BetMGM Casino UK - Player experiences account restrictions and lack of communication.

This company is breaching UKGC rules. They have not responded to my multiple demands to speak to their responsible gambling team for the past two weeks.

I have demanded to speak to the said team because every few days my account becomes restricted just for playing. Earlier today, I spent £250 and wagered over £600 on a slot which earned me 3 BETMGM rewards spins. I didn’t use the spins because I felt sleepy and when I logged in later, my account had been restricted again meaning I cannot use my spins. I have attached the page which says to contact their responsible gambling team.

I have demanded to speak to this team many times on the live support since two weeks ago. Today I was told my case needs to be reviewed before they contact me… the period of time they have had to do this is already too long.

I am writing this not to claim anything, it’s the fact I want this company shut down for what they are doing - using the rules to their advantage to cheat people and not operate responsibly.

I have informed the UKGC of what they are doing since this morning and made BETMGM aware that I have done so.

Hello AQS2023,

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

Could you please advise if your account is already verified and if yes, since when exactly? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about? Did they explain those account blocks in any way?

Looking forward to your answer.

Regards,

Nick

If you read their responses to my email telling them about this constant restricting of my account, you would laugh. They have not got a clue what they are doing.

The account is automatically verified via KYC, they have never contracted me for anything else which is hardly surprising. You can’t even speak to their responsible gambling team even when you demand to so them not doing so automatically isn’t going to happen.

I am convinced they won’t contact me today as well. They just have no clue what they are doing and should be shut down as a result.

I was playing with cash. I could have redeemed the spins but I was too tired bother and they jumped in and did their usual account restricting while I was asleep.

They still have not contacted me. I tried to log in just now but couldn’t. I was going to tell them that I’ve still not been contacted.

I am sure they don’t actually have a responsible gambling team now. You need to expose them and get them shut down.

BetMGM have just emailed me confirming that I have self excluded when I haven’t! All I asked was to speak to the responsible gambling team due to the restrictions yo-yoing on and off my account and causing me to lose the bonus spins I had earned.

This proves beyond all doubt that they have NO responsible gambling team.

This company MUST be prevented from operating in the UK. It is absolutely reprehensible how they have behaved and still not provided any actual contact for me to discuss the issue with them.

Hello AQS2023,

Can you please forward the communication between you and the casino to nikolas.b@casino.guru? Can you please advise if you ever excluded yourself in any UKGC licensed casino?

I have not barred or self excluded my self from any UK online or land based casino.

BetMGM have falsely claimed that I self excluded when all I said was that I demand to speak to the responsible gambling team as that’s what it said to do in the screenshot I provided.

I will forward the emails tomorrow as I am very busy today but you need to understand that they did this because they don’t have a team for responsible gambling. They closed my account to avoid exposed but I have already told them I contacted the UKGC for breach of the rules. This is simply their ‘revenge’ for me reporting them.

I have forwarded 3 email threads, have you received them?

Hello AQS2023,

Can you please clarify to which and from which e-mail did you forward it as I could not locate any e-mails from you?

I think I missed the . in your email so I’ll try again now.

Hello AQS2023,

Can you please advise if you had any remaining real money balance on your account when it got close? As long as not, the casino had right to close your account without basically any reason given.

No cash but they took away my 3 rewards spins.

The point is they are saying I self excluded when I did not.

Hello AQS2023,

Unfortunately, as long as you had no remaining balance left on your account, the casino had right to close your account without any reason given and there is nothing we can do against it.

Is there anything else we could assist you with?

They stole what I earn which could be converted into cash and cost £600 to earn and they falsified a self exclusion! That’s all fine by you guys!? Pretty obvious what’s going on here then…

Hello AQS2023,

Unfortunately, we do not consider "could be converted" to be real balance and as you had no real money on your account, they had right to close your it without any reason given.

I'm sorry that we could not be more of a help but you can still try to contact the UKCG in order to resolve the issue as they have higher authority above the casino.

Best regards,

Nick

Evade the point about them falsely stating I self excluded, Nick. Clearly you’re sponsored by these scumbags.

Everyone reading this needs to know that it is crystal clear that the Leovegas/BetUK/BetMGM group is paying Casino Guru to defend them.

I wrote to Nick with all the details he requested and he still cannot even comment on why they falsified my self exclusion.

This is a very dirty company and CASINO GURU is taking backhanders from them. There is no other explanation.

Hello AQS2023,

Every casino may self-exclude a player if they detect the sign of gambling problems and even if you did not show any, they may close your account without any reason given if you had no balance there.

We will be now closing the complaint as it has been explained multiple times throughout the complaint.

Best regards,

Nick