BetMGM Casino NJ - Player encountered a technical glitch.

The casino had a glitch where the app crashed when I did a $4,800 net leaving me unable to physically view the results of the roulette round.

Very upset regarding this and their lack of care and lack of community reslly

upset me.

Dear robbiej18m,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please allow me to ask you additional questions.

Are you able to access the game history from when the incident happened?

Was the bet you made subtracted from your casino balance?

Could you please explain what the disputed amount ($4,800) represents in this case?

Looking forward to hearing from you.

Best regards,

Tomas

I cannot bevause I am unable to access the app anymore.

Yes the balance was subtracted even tho I never got to see any roll as the app crashed and it wasn’t my internet. I run a IT company and I have THE BEST internet in the country I’d bet money on it.

the disputed amount represents the balance being gone despite me not being able to see the roll. I still don’t know what happened to it the $4,800 was the bet.

I bet alot and I don’t care if I lose but I wanna see the roll.

very very scammy of them.

Could you please explain why you can't access your account? Was your account blocked? Was there any explanation from the casino about why you can't access your account?

Hey Tomas my account is blocked cause I tried to dispute the original deposit of $1,800 due to the glitch and then unwilling to assist theirfore they banned me and have refused to assist my issue.

Before we try to contact the casino, could you please forward any relevant communication (emails, chat transcripts) to my email address at tomas@casino.guru?

I'll look forward to your reply.

Hey Tomas I can’t access any emailed transactions all communication occured on their platform.

Hello?

Thanks for your patience.

If you dispute your deposit by requesting a chargeback, you will void your winnings in online casinos.

This might also cause you problems in other online gambling establishments in the future.

In case there was a technical issue during the time a bet was made, it would be reasonable to expect the amount of the bet to be returned to you and the bet to be void, regardless of the outcome.

Could you please advise if the amount you bet was returned to you? Could you please advise if the casino attempted to return you remainder of your funds?

Please understand, that without any supporting evidence, we can’t proceed further with this case as it would be close to impossible to confront the casino.

I'll await your reply.

Yes the dispute was removed o nah end but the casino has not attempted to return the bet for the technical error.

Thank you very much, robbiej18m, for providing the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@casino.guru) who will be at your service. However, I would like to warn you that it seems to be a common practice of BetMGM Casino NJ to ignore us completely in our attempts to mediate any kind of issue. Regardless of many unresolved complaints marked "No Reaction Policy", we keep on trying.

Thanks I will also CC my legal team on this as I’m planning on taking legal action. If that’s ok.

Against them. Not you. If they fail to respond to our efforts to amend the situation.

Hello robbiej18m,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite BetMGM Casino NJ to join the conversation and participate in the resolution of this complaint.

Dear BetMGM Casino NJ,

Can you please provide any reasons why the player's account has been blocked and why the player's funds have been withheld?

Kind regards,

Tomas

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Smh

Dear robbiej18m,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

In the meantime, I recommend you contact the New Jersey Division of Gaming Enforcement (https://www.njoag.gov/contact/file-a-complaint/) and submit a complaint to them. The Gaming Authority has more options and tools to help players.

Please make sure that you have contacted BetMGM Customer Services first! (formalcomplaint.nj@betmgm.com).

Best regards,

Tomas