Banned from Bet MGM, not sure if they will take my money.

[UngaBungaPoker1]

Been on the site for about a year and play online poker professionally. Tried to make a withdraw last week which got reversed and then my account was restricted. Contacted support and was told they would notify the right department to take care of it, but was never given an answer as to what was going on, was just told my account needs to be reviewed. After a week I was finally told that my account will be permanently closed in a very vague email and they only stated it was due to section 13 in the TOS which just says you shouldn't share account info with others, and I was never shown any evidence in regards to there accusation of this. To make matters even more weird is that section 3 is the one that states account sharing and betting on other accounts will get you banned, section 13 just states don't share your username and password. I used 2FA so I would know if someone else ever tried to login as well, have only used 3 different devices to login in the last six months and own them all. Was not able to make an appeal or allowed to talk to anyone from the operations department to discuss the issue. They haven't said that they will confiscate my money, but haven't said if and when they will send it, have about 10k on there. I sent two emails to support after they decided to ban me and they just copy pasted the same vague reasoning and they refuse to answer any questions including if my money will be sent to me.

Made two withdraws in March with no issues (same size as the withdraw that got my account frozen), many withdraws prior to that too. Haven't deposited in many months. Have never traveled while playing, never used a VPN, no one else lives at my residence. Already contacted the regulators to oversee this and get help from them in case they don't hand over the money. Completely caught off guard that a regulated site would do this in such a bizarre fashion. Moved to PA a year ago so I could start playing on regulated sites and never had an issue with unregulated sites of 12 years of playing on them. I know this is kind of like an emotional appeal at the moment since I'm not sharing any info and plan to keep it discrete unless they don't hand over the money since it could make things more complicated (I don't fully understand legal stuff like this). If I don't get my money I'll come back later and post a lot of screen shots.

Just thought I would share that this is possible and was curious if anyone else has had a similar issue and if anyone could give me legal advice. I saw the PAB section, but since I already submitted a ticket to the PA regulators should I just wait and see what they say and also wait to see if Bet MGM contacts me to confirm if they will pay out or keep my money before I submit a complaint here?

Bet MGM PA TOS: help.pa.betmgm.com/en/genera...search=sharing

 

[hubbadubbadingdong]

Unable to view the PA site as I’m a Canuck; but just a thought Bet MGM have a few sites /brands do you have other accounts with one of them or had issues with Sister/Partner sites ? (Not exclusive list but MGM has LeoVegas, Pink Casino, Bet 365, Jackpot City)

 

[UngaBungaPoker1]

I never played on any of there other sites.

This is what they claim I'm banned for.

 

[hubbadubbadingdong]

Are you sure you are looking at the same rule ? I know they have Casino, Poker and Sports section.

It’s annoying when they fail to communicate, have you checked your history maybe one of your devices has sprung a leak and someone skimmed your login profile details ; and it’s flagged the Casino security system, and maybe funds are only frozen so they don’t send any $ to the person or people that hacked account.

@maxd would be able to advise better as to PAB, also does MGM have site contact ?

 

[SYPlayer95]

I seem to recall PABs helping in the past with someone receiving a massive win from BetMGM.

They are part of LeoVegas group which went downhill years ago, imo.

 

[UngaBungaPoker1]

That is the rule they stated and the URL they sent to me when they informed me on my ban. I'm very careful with my browsing, what I download and using anti virus so I think my devices are secured. I also used 2FA so if anyone ever tried to login to my account I would get a text for the login attempt with a code.

What did happen the night before is that I kept trying to login using my phone with mobile data since my internet was going in and out for a bit and it kept giving me login errors after I get the login code via 2FA. I suspect that could be why I got banned, but its just speculation, and if they spent a week analyzing my account I think they would have spotted what was actually going on.

I can only contact customer support and did so many times, they weren't allowed to give me details since the operations department was taking care of it and I wasn't allowed to talk to that department. So everything I got was vague and poor communication about the whole issue. Had to reach out several times to get emails and instructions as to what I need to do next to move the process along. I had to submit my ID and a photo with me holding it and they banned me a couple hours after I did that, weird timing maybe.

I asked about if I could make an appeal, speak to the operations department, and if I would get my money back. The customer service department just copy and pasted the same email twice that they originally sent me when the confirmed my ban.

I already contacted the regulators in my state and if I don't hear back in a couple weeks I'll give the PAB a shot.

 

[UngaBungaPoker1]

Would it make things more complicated if I made a complaint here using the PAB and also with the regulators at the same time?

 

[maxd]

… @maxd would be able to advise better as to PAB, also does MGM have site contact ?

As @SYPlayer95 mentioned, they’re part of the LeoVegas group so yes, we are usually able to help with player issues involving BetMGM.

Would it make things more complicated if I made a complaint here using the PAB and also with the regulators at the same time?

If you are considering doing a PAB please do take a few minutes to read through the Player Arbitration Policies and Procedures , among other things you’ll see there that there is no point in us taking a case if you’ve already submitted it to the casino’s regulators: the casino has no reason to talk to us since the regulator is the highest and final authority in any such matters.

If you do wish to proceed with the PAB _after_ reading the PAB Rules that process starts here:

- Max

 

[UngaBungaPoker1]

I figured that might be the case. I will post if I get my money back and any important info on the process that can help people that stumble upon this in the future.

 

[UngaBungaPoker1]

Update: I got an email today from Bet MGM's operation department. I'm not sure if I should respond because its like they are asking me to admit I'm guilty of using software to block my location. If I do respond I'm just going to state that I never used any software to block my location or I was never aware of any software that I was doing that to my device. However they may look at that as an argument and just keep me blocked and I'm worried it will make the problem worse. I reached out to the regulators five days ago and haven't heard anything as well. I'm just very concerned and unaware of the best approach.

ALSO I should add that I wasn't able to login to my account a few days ago since it was banned and now they have opened it so I can login, still blocked though.

 

[lockinlove]

There are a terrible enept casino group from my experience

When they first opened up here in Ontario, I created an account. Won like $100 and they banned me and said I have duplicate accounts which was absolutely impossible to happen. Never paid me or anything.

i tried a few times to get in contact with them and ask them what was going on and it doesnt make sense.

They just never bothered to respond or anything and kept my account closed lol.

Maybe Ill message Max and see if he can help atleast figure out wtf is going on.

 

[UngaBungaPoker1]

My permanent ban has been lifted after five days lol.

 

[sufferinsilence]

I'm not sure if I still wanted to play there...

Get your money out and look for another place!

 

[UngaBungaPoker1]

I'm going to leave. Plenty of other poker sites that are great. Even unregulated sites are way more professional than this.

 

[teckiwi]

I'm guessing you did something stupid like have a friend play for you while deep in an MTT or something silly setting off alarm bells?

They wouldn't go this far unless you had a login from another country on your profile.