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The casino closed my account with my hard earned money still left in there

Dear ebitome,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise how long ago you registered your account and if you’ve completed the account verification successfully? Which games you’ve been playing (live casino games, slots, or sports betting)? Were your winnings accumulated with or without an active bonus, please?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

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

Best regards,

Petronela

I’m not quite sure when I open the account but yes my identity was verified

Which games you’ve been playing (live casino games, slots, or sports betting), please?

Dear ebitome,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

I played casino war, blackjack and a few slots

Were your winnings accumulated with or without an active bonus, please?

Dear ebitome,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

I believe they were accumulated without

Thank you very much, ebitome, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.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.  

Hi ebitome,

I've reviewed your case and I'll try my best to help you with the issue by contacting the casino.

I'd like to ask BetMGM Casino to join this conversation and share more information regarding the case.

Can you please provide any reasons why the player's account has been blocked?

Thank you.

Best regards,

Tomas

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.

Dear ebitome,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. 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 react, we will reopen the complaint, and you will be notified by email.

In the meantime, I recommend you contact the Pennsylvania Gaming Control Board (casinocomplaints@pa.gov) and submit a complaint to them. The Gaming Authority has more options and tools to help players.

Please make sure that you have contacted BetMGM Customer Services first! (formalcomplaint.pa@betmgm.com).

Best regards,

Tomas