BetMGM Casino UK - Player's unable to complete verification.

I have been using BetMGM for a number of weeks and checked before my first deposit and it showed I was fully verified. I then made my first withdrawal of £400 and my account was locked and ID requested which was fine, I managed to upload my proof of address and PayPal but when it came to taking a Live Photo of my photo id my device kept crashing. I have tried everything from turning my phone on and off, clearing cookies and using different browsers. I have contacted BeTmgm and they have been so unhelpful and basically just said I need to use another device however I don’t have access to another device as my partner doesn’t have a smart phone and my daughter lives far away. I have offered to email a photo of my ID but they will not accept this and have basically said they are withholding my winnings. This is unfair. I believe they shouldn’t be asking for ID as a condition for withdrawal when they could have reasonably asked before this however I am happy to provide evidence but they are not offering me any solutions

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Dear Sal1968,

Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention. To help me fully understand the situation and assist you as quickly as possible, could you please answer a few brief questions?

• Do I understand correctly that the only concern at this time is related to taking the live photo?
• Would you be so kind as to create a screen recording showing how you try to take the live photo? This would greatly help us understand the specific issues you are experiencing. Please forward it to kristina.s@casino.guru.
• Have you successfully provided all the requested documents, and have they been verified?

We will do our best to resolve this issue promptly. Thank you in advance for your reply.

Best regards,

Kristina

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Sal1968,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Kristina