BetMGM Casino UK - Player’s winnings partially credited.

Hello there please check photo/screenshot.

I played casino game Money Cart 4.

TIME 01:06 17/07/2024

Stake 0.40pi

Totally accumulate after that round is

2665 !

That is 2665 x 0.40£ I win 1066£!

But add me only 106.60£!

It's casino issue please check screenshot time game and add rest winning money from this round it's 959.40£!

Please let me know what now with My winning money 💰

Thanks

It's email which I send and I not have any answer.

I add here thise screenshot/photo which I send

Please check and let me know if you can help me

Dear kowniak83,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with BetMGM Casino UK.

Please note no screenshot was included in your first post.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Have you contacted casino support and asked for assistance? What response have you received?
• Submit any supporting screenshots here and please let me know how the casino responded. Send emails or chat transcripts to my email at tomas@casino.guru

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hello Tomas

Yes I contact with casino support/live chat after that glitch and today afrer 8am no response I send You screenshot/photo on your email with all situation please check and let me know what You think and what now. Thanks Michal

Dear Michal,

thanks for your email.

the conversion of points to pounds shown on the screenshot is 1 to 0.04, and not 1 point = 0.4 GBP as you assumed in your calculations.

Therefore the amount of credited winnings seems accurate. Please let me know if there is anything else I might assist you with, otherwise I'll close the complaint.

Thomas not I get email and its 0.40 but write 10 possibly line ?? I ask about it and waiting for answer from department team I tell you it's casino glich.

Thanks for the reply

I am sorry but the conversion 1 point = 0.04 GBP is on the screenshot encircled in pink, which you provided earlier. Win 2265 points therefore amounts to 106,60 GBP which were credited to your balance. If you have a screenshot of another win that contradicts this assumption please share it here.

Dear kowniak83,

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.

Hello I still not have answers. Always said to me "now casino waiting for response from provider" after that casino send you email with answer.

And that is everyday.

Dear kowniak83,

After considering the information presented we concluded we believe the winnings from the bet were credited correctly, without any information suggesting the contrary the complaint will be closed for this reason. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into issues with any online casino in the future.