MGM Vegas Casino - Player wishes to close his casino account.

I have been having issues with lagging slot play and overspinning reels. After sending several emails to support about this issue I finally received a response from them. The told me to make a video of my issues with the slots. I took a few videos and I sent them in replay on their email. I sent 2 videos with a youtube link to my account and I also resized them smaller in a MP4 files. They first responded and said they did not allow links to 3rd party websites. I spoke to chat a few minutes ago and told them i also sent it reduced in size from my email. Ryan a casino rep said they cannot open those mp4 because they are too large. So here I am trying to correct an issue and no matter what I send them they can't view it. I then told Ryan to close my account. Ryan replied and said send your ID front and back to support and they will close my account. I said I do not send sensitive documents to close a casino account. I only send those type of documents for withdrawals incase I win. Ryan never responded back. I refuse to send my ID to close a casino account.

Dear zena5755,

Thank you very much for submitting your complaint. I understand your concern about providing personal data if you didn't request a withdrawal. However, casinos need this information to verify that it is really you who wishes to close the account and not a third-party acting on your behalf. I recommend providing those documents if you wish to block your account.

Please let me know if this advice was helpful or if we need to intervene. Looking forward to hearing from you.

Best regards,

Petronela

In my profile on their casino site all it shows is my name address phone number and birth date.

My ID drivers license is very sensitive. To prove my name and address. Why not just my utility bill.

This has my name and full address.

And i'll add my birthdate.

I will not send my driver's license. I only do that if I am a winner and looking for a withdrawal.

I have closed accounts before and I never needed to give personal documentation. All I needed to do is give just my name, my address, my birthday, phone number to a chat representative not a picture I'd with sensitive numbers and bar codes.

They don't ask for this to play there like some casinos do but to close your account they need it?

that's ridiculous.

And to top it off I only deposited once. Lost and had a terrible time.

And I even tried to help them solve their over spinning problem. I sent to youtube.com links and two MP4 videos.I am not the only one complaining of this, read some of the reviews.

Dear zena5755,

If you believe that the fun mode and the real money mode are set differently, first of all, please do not play anymore. If you wish to keep your casino account opened and proceed with this case, please forward your game history and we can check the RTP. Thank you in advance.

I sent you an email with my game history.

Thank you very much, zena5755, for your game history. We have checked everything thoroughly but sadly, we didn't find anything suspicious.

Return to player(RTP) ratio, also called payout ratio is a number that describes what percentage of each bet is statistically returned to a player from each bet (it is not saying what percentage of deposits the player will get back as some people may think). So if someone wagers 1000$ on a game with 90% RTP his expected return is 900. There are some facts about RTP that we would like to highlight.

First of all, this expected return is just a mathematical average. In short, anyone can get very lucky (or unlucky) and get a much bigger (or lesser) return than his expectation. However, if you play for a long time, your real return will be close to the expected return. In mathematics, this is called the law of big numbers. Many people wrongly believe that this means that if someone was very unlucky during some time period that he should get very lucky over the next period of time. Or that if the red number won on roulette ten times in a row, there is a bigger chance that the black one will win next. This is called Gambler's fallacy and it's not true.

Past results have no influence on future results. The law of big numbers is saying that if you get very unlucky in the past you can expect to get average results in the future (you would have the same expectation if you get good or average luck in the past - what happened in the past just doesn't matter in the present). And this average result will give you closer to the average result overall. For example, if red won on roulette 8 times of 10 in the first ten spins and then 5 times of 10 in the next ten spins, it's overall 13 times out of 20 which is much closer to theoretical expectation than 80% wins for red from first ten spins.

If you want to learn more about RTP we recommend you watch our videos about this topic:

https://www.youtube.com/watch?v=s0rVhAZL1-E

https://www.youtube.com/watch?v=s9fzMDzadtA

I wish I could be of more help. Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

Hi, I was not complaining about the Return to Player. I was complaining about the lagging slow overspinning reels

in real mode then in fun mode as shown in the videos I sent you. Didn't you see a difference in the time it took for the reels to stop in real mode? I think you misunderstood my complaint.

I decided to try again and see if the management repaired the slow spinning slots. They repaired nothing it still does it, so I went to another casino that had the exact same games and played them on my same device and there were no issues. IMO they have the speed of the slots set to slow. Low RTP and RNG ?? which to me doesn't allow the player any choices and makes it harder for the player to win anything. You cannot use the stop button because it is disabled while the reels spin and only works for a split second just before the reels finally stop. At other casinos as soon as the reels begin to spin the player has a choice to use the stop button immediately or wait to the reels stop by themselves. The reels shouldn't spin more than tops 3 secs. Very unfair casino

I'm not playing here.

As for my account closure, I will send my cable bill. It shows exactly all my information that you have in my profile on your site.

I understand that you wish to play in a different casino. As I mentioned earlier, we haven't found anything suspicious in the RTP setups.

I wish I could be of more help. The least I can do is to keep this complaint open till your confirmation that the account was successfully closed. Please keep me informed about any further developments.

Again I never complained about the RTP even though the slots are very tight. I was complaining about the speed of the slot reels spinning slower than usual. If you look at some of the reviews on casino guru's site under MGM you will see some other players complaining about the same thing that I am complaining about. How long the reels take to stop.

So lets forget about that.

I would like to keep my complaint open because as I stated before. When I opened this account I filled in my name, address, birthdate, phone number and email address. I never gave them my ID with my picture. I am willing to identify myself with my cable bill as a form of identity. It has my name, full address. I will add my birthdate, phone number, email address so they can see that I am who opened the account with them. No one can have this info except me. I WILL NOT SEND MY ID UNLESS I WIN HERE AND THAT WILL NEVER HAPPEN WITH THEIR SLOW SPINNING SLOTS. Please invite the casino representative in and ask him where to send my cable bill for account closure.

Thank you very much, zena5755, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello zena5755,

I'm Michal, and I have taken over your complaint. I have reviewed your case, and I have checked the Thai Blossoms slot game and I have not noticed any big difference between free play and real money play. Just a heads up, the game speed (reels spin speed) can be changed in the game options as shown here:

I do have to agree that sometimes the slot reels spinning takes a bit longer, but that was random and it's probably because of the game algorithm. Anyway, we haven't found anything suspicious so there is nothing we can do about it, only the game provider can. You can contact Betsoft if you wish, as they are the game provider.

We would like to invite MGM Vegas Casino to join the conversation regarding the account closure/Self-exclusion issues.

Dear MGM Vegas Casino,

If a player requests to block their account, this should be done ASAP. So all the details the player already provided when opening their casino account should be sufficient for closing their account. Why do you require the player's ID to block the player's account?

Hi Michal,

We need an ID verification before we can close a player's account because frequently, users contact us and protest that they had nothing to do with the closure of their accounts. In order to prevent this, we have made it mandatory for players to provide ID verification before they deactivate their accounts.

Kind Regards,

MGM Vegas Casino

Thank you for the response, MGM Vegas Casino.

Your answer makes sense, but in this case, the player clearly requested the account closure via email (I assume it's the same email that the player used for registering) and on our complaint forum as well, so this could be considered proof of a closure request. There is no withdrawal, so no KYC or AML process needs to be done. The ID requirement is unreasonable in this case. As the player wrote, he is happy to provide a utility bill. You already have all the contact details, so the account closure should only take a couple of clicks in your system.

Hi Michal,

According to the player's request, his account has been closed.

Regards,

MGM Vegas Casino

Thank you for the response, MGM Vegas Casino.

Dear zena5755,

Can you confirm that your account at MGM Vegas Casino is closed? Can we consider your complaint to be resolved?

Michal, I confirm that my account at MGM is deactivated.

Thank you

Zena5755

Dear zena5755,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Michal

Casino.Guru