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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

  • 1,477 total complaints in the last 3 years.
  • 320 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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:09/09/2022

    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.
    Business will not allow me to withdrawal funds. I added funds in an attempt to use their services, but their website nor their app would actually allow me to do ******. So I attempted to withdrawal the money I put in and close my account, but they refused. They took my money and now won't give it back. They are trying to force me to send them pictures of myself, which is hilariously unreasonable as they already have a plethora of my information stored, as it was required to verify my identity.

    Business Response

    Date: 09/16/2022

    The patron was notified via email that we successfully processed their withdrawal request Transaction ******************** amounting to 10USD.

    It may take up to 3-5 business days to reflect on their account.

  • Initial Complaint

    Date:08/26/2022

    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.
    I been depositing money into Betmgm app with no problems or issues. Now they have turned off the withdrawal to PayPal option so I can't withdraw my money. They also won't let me withdraw to my bank card which I also deposit from. I called my bank and they said that it's not through they can see that Betmgm is the problem. No one has responded with any kind of help after I have been trying to resolve the issue.

    Business Response

    Date: 09/02/2022

    The patron was informed via email that their US ********* 419002***3711 is ineligible as a withdrawal method. To use alternative withdrawal methods such as PayPal or PayWithMyBank.

    Customer Answer

    Date: 09/09/2022

    [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

    Regards,

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

  • Initial Complaint

    Date:08/23/2022

    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.
    In June of 2022, I contacted BetMGM to advise that my husband had a gambling problem and we needed his account shut down. I advised he had spent **** without my authorization on my checking account and they told me to dispute the charges with my bank and they would not challenge the dispute and would accept the chargeback. Today I received a call from my bank that they challenged the dispute and my checking account is currently ***** in the hole. I do not have the money to get my checking account in the good and would like for them to honor what they told me when I called back in June of this year

    Business Response

    Date: 08/28/2022

    The patron account has been suspended and they are required to make full payment of the outstanding balance of $633 plus fees in order for us to reconsider activation.


    In order for the patron to continue with the verification of their account, the patron has to provide the following:

    1. Government-Issued Photo ID


    2. Self-Certified ID


    3. Verification of Bank Account ending in 66

    4. Liability Statement.

    Customer Answer

    Date: 08/29/2022


    Complaint: 17759271

    I am rejecting this response because:

    I am making a complaint against my husbands account that he has with BetMGM. His name is ************** and the email associated with his account is ********************** After his account was closed several charges posted through and I called and explained that my husband had a gambling addiction and used the debit card without my authorization and the person I spoke with on the phone advised to dispute the charges with my bank as unauthorized and they would not fight the chargeback. I did that and they fought the chargebacks and did not do as they said. I have proof I can send to show the charges posted after his account was closed and can send proof if needed. I want credited back for these charges 

    Regards,

    ****** Sites

    Business Response

    Date: 02/13/2023

    This matter was handled internally and thoroughly reviewed by our Operations Team and Responsible Gaming Team.

     

    All Standard Operating Procedures regarding these claims were followed and the account was since been permanently closed.

     

    No funds are on the account and none are due to BetMGM.

     

     

    All the best,

     

    signature_386582370

     

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

    P: *************

    E:E******************************************



  • Initial Complaint

    Date:08/22/2022

    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.
    Betmgm pa onine casino withdrawal. I made a withdrawal of $500 dollars today and it was reviewed and approved. I called their customer support to be told that there is some type of error processing it and that it would eventually be sent back to my mgm account. THe form of payment i used to initiate the withdrawal is the same exact form i used to make a withdrawal on Friday with no problem at all, it is also the same card i used to deposit money today. I am being told that all of the sudden there will be no way for me to get my money withdrawn to the **** card that i have been using the entire time. THis does not make any sense, and I simply want the money I won deposited into my account as it has been previously without any issues. I should not have to wait another 24 hours with my money not in my bank account or even my mgm account.

    Business Response

    Date: 08/26/2022

    The patron withdrawal was approved on 8/22/2022 for $500. All withdrawals have an internal review period of up to 5 business days (in most cases). Once approved, the patron funds will be credited according to their payment providers processing time

  • Initial Complaint

    Date:08/21/2022

    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 was offered a $20 bonus to participate in a survey at Bet mgm online casino and half way through the survey I encountered an error and was kicked out of the survey. Upon inquiring I was told i wouldn't receive the bonus to which i should have. Also, any time I'm winning or in the middle of a bonus on a slot game an error will pop up and kick me out and disrupt the algorithm. Also on pot games when the pot is just about full and about to deliver a bonus an error will pop up and start the session completely over causing me to miss my deserved bonus. Bet MGM needs to be investigated for fraudulent practices and cheating the customer. I want compensation for my multiple inconveniences and being cheated.

    Business Response

    Date: 08/25/2022

    The patron was notified via email that since they did not complete the survey, they are not eligible to receive the reward from it.

    It appears that the reason why the link kicked the patron out is that the survey is already closed. 500 respondents have been reached for each product already.

  • Initial Complaint

    Date:08/17/2022

    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 will admit I ****** on this site. However, this site should be illegal. The site has many and I mean glitches. The games will just disappear with an error code. The attach bonus money to your deposit and you cant withdrawal until you play back like thousands back. How is fair to put money in and absolutely get no bonus. I know this is gambling but it literally is not fair the payouts. My history on this site would prove this. Is a complete scam and unfair. I am also filing a complaint with BetMGM and the ******** gaming commission as well. This really needs to be investigated.

    Business Response

    Date: 08/20/2022

    The patron was informed via chat that we are sorry to hear that they feel treated unfairly at our games. We can assure them 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 via email, regarding this issue so that we can investigate the matter further.

  • Initial Complaint

    Date:08/15/2022

    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.
    Ive been gambling online with mgm casino in **********. The sent me a promotion that they would match any deposit made up to $500. Once I made the deposit they did not match it. So I reached out to the mgm casino And was told that they couldnt help me. So this is my problem. Just a heads up I could careless about the $200 dollars that I deposited. Its more the principal that if I wouldve not received that email I wouldve never made the deposit. Thank you for your help. MGM is not a casino that can be trusted.

    Business Response

    Date: 08/19/2022

    The patron was notified via chat that we cannot match the bonus if the funds are not available on their account.

  • Initial Complaint

    Date:08/14/2022

    Type:Customer Service 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.
    I have a pending payout of *****. They said they are having issues with withdrawals on debit cards and to try another withdrawal method. PayPal is an option and requires me a deposit to start receiving withdrawals. I tried but got a message saying international transactions are blocked. They told me to use vip. Vip would work if it let me withdraw to one account instead of two. This isn't fair. Been playing here along time. A agent emailed me saying they can do a manual request through PayPal. They never got back to me. I talked to another agent and she said it is nothing they can do. How is this possible to do this to a customer who paid?Now my winnings are just sitting.

    Business Response

    Date: 08/18/2022

    The patron was notified via email that all withdrawals have an internal review period of up to 5 business days (in most cases). Once approved, their funds will be credited according to their payment providers processing time.

    The patron used VIP Preferred to withdraw and this may take up to 3-7 business days to fully process.

    Customer Answer

    Date: 08/18/2022

    [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 responss in reference to complaint ID ********, and find that this resolution is satisfactory to me.

    Regards,

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

  • Initial Complaint

    Date:08/10/2022

    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.
    Company computer system messed up says could not verify my location i never left ******** soil. Thet gave me 10 dollars to play with. They wont allow me to use it and essentially are stealing it from me. Contacted support nothing but unhelpful and was hung up on 2 times with no resolution in sight.

    Business Response

    Date: 08/14/2022

    The patron was notified via email that their account has been temporarily placed on hold, which means the patron will be unable to deposit, wager, or withdraw until our internal review is completed.

  • Initial Complaint

    Date:08/08/2022

    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 play on here often. I was on a slot machine on July 30th and hit a bonus round. In the bonus, I was up $364 and at the end of the final bonus spin, the game error out. Ive had this happen before and if i renter the game, it usually takes me back and finished up. This time it didnt and I never receive the money. Contacted customer service by phone and message numerous times. Each time to be told it takes *****hr to get the money in my account. Ive jumped through all the hoops, wasted hours with customer service and still dont have my money after over a week. Never had a follow up or anything from them.

    Business Response

    Date: 08/20/2022

    The patron was notified via email that this has already been escalated to our relevant team, we will reach out once there is an update. 

BetMGM is NOT a BBB Accredited Business.

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