BetMGM completed its single wallet and app migration in six states, the online gambling operator announced to bettors in an Aug. 30 email. However, BetMGM left many site and app users irritated during the process. Bettors especially voiced their views on Reddit and X on Aug. 28, when the site was down for the scheduled upgrade.
BetMGM Sportsbook wagerers in Arizona, Illinois, Iowa, Massachusetts, New Jersey, and Tennessee experienced the Monday outage. New Jersey gamblers also have access to BetMGM Casino.
A New Jersey bettor provided Bonus with the BetMGM email he received on Sunday.
However, the operator’s co-owner, MGM Resorts International (MGM Resorts International 37,03 -4,49%), notified investors in May. During MGM’s Q1 2023 earnings call, MGM announced the plan to migrate the BetMGM sports apps to a single wallet and single account functionality. During the call, MGM CEO Bill Hornbuckle the improved app will make BetMGM Sportsbook more competitive.
Hornbuckle said he recognized the need to create an integrated app and wallet rather than one for each state. He pointed out that would be especially effective and useful in states like New York, New Jersey, Pennsylvania, and Maryland, where many users often cross state borders.
What’s The BetMGM Single Account and Wallet About?
Previously, BetMGM customers had to create a separate account and enter their personal and financial information for each. With the new single account, customers enter their information once and use the app in each state where they’re located. Additionally, they carry the same cash balance in each state.
According to BetMGM’s Account FAQ page, almost everything remains unchanged after the transition. One exception is the user ID upon log-in. What changed is gamblers now use their email while their password remains the same.
Items that remain unchanged include:
- Screen name
- Gaming and deposit limits
- Payment information
- Withdrawal method
- Win/Loss statements, payment, and transaction histories from all states will be integrated
Other things like BetMGM Rewards will also be transferred. If there are issues or information has not been transferred over, BetMGM asks customers to contact customer service.
The Last States Went Live On Aug. 28
During the most recent Q2 Earnings Call on Aug. 2, Hornbuckle said that the company has made significant migration progress. He added that he expects about 14 states, which account for about 50% of the user database, to be completed that week.
The same day, several states’ apps went down for maintenance. Those included Colorado, Indiana, Kansas, Michigan, Mississippi, New York, and West Virginia. The process was completed on Aug. 28, when the remaining states were migrated. Those included:
- New Jersey
Meanwhile, states like Virginia and Pennsylvania went live on July 12, the same day as the MLB All-Star game.
The app went down in other states, as well
During the Aug. 28 migration, many users from other states reported that BetMGM was down for maintenance.
Colorado, Indiana, Michigan, and Pennsylvania customers said they had no account access. The maintenance in those states was not part of the migration, as they were all part of earlier launch dates.
Many BetMGM Gamblers Were Frustrated
While most users will be happy that they don’t have to use multiple apps and set their wallets in each one, many were left frustrated.
According to many users on social media, they did not receive notifications warning them about the scheduled maintenance. Whether that’s the case or the email went in their spam folder is unknown, but many claim no notice had come.
One customer with accounts in multiple states said he received an email for the last update on Aug. 28 but did not for previous ones in other states.
One of the main issues for many bettors was what they thought was a lack of communication from the company. Customers said they wish they had received an email explaining the change or updates on social media. But BetMGM’s social media accounts make no mention of the process.
The only problem is that BetMGM probably shouldn’t call it “maintenance” since it is significant behind the scenes upgrade. They’re going to a single login/wallet across their states.
When prior phase states went through this upgrade, it took all day. Better to just say that.
— Wodes (@PatWodes) August 28, 2023
So many customers were left angry, thinking they had lost previously placed bets and winnings in their old apps. During the migration, previously placed bets had disappeared. However, in a response to one customer, BetMGM said it would honor those bets once it completed the migration.
In addition, during the last update on Aug. 28, BetMGM appears to have irritated more gamblers because it sent them promos for the US Open tennis tournament. The tournament started the same day, but they couldn’t use their promos as the app was down for maintenance.
@BetMGM why are you sending out odds notifications for the US OPEN when you are undergoing maintenance? Also why are you undergoing maintenance on the first day of the US OPEN?!?! #USOpen #tennis #GamblingTwitter
— Brummel (@Brummel_PHS) August 28, 2023