BetMGM Casino UK - Player's withdrawal is delayed and account has issues.

Hello

I would like to lodge a complaint against BetMGM, as for over a month they have been doing everything in their power to avoid paying out my funds.

My account has been verified and I managed to make my first withdrawal without any problems. What remained in my account was essentially the net profit I had made on the funds I had deposited. After a while, I wanted to withdraw those funds as well, and that’s when the problems began.

BetMGM suddenly started rejecting withdrawals to my card, claiming that the bank was rejecting or not accepting these transactions. I contacted my bank about this, and they informed me that no transactions had been initiated on my card and that everything was in order.

When I asked them for ‘confirmation of the rejected withdrawal transactions or the acquirer reference numbers (ARNs) for the failed attempts’, they ignored my requests and never provided them.

I was forced to request a withdrawal to my bank account as the only viable option.

On 29 June, I provided them with my bank account details via live chat so that they could process the transfer manually; they ensured me that the withdrawal request had been received, and everything is fine so the funds should appear in my account within 10 working days.

I’d been waiting patiently until today for my pay, but my bank account still showed 0, so as the 10th was drawing to a close, I decided to get in touch with them.

To my surprise, I’ve just found out that the approved and processed payout, which was due to reach my account shortly, has been held up.

betmgm never sent me any information; if I hadn’t contacted support, I’d never have found out about it and would have been waiting like a fool.

This behaviour is disgraceful; as an excuse for holding up this withdrawal, they say I have to take a selfie for verification.

Given that my account had previously been verified (I’d sent my ID and proof of address and bank details) and I’d been assured that everything was in order with my withdrawal after it had been approved and processed – and I hadn’t been voluntarily informed by them of any additional verification being required – I completely disagree with this decision, and I will demand that my withdrawal be processed, as the additional verification was requested only after it had already been approved.

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Dear mhmset,

Thank you for submitting your complaint and for providing a detailed explanation of the situation.

I understand how frustrating it must be to discover that your withdrawal has been delayed without prior notification, especially after you were informed that it had already been approved and processed.

Please note that it is not uncommon for casinos to request additional verification at any stage of the customer relationship, even if an account has already been verified previously or earlier withdrawals have been processed successfully. Additional KYC checks, such as a selfie verification, are a standard security measure that many casinos may apply when deemed necessary. That said, clear and timely communication regarding such requests is also important.

To help us better understand the circumstances and determine whether there has been any unreasonable delay or mishandling, could you please answer the following questions?

• Have you already completed the requested selfie verification? If so, when did you submit it, and have you received any response from the casino?
• Is the withdrawal currently still marked as "approved," "processing," or has its status changed since the selfie request? Please post a screenshot of your pending withdrawal.
• Approximately how much is the pending withdrawal?
• Besides the selfie, has the casino requested any additional documents or provided any other reason for delaying the withdrawal?

I hope we will be able to help you resolve this issue. Thank you in advance for your reply.

Best regards,

Jean