took the game off their site the next day. I called ***************** They told me they added my name to the list of ppl who had this issue & I would get my winnings from the 5 spins. Its been a month. No winning credited and I keep getting the we are still working on this issue if I owed them money, they would expect me to give it to them immediately, but because they owe me money, I am getting the run around. I thought being a Platinum member I would get a little better treatment but I havent. As far as Im concerned being a Platinum member gets you nothing.

  Business Response

  Date: 10/20/2022

  The patron was informed via email that Table ID: *********
  Amount taken from the table is **** USD these were credited to their account on 21-SEP-2022 at 19:05:53 ET
  

  Customer Answer

  Date: 10/21/2022

  
  Complaint: 18227632
  
  I am rejecting this response because: the .80 they credited was from ********* MILLION ON  a different game ID on a different date. If they would read the notes from my calls they would see that this is clearly stated. The game I am referring to is ********* HIGH ROLLER, which was taken Down because the game was having issues on their end. Instead of just trying to shut this down they need to look into their notes and take responsibility for the error. They took the game down the very next day and it hasnt been back up. 
  
  
  
  Regards,
  
  ***************************

  Business Response

  Date: 10/24/2022

  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 Control Board by contacting them at: https://patroncomplaint.mgcb-apps-prod.***********/LandingPage

• Initial Complaint

  Date:10/10/2022

  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.

  It's happened at least 5 times in the past month where I was in the middle of a poker tournament and have been kicked out "because I'm not in the *****************." I live in the middle of the state, this should not happen. I have reached out many times for a refund, and they have made me try to find info on their site that's not there, gaming history and everything else, and they will not refund my money. This site is an absolute rip off

  Business Response

  Date: 10/14/2022

  The patron was informed via email that our poker team is reviewing the matter at hand and hope for a resolution very soon.We ask that the patron kindly allow our team time in order to be able to retrieve their hand history. 

• Initial Complaint

  Date:10/06/2022

  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.

  I was playing Blackjack. I attempted to but insurance on a hand that the dealer had and ace. My wallet was $105. I still had $400 left on my balance so more than enough for insurance. When I selected buy insurance the game said I do not have sufficient balance remaining to do that, which I did. I provided *** the information I had from the game. They are asking for don't specific game Id number which I can only get if I have a computer which I do not. All in looking for is my money back as I fell ripped off because of a glitch in THEIR system.

  Business Response

  Date: 10/15/2022

  We are making every effort to resolve the patron issue; however, this may require additional time to complete. This issue has been escalated through the necessary channels and we are working to bring the patron a ****************. The patron's patience during this time is appreciated. We will update the patron as soon as we have a resolution via email
  
  

  Customer Answer

  Date: 10/17/2022

  
  Complaint: 18175193
  
  I am rejecting this response because:
  until i get my refund i wont accept a response
  
  
  Regards,
  
  *********************************

  Business Response

  Date: 10/25/2022

  We are making every effort to resolve the patron issue; however, this may require additional time to complete. We assure the patron that it has been escalated through the necessary channels and we are working to bring the patron a ****************. The patron patience during this time is appreciated. We will update him asap with a resolution via email.
  
  

  Customer Answer

  Date: 10/25/2022

  
  Complaint: 18175193
  
  I am rejecting this response because:
  It's been almost a month. And still not resolved. Will keep my complaint as is until it is resolved. Only way to have it resolved is give me my money back
  
  
  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:10/05/2022

  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 September 24 I requested a withdrawl of $800.00 from my account. The request was given for the denial was the *** transaction could not be made to a bank account that did not belong to me. I explained that the bank account was jointly held in my and my husbands name. I was told to upload a copy of my bank statement. I did that and was denied again. They told me I needed to provide a bank statement for an account that ended in ****. I explained they made a mistake and my bank account did not have the number 9 in it all. they requested I upload a bank statement again. I did. I received an email stating my account was eligible for withdrawl. I requested a withdrawl again only to receive a message " we are sorry, bank accounts added in the *** preferred program are not active ot our end. Please contact us for further assistance." I contacted beg mgm again -this was my 5th phone call to them over 2 weeks. I was told they could not assist me they would have someone email me again. I asked to speak to a manager because every phone call I made resulted in an email of rejection from an address that could not be responded to. The agent I spoke with put me on hold for a manager for 40 minutes, came back on the line to say a manager would return my call. I have not heard back as of today. I have deposited money from my bank account and it has been accepted. Now I just want my winnings...

  Business Response

  Date: 10/13/2022

  The patron was notified via email that our relevant team has processed manual cash out for the previously requested amount of $800 to their VIP Preferred account, allow 3-5 business days for the funds to appear on their statement.

• Initial Complaint

  Date:10/05/2022

  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 Sept 27 and 28, ive made numerous withdrawals from my MGM account. Its been 5 days and i have not heard back on any sort of funds going to my bank account. The money is not in the app either. Only partial withdrawals have been received.

  Business Response

  Date: 10/13/2022

  The withdrawals that the patron inquired about requested on September 28, and 29 have been processed to pay_applepaydirect. Standard processing time for withdrawal is 3-5 business days.
  
  

• Initial Complaint

  Date:10/02/2022

  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.

  MGMs Risk-Free First Bet promotion isnt as advertised. Customers who lose a first bet dont receive credits that are equal in value to their first bet. Instead, they receive credits worth far less. Normally, the payout for a successful bet is the amount wagered plus the amount won. For example, if I bet $100 that the ******* will win and have a 50% chance of success, my payout would be $200. If I bet $100 and have a 99% chance of success, the payout would be $101. However, with free bets, MGM isnt including the stake in the payout. In the first example above, a customers payout would be $100. In the second example, it would be only $1. Under these rules, a customer who loses a first bet has less than a 2% chance of ever breaking even if placing bets with a 50% chance of success. Additionally, the Risk-Free First Bet promotion is inaccurately described in MGMs terms. Potential customers who take the time to read these terms will see that #** says that free bet values will not be included in winnings. Instead, however, MGM excludes free bet values from payouts from successful bets. Payout is the term MGM uses in its app to describe how much it will pay if a bet is successfulnot winnings. Thus, the most logical reading of #** is that customers who withdraw their payouts from previous successful bets (collectively, their winnings) cant withdraw the amount of any free bets that still remain in their account as well. Two other points are worth mentioning. First, MGM's terms go into detail to explain how much a person can receive in free bets, even providing two examples. MGM easily couldve provided similar information to demonstrate the (limited) value of free bets but didnt. Second, MGMs promotion appears designed to look like another promotion offered by an MGM competitor: FanDuels No Sweat First Bet, which has been around longer and actually is fair to consumers (unike MGM, FanDuel does what it promises).

  Business Response

  Date: 10/09/2022

  The patron was informed via chat that a FreeBet is a bonus that can only be used on Sports. FreeBets allow the patron to place a bet on us. The patron selects the bet, we pay the stake.
  
  
  If the patron wins their FreeBet, the net winning will be credited to their account. The stake amount, which has been offered to the patron, will not be credited.
  
  
  Example:
  A $10 FreeBet is awarded.
  You wager the $10 FreeBet on Buccaneers to win 1st Half Money line at odds of ****
  You win the bet, $10 stake @ **** odd = $15 ($10 stake + $5 winnings).
  This means that only $5 will be credited to your balance.

  Customer Answer

  Date: 10/09/2022

  
  Complaint: 18157490
  
  I am rejecting this response because: BetMGM admits that it shared relevant information about how this program works only after the purchase in question occurred, confirming both: (1) its deceptive, bait-and-switch advertising; and (2) use of terms and conditions that deceive potential customers. 
  
  
  Regards,
  
  *****************

  Business Response

  Date: 10/16/2022

  If all reasonable means to resolve the complaint with ******** Online have been exhausted, the patron can file a patron dispute/patron complaint with the Virginia Lottery by contacting them at:
  https://www.valottery.com/aboutus/casinosandsportsbetting/sportsbetting

• Initial Complaint

  Date:09/27/2022

  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 had many technical issues and promos that were not credited to my acct appropriately. I have sent many emails and can no longer chat with them bc they have terminated that option bc they dont appreciate my concerns and however they encourage you to report issues but yet get punished for it. Its always such hassle and inconvenience time consuming efforts to get any of the issues resolved. They argue with you. They make excuses for them and change the story many times. Although I have sent them the screen shots and screen video play of the proof they have glitches and dont honor promos fairly and rightfully. These past experiences have been brutal once again. They now will not reply to my messages emails and ignoring my issues. Have not been paid for the credit I have earned. If you dare contact them too many times they retaliate and threaten to terminate your account. Locality as a customer means nothing to them. They have no problem with taking your money but yet they cant credit you for what is earned. The games are consistently losses and if you dare make an increase in wager you lose more and more. I have asked them to look into this and games that log you out while in middle of bonuses /or dont credit you for when you got logged out. Then resume the game play and you dont start off when you left off or they drop your wager down to the lowest amount to really s**** you. They refuse to investigate and state their games are fair or they want to submit all this crazy detailed info about the specific game play glitches. When I have already sent them the game info. Time stamped etc. they can do their part and do their job to further *********** have record of it and they know it. This is ridiculous they are permitted to get away with this and continue to be this way. They advertise these ridiculous auto replies that they will respond to you within ***************************************************************************** they reply nonsense.

  Business Response

  Date: 10/05/2022

  The patron was informed via email that after further review, we do not see any deposits in the amount of $500 after receiving this offer. Furthermore, we do not see that any of their recent deposits were made with a deposit code. Lastly, there are no funds remaining in the account to apply the bonus to. Please note, that deposit bonuses attach directly to the deposited funds and when none remain in the account, the system will not allow us to issue the bonus to the account as there is nothing for it to attach to. In the future, we kindly advise the patron to contact customer support as soon as a deposit match has not been issued and allow them manually to issue the bonus, prior to using the deposited funds.

• Initial Complaint

  Date:09/24/2022

  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.

  I won a 3 team parlay bet of $86.97, but mgm claims i owe money which I do not from **************! There was fraud charges on my card ending in **** and had to close the card and checking account.

  Business Response

  Date: 10/05/2022

  The patron was informed via email that their account has been placed on hold due to an outstanding balance on your MGM account: op_Thomas1902. The options to pay off the balance are as follows: *********, PlayPlus, BorgataCage.

  Customer Answer

  Date: 10/05/2022

  
  Complaint: 18125204
  
  I am rejecting this response because: I do not owe this balance! Those were fraud charges!
  
  
  
  Regards,
  
  *************************************

  Business Response

  Date: 10/06/2022

  If the patron had fraud on their bank account, this would need to be further investigated by their financial institution.

• Initial Complaint

  Date:09/23/2022

  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.

  My account was terminated without any sort of warning on the basis of having either 1) multiple accounts or 2) using a false identity. Neither is true. I was provided with no documentation of evidence, and no recourse. **************** informed me that there was no information or help they could provide me. This is a unilateral decision with no opportunity for recourse and limited resources for explanation or justificaiton of this reckless and erroneous action.My account was closed with a balance, and pending ******, which have been confiscated.

  Business Response

  Date: 10/01/2022

  The patron was informed via email that following a standard security review of their account,we have closed the same as a business decision.
  
  We informed the patron as well that we're unable to process their remaining funds.
  
  According to our Terms and Conditions, we reserve the right to terminate this agreement. And that this decision is final and will not be reconsidered.
  
  
  

  Customer Answer

  Date: 10/02/2022

  
  Complaint: 18121553
  
  I am rejecting this response because:

   

  They don't have any legitimate evidence to support their claim, and they refuse to furnish any whatsoever. There's a possibility that I'm a victim of identity theft, and they've offered no help whatsoever.
  
  
  
  Regards,
  
  *********************

  Business Response

  Date: 10/06/2022

  If all reasonable means to resolve the complaint with ******* Online have been exhausted, the patron can file a patron dispute/complaint with the ******* ********** of ****** by contacting them at: https://gaming.******/about/contact-**