MGM Vegas Casino - Player's winnings were confiscated.

i take the no deposit bonus and I do the verification as they asked me. I play and complete the wagering requirements and when I try to withdraw, the support told me that this bonus is prohibited to me and the money can’t cashed out. Also, another support agent, told me that this casino is restricted in Greece. I think this casino is a scam.

Dear kotsios56,

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

I checked the website and there is no indication that there is any limitation on the website regarding Greek players.

Could you please indicate if you can still access your casino account? How long were you a player in the casino?

Was the no-deposit bonus you played a registration welcome bonus in the casino?

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

Best regards,

Tomas

το μπόνους χωρίς κατάθεση, ήταν μπόνους καλωσορίσματος όπως αναγράφεται στο site. Το ποσό των 150€ πιστώθηκε στον λογαριασμό μου και έπρεπε να κάνω τζίρο 4500€ ώστε να είναι αναληψιμο. Καθώς Ολοκλήρωσα τον τζίρο, έκανα περίπου 6000€ τζίρο και αυτό μπορούνε να το δούνε από το casino, ρώτησα 2 εκπρόσωπους για να κάνω ανάληψη το ποσό των 1700€. Η απάντηση του ενός ήταν ότι το ποσό αυτό δεν θα γίνει ανάληψη του, καθώς δεν ήμουν δικαιούχος του no deposit bonus, μιας και είμαι παίκτης από Ελλάδα.

Η απάντηση του δεύτερου ήταν ότι το casino είναι restricted για παίχτες από Ελλάδα, κάτι που όπως είδατε και εσείς, δεν ισχύει. Πρόσβαση έχω αλλά στο καζίνο δεν κάνω κατάθεση καθώς είμαι βεβαίως πως ανάληψη δεν μπορεί να γίνει. Όποτε καλό είναι να αναθεωρήσετε την κριτική σας, διότι το καζίνο είναι ψεύτικο

Thanks for the explanation.

Before we confront the casino, could you please forward all the relevant communication between you and the casino to tomas@casino.guru?

Alternatively, you can post it here. Thank you in advance.

the communication deleted from them as I cannot take it.

Thank you very much, kotsios56, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hi kotsios56,

I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite MGM Vegas Casino to the conversation to participate in the resolution of this complaint.

Hi Peter,

Greece players are welcome to play at our casino for fun utilizing welcome bonuses, but they are unable to cash out when doing so. Only when a game is played on deposit may Greek gamers cash out their winnings. Additionally, the player does not have enough money in their account to cash out in accordance with the terms and conditions when a player uses a welcome bonus, the bonus balance should be maintained in the account balance; given that this player has redeemed a $150 free chip bonus and the maximum cash out for welcome bonuses is $100, the player needs to have $250 in their account.

Kind Regards,

MGM Vegas casino

Dear MGM Vegas Casino team,

Thank you for your reply. I have a couple of questions for you:

1. How does the player know that the Greek players can't cash out from the welcome offer? Correct me if I'm wrong but this information isn't mentioned anywhere.
2. The player stated that they requested a withdrawal of 1700€ so I believe they had enough money in their account right?

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hi kotsios56,

Unfortunately, it seems that the casino stopped responding entirely. I’m afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to respond and change its position, we will reopen the complaint, and you will be notified by email. I am sorry I could not be of more help on this occasion.

Best regards,

Peter