Resolved BetMGM holding £170,000! After huge progressive win and I can’t get my winnings.

[footloose]

Please help! I have no clue what to do, but a few weeks back I won £170,000 on mgm millions wheel, it just rolled in major jackpot whilst playing the goodies slot. BetMGM were all sweetness and like at first saying congratulations etc and that I could get a wire transfer after verification which I did immediately and all was passed….. driving licence, passport, bank statement etc. they told me I would receive my winnings in a few days and I received an email saying that funds are on the way…. Fast forward a couple of weeks and after endless messages to and forth with the online chat which is pretty useless I’m now being told that my account is under review and that no timescale is available. I have been clearly lied too on multiple occasions as I’ve been promised everything is fine and funds on the way. Now I’m at a loss on what to do? I can’t get anywhere and the money is not showing on my online betMGM account so it’s gone somewhere! I’m terrified that I’m not going to get it. Please someone advise.
Many thanks

 

[dunover]

Please help! I have no clue what to do, but a few weeks back I won £170,000 on mgm millions wheel, it just rolled in major jackpot whilst playing the goodies slot. BetMGM were all sweetness and like at first saying congratulations etc and that I could get a wire transfer after verification which I did immediately and all was passed….. driving licence, passport, bank statement etc. they told me I would receive my winnings in a few days and I received an email saying that funds are on the way…. Fast forward a couple of weeks and after endless messages to and forth with the online chat which is pretty useless I’m now being told that my account is under review and that no timescale is available. I have been clearly lied too on multiple occasions as I’ve been promised everything is fine and funds on the way. Now I’m at a loss on what to do? I can’t get anywhere and the money is not showing on my online betMGM account so it’s gone somewhere! I’m terrified that I’m not going to get it. Please someone advise.
Many thanks

Wins like that do take a day or more to be verified and confirmed but you are way past this, your story tells of an unacceptable and stressful delay.

I would recommend you get straight onto a PAB complaint and make sure you have the play log showing the win or a screenshot, makes things easier but not a dealbreaker if you haven't.

https://www.casinomeister.com/casino-complaints/

 

[footloose]

Wins like that do take a day or more to be verified and confirmed but you are way past this, your story tells of an unacceptable and stressful delay.

I would recommend you get straight onto a PAB complaint and make sure you have the play log showing the win or a screenshot, makes things easier but not a dealbreaker if you haven't.

https://www.casinomeister.com/casino-complaints/

Yes I have screenshots of everything, account balance before and after, all conversations on live chat showing they keep changing their minds, proof of withdrawal that I now know never happened. I have no idea what a PAB is though and how to go forward?

 

[footloose]

Yes I have screenshots of everything, account balance before and after, all conversations on live chat showing they keep changing their minds, proof of withdrawal that I now know never happened. I have no idea what a PAB is though and how to go forward?

Also what happens if they close my account? They have threatened this may happen pending the review? There is just no correspondence hardly at all. They have made me feel I’m in the wrong for winning. By looking at trust pilot reviews I’m certainly not the only one.

 

[dunover]

Also what happens if they close my account? They have threatened this may happen pending the review? There is just no correspondence hardly at all. They have made me feel I’m in the wrong for winning. By looking at trust pilot reviews I’m certainly not the only one.

It depends why they close it if they do - if provable malfeasance on your behalf then it's a problem, if it is demostrated there is no breach of terms or just cause it won't affect what they should pay you prior to closure.

The PAB service is described in the link I posted in my first reply and there's a green 'submit complaint' button and a gfuide to the procedure. The forum can arbitrate and intervene on your behalf with many (not all) online casinos. A free service.

That should be your next step, as much a people may sympathize with you reading this thread, it will solve nothing using your efforts here - instead file the complaint. Be aware that once you do, you cannot post any more details here in public.

 

[footloose]

It depends why they close it if they do - if provable malfeasance on your behalf then it's a problem, if it is demostrated there is no breach of terms or just cause it won't affect what they should pay you prior to closure.

The PAB service is described in the link I posted in my first reply. The forum can arbitrate and intervene on your behalf with many (not all) online casinos. A free service.

Ok thank you. Everything is all above board my end. Personal account used, debit card transactions, all traceable so can’t see any reason they would see a problem, although they are clearly trying to find one or make one.
They are now asking to access my bank account? Is that legal? They are saying affordability checks but that’s after the win. Plus there is never much funds in the account I use for gambling…. I only transfer over what I can afford to play with etc. will this cause a problem on affordability check?

 

[mulven]

Ok thank you. Everything is all above board my end. Personal account used, debit card transactions, all traceable so can’t see any reason they would see a problem, although they are clearly trying to find one or make one.
They are now asking to access my bank account? Is that legal? They are saying affordability checks but that’s after the win. Plus there is never much funds in the account I use for gambling…. I only transfer over what I can afford to play with etc. will this cause a problem on affordability check?

There's a concept called "Open Banking". Some casinos use it. It's an invasion of privacy. It is very much legal. I've not had the misfortune of having to use it.

If there's nothing to hide then there won't be harm in connecting to whatever open banking partner they use, will still feel very wrong though. It's likely if they find nothing they may ask to see the bank account that originally funded this one.

If they still want affordability proof you should suggest that they ask for regular proof of that like savings, payslips etc.

I take it there aren't any self-exclusion related things either? Seen a few wins get swallowed whole due to violations of that type.

 

[footloose]

It depends why they close it if they do - if provable malfeasance on your behalf then it's a problem, if it is demostrated there is no breach of terms or just cause it won't affect what they should pay you prior to closure.

The PAB service is described in the link I posted in my first reply and there's a green 'submit complaint' button and a gfuide to the procedure. The forum can arbitrate and intervene on your behalf with many (not all) online casinos. A free service.

That should be your next step, as much a people may sympathize with you reading this thread, it will solve nothing using your efforts here - instead file the complaint. Be aware that once you do, you cannot post any more details here in public.

Maybe a daft question but if I submit the PAB will that not get their backs up even more and make them want to play ball even less? Only asking as I’ve never been in this situation before and don’t know.

 

[footloose]

There's a concept called "Open Banking". Some casinos use it. It's an invasion of privacy. It is very much legal. I've not had the misfortune of having to use it.

If there's nothing to hide then there won't be harm in connecting to whatever open banking partner they use, will still feel very wrong though. It's likely if they find nothing they may ask to see the bank account that originally funded this one.

If they still want affordability proof you should suggest that they ask for regular proof of that like savings, payslips etc.

I take it there aren't any self-exclusion related things either? Seen a few wins get swallowed whole due to violations of that type.

No, no self exclusion or anything like that.

 

[snorky510238]

I sincerely hope you get paid. That’s a life changing amount and I can’t imagine the stress you are going through. This nonsense with trying to find any possible way to not pay players is disgraceful. If they didn’t do their due diligence prior to the win, they shouldn’t be allowed to do it afterwards.

 

[footloose]

No, no self exclusion or anything like that.

also after looking into this a bit further it said somewhere that after a win the company cannot ask for an affordability check to try and hold up paying the winnings, if they had reasonable chance to do so beforehand. Which they have as I’ve been on the site a while now. Does that sound right

 

[footloose]

I sincerely hope you get paid. That’s a life changing amount and I can’t imagine the stress you are going through. This nonsense with trying to find any possible way to not pay players is disgraceful. If they didn’t do their due diligence prior to the win, they shouldn’t be allowed to do it afterwards.

Your right! It is life changing, yes it’s great to win a few hundred quid which is amazing but this is in a league of its own. We had starting planning all sorts of things, now it all sounds like a pipe dream. I really don’t feel confident about it at all. Especially after reading very similar circumstances. I’m a nervous wreck now to be honest.

 

[sufferinsilence]

Open the PAB. Don't worry about the consequences, they're already threatening to close your account and trying to stall as long as possible as is. You don't have anything to lose by letting @maxd handle the case. He will go to war for you!

 

[Stranger111]

Affordability checks are such a scam
Sorry Sir, we have concluded you can't afford to win £170k
Really hope you get your money OP and when you do then never touch another casino as long as you live

 

[maxd]

Maybe a daft question but if I submit the PAB will that not get their backs up even more and make them want to play ball even less? Only asking as I’ve never been in this situation before and don’t know.

Hello, Max here. I’ve been running the Player Arbitration (PAB) service here at Casinomeister for close on 18 years.

The short answer to your question is “no”. In the old days when many casinos were small mom-and-dad style operations that did occasionally happen (them getting miffy about a complaint) but these days almost everything — other than pirate casinos — is run by larger groups or even big casino conglomerates. They generally could care less whether you go to an arbitration service like our PAB system or not, they’ll either cooperate and the case will proceed or they won’t and it will be DOA.

As it happens we have a fairly good inside track to BetMGM through a sister casino and have been able to get cases amicably resolved in the past. We’d be happy to take your case on if you are so inclined. If you do decide to proceed please ensure that you have read and will comply with the PAB Rules ; failure to comply could slow, damage or even cancel your PAB.

Regards,

Max Drayman
Complaints & Player Arbitration (PAB) Team Leader

 

[PMKFRUITPRO]

You say that you were fully verified etc and have proof so that’s good.

Definately haven’t self excluded from another casino which is part of the same brand??

Deposits came from your own debit card or method of payment that is 100% in ur name??? Even if it’s a joint account this is an issue to some casinos.

 

[footloose]

You say that you were fully verified etc and have proof so that’s good.

Definately haven’t self excluded from another casino which is part of the same brand??

Deposits came from your own debit card or method of payment that is 100% in ur name??? Even if it’s a joint account this is an issue to some casinos.

All payments made are from my personal current account, and paid for on my own debit card.im self employed and transfer money over to my current account from my business account on a regular basis for bills, hobby’s etc.
Also I’m definitely not self excluded on other sites.

 

[footloose]

Hello, Max here. I’ve been running the Player Arbitration (PAB) service here at Casinomeister for close on 18 years.

The short answer to your question is “no”. In the old days when many casinos were small mom-and-dad style operations that did occasionally happen (them getting miffy about a complaint) but these days almost everything — other than pirate casinos — is run by larger groups or even big casino conglomerates. They generally could care less whether you go to an arbitration service like our PAB system or not, they’ll either cooperate and the case will proceed or they won’t and it will be DOA.

As it happens we have a fairly good inside track to BetMGM through a sister casino and have been able to get cases amicably resolved in the past. We’d be happy to take your case on if you are so inclined. If you do decide to proceed please ensure that you have read and will comply with the PAB Rules ; failure to comply could slow, damage or even cancel your PAB.

Regards,

Max Drayman
Complaints & Player Arbitration (PAB) Team Leader

Hi max, I’m awaiting another response and telephone call from betMGM today. If that doesn’t go to plan I’ll be straight back in touch with you on how to move forward. I’m new to all this type of thing.
If I click the green button to submit a claim, will that go directly to you?

 

[sircrapsalot]

Hey there. Understand that this is stressful.

Had something similar with a withdrawal I made. Granted no where near your figure as mine was in the 5k region but I did get paid in the end. Keep the faith though, I am sure you will get your winnings and this is probably just a case of them having to be overly careful.

Really hope this gets sorted asap OP

 

[L&L-Jan]

There's a concept called "Open Banking". Some casinos use it. It's an invasion of privacy. It is very much legal. I've not had the misfortune of having to use it.

Let me know where you have an account with us and what username, and i can trigger a open banking link for you

 

[L&L-Jan]

If its actually a progressive jackpot, i don't get the concept of stalling or non payment. Players have already paid for the pot, the casinos costs is a new seed.

 

[Mark_Lottomart]

From what I've read in the thread, the one thing that might make them dig a bit deeper (if they have concerns) is your self employed status. If you're transferring money from a business account to gamble they will probably want to see that the money you used to gamble was legitimately yours, e.g. not an employers or a business co/joint owned with someone else.

At the end of the day if you're all legit, the money is yours. Just sounds like they've perhaps done the congrats in the wrong order. It happens when front line agents get excited without understanding the process.

 

[dunover]

Hi max, I’m awaiting another response and telephone call from betMGM today. If that doesn’t go to plan I’ll be straight back in touch with you on how to move forward. I’m new to all this type of thing.
If I click the green button to submit a claim, will that go directly to you?

The complaint and any details you provide are only available to one or both of the two persons dealing with Casinomeister PABs plus of course the other party MGM who already have them.

No other staff member, moderator, the owners of CM or anyone else is party to them. The DPA is a very big thing here!

 

[mulven]

Let me know where you have an account with us and what username, and i can trigger a open banking link for you

So you can see how much I spend on adult diapers every week!? Happy to oblige

 

[L&L-Jan]

So you can see how much I spend on adult diapers every week!? Happy to oblige

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