BetMGM Casino UK - Player’s account has been blocked after winnings.

DO NOT USE THIS COMPANY, I won £3000 fair and square they then block my account when I try to withdraw £500 of it , then email me asking for a gamstop registration certificate as I was on gamstop , but I’ve been removed of it ! They now are refusing to give me my account back even though gamstop are sending them a pdf of my expired gamstop certificate, absolute thieves I will be taking this to every review site and to gambling commission this theft can’t happen

Dear dannybarter,

Thank you for submitting your complaint, and I'm sorry to hear about the issue you're facing. In the past, we have handled GAMSTOP-related cases, but we have received guidance suggesting that it is best for players to directly contact GAMSTOP. Regrettably, we are not privy to the specific procedures and methods GAMSTOP employs to verify eligibility for refunds among registered users. While we have our own self-exclusion procedures, GAMSTOP operates independently and employs its own set of criteria, which we are not acquainted with. Consequently, it is beyond our ability to assess such cases.

If there are any further developments regarding your case in the future, please don't hesitate to contact me at petronela.k@casino.guru, and I will update this thread accordingly. Once again, I wish we could offer more assistance.

Kindly inform me of your preferred course of action.

Best regards,

Petronela

Hi I have already spoken with gamstop

Rachel (GAMSTOP) 

15 Jan 2024, 15:01 GMT 

Dear Danny, 

Thanks for your email. 

You'll need to discuss this with the gambling company directly as GAMSTOP are unable to assist when the exclusion is not as a result of a GAMSTOP registration.

Best wishes,

GAMSTOP

Hi dannybarter,

• Can you kindly provide a copy of your expired Gamstop registration?
• Have you previously notified the casino about the potential for gambling problems, and was your account directly self-excluded within this casino?
• Did the casino inform you about any ongoing refund process, or did they solely block your account, void the winnings, and forfeit the deposited funds?

If there's any relevant communication please forward it to petronela.k@casino.guru.

Thank you.

Dear dannybarter,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.