MGM VEGAS CASINO SUPPORT AND COMPLAINTS THREAD

Hello Aileen Dodge,

We are sorry that you had such an unpleasant situation with this Casino.

We will ping Casino Rep in order to get more detailed information about this matter.

Keep an eye on this thread for any update.

Thank you.

So what they're going to just make up shit right when I had $1,500 in my account this whole time till a couple days ago and then they're going to make this shit up. Lol this is hilarious. I emailed him and told me to show me the bonus description with that in it cuz I know that's made up I would never click on a bonus I said that! I can't believe how far out of his way he went Hershey who knows who it is to not pay out $150 no deposit bonus code. Do you see what they say they say that this is almost a 250 free chip bonus so I will need to have $250 in my account no it's $150 free chip bonus which I had 3,000 in my account at the initial withdrawal deduct money for what it's your this is crazy

He must not realize that I'm from here and I got the bonus code from here to where you can see he's making stuff up lol smh

Are you guys really going to let these people stay on here and do this? No red flags no nothing I don't know how does this work this is new to me I've never had a casino do this !!! And let everybody know I mean they got to know I was posting this I mean I can't believe they're that ignorant but yet they just prove me wrong. Oh and by the way the withdrawal request only let you put in $100 even says when you try to put more in says you have $100 Max cash out that's crazy I'm dumbfounded

And look what these guys did they took out the rest of the money that was in my account and only put the hundred back so how does that make any sense. Wow lol cuz like it originally said and there's policies and stipulations which $100 will be deposited to me in the and then the any extra  will be deducted out of my account . said it was canceled for lacking / wrong data

Hello Da1Lokker,

We are very sorry that you are facing such a problem in this Casino, and that you have a negative experience. We will contact them once again regarding your case in the hope that you and we will get a quick answer, and that this problem will be solved as soon as possible.

We will keep you informed.

Thanks for understanding.

Hi Da1Lokker,

I do understand your displeasure. We received your withdrawal request on April 4, 2023. According to our terms and conditions, any bonuses provided to the player will be deducted from the account balance prior to releasing any eligible pay out amount. Since your withdrawal request was authorized, a bitcoin address has been requested by our payments team. However, you played the games during the withdrawal procedure and drained your account balance. Your withdrawal was thus cancelled.

Thanks for the advice and I have finally learned to use Bitcoin though sometimes it is a PITA remembering to purchase it.  I have decided though to convert my fun account over to a bitcoin account whereas the withdrawal from casinos is faster once validated with less hassle from the bank.  And you know in this country the rich get richer and the average citizen foots the bill.  And that is the only way to get around paying the bill twice for everyone else!!!   

Chances are I won't gamble at this casino again due to the VERY BAD CUSTOMER SERVICE.  That being they do not offer direct phone support and I don't believe there is any reason in the world why an online casino wouldn't offer direct customer phone support.  My intuition gets peaked when there is no direct phone support for an online casino and causes me to question the valitity of that casino. (That's what I have learned since I began gambling online these past 15 months or so) 

I hope your issue is resolved with this casino. I hope someone there gets it through their head that when it comes to screwing with a person's money it is an incredibly stressful situation, so I totally sympathize with your situation. 

So I realize it has only been a day since I made this complaint to Jennifer. However, I brought this to the attention of the casino weeks ago.  So, I must ask exactly how much time it should take for this large well-funded casino to investigate and return these fraudulent charges to my bank account.   I sent all the information they could possibly require to track these fraudulent charges. (That is of course if they have only one sent of financial ledgers they use for this business!)  And see that this processing company they use did in fact charge my bank account 3 times for one deposit.   This truly makes me think this casino could be not so financially secure especially if it must rely on overcharging customers that make the mistake of depositing and playing at this casino.    

Anybody have an answer? 

Seriously,

Aileen M. Dodge

Dear Aileen,

Our staff has asked you to provide your bank statement ever since your first transaction that is from 12th March, 2023 at our casino since we have only received one deposit transaction from you. Please email us a copy of your bank statement so we may review it and assist you. Additionally, we do value our player's and prevent from overcharging them without justification. Please email us a copy of your bank statements so we may look at them and assist you.

Kind Regards, 

MGM Vegas Casino

I did supply you with the proper bank statement.  The company you use to process transactions must take whatever time it desires to file the transaction with the bank for payment. And YES, I did block out information on my statement that this casino does not have the right or need to know.  I have again sent the same statement and have highlighted the dates you are so interested in which show on the 12th of March there was only one debit transaction that occurred on my account, and it was for 500.00..  I have highlighted a number of dates on transactions that are currently blocked out because those transactions are private and this casino, as I stated previously, does not have the need or legal right to know.  I have also sent you the copies of the 3 emails you sent indicating you have debited my account 3 times for the same deposit all of them have the same transaction code on them.  Let's cut to the chase here.  STOP TRYING TO GET OUT OF THIS ERROR!!!  NO ONE IS PERFECT! NOT BY A LONG SHOT! Return my money plain and simple and I will NEVER use your casino again.   I also do want you to know that I am that person when my feet hit the floor every morning. The Devil says " Shit! She up already"!  I hope you understand!  

Sincerely,

Aileen M. Dodge

What are you talking about you took the $100 when I made the withdrawal request you put the $100 back in my account. When you canceled the withdrawal you had the money the whole time what are you talking about. The money that was left in my account would have been the money you would have took away because I could not withdraw it cuz my Max withdrawal was $100 that was already took out at my request

As you can see you put the hundred back in there and took the rest of the money out of my account that was left in there prior

So what you're trying to say is that because I spent the money  that I could not withdraw I will no longer be able to get  my withdrawal of $100 Max that was already deducted from my account and put back in when it was canceled? And any money that was left in my account prior to the cancellation was took.

There's the bonus terms . I fulfilled the bonus terms. You take $100 out of my account. And tell me I can't have it. You put $100 back into my account because you say I don't meet or comply to the terms. explain why

It's funny that you just won't give an answer to why. The way you just made it sound is that I spent the money and it was no longer into my account to be deducted. But the way your support team made it or said exactly was that I had to leave the $150 in from my bonus chip and I needed the $100 for my withdrawal to be able to withdraw it. And I want you to show me in the bonus description of where that would ever say that. And that's and who would make a bonus like that you guys just keep coming up with different technicalities to try not to pay me since I did try to get this withdrawal since the 25th of last month and jumped through every hoop you guys made me jump through. You show me because It never said that in your terms and I mean you guys can put whatever you want in there now but I read it a hundred times waiting and you show me and our bonus terms where it says that about leaving the 150 chip in your account. Even your support team for the first time ever cannot copy and paste me something that showed that. And two why would the little bit of money left in my account be deducted if the money was put back into my account because I had to have 150 chip left in my account before it could be withdrawn. That makes no sense. Show me where it says that I need 250 In my account to withdraw a 100 max withdrawal. And explain why the money was deducted out of my account and never put back in if that was the case of needing $250 in my account. The proofs in the pudding sounds like you guys are just blowing smoke. If you just didn't want to pay out of no deposit bonus don't put them out.

Because prior to this your customer support had no explanation on why I haven't received my deposit yet. It's at the bottom it says it it sent it in themselves to the support team cuz they couldn't give me an explanation why. If that was the case they should have been able to tell me if it was in your terms and agreements as you say. And as you can see from the message that I sent in from there I was very up to date on your terms and  agreemens.

But after the cancellation cuz you must have put in notes for this because its me they suddenly had the answers . It says and I quote I have to return the deposit chip before I can withdraw LOL smh. And no one can give me an answer to why the rest of my money in the account was deducted out and never put back in. Shady shady shady. And we do not accept screenshots only PDF files and please have it dated correctly LOL with the answer . Oh and let me add it would not let me even start the withdrawal request to the stipulations in terms and agreements were met. Thank you

Well, MGM Vegas Casino rep, how about a response.  I have supplied this casino THREE TIMES with the necessary documents (BANK STATEMENTS and COPIES OF THE 3 THREE INDIVIDUAL (dated and timed) Subj: "Deposit at MGM Vegas Casino Authorised" emails.) (BTW Your Administrative/accounting department that composes these emails really should use a spell correction program because the word AUTHORIZED is misspelled on all 3 of those emails!!! Certainly, a heads up on exactly what kind of professional administration department this casino has!)   

But Moving on...  This casino now has received the documents Three times from me and still I hear nothing back.  And believe me I understand no one likes to admit they made a mistake.  BTW The documents I sent for ID verification were all perfect and My date of birth is right on those documents, and I entered it right on the website when I registered.  YOU might want to try a different excuse as to why you can't verify my identity.   That Email and what you imply really has me thinking this casino intentionally overcharged me and has more than likely done it to others and somehow gotten away with it.   That email totally implies to me that you have ZERO intention of returning this stolen money.   

I want to remind those at this casino that in life we all reap what we sow.  KARMA usually evens it all out in the end. 

Sincerely,

Aileen M. Dodge 

Ladies and gentlemen .Allow me to show you the completion they wanted.I will now try to withdrawal once again .

Lol let's see what they say !!!! 100$ is pending for withdrawal and more then 150 is in for the chip they needed returned. 

^{GOOD LUCK!!!!}  

The latest update lol process starts all over again LOL for the sixth time  7th time the charm . Thanks Aileen 

Well I can say it Ben a long road to finally get an answer of your withdrawal was approved. Has this road ended???  No... 7 to 10 more days till I receive my withdraw of 100$ BTC ... Lol  ya all know I'll be back with a update. Lol.   Hopefully the next time you hear from me and it will be with  a picture of my coin base and it will show the money in there.   Fingers crossed....ILL BE BACK !!!!   

Well Here is the update and end of my complaint.  The support person from MGM Vegas Casino emailed me today. This individual informed me that the very bank that overcharged me 3 times said they only received one transaction from my account that day!!!  (My response is the bank personnel are FOS) 

I am sure that this casino's Liars (oops I mean Lawyers) Has advised and told everyone in the casino to NEVER PUBLICLY admit to any financial mishaps. That the financially negative consequences to admitting or even implying knowledge of any financial errors or issues that have occurred within the financial department of the casino could lead to the end of the casino. 

As consumers we are supposed to be as dumb as dirt.  And believing everything anyone from the casino tells us is the only truth when it comes to settling a financial dispute brought to the attention of the casino. 

My response regarding this whole matter, which I knew would never be resolved with me getting my funds back from this casino if this: Those employees and owners of the casino need only remember one fact in life. And that is WHAT GOES AROUND, COMES AROUND!!!! 

Life is way too short to waste any more of it on this issue. 

Sincerely,

Aileen Dodge

Hello Da1Lokker,

We are glad that you get ETA, and hope that they will stick to their words and pay you on the promised date.

Please let us know when it's finished.

Thank you.

Hello Aileen Dodge,

We are very sorry that you are facing this problem.

Casino Rep got back us and said that you made a deposit on March 12th, and that you were not overcharged by them and that they do not do this to their players. In the unlikely event that it was a fraudulent transaction made using your account, they advised you to ask the bank for a chargeback. They can not do anything more regarding this case. Please check again with your bank in order to finalize this case.

Their answer is final unfortunately so we will close this complaint.

Thank you for your understanding.

Aileen Dodge I would give in.....Dont give up. Never surrender!!!!! That's why they do what the do for you to get that way !!

I've been over this with my bank before I ever contacted the casino.  

This matter is closed as far as I am concerned.  This tiny event in life if nothing.  I mark it up as even at 63 I am still living and learning.  

Thank you everyone for your kind support and help in this matter.  

LCB has been so immensely helpful and educational for me as I learn about online gambling.  I have really had some great experiences.  Last week I won my first tournament on Liberty Slots.  That was a lot of fun and entertainment that lasted about a week, I think.  There were total ups and downs but on the last day of play I again hit a great spin and BOOM ended up in first place again.  

Anyway, I had such great fun that I have again joined a tournament.  I don't expect the same outcome but the intrigue and suspense that builds as the end gets closer is rather entertaining for me anyway!!! 

So, thank you everyone at LCB because I would never have discovered the fun behind joining a tournament if I didn't belong to this site! 

Sincerely,

Aileen M. Dodge

Still haven't got anything lol but still not canceled 

Did we think anything would change lol . Wishful thinking .LCB put them down as garbage 🗑️

Hi Da1Lokker, 

Sorry to hear about your ongoing issues with getting paid out. It's understandable that this must be a frustrating situation for you, and we want to do everything we can to help. We'll be escalating the matter with casino representative, and we'll keep you posted on any updates through this forum thread.

Hi Da1Lokker, 

Your Payment has been processed, Kindly let us know once you receive your funds.

Kind Regards,

MGM Vegas Casino 

Yes the payment was received!! 

Great news! We will mark this case as resolved! Enjoy your winnings and further entertainment! 

I played and won $800 at MGM Vegas Casino - I sent them all the required documents to be verified - ID Address verification and CC verification form from the Casino - every time I contact them to see why it's been over a week and nothing has been verified (and my withdrawal request has been redeposited - which I re-requested a withdrawal) I get the same answer to submit my documents etc which I have done 3 times now. I hope you can help me 

Hello ravenwolf24, 

Could you please provide us with your MGM Vegas Casino username via private message inbox. Once we have this information we can escalate your complaint with Casino Representative. Thank you. 

Hello Jennifer 

I have a huge complaint about your verification process - I have been waiting over a week for document verification - every day I contact live support they say they will get right on it but document verification should take no more than a few hours - I have a withdrawal to make and would like to get my money 

Hello ravenwolf24, 

We are here to help you out! However, we still haven't received your MGM Vegas Casino username via private message inbox. Once we have this information we can escalate your complaint with Casino Representative. Thank you.

Just done this 

Hi ravenwolf24, 

We received your credentials via PM and will now escalate the matter with Casino Representative. Keep an eye on this forum thread for further developments. 

Ok its been 3 days I still haven't received any info concerning this from the casion 

Hi ravenwolf24,

To get your KYC Verified, kindly share your CAF form to our KYC team.

I have done that 4 times 

I am beyond pissed off at this procedure. Your KYC team takes too damn long to verify - first, it was because the form had a digital signature, then they said the form (which you sent me was too blurry) I had create a form that wasn't blurry from the download that your casino sent me and insert my CC's on it and send it to them - this is getting ridiculous. Then I am waiting another 2 days. Just send me my damn money 

This is what your KYC sent me 

Dear Frank,

Greetings from MGM Vegas Casino!

We regret that you had been waiting for such a long period of time. We gravely regret that we were ruining our reputation in the eyes of one of our esteemed players. I have marked higher priority to the disbursement of your withdrawal. Our team will be working at their optimal to process your withdrawal. I regret say  but I need to say that you need to provide us some more time. 

I gave them 5 days for a job that should take 5 minutes 

You better get your people on the ball here - waiting over 2 weeks with numerous lame excuses in between is not how you take care of customers.  

@KingNemo 

Can't you put a fire under these guys butts?

Dear Ravenwolf24,

Apologies about the email that was sent. We genuinely value our players. Our quality and compliance team will investigate, necessary feedback will be provided to customer support agent and will make sure that no further emails of this nature will be delivered. Our KYC team has reviewed your account, and it seems that you have used three different cards to make deposits, but you have only sent one card's CAF form, and the one you have already sent cannot be taken into consideration as it is in black and white form and the date must be manually written as well as manually signed. Please send the CAF form accurately to ensure a smooth KYC verification process.

I did send in all 3 and they are on a form your casino sent me - this is stupid and ridiculous Can I send to you in a secure way? 

This is stupid to have the date handwritten, but I have sent them copies of the form with the handwritten date - also the cards were always in colour, not b&w Now get this done and stop using lame stupid excuses as to why you will not send me my money - also the pdf sent has all three cards on it - scroll down