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

I understand that the KYC procedure is mandatory, but my account was fully verified at the time I submitted my withdrawal request.

I filed this complaint solely because I was informed that my withdrawal had been approved and processed, yet I was not notified—even though it was already in the processing stage—that it had been put on hold.

Since my withdrawal was being processed at the time and no additional verification request was made, I believe I should receive my money, regardless of the fact that it is currently pending additional verification.

I can no longer check the status of the withdrawal, but I haven’t received any email about its cancellation, so I assume it’s still being processed. Amount: 1,756 pounds ~

They didn't ask for anything other than a selfie

I attempted to complete selfie verification however after the outcome I assume it is done on purpose to avoid the payment of my winnings.

I took selfie with passport- got rejected due unknown reason

I took selfie with driver license- got rejected due unknown reason

I contacted live support in that case, they told me I have to take a photo with document in hand

I did that and also verification was completed successfully however rejected due unknown reason.

If you follow how the history looks from the begin it is obvious that betmgm doing literally everything to avoid paying out my withdrawal.

Hello

I had the impression that I had fallen victim to deliberate fraud on the part of betmgm, and today I found out the outcome of this matter.

I received an email informing me that my account had been closed and my balance forfeited (stolen).

This is really unfair – I felt that they wouldn’t let me withdraw my funds, even though I had acted correctly and in good faith.

Thank you for the update.

I understand that the situation has now escalated significantly, as the casino has closed your account and confiscated your balance. Before we contact the casino, I would like to conduct an independent review of the verification process and the documents involved.

Please send all documents and evidence that you submitted to the casino to jean.s@casino.guru, including:

• All identity documents you uploaded (passport, driver's licence, etc.).
• All selfie verification photos you submitted.
• Any confirmation messages or screenshots showing the verification attempts and their outcomes.
• The e-mail informing you that your account was closed and your balance was confiscated.
• Any other communication with the casino related to the verification process.

This will allow me to independently review whether there were any apparent issues with the submitted documents or whether the verification requests appear to have been handled appropriately.

Hello, I’ve sent you an email.

Dear mhmset,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Martina, (martina.b@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Jean

Dear mhmset,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite BetMGM Casino UK representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case?

Thank you in advance for providing the information.