MGM Resorts International review: Lack of customer service, no solutions to ongoing issues, etc.

First off, let me start by stressing that I am sorry it had to come to this point. I have been a very loyal customer to all of the MGM businesses. I am from Michigan so Detroit is my most frequented casino. But I stayed at MGM Las Vegas the week that I spent there, visited MGM Beau Rivage (Biloxi, MS) when I was working out of town in Tennessee, and Kentucky (so completely out of my way, but I still did it), and I play online several times per week. I have referred several people, which actually brings me to my first complaint. MGM has ALWAYS been my favorite. And I have praised your businesses to everyone I know. I have referred several people, and have never once gotten the referral bonus! I inquired about the last couple (Sara and Lonnie Shewmaker) but as with all of my other inquiries, they were allegedly escalated, and I was told I would receive an email answer, and never received one. I have referred Ben Haring, Johnny LaFave, Gregory Lanzetta, Luke Banks... I could go on, but what's the point? I let all of that go! And I watched all of them follow the link sent them so it makes no sense! In your defense somewhat, I rarely used my rewards card for a long time because I felt like I never won with it. But then I realized I didn't win either way. I have spent an obscene amount of money both in your casinos, and online, and I have never even had a hand pay! It's kind of sick really, but I'm not putting that on you. Regardless, I keep putting my money in. It might not be the healthiest coping mechanism, but your casinos were my crutch when my fiancé died 3 years ago. And even in spite of my terrible record and win/loss ratio, I ALWAYS tell EVERYONE that MGM is the best! Always have! But lately it's just been overwhelmingly terrible! And I honestly hate complaining! I would so much rather write you to praise! I do try to give good reviews and feedback any time I receive stellar service! I just called corporate for a McDonalds the other day because it was so good! And that is very rare these days! I had to go back in and commend the workers as well. I much more enjoy sending those messages! But when it got to be bad at both the casinos and online I decided I was going to write. Because honestly, it makes me sad more than anything. I really really do not feel that you guys value your players anymore. Now, for the VERY FIRST time to ever win anything over $2,500 you could imagine how overjoyed I was to hit a $5,000 bonus a couple weeks ago! Even if I had to do the playthrough I was ecstatic to hit any kind of high number! I thought maybe things were looking up. Do you know that I figured out that I spent enough in the actual casino in 2022/23 to buy a very nice house in cash?! And never got a hand pay! Or even close! Now, I do realize that I am just a peon in your great scheme of things, and since I'm not a big spender or high limit player, my membership is insignificant! I realize you won't be affected either way, but it's nice to feel like you are significant. I'm so sorry I'm going on and on! I just want to get my point across, and I'm frustrated. Things have hit even more of a downward spiral! I have tried to reach out to people for help, but that has gotten me to this point. Most recently I was not getting my bonuses that it said I hit. I did live chat, all of the instances were escalated, and I'm always told I will get an email within 24-72 hours with a response. Out of all of these, including the referral ones, the only email response I have ever received is this last one, which makes me the most upset! I now can no longer add money to my account at all because clearly the person I talked to didn't really understand or pay attention to my messages. It started out that I couldn't withdraw my money because even though I have only used my debit card for probably a year now, for some odd reason it wouldn't let me withdraw to that, and was only letting me withdraw to my bank account which I no longer have. And it wouldn't let me delete the bank accounts either. So I literally told the guy that the ONLY thing I used now was the card ending in 7299. So , here's the ONE email response I've ever gotten...they did delete the bank accounts for me, and they also deleted and blocked the only card I use! So now I can't add money. Then when I try to inquire about that, the lady just kept asking what card I wanted removed. I NEVER wanted a card removed! Only the bank accounts! And it's still not taken care of, so I can no longer deposit! Then, the tip of the iceberg, I stayed at the MGM Grand Detroit Monday, April 1st and Wednesday, April 3rd. I didn't know that I had a comp room until after I paid the 1st. This is the very first one and only time I have ever had a room comped with you guys! So that's why the nights weren't consecutive. And I hate the $100 deposit. I mean I can understand it because some people just don't care when it's not their own. That is not me, but regardless, I never complain about paying it. However, I jokingly asked Wednesday if they could just use my Monday deposit seeing how I hadn't received it back yet. Obviously they said no. Well, it has now been 15 days since my Monday stay, and I still have not received my deposit back! Oddly enough though, I did receive my Wednesday one. Over a week ago! Well, I called the front desk Thursday the 11th, and spoke with Connie who told me I was waiting on the Wed. 3rd deposit and it could take 3-5 business days. Immediately after hanging up with her, I checked and realized she hadn't told me the truth. She tried to tell me it was the wed. one, and I already got that one which made it make even less sense! I decided not to call back right away, and give her the benefit of the doubt and wait another day. Still nothing. So I called back Friday afternoon, and Connie put me on hold for 25 minutes. I hung up and called back, and was amazed at how incredibly rude Connie was. She told me that she said it would take 7-14 business days and that's what she told me. I said "you did not tell me that! You told me 3-5! Now it's 7-14?!?!" I got, "Yup, that's what it takes okay?" I said that is not okay, and was hung up on! I know that this is very long, and again, I apologize! But i am so insanely apalled at the lack of consideration! And the praise that I have always given your company just completely upsets me now! I started going to Blue Chip casino in Michigan City, Indiana, and do you know that after a VERY short amount of time I received 10 comped rooms so far, including weekends! No blackout days! I receive $60 per week in free play at their casino, and I have always been treated with the utmost respect! After all the years and money I spent with MGM I'm just sickened at the insincerity! I hope that something changes because as of now I have no desire to visit your businesses again! And I can't deposit online even if I wanted to! And no one seems to want to help. Also, I tried to download my end of year statements of course to no avail! They all came in chinese letters! Oh yeah, and I moved up to pearl level which it states online, but in casino shows me still at Sapphire. And of course that can't be fixed either. :(