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:07/08/2025

  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.

  I want my money they refuse to send me.

  Business Response

  Date: 07/14/2025

  We appreciate the patron reaching out to us and providing all requested documents.
  
  Our relevant team was able to update the patron's mailing address and contacted the patron via email on 7.13.25. The relevant team was able to process the patron's withdrawal and provided additional information via the email sent on 7.13.25.
  
  If anything else is needed BetMGM will be happy to help.  

  Customer Answer

  Date: 07/15/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  
  
  
  
  Regards,
  
  
  
  ****** *****

• Initial Complaint

  Date:07/05/2025

  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.

  Took advantage of an Instagram advertisement to make a new account deposit $10 and play it to recieve $200 in free play. I made the account t deposited thr money and played and did not recieve the $200. They then told me you cant always trust the advertisement and refused to refund my $10 and remove my personal information.

  Business Response

  Date: 07/10/2025

  We appreciate this player reaching out to us. 
  
  After careful review, the player was not directly targeted for the mentioned Welcome Offer. While this offer was not intended to be available for all new players, it was found that this Welcome Offer was displaying as a public promotion within the player's account.  
  
  As a result, BetMGM found that the player completed the necessary wagering requirements for the promotion and is eligible for the associated bonus. However, this bonus can not be credited to the player's account as they requested to close their account on 07/05.
  
  BetMGM's ************* team effectively closed the player's account per their request on 07/05. This closure is covered within section 21 of our Terms of Service. That section, along with the rest of our Terms of Service, can be viewed here: ******************************************************************************* 

  
  If the player wishes to reopen their account and have the appropriate bonus applied, then we encourage them to contact BetMGM's Regulatory team directly here: ***********************************************************************.
  
  We apologize for any inconvenience the patron has experienced and hope to be in contact with them via email or chat to resolve this issue soon.

• Initial Complaint

  Date:07/03/2025

  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 deposited one hundred and eleven dollars into my BetMGM account and proceeded to place two bets. My account was locked soon after and the funds I deposited were stolen from my account. I tried contacting customer service and was told that there was no reason for my account being locked and I would have to wait to see if my money would be refunded which I never requested. The customer service agent named Precious proceeded to threaten me that my account would remain locked if I continue to inquire about the funds taken from my account. The funds were immediately taken from my account upon deposit and seized with no explanation. I was told to just wait seventy two hours and maybe my money would be refunded. Subsequent agents keep repeating that I should just wait for an email and offered no assistance.

  Business Response

  Date: 07/09/2025

  We appreciate the patron reaching out to us.
  
  BetMGM directly contacted the patron via email on 7/03/25 and 7/08/25,  advising to their account status. If they would like further information on BetMGMs account policies, we ask they please review the link provided. [20. FORFEITURE & ACCOUNT CLOSURE] ***********************************************************************************
  
  Furthermore, in Compliance with Regulatory and Company Policy, the patrons remaining balance is still being reviewed. The patron can refer to sections 4.6, 4.9, 4.11,14.2  and 20 for further information. ***********************************************************************************.Once an update is available, the patron will be notified directly via email. 
  
  We apologize for any inconvenience the patron has experienced and hope to be in contact with them via email or chat to resolve this issue soon.

• Initial Complaint

  Date:07/02/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 not received a refund

  Business Response

  Date: 07/09/2025

  We appreciate the patron reaching out to us. 
  
  BetMGM has no record of prior communication regarding this matter. We ask that the patron reach out to our Customer Support Team directly at ************************************* or via chat/phone support.  
  
  We apologize for any inconvenience the patron has experienced and hope to be in contact with them via email or chat to resolve this issue soon.  

  Customer Answer

  Date: 07/10/2025

  [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:06/29/2025

  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 have had an ongoing issue with BetMGM since November of 2024. It centers around successful withdrawals that were deposited into my bank account without delay and spent accordingly. After that point (roughly 1 and 2 days later) BetMGM erroneously labeled them as canceled, returned the funds to my account in a far from clear manner, and then subsequently withdrew those successful withdrawals to correct this error.I have partially gone through the formal complaint process already but since then all I have asked is for BetMGM to offer me some proof that these withdrawals were canceled for a legitimate reason. They have always maintained that it was due to a processing issue with my bank. My bank has told me that is simply not ******* request for the information has apparently been under investigation by the relevant team for months now and no update has ever been given, despite countless promises to do so.I have tried to resolve this issue with the payment provider per BetMGM's TOS but they have refused to supply me with the company they use.This stalling has taken a severe toll on me mentally and financially. As a result, I reached out on 3 separate occasions recently seeking some Responsible Gambling help. Each time my request was ignored/********* a result, I am attempting to file an official complaint with ******* Ontario but need an official response to do so. This has so far been ignored/denied as well.This carries on severe violations of registrar standards since this issue originated. In December of 2024, I requested a cooling off period and to withdraw the remaining funds in my account. This was ignored as well and I was instead pressured into signing a liability statement that waived my right to contest those withdrawal reversals so that I could regain access to my account for wagering and withdrawal purposes.I have correspondence and screenshots of everything I have said and have already provided them to BetMGM in the past and would do so again.

  Business Response

  Date: 07/08/2025

  We appreciate the patron reaching out to us.
  
  The patron had two withdrawal requests that were unsuccessful on 03 and 04 November 2024. These transactions were not successfully processed to BetMGMs payment provider, *****, and the patron was notified on 04 and 05 November 2024 respectively, via their registered email, which the patron was reminded of and confirmed receiving on 15 November 2024. In both cases, the transactions failed and the funds were returned to the patrons BetMGM gaming account within 24 hours.
  
  The patron reported these withdrawal failures on 07 November 2024, and was advised of the reason they were not processed by BetMGM. The patron indicated these transactions were unauthorized, and the handling agent temporarily restricted the patrons account to prevent further unauthorized transactions. The ticket was escalated to BetMGMs Operations Team, who found no sign of security breach on the account, and requested a statement from the patron in order to re-open their account, which the patron declined to provide. The account was re-closed on 10 November 2024 due to continued claims of unauthorized withdrawals.
  
  On 15 November 2024, the patron used language that was not in line with BetMGMs commitment to Responsible Gaming and Responsible Gaming principles, and the patrons account was restricted in a separate manner to prevent any further Responsible Gaming issues while the concern was escalated to our Responsible Gaming Team, and has remained thus restricted since that date.
  
  On 24 November 2024 the patron contacted BetMGMs Formal Complaints Team, and was advised on 06 December 2024 that their withdrawals had indeed failed to process correctly, and were returned to the patrons gaming account. The patron was reminded of the request for a statement to re-open the account, and the patron again declined to provide one. The patron disputed the resolution provided, and threatened to contact regulators to complain. The patron was provided the same resolution again, with detailed information about their transactions and how to review this information in their account.
  
  On 14 December 2024 the patron disputed again, and stated theyd already contacted regulators. They also acknowledged the notification of their withdrawals failing, which had been routed to their spam folder.
  
  The patron specifically stated that they recognized their gaming account balance was higher than it should have been, and chose not investigate the issue, assuming it was due to the resettlement of an unspecified bet or an unknown VIP Reward. The patron again stated that they had gambled in an irresponsible manner, which was not possible on BetMGMs platform, as their account had been restricted since 10 November 2024, and their ability to wager was doubly restricted on 15 November 2024.
  
  
  On 15 December 2025 the patron noted to the Formal Complaints Team that theyd already filed complaints with regulators, and as of 08 July 2025 BetMGM is working directly with the regulators to resolve the complaint. As there is an active complaint with regulators, and BetMGMs Formal Complaints Team has already provided the patron with the resolution above on multiple occasions, they were advised by BetMGMs Compliance Team to cease communication with the patron, and have continued to do so. This request to cease communication was reconfirmed on 05 July 2025.
  
  The patrons requests for Cool-Off were not ignored, as their account had already been restricted due to Responsible Gaming concerns. BetMGMs responsible Gaming Team reviewed the patrons communication and their already restricted account, and made the decision to permanently close the account due to RG concerns. They provided this information to the patron on 19 December 2024, along with responsible gaming resources and a link to jurisdiction-specific self-exclusion resources.
  
  We do apologize for any inconvenience the patron has experienced, and hope to be in contact with them via the regulator complaint to resolve this issue soon.

  Customer Answer

  Date: 07/09/2025

  
  Complaint: 23534028
  
  I am rejecting this response because:
  
  First of all, the notion that these withdrawals ever failed is simply not true and inaccurately depicts the crux of my issue here. These two withdrawals, both requested on November 3rd, were successfully processed and deposited into my bank account in a completely normal timeframe. On the morning of November 4th, I confirmed this myself by checking my bank account and confirming that they had successfully gone through. I then proceeded to spend the majority of those funds on bills and basic living expenses.

  It was only after this point that BetMGM, for no apparent reason, decided to label these withdrawals as canceled and returned the amounts to my betting account. One withdrawal was credited back into my betting on November 4th and the other one on November 5th. On the 5th and 6th of Novemeber respectively, these successful withdrawals were then re-withdrawn from my bank account to correct this error in the form of debit memos. As the funds from these successful withdrawals had already been spent by this point, they were not even available in my bank account any longer, causing me to go into overdraft.

  Had these withdrawals simply failed/not been deposited into my bank successfully, I would be much more sympathetic to BetMGMs position here. However, as I had already confirmed that they had gone through and spent the majority of that money by the time it was credited back into my betting account, it was reasonable for me to assume that those transactions were complete and any additional funds in my account balance had come from elsewhere.

  As I have previously indicated, I made an honest attempt to try and ascertain the discrepancy in my balance. I looked for any notification in the app, of which there was none, as well as going through my past/outstanding bets to see if there were any rresettlemens. There were none so I simply assumed it was a VIP bonus.

  As it turned out, the ****** I made with these returned amounts were essentially treated as though I had deposited that money. As I have consistently expressed, had I known this I would not have made these ******, as they were riskier/for more money than I normally would have bet and were done with money I was not in a position to ****** with in the first place. In effect, these ****** amiunted to me betting on an extension of credit, explicitly forbidden per section 5.74 of the **** Registrars Standards.

  It was only in conversations with agents after the debit memos were issued, that I was notified to check my spam folder for emails. The agent also relayed that this was a likely possibility, indicating an acknowledgement on the part of BetMGM that this was a foreseeable occurrence and more due dillengence should have been done to prevent any unnecessary confusion. That was indeed what had happened as these emails had seemingly been sent from a secondary email address from BetMGM, not the one that I was told to add to my contacts and did so upon registering as a customer.

  Secondly, there also seems to be a willful disregard to accurately portray the explanation offered by BetMGM as to why these withdrawals were ever canceled in the first place. From the outset, I was told that these withdrawals failed due to a processing error with my bank itself. My bank has always maintained that this was categorically false. As per section 18.3 of BetMGMs TOS , I then attempted to resolve this issue with the 3rd party payment processor used for these transactions. The billing descriptor for these transactions listed ********** and when I inquired about this or to get the name of the payment processor used, that request was repeatedly denied. The mention of Nuvei in this response is the first time I have been provided with their name.

  I will acknowledge that I have reached out enough times to BetMGM throughout my attempts at resolving this issue that I do not blame them for ignoring some of my correspondence. However, the majority of my recent correspondence was simply focused on a request to be provided with any type of proof or documentation that these withdrawals were canceled for a legitimate reason in the first place. For the past 2 months I have been told this request was being investigated by the relevant team and that I would be updated soon.

  For roughly the past month I have been very upfront in expressing the effect this never-ending investigation was taking on both my mental health and my gambling behaviour in general. I also relayed the fact that if no investigation was actually taking place that I would simply like to be informed of as much, so that I could proceed accordingly and to stop wasting everybodys time. I was never informed that there was no investigation taking place until 3 days ago.

  It was during these recent conversations where I clearly expressed how I was at my breaking point, losing my mind, needed help,  wanted somebody to talk me down a bit and how this waiting had resulted in some troubling behaviour on my part. These pleas for help and to be connected with some form of Responsible Gambling help were ignored or outright denied. And this was not a one-off either; it was 3 separate conversations with 3 different agents. I have documentation of these conversations to validate these claims.

   

  The only thing more humiliating than admitting you're in a bad place and need help, is having those requests repeatedly denied and ignored. 

  
  

  Finally, if Bet *** had determined that there was no security breach in regards to these transactions and my account was closed for Responsible Gambling concerns as of 14 November 2024, the attempts to continue to try and illicit a liability statement from me seems after this point seems like more coercive and punitive than it does justifiable. Additionally, the carrot dangled before me of restoring account access if I signed such a statement, directly contradicts that Responsible Gambling concerns were the main reason at restricting my account access. I have correspondence from December 6th and 12th indicating that I would have my account access restored if I signed a liability statement. The response from December 12th was particularly egregious as it was a response to an email I had sent the ******************************* clearly expressing the reckless gambling behaviour I was displaying and was in no way requesting to regain account access but to simply withdraw the remaining funds in my account. If Responsible Gambling concerns were the main reason to restrict my account access, nothing I indicated post that November 14th decision indicated that my account should have been restored.

   

  Throughout this process and my attempts to resolve this issue, I have been completely open and honest about the effect this has all had on me. Obviously, I was a higher-risk gambler before this issue began, hence my VIP account. At the same time, though, my gambling behaviour was never reckless or debilitating. I followed the Responsible Gambling recommendations outlined on the BetMGM app very religiously. I treated gambling as a form of entertainment and, most importantly, only gambled with money I could afford to lose. My main contention with this whole incident is the way that decision was taken out of my hands here through sheer incompetence on the part of BetMGM to handle basic transactions and record keeping.

  
  Regards,
  
  *** ******

  Business Response

  Date: 07/16/2025

  BetMGM investigated the patrons complaint and remain firm in our decision.    
  
  All reasonable means to resolve the complaint with BetMGM Ontario online have been exhausted and the patron has been advised of the resolution multiple times. 
  
  The patron can file a patron dispute/patron complaint with ******* Ontario by contacting them at:****************************

• Initial Complaint

  Date:06/29/2025

  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.

  I signed up for the BetMGM casino app, verified my identity and made 1 or 2 deposits and began using the app for about a week. After accumulating about $300 in winnings my account was abruptly suspended. Ive contacted their customer service team on at least 9 different occasions and no one seems to be able to tell me why my account was suspended or why Im unable to withdraw my money from the account. I requested that they send me a paper check but they keep telling me that they are unable to and that theres a special department that handles these type of account issues and my case will be handled by that department and I should receive an email with an update on how to resolve this problem, that was a year ago! I simply want the money that is rightfully mine. North more. Nothing less.

  Business Response

  Date: 07/04/2025

  BetMGM appreciates the patron reaching out to us. 
  
  The patrons contact information listed does not match any registered accounts in BetMGMs systems. As not enough identifiable information is provided that correlates with an account on **********************'s platform, we are unable to address the patron's concern regarding their account. This is in accordance with our terms of service which states that we collect personal information in order to be able to provide and improve our services, conduct our business operations, provide services, and communicate with our players. You may find further information regarding our Privacy Policy here: *****************************************************************************************
  
  We encourage the patron to contact BetMGMs ************* Team directly at ************************************* to update their registered account information. 
  
  Additionally, please note that per section 4.11 of our terms of service, all payments will be made as soon as reasonably possible, although there may be delays due to any security review undertaken by BetMGM. This information can be found here: *******************************************************************************
  
  If anything else is needed, BetMGM will be happy to help. 

• Initial Complaint

  Date:06/26/2025

  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 am writing to file a formal complaint against BetMGM Casino regarding their unreasonable and overly restrictive withdrawal verification process, which has prevented me from accessing my rightful winnings. Despite my repeated efforts to comply with their verification requirements, BetMGM has failed to process my withdrawal, causing significant frustration and financial inconvenience.Details of the Complaint:On June 25, 2025, I attempted to withdraw my winnings from my BetMGM Casino account (Account ID: *****************, Transaction ID: ******************. I was able to deposit funds into the app and place bets without issue, indicating that my account was functional and accepted by BetMGM. However, when I requested a withdrawal, BetMGM required identity verification, which I promptly provided by submitting a digital copy of my government-issued ID.Subsequently, ********************** requested an additional photo of me holding my ID to verify my identity. I informed BetMGM that I recently lost my physical ID and am awaiting a replacement, which will not be available for approximately two weeks. To address their verification requirements, I provided the following alternative documents to confirm my identity:A copy of my bank statement (showing transactions with BetMGM) Front and back copies of my ID (digital copy) A copy of my birth certificate A copy of my Social Security card Despite submitting these sensitive and comprehensive documents, BetMGM has rejected my withdrawal request, stating that my identity cannot be verified. I find this response unreasonable, as I have provided multiple forms of government-issued and official documentation that should sufficiently confirm my identity. The inability to withdraw my funds, despite meeting these extensive requirements, suggests either a failure in BetMGMs verification process or an intentional delay in processing my withdrawal.

  Business Response

  Date: 07/04/2025

  ** appreciate the patron reaching out to us.  
  
  BetMGM directly contacted the patron via email on June 30th, 2025, advising to their account status and what is to occur with the funds. If they would like further information on BetMGMs account policies, we ask they please review the link provided: Help - General Information - Terms of Service and Help - General Information - Privacy Policy BetMGM Pennsylvania Online Gaming services
  
  19. SECURITY REVIEW
  To maintain a high level of security and integrity in the systems used to provide the Services, ** reserve the right to conduct a security review at any time to validate Your identity, age, the registration data provided by You, to verify Your use of the Services, including but not limited to Your compliance with these Agreements and the policies of the **************** and to review ************** transactions carried out via the Services for potential breach of these Agreements and of applicable law (a Security Review). As such, You authorize Us and Our agents to make any inquiries of You and for Us to use and disclose to any third party ** consider necessary to validate the information You provide to Us or should provide to Us in accordance with these Agreements, including but not limited to, ordering a credit report and/or otherwise verifying the information against third-party databases. In addition, to facilitate these Security Reviews, You agree to provide any information or documentation that **, in Our unfettered discretion, may request.
  
  If anything else is needed, BetMGM will be happy to help.

• Initial Complaint

  Date:06/24/2025

  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.

  Never send up for this and it's taking money out of my account

  Business Response

  Date: 07/02/2025

  We appreciate the patron reaching out to us. 
  
  BetMGM has no record of prior communication regarding this matter. We ask that the patron reach out to our Customer Support Team directly at ************************************************************************* or via chat/phone support.
  
  BetMGM also recommends that the patron follows up with their banking provider for additional assistance. 

  
  We apologize for any inconvenience the patron has experienced and hope to be in contact with them via email or chat to resolve this issue soon.  

• Initial Complaint

  Date:06/18/2025

  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 deposited money in my account so I could place some bets while I was at the casino. An hour later BET *** accused me of fraud, deleted my account, and kept my money. Every attempt I made at reaching an actual human was met with an automated response telling me basically to take a hike. They refused to actually provide me with the service I paid for, and stole my money.

  Business Response

  Date: 06/26/2025

  BetMGM appreciate the patron reaching out to us.
  
  Please note the patron was found to be in violation of the following Terms and Conditions, https://help.ms.betmgm.com/en/general-information/legal-matters
  
  Section 5: Account identity and one-account policy
  Section 13: Account security and password confidentiality
  Section 14: Fraud, chargebacks, and prohibited activity
  
  As per our user agreement, BetMGM has closed the patron's account due to these violations.
  
  Additionally, the patron at no time was presented with an automated response from any involved customer service agents, and BetMGM has successfully refunded the patron's most recent deposit due to the account closure.
  
  If anything else is needed BetMGM will be happy to help.

  Customer Answer

  Date: 06/26/2025

  
  
  Complaint: 23489271
  
  
  
  I am rejecting this response because:

  I did not violate any of the rules  an accusation is not a conviction  

  Every time I tried to contact the business and talk to a real person to plead my case I was given the exact same responses with the exact same text  that’s how I know the response see were automated. At no time was my request to speak to a human  granted.

  they did refund my money finally.

  
  
  
  
  
  Regards,
  
  
  
  Michael Mathis

  Business Response

  Date: 07/01/2025

  BetMGM appreciates the patron reaching out to us.
  
  Unfortunately, the patron's account has been closed due to violations of the previously mentioned Terms and Conditions. BetMGM is unable to share any further information regarding the business decision to close the patron's account at this time.
  
  After further review of the patron's entire communication history with BetMGM, a total of 10 different communications were sent to the patron regarding their account's closure. While all 10 may have been similar as they all pertained to the closure of the patron's account, none of these communications were automated, and all 10 were different from one another and contained different verbiage from each previous communication sent.
  
  Additionally, at all times the patron was in communication with a real human as they mentioned, therefore their request to speak with a real human when made were already fulfilled.
  
  We apologize for any inconvenience the patron has experienced and if anything else is needed BetMGM will be happy to help. 

• Initial Complaint

  Date:06/16/2025

  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 decided to open accounts with various Sports books.I ultimately decided to go with a different company.Recently I wanted to plan a trip to ********* so I decided to try out bet *** because for every bet you get rewards that you can use towards a hotel stay in *********. I logged into my account and I deposited $10. It was a promotion going on so I deposited 25$ more but thats not the issue.I knew I wasnt going to bet that much money so I decided to try and withdraw some of that money and I also placed a couple bets. I went on about my day and when I got off work later on, I decided to check my bank account and realized that my withdrawal never went through.When I proceeded to try and withdraw it again, I basically got an error message saying that it was under review and so I called to figure out what was under review and they couldnt give me any information because it was and open investigation. I went online to see whats the possible cause of this and the most common was that my identification needed to be verified. I proceeded to look at what documents I could possibly send in and it gave me very little information so I sent in my license photo my own accord in which the app didnt give me any direction of how I was supposed to send it in in accordance with their security guidelines. After I sent it in, I get an email saying that my account was closed because my photo didnt meet their standards when I called they tried to say that my account was under review because they asked for that photo and it didnt meet standards which wasnt true at all. but yet they proceeded to close my account and keep my money so then I asked how would I get it off and what happens if I win a bet. They told me that I would be able to get that money off and if I was to win any money, they would withdraw it to my account on file and this has been going on for like three weeks now. They keep saying they pushing the withdrawal thru but Im still out of 80$.

  Business Response

  Date: 06/25/2025

  We appreciate the patron reaching out to us.
  
  BetMGM directly contacted the patron via email on 05/27/2025 advising to their gaming account status. If they would like further information on BetMGM's account policies, we ask they please review the link provided to see our right to restrict and close accounts from Sections 5, 13, and 14 of our General Terms of Services - *******************************************************************************.
  
  Regarding the funds in the patron's account, ********************** has already escalated this request to the relevant team for further handling and assistance. Unfortunately, this is still under review. BetMGM awaits more information from them in hopes to resolve this issue soon. In the meantime, the patron's deposit was refunded to their **** on file.
  
  If anything else is needed, BetMGM will be happy to help.

  Customer Answer

  Date: 06/25/2025

  
  Complaint: 23473338
  
  I am rejecting this response because: its not about my account being reactivated i just want the balance transferred back into my account. i have read the policies and I'm still confused on why it was closed but I'm past that at this point. once I receive the money that i owed i will then be satisfied and will no longer deal with this company. Thanks, have a great day

  
  
  
  
  Regards,
  
  ******* Blue

  Business Response

  Date: 07/04/2025

  BetMGM understands the patron's concern and appreciates their inconvenience regarding the current status of their funds. Please know that these matters involving patron balances are taken very seriously.
  
  At this time, in compliance with Regulatory and Company Policy, the patrons remaining balance is still being reviewed. BetMGM understands how important timely access to funds is and wants to assure that our Operations Team is working to resolve this matter as quickly as possible.
  
  For more details regarding the review process and related policies, BetMGM encourages the patron to refer to Sections 4.6, 4.9, 4.11, 14.2, and 20 of our Terms and Conditions, available here: *******************************************************************************.
  
  Once an update is available, the patron will be notified directly via email.