Bet MGM Customer Service is awful - not helping me with technical issues withdrawing

**alecmatt5** · 02-14-24, 07:02 PM

Part 2:
I don't really understand what issue this is supposed to solve? After doing this, I will be able to use Online banking/Trustly as an option for withdrawal?

I do hope so but if issue persist what we do advise is to take a screenshot, or much better, a screen recording of what is happening, in order for it to raised to our relevant team.

As someone who works in IT, I'm speechless at this "resolution" but I'll give it a shot. Thanks

*ME SPENDING A FEW MINUTES TO TRY HER SUGGESTIONS FROM ABOVE*

We really do apologize for any inconvenience that has caused you, Just to recap, we have assisted you regarding concern unable to withdraw and was advised to do Basic Troubleshooting and send screenshots if issue persist. Is that everything you needed today, or is there anything else I can help with?
I have not heard from you in a bit, Thanks for contacting BetMGM Customer Care. Have a good day! Take care!

I strongly disagreed the my concern was addressed

**alecmatt5** · 02-14-24, 07:06 PM

Part 3:
Thank you for contacting BetMGM Customer Care! You're chatting with Ruther. How can I help you?

Are you able to see all the previous messages?

since this is a new conversation, How can I help you?

?
Can you see the messages or not? Because I can explain but that really changes what I need to explain?

not

Ok, nevermind I don't have time for this...
Idk how I can sit here for 45 mins and then while I'm attempting to do the unhelpful tips from the other agent, I now have to restart the whole process?

let me check the account
are you tryin to withdraw?
Since I have not received any response for a while, I will be closing this chat session now. Please contact us again for further assistance. Thank you.

Yes but I don’t have any more time to deal with this right now. I would appreciate if you could have the IT department or whoever, figure out why I can’t either sign up for the VIP ACH to do the withdrawal or do the withdrawal via online banking through Trustly, which is how I initially deposited
*ME SEES THE MESSAGE FROM ABOVE THAT I RECEIVED WHILE TYPING THIS MESSAGE TO HER*

Are you kidding me??????!!?!??
This is TERRIBLE customer service
How do I not even get time to send the message when I’m typing

*I CLOSE THE WINDOW FURIOUS AT HOW NOT HELPFUL THEY WERE AND THINKING THEY ALREADY LEFT THE CHAT*

**alecmatt5** · 02-14-24, 07:08 PM

Part 4:

if yu already done the basic troubleshooting, please send us the
screenshot or a recording of the error or the error message so that we can
escalate it to our relevant team. Once our relevant team received it, kindly
give them within 24-48 hours and they'll contact you back via email.

Would there be anything else that I can assist you with at this time?

Are we still connected? It looks like you've been gone for a bit. If you’d like to continue our chat, just type your next message below and we’ll pick up right where we left off!

Since I have not received any response for a while, I will be closing this chat session now. Please contact us again for further assistance. Thank you.

**alecmatt5** · 02-14-24, 07:09 PM

Part 5: MY EMAIL TO THE EMAIL ADDRESS THEY TOLD ME TO MESSAGE IN THE CHAT

I am having an issue requesting a withdraw due to 2 separate issues:1. I do not have the option to use "Online Banking by Trustly" via my bank account which I used to deposit the money in the first place. The live chat representatives keep telling me to send a picture/screen recording, but I don't really understand how to take a picture of something that just doesn't exist. When I go to the withdraw page I only have the options "VIP Preferred Program" and "BetMGM Sportsbook".
This brings us to the 2nd issue. And just to be clear, I don't care about this issue if option 1 can be resolved. I would much prefer to just use Trustly.
2. When I try to enroll in the VIP Preferred Program, after typing all of the required information in, I receive a blue banner that says "Technical Error" with a contact number for the VIP people. After speaking with them they said the issue is on your end and that I could do a manual sign up through them which would include them running a credit check on me (runs out of characters)

**alecmatt5** · 02-14-24, 07:10 PM

Part 6: THEIR RESPONSE EMAIL

Dear xxxx,

Thank you for contacting BetMGM Ohio Customer Care. Here at BetMGM we strive to provide all of our players with the best experience possible.

We understand you are experiencing issues when attempting to withdrawal and apologize if this has impacted your experience with us.

Upon further review, it looks like a withdrawal method has not yet been set up within your account. We would love to provide you with the steps in order to do so.

VIP Preferred is our recommended deposit method. It’s a secure digital transfer process to deposit and withdraw funds through your personal checking account. Before you can start using VIP Preferred, you must complete the enrollment process.

To enroll, go to the Deposit page, select the VIP Preferred method, and follow the below steps:

Entering personal details: Your US driver’s license ID number is required (6-30 characters). This field is not case sensitive, but do not enter any special characters, spaces, or hyphens. The state of issuance for the driver’s license must be selected from the drop-down menu.
Entering banking details: Your US personal checking account number (4-18 digits) and ABA routing number (9 digits) are required.
You must accept the VIP Preferred Terms and Conditions
To complete enrollment, click “Enroll”

The provided steps should help you in your journey when trying to withdrawal your funds. If you need more clarification on this process, please do not hesitate to reach back out to us!

We hope that the information we have provided you today was useful and we were able to bring clarity to your situation. We wish you the best of luck on your future wagers.

If you need any further help, please contact us.

**alecmatt5** · 02-14-24, 07:12 PM

Part 7: MY RESPONSE

Caitlin,

I'm really starting to lose my patience here. I'm genuinely wondering if you even read what I said in the message.

1. Is it possible to withdraw via Trustly? I would prefer to use that method because its incredibly simple, fast, and most importantly the VIP Preferred method IS NOT WORKING! I have accounts with a few of the other major sportsbooks and I have had 0 issues using this method with the other sportsbooks. I used this method for my deposit so I don't see why this isn't possible. Can you please address this concern?

2. If I can't use Trustly and I am forced to use the VIP Preferred method, then someone in the IT department needs to figure out how to fix the service. I did all of those steps to enroll in the service, I even tried multiple bank accounts and no matter what I tried I always received the same "Technical Error" message. I tried this multiple times over a span of about a week and received the same message each time. I finally gave up and called the support number provided which put me in touch with the VIP Preferred support team. They said that this is A KNOWN BETMGM ISSUE and that the only thing I could do was enroll manually which included running a credit check and having me send them a bunch of personal documents, which I do not wish to do. I tried all of the silly things that the Live Chat people told me to do, like try a different browser, and reset my router and that whole list of things. Your site won't let me enroll on my computer, no matter which browser, or my app even after deleted and redownloading, etc etc etc.

I would really appreciate if someone could provide an actual solution instead of yet another message of boilerplate garbage that I have already tried. I'm getting very frustrated with the lack of actual help I have been receiving thus far.

Thank you

**alecmatt5** · 02-14-24, 07:14 PM

Sorry, I know this is super long but I am completely fed up with the lack of any actual help trying to solve the issue. This last message I sent them was today, so I guess I will have to wait another 24 hours to see if they actually do something helpful.

**Optional** · 02-14-24, 07:53 PM

I think the situation may have become a little bit confused by you talking about two different things. Which I know are related but thats what appears to have happened.

In your opening message you mention seeing a technical error trying to use the site.

CS are immediately going to use their flow chart and want to rule out your device as the problem, and are then told to get a screenshot of the error message for techs to take over.

When you said there is no error message I think their flowchart does not tell them where to proceed from there.

Anyway... can I suggest trying to start again from scratch, use email only and not live chat as those operators often know almost zero about betting or the site.

And start out just saying "I deposited with Trustly but do not see an option to withdraw that way. Can you please enable that withdraw method for me".

Dont talk to them about alternatives like VIP whatever. Sort that out after you work out if Trustly is possible or not. It just may not be enabled for them, or down for a short period, or maybe they just need more KYC info to enable it. First level CS on live chat probably have no clue about any of that. Which is adding to your frustration.

**alecmatt5** · 02-14-24, 07:59 PM

Originally posted by Optional

I think the situation may have become a little bit confused by you talking about two different things. Which I know are related but thats what appears to have happened.

In your opening message you mention seeing a technical error trying to use the site.

CS are immediately going to use their flow chart and want to rule out your device as the problem, and are then told to get a screenshot of the error message for techs to take over.

When you said there is no error message I think their flowchart does not tell them where to proceed from there.

Anyway... can I suggest trying to start again from scratch, use email only and not live chat as those operators often know almost zero about betting or the site.

And start out just saying "I deposited with Trustly but do not see an option to withdraw that way. Can you please enable that withdraw method for me".

Dont talk to them about alternatives like VIP whatever. Sort that out after you work out if Trustly is possible or not. It just may not be enabled for them, or down for a short period, or maybe they just need more KYC info to enable it. First level CS on live chat probably have no clue about any of that. Which is adding to your frustration.

Thanks for the input, I will try this. Hopefully it will help.

**Optional** · 02-14-24, 08:04 PM

I think it will help cut the confusion and at least get a clear answer about Trustly.

Maybe they simply don't trust Trustly enough to have it as a primary withdraw method and require you to use a trusted method first.

I am just making educated guesses about this of course. But just preparing you for the possibility it can't be used yet.

I'd then deal with the VIP people on phone or direct email about getting that signed up. When they say they need to do a manual credit check, I would guess it's exactly the same check that is performed automatically if you apply online. Maybe ask them if that is the case and it might feel less intrusive?

**alecmatt5** · 02-14-24, 08:31 PM

I'm not 100% sure about the credit check but the woman I spoke with seemed to imply that it's one of the credit checks that affect your credit score. She also said that BetMGM has been having this issue with a lot of people and that they are aware of it but wasn't sure when they were going to fix it. If worse comes to worst, then I can do the manual method with VIP but I'd really prefer not to do that just yet.

As for not being able to use Trustly/Online Banking, here are a couple of things I found in their FAQ specifically about "Online Banking" which I refer to as Trustly but on their payment site is called "Online Banking by Trustly" and is the only option that has "Online Banking" in the option.

"8. Can I withdraw to Online Banking?

Yes, you can withdraw through the Online Banking option. Customers need to log in to the merchant account, go to the banking withdrawal section, choose Online Banking, and enter the amount and select the bank account they would the amount to be credited into and initiate a withdrawal. Funds are deposited into the customer's bank account within two business days."

"12. Can I withdraw through Online Banking if I deposited through other means?
Yes, to withdraw using Online Banking you need to have made a successful deposit with your Online Banking account within the last six months.
If you have made a successful deposit within the last six months, visit the cashier, select the 'Withdrawal' tab and then select the Online Banking logo.
The amount of your withdrawal will be sent electronically to your Online Banking account after our internal procedure has been completed."

I know for a fact that I deposited using this method and it was within the last 6 months and it's the only method I've ever used.

**alecmatt5** · 02-14-24, 08:49 PM

They responded to my email from part 7: "In regards to your concern, you may contact VIP Preferred for further assistance "GlobalPayments (a.k.a VIP Preferred) can be reached at 1-800-500-1973. More help and contact information can be found on their website." or we suggest you may use another payment method(s) such as ****, PayPal, and/or Venmo, you just need to deposit at least $10 to register the new payment method available for withdrawal requests and for future transactions."

Finally at least an alternative solution was brought to light. Hadn't considered what he suggested. Tried to use Venmo, and it got declined. Then I tried using my **** debit card (which I really don't like to use for online transactions) and that seems to have done the trick. I was finally able to submit a withdrawal request.

All is well that ends well I supposed but man oh man was I furious with how unhelpful their customer service reps were.

**Optional** · 02-14-24, 09:38 PM

Originally posted by alecmatt5

They responded to my email from part 7: "In regards to your concern, you may contact VIP Preferred for further assistance "GlobalPayments (a.k.a VIP Preferred) can be reached at 1-800-500-1973. More help and contact information can be found on their website." or we suggest you may use another payment method(s) such as ****, PayPal, and/or Venmo, you just need to deposit at least $10 to register the new payment method available for withdrawal requests and for future transactions."

Finally at least an alternative solution was brought to light. Hadn't considered what he suggested. Tried to use Venmo, and it got declined. Then I tried using my **** debit card (which I really don't like to use for online transactions) and that seems to have done the trick. I was finally able to submit a withdrawal request.

All is well that ends well I supposed but man oh man was I furious with how unhelpful their customer service reps were.

what a hassle.

Glad to hear you got it sorted out at least. For now.