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:09/21/2022

  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 signed up last week for the "Bet $10, Win $200 if any team scores a touchdown. I bet $10 and both teams scored a touchdown. This was my first time signing up with any betting site. I never received notification that I had won so I logged into their site and there was no sign of any free bets for $200 free bets I won. Yesterday I had a rather long chat session. They could not help me and disconnected me while I was still asking for help. So then I called them and spoke to a lady for over 1/2 hour and she could not help me either. When I told her she had not answered my question she hung up on me. FRUSTRATING!!! My account number is ********.

  Business Response

  Date: 09/28/2022

  The patron was informed via chat that they were awarded four ($50) free bets for the New Customer Offer. The patron never used it, and therefore it expired.

  Customer Answer

  Date: 09/28/2022

  
  Complaint: 18060003
  
  I am rejecting this response because: It is true that during the chat they said had rewards but I was online at the time and the rewards were not there.

  Therefore, I could not use them.  I spent hours on the phone and chat and were rudely disconnected both times.

  I explained the rewards were not there and therefore I could not use them.

  They admit they were not used so why can't they post them again where I can use them?

   

  
  
  Regards,

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

  Business Response

  Date: 10/09/2022

  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-**

• Initial Complaint

  Date:09/21/2022

  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.

  I opened up a BetMGM account during the April 2021 calendar year. Currently, BetMGM has ongoing promotions, to which I knew my account was dormant, and I could not recall if I had ever placed a bet with the website, so I contacted their customer service through their online chat portal on 16Sep22 to inquire as to whether or not I would qualify for their matching bet promotion up to $1,000. I informed customer service that I could not recall if I had ever placed a bet before and my betting history log was completely empty. The promotion in question has to do with a matching free bet for first time customers. Execution of these promos are simply based on a customer's first deposit and qualifying bet placed. I informed the rep that I would only make a deposit if I qualified for the matching promotion. The rep informed me that he saw no restrictions on my account and that he could change the promo in my account so that I would qualify. Based on that info given, I deposited $1,000 using the promo code "TIPS" and it was accepted with no problem. Note: Free bets are only paid out if your initial qualifying bet loses, to which my initial bet qualified and lost. Afterwards, I noticed that my account was not being credited with the free bet promised, which prompted me to contact customer service again through their chat portal. On multiple occasions over the course of three days, I was continuously told time and time again that they would correct the system and my account would be credited with the free $1,000 bet to which it never occurred. Then on 21Sep22, I then again contacted BetMGM only to be told that I don't qualify for a free bet due to me having been offered a bonus previously and having placed one bet when I initially opened the account back during April 2021. I then inquired as to why my betting history does not reflect that info and secondly, why didn't the initial rep make any mention of such when I inquired about it prior to making my deposit. Chat log attached

  Business Response

  Date: 10/01/2022

  The patron was notified via email that after conferring with our team, we decided to offer a $150 free bet to their account for any inconveniences associated with the wager 1YPD8XPC3J (Risk-Free First Bet up to $1,000)

  Customer Answer

  Date: 10/02/2022

  
  Complaint: 18057409
  
  I am rejecting this response because: 

   

  It's nowhere near equal value for the situation to which I find myself in due to being misled. I am willing to accept $500 in Free Bets to resolve in which they have credited me $150, but it doesn't go far enough. Betmgm should be willing to meet me halfway so that we can both move on from this situation and continue a business relationship.
  
  
  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 Virginia ********************* by contacting them at https://www.valottery.com/aboutus/casinosandsportsbetting/sportsbetting

• Initial Complaint

  Date:09/21/2022

  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.

  After winning $600 on sun sept 19th i tried to withdraw 300 it came up with a prompt saying my account was flagged for security purposes, i uploaded all of the requested information plus more. As of today weds sept 21st ive done this 5 times they refuse to open my account back up or tell me why it was flagged. They will not allow me to withdraw my money and just keep telling me to send in the same information again. Ive done this 5 times already. *** had the same account for a year and a half with no issues then when i win a decent amount of money they flag my account and wont give me my money. Is there any type of help for me

  Business Response

  Date: 09/28/2022

  The patron was notified via email that the provided copy of the document could not be accepted as they do not comply with our security requirements.
  
  Therefore, we kindly ask the patron to provide us with a clear and whole copy of their ID.
  
  We need complete, colored, good-quality copies of an official photo ID (passport, driver's license, the front and reverse side of ID card, etc.)

• Initial Complaint

  Date:09/21/2022

  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.

  Received a promotion to get a $25 free bet if my $25 wager on an *** game's first TD scorer lost. I placed a wager (betslip ID: *********** on the first TD scorer for a team, it lost, but no free bet was awarded. They are claiming that I didn't make the correct wager, but the type of wager they are saying I needed to make was not even an option. Their app does a poor job of letting the customer know whether or not a wager made fulfills a promotion or not, so the customer is usually going in blind hoping they have done it correctly. I utilized this same promotion multiple times during football season last year, making the exact same type of wager (the only "first TD scorer" wager available on the app), and was never denied my free bet by customer service on the occasions the app didn't automatically reward it. After multiple emails with customer support this week, no resolution has been achieved.I would never have made this wager without the promotion, and I am seeking my $25 free bet as outlined in the terms.

  Business Response

  Date: 09/25/2022

  The patron was notified via email that some markets may not be available depending on our Trading decision. In case, the patron was unable to find a specific market, please do not hesitate to contact us so we could look into this. The patron may also contact us through our Live chat so we can respond in a timely manner

  Customer Answer

  Date: 09/25/2022

  
  Complaint: 18056946
  
  I am rejecting this response because:
  
  BetMGMs response is unacceptable. Offering a promotion for a specific wagerand not offering that specific wager is unethical. I have contacted their customer support multiple times in the past, both through email and chat, and they are largely unhelpful and do not properly look into the issue.

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

  Business Response

  Date: 10/02/2022

  If all reasonable means to resolve the complaint with ******* Online have been exhausted, the patron can contact the ******* ***************** here:
  
  https://www.in.gov/igc/contact-us/

• Initial Complaint

  Date:09/21/2022

  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 been monitoring this site and it is my findings that they change odds after you withdraw a win. They proceed to make odds so bad that they end up taking way more then you won back before you will ever see a dime again. On ****** play reviews you will find alot of people seeing same issues. Odds being changed by them after wins and more glitches during spins to ensure you won't hit again. Please look into this matter as it is not fair that odds change due to a win. I have been monitoring this site for many months now with same results everytime. Win and odds go right down the drain. This is peoples money they are scamming and something needs to be done about all online casino sites as they all have the opportunity to scam the public as they wish. This is no laughing matter and really needs to be addressed.

  Business Response

  Date: 09/29/2022

  We are sorry to hear that the patron is having a less than pleasant experience with our site. We consider all our player's feedback for the advancement of our site. To further address the patron's concern, he can send evidence including screenshots, screen recordings,and any other supporting documents as well. For further review.
  
  

  Customer Answer

  Date: 09/29/2022

  
  Complaint: 18055987
  
  I am rejecting this response because:
  
  They have any and all info on this matter in my account. This complaint is about them tampering with the odds of the games. How would I be able to show that? Figures this would go no where and be swept under the rug. They will continue to scam people if nothing is ever done to deal with it. 
  
  Regards,
  
  *********************

  Business Response

  Date: 10/05/2022

  We understand the patron's disappointment and it is natural to feel this way when they have not won in situations where they were sure to do so. The nature of games is that luck is an important factor that determines the chances of any player. 
    
  We employ a powerful Random Number Generator (RNG) to ensure fairness for all our customers. We cannot manipulate the games or give preference to a particular player. 
   
   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. 

  Customer Answer

  Date: 10/06/2022

  
  Complaint: 18055987
  
  I am rejecting this response because:
  I asked yous to investigate this matter and your doing nothing to investigate anything. They are scamming people so please do your job and investigate them. My account should show all win loss records and also the games no matter which one you play when you get matches that look like you might hit the game will glitch and you don't even see the reels spinning it just unlit he's at the final stop. You get a free game bonus after you have spent 100 dollars just to even get 10 free games and most the time your winning on the free games isn't even the amount you bet to spin one time. This is nonsense that nothing is being dont to investigate them. Do you really think you emailing them with my response and nothing more they are just going to come out and say yeah we are scamming people you caught us??? This is the biggest joke of a investigation as I have ever seen. You might as well just have hit delete on my complaint when it first came in cause your performance to this point has been useless!!
  
  
  Regards,
  
  *********************

  Business Response

  Date: 10/13/2022

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

• Initial Complaint

  Date:09/19/2022

  Type:Order 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.

  BetMGM casino app in ************* had multiple game malfunctions, one involving loss of progress through the game. I did not lose any money but what I lost were keys in a particular game that go toward possibly winning much more money. Those keys disappeared. Their support requested information to troubleshoot which I provided. I get no response after that other than the repeat template emails asking to send the same information I sent.

  Business Response

  Date: 09/24/2022

  The patron was notified via email that after thoroughly reviewing the patron's concern, we noted their gameplay shows a change in bet from $1.00 to $2.00 between the two specified times approx. 10:39 12:38.
  
  We advised that whenever the player changes the bet value, the number of keys is reset.
  Whenever the player changes the bet value BACK to the value that they already played at, the previously saved keys should be restored.
  
  At this time, I'd like to kindly request in an effort to provide a resolution if the patron can change the bet value back to $1.00. By doing this, the previously saved keys should be restored. If this does not happen, the patron should email us, in order for us to ensure whether or not your keys/gameplay has been restored.

• Initial Complaint

  Date:09/19/2022

  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.

  On 9/18/2022, I placed 3 separate bets with MGM. 2 bets were placed at approx. 12:45 pm est. and the next bet was placed at approx. 3:50 pm est. Around 12:45, I placed a free $10 bet on a parlay for 10 football teams. Around 3:40, I realized I was going to lose that bet. So at approx 3:45, I placed a single bet (bet ID ********** for $80.62), which was for an WNBA game and I chose the Aces as the favorite. When I placed the bet, it showed it eas a single bet. However, when I selected for the bet to be approved to my surprise my single bet at 3:45 was added to my older football parlay bet which was at 12:45. That old bet slip already had losing teams in progress and no one on their right mind would select that type of bet. Immediately once I saw what happened, usually MGM has an option to edit and or remove the bet. Neither option was available for me to use. So I instantly chatted with MGM online and explained my situation. They said you have 15 minutes to reverse it. I told them I didn't have that option that's why I'm calling you. To reverse it for me. I called them 5 minutes into this situation so according to them, I had 10 more minutes left.They advised they couldn't reverse it. Their explanation was horrible. Said because the bet had live games on their They could not do it. I explained to them when I was placing a single bet, after I submitted the bet the computer did not place it as a single bet, it added it to a previous slip I used approx 2 hours ago. And it never provided me an option withing 15 minutes to reverse the transaction, because it knew several of those bets were already losing.I've been placing bets with MGM ******** online for over a year and have never occurred this type of scenario.MGM needs to refund me the bet of $80.62 for fraudulently adding my current single bet at 3:45;pm for one game, to an old bet slip that was placed approx. 3 hours BEFORE my next current bet.

  Business Response

  Date: 09/28/2022

  On our end, we see both bets being placed as parlays and no edits or cashouts being made by the patron.
  Every game in the patrons bet 1YPG3Y92XN started at 4:05 EST or later, making it impossible for there to be games determined already as they placed the bet at 15:46:10 (3:46:10 EST).
  
  The patron reached out at 4:20 EST to void 1YPG3Y92XN at 4:20 EST after some events in the bet had already started (16:20 is a 24-hour clock so 4:20 EST). So, the bet could no longer be voided.

• Initial Complaint

  Date:09/16/2022

  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.

  I had to cancel my bank card because there were suspicious withdraws on my bank statement from pet MGM and now there are more even after my bank card was canceled so how are you still taking money from my bank account when Im not even playing on your site and you blocked me from seeing my transactions to be able to prove it I already filed with my bank for the other $200 that I noticed was taken and now I have to again how are you able to charge peoples accounts for a service that they havent even used? Now that *** looked it up on the Internet Im not the only one that this is happened to this is fraud on a mega scale. You are a multi million dollar company that should be able to provide security for peoples information unless the scam is coming from inside of the company itself. I have contacted customer service with no response and I really am getting tired of my money being taken from me .

  Business Response

  Date: 09/22/2022

   The patron was notified via email that To continue with the review of their account, please provide the following:
  
  Government Issued Photo ID
  - Photo of US Drivers License or State ID Card (front and back)
  Please ensure that all four corners of the full document are visible, well-lit, and uncropped.
  
  Verification of Bank statement for card ending in ******- to verify the extra charges on the account.
  Please upload ONE of the following:
  - Picture of physical bank statement received in the mail
  - PDF file retrieved from the online banking account
  - Bank statements must be dated within the last 90 days ensuring the account holder's name, account number and date are visible.

• Initial Complaint

  Date:09/14/2022

  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 reached Pearl ****** through betmgm online in ********, from there they never gave me any adjustments because they were crediting me at a lower Teir, it has been almost a month , still nothing and they closed my account, Refund my money I am going to file class action lawsuits

  Business Response

  Date: 09/21/2022

  The patron was notified via email that an email was sent to them from our relevant team on September 13, 2022, saying that based on their communication, and as part of our responsible gambling policy, we have made the decision to close the patron account indefinitely. Any accounts that the patron owns on other websites operated by BetMGM have also been closed.
  
  Individuals in ******** can self-exclude from further gaming if they have developed gambling-related problems or feel at risk of developing gambling-related problems. For more information, please consult the dedicated page on the ******** ******************** website under https://www.********.gov/mgcb/0,4620,7-351-79256-231582--,00.html

• Initial Complaint

  Date:09/14/2022

  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 recently made my first ever deposit with betmgm. $*****. I used a promo code, and confirmed with a support chat rep prior to betting, that I was set up for the ***** risk free bet promo. I placed a $***** wager on 9/11 at 7pmCT, which was a losing wager. It is currently 11:21 on 9/14 and my $***** free bet has not been applied to my account. I have reached out repeatedly to support on this. First I was told it can take 24 hours, then I was told it was passed to another team who would email me when it was done, then I was told it would be there by midnight, none of these are being followed through with.

  Business Response

  Date: 09/16/2022

  The patron was notified via email that their free bet has been added, The free bets will be broken down to five (5) $200 free bets.