My complaint:
I have tried multiple times to rectify this issue with BETMGM, and they have done everything to avoid resolution. Unlike other platforms in the UK, BETMGM try their hardest to avoid customer satisfaction, declaring issues resolved when they are not. Will only reply to one email about an issue, and declare the solution is out of there hands and close the case without any time spent on the issue.
My complaint with BetMGM is that there hasn’t been sufficient support to overlook a decision made to not payout a bet that is satisfactory, (see images for supporting evidence that other platforms have paid out the same bet). The issue is with a bet placed on 25.04.24, second goal scored from outside of box. BetMGM claim this is a loss bet as it was a freekick. Unfortunately this is erroneous, having spoken to Bet365 who also use OPTA for statistics to base the settlement of bets, have chosen on their own accord, that my bet is the exception to the rule. My bet ( see images attached) is identical to the bet365 bet( see attached) they both are identical bets, one pays, the other doesn’t.
The reason for having Bet365 look into this for myself is that BetMGM will not offer the same support. Bet365 offer excellent customer support. They more than happily checked with the sport settlement team and found evidence that this bet is 100% settled (see images).
We are 100% certain this bet should be paid out. I have transcripts that show the unwillingness of BetMGM to look in to this matter further, they simply have close the case even when I have supplied them with evidence. They use the same data as Bet365 to payout their customers, so why are they not committing to this payout?
They need to held accountable for their lack of customer support here in the UK.
Please look into this matter, as I worry given their exceptionally low standards for customer service, what other customers are getting bullied into not appealing their erroneous decisions.
Suggested solution:
they should resolve the complaint by admitting to their error, and commit to settle the payment. THey also need to look into how they support their customers. It is sub standard, the reviews online speak volumes.
