BetMGM Casino Ontario - The player's bonus was not credited.

I have been complaining about my 10 redemption which did not reflect in my account and all the response from their help centre chat and email are all.. frustrating.. my last email to them would describe said problem:

On Fri, Feb 10, 2023 at 17:30 Neil Seyer <neilseyer2@gmail.com> wrote:

I have been complaining since February 6,

2022.. I redeemed a $10 poker bonus but it did not reflect on my account.. my friend redeemed $10 for a casino bonus more than once and he got them both $10 each time to play with..

I have been asking help In your chat but all I got

We’re all release restriction related information. 

Which is implied on All the offered bonus available for redemption in the betmgm store, implying it’s bonus funds requirement before using it for other purposes such as casino or sport betting and before withdrawal of said funds giving its Release from it being Restricted from only one betmgm product(in this case from just poker)

Which only makes sense.. since you redeemed them from Betmgm store using hard earned points.. and what doesn’t make sense is what response I would get in chat to pay first before seeing the $10.. making the redemption of Hard Earned points useless. 

And what’s more baffling is all the negligent response from chat after bringing up what’s written by begmgm such as:

- The promo says "no deposit required";

- FAQ says "these rewards includes bonus funds for poker play";

- and betmgm store promo page says:

"Use your Poker bonus to play cash games or enter tournaments!

I surely hope you finally agree when I ask for the $10 to be compensated or just give me back my points.. I have been playing free tournaments giving movement to the promo page of the 10POKERSTORE.. not from any funds if you would check my history you will know..

Please and Thank you.

———-

please help casino guru

i will attach some photos that are taken from their site which is for public information aside from the purchase $10 poker bonus - redeemed with 800 hard earned betmgm points..

I will send them to casino Guru as soon as I figure out how to earn and earn some points..

thank you kindly and best wishes to you guys!

yours truly,

R.Reyes

Hello Neilseyer,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with BetMGM Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise how much point did the bonus cost you? When was the last time you claimed any free bonus? When was the last time you deposited? Is the casino still trying to resolve the matter or they decision is already final?

Looking forward to your answer.

Regards,

Nick

• the $10 poker bonus is worth 800 betmgm points
• That February 6, 2023 was my first claim as my account is fairly new
• i opened my account approximately Nov - early December of last year 2022. When I had my only deposit.
• The chat and email responses are mainly in regards to release restriction information.. I’m afraid they are just sticking up to someone’s first mistake of how they understood my problem.. ergo I would like to ask does my dispute make sense to you guys?

Hello Neilseyer,

Basically you redeem a $10 bonus for 800 points from the casino point store but it was not credited to you. Is that right?

You are requesting the casino to add the $10 bonus or refund the points.

nick,

you got it right, thank you but no thanks..

it seems you do really have to work harder and earn the $10 bonus you have already redeemed for 800 points.. before seeing the $10.. I have been playing free tournaments getting me to release almost $5 of the $10.

unfortunately their advertised "no deposit bonus", "comes with credit you can play poker games " does not hold up as to my extremely sad experience of working for a $10 poker bonus which I have already redeemed for 800 hard-earned points.

so guys, "buyers beware" redeem the casino bonus instead.. I haven’t tried it yet but it could most likely let you play poker more than the poker bonus instead, most likely after its 1xwagethrough..

Yeah nick, unless you guys can fix a false advertising of "no deposit needed".. nothing can be done after unknowing customers redeem a poker bonus with their hard earned points only to use their own funds before you get to see any of those poker funds you already redeemed!

still stings!

Common.. are you guys on their payroll? Perfect reputation with false advertising?

Hello Neilseyer,

Your complaint will be now forwarded to my colleague Adam (adam.m@casino.guru) as you did not receive a refund of the points or had the balance added.

Unfortunately, we can't consider it as a fake advertisement as it really does not require any deposit to claim the points. Of course there has a to be a way to accumulate the points (which is from deposits and play), but it is still considered as a free balance.

Hello Neilseyer,

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

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

Dear BetMGM Casino Ontario,

Can you please provide further information regarding the player's bonus and why it has not been credited?

Kind regards,

Adam

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.

Dear Neilseyer,

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 Ontario iGaming Authority (https://igamingontario.ca/en/player/player-support) and submit a complaint to them. The iGaming Authority has more options and tools to help players. Please let me know how they responded (adam.m@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Adam