BetMGM Casino UK - Pelaajan tili on jäädytetty.

Hello,

I have been playing consistently at this casino for months now. My account was automatically fully KYC verified and no documents were ever requested from me, nor any other issues. Around 5 days ago I won 370 on the casino and requested a withdrawal. Out of nowhere (and with no communication from their team) my account was suspended "It looks like your account has been suspended after a Safer Gambling review." I only discovered this when trying to log in as I had not been notified.

I have contacted the casino both through live chat and email and no one is able to tell me why my account is suspended nor provide any reasoning for why its taking this long. It has been 5 days and nothing of not from their end, I still sit here with empty pockets and an account I can't access.

I want my money and I do not believe they have been honest or efficient in this process, I appreciate your help.

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Dear walkemdown1,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue you are experiencing.

To better understand the situation and assist you as effectively as possible, I would like to ask you a few questions:

• Which games did you primarily play (slots, live casino, sports betting, etc.)?
• Were your winnings accumulated while using an active bonus, or without any bonus?
• Do you have any supporting evidence, such as screenshots, emails, or transaction records, that could support your case?

Providing these details will allow us to assess the matter more thoroughly and determine the most appropriate course of action.

Thank you very much in advance for your reply. I look forward to assisting you further.

Best regards,

Petra

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

Dear walkemdown1,

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,

Petra