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Hi there.

I have a lifetime ban with Leo vegas and there sister sites or any that work with the licence of Leo vegas.

I signed up with BetMGM after seeing them advertised on the TV thinking it was a fresh new solo company, i signed up, i managed to deposit large sums of money i have a serious gambling issue, mental health issues.

I had no idea they was a part of leovegas until now. I am totally horrified they even allowed this to happen! They have breached all terms of there licence. I therefore request all my deposits refunded with immediate affect.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

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

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

• Could you please confirm you have an active registration in the GAMSTOP self-exclusion scheme? https://www.gamstop.co.uk/
• Have you registered in the casino using the personal information included in the Gastop registration?
• Is your player's account verified?
• Is your player's account accessible, or was it blocked? When was it blocked?
• Could you please clarify during which time period you were able to deposit the amount specified in your complaint?
• Could you please share any recent communication with the casino discussing the issue? Send it to my email at tomas@casino.guru for review.

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

Best regards,

Tomas

Hi there,

I am not on gam stop a few years ago I had issues with leo vegas and all accounts was self excluded and unable to sign up, then I found bet mgm and managed to sign up in all the same details as i did on any leo vegas site.

I deposited large amounts within a few days period, no protection was put in place they have now shut down my bet mgm account and ignoring me.

Thanks for the explanation.

Kindly share the relevant communication supporting the fact that the casino should have protected you, such as your previous self-exclusion requests or self-exclusion confirmations.

If there are any responses from BetMGM, send them to me as well.

Send the information to my email at tomas@casino.guru for review.

Looking forward to your reply.

Dear Laura448,

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.

I have replied on your email.

Betmgm did not respond, just shut down my account. They failed me in every way possible.

Hello Laura448,

We would like to update you that due to Tomas, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Tomas has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Tomas will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thanks for your reply.

Please note that we are unable to confront the casino based on the information you provided.

First, make sure your Gamstop registration is active with information that is accurate and up to date. If the casino licensed under UKGC allowed you to play despite an active Gamstop registration, you need to contact them and ask for assistance.

Second, if there is an active self-exclusion from other online casinos, we will need evidence that this extends to BETMGM. Without similar evidence, there is no basis to expect protection in establishments other than the casino where you requested the self-exclusion.

Please let me know if you would be able to provide similar evidence to support your complaint.

My email is tomas@casino.guru

Looking forward to your reply.

Dear Laura448,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Tomas
Casino.Guru