BetMGM Casino Ontario - Player has been asked to provide documents for additional account verification.

So my account is blocked from playing at this casino.

After speaking with their agents, im told I need to send more documents for verification.

My account here is fully verified. I have recent confirmation from this casino.

To add to this issue I’ve been notified by this Casino that my personal information has been compromised and that there is a breach in their security.

Yet they want more documents from me? But my account is fully verified ???

my bonuses are expiring and this is a real shame

Dear oskarzbroja,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that it is a common procedure for casinos to audit players’ accounts. From our experience, it may take 14 days, but every casino is different and has its own procedure which needs to be followed. That’s why we advise players to be patient and fully cooperate with the casino.

Could you please advise how was the additional verification justified? Has any of your sensitive information or depositing method changed recently? Lastly, how much is your active balance now, please?

I understand that it might seem like a lot of questions, but all the requested information is essential if we wish to proceed with this case. Thank you very much in advance for your reply.

Best regards,

Petronela

There was no justification,

I simply logged on and opened a game to be told there’s an issue with my account. Contact support.

i contact them and they want all these documents. Which makes no sense considering I’m fully verified.

Im leery sending more documents considering their security breaches, and looking upon their terms it doesn’t state that:

" We guarantee that your documents will be stored in a secure database and accessed only by a specialized team. Document verification typically takes 24 to 48 hours. "

Which clearly the storage of my documents was not secure.

my depositing and withdrawal methods have not changed. My personal info has not changed.

I have a balance of 125$ currently

Ive lost at least 280 free spins due to expiring bonuses since my account got limited.

Thank you very much, oskarzbroja, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Dear oskarzbroja,

This is Tomas, and from now on, I will be assisting you with this case. Now I would like to invite BetMGM Casino to join the conversation and participate in the resolution of this complaint.

Dear BetMGM Casino,

Could you please provide some more information regarding the player's compromised information? What exactly has caused the security breach? It is possible to share the data directly here, with your reply, or by sending them to my email address (tomas.k@casino.guru).

Thank you in advance for providing the information.

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.

Everyday I get 20 cleopatra free spins… and many other perks. But cannot play them.

I have on top of that a $100 holidays bonus which expires today.

$25 casino bonus which will expire in 7 days

I cannot play any of these bonuses, because the casino won’t allow me to play by locking me out. Also now they don’t respond to this complaint ?

I guess BETMGM’s perfect reputation is not what it seems….

Since we haven’t received any response from the casino regarding the issue, we are forced to close the complaint as ‘unresolved’. This will affect the overall rating of the casino. I understand this isn't a satisfactory solution to your issue however, the decrease in rating caused by unresolved complaints could change the casino's approach.

The casino can reopen this complaint anytime.