Complaint #16 BetMatch Casino

admitted the facts but refuses to pay

By Márk O.

3 months ago

I am filing a formal complaint against Betmatch for a wrongful settlement of Bet ID: 163.
I bet on the interval 16:00 - 19:59 (Portugal vs Uzbekistan) for a Goal to happen first. A goal was scored in the 17th minute. Betmatch settled it as lost, claiming a "foul" happened first.When I challenged them, Betmatch Support sent me the following official explanation:"According to the match protocol, the foul occurred earlier, and the game was officially resumed from this set piece, after which a goal was scored."By their own admission, Betmatch explicitly states that the foul occurred earlier (which was in the 14th minute, completely outside the 16-20 min interval). The resumption of play from a free-kick is not a new foul. Therefore, the very first event that occurred inside the 16-20 minute interval was the goal .Betmatch is using a ridiculous logic to steal my winnings, claiming that executing a prior free-kick counts as a "foul" in the current interval. Since they admitted in writing that the foul was earlier, my bet is factually a winner.
I demand my full cash payout which is 21000 Ft.

Disputed Casino BetMatch Casino

Reason Other

Amount Ft21000

Discussion

AskGamblers

• Support Team

3 months ago

Dear BetMatch Casino,

Please let us know if there are any updates regarding this ongoing complaint.

Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.

AskGamblers

• Support Team

3 months ago

Dear all,

This complaint has been reopened as per the submitter's request and the AskGamblers Complaint Team would like to give it one more try and help both parties involved in the dispute reach a satisfactory resolution.

BetMatch Casino Complaint Stats

Resolved 3 / 7

Avg. Amount $1,199

Avg. Complaint Duration 4 days

Avg. Response Time 2 days

BetMatch Casino Complaint Summary

Most user complaints about this operator fall under the Payment category.

So far, 3 out of 5 complaints in this category have been resolved.

This operator's average complaint duration is 4 days, while the average duration across all operators is 8 days.

BetMatch Casino Complaints

See all complaints for this casino

Unresolved Lost Balance Refusal to Provide Game Logs Betmatc

I am submitting a complaint against Betmatch Casino regarding an unresolved issue with a vanished account balance following a technical disconnection, and the operator's refusal to provide game history/spin logs.

Event Timeline & Details:

Casino: Betmatch (⁠2bet-match.com⁠ / ⁠1bet-match.com⁠)

Player ID: 305574907

Game Provider & Slot: Playson – Coin Strike XXL: Multicoin

Date & Time: October 11, 2026, at 02:39 AM CEST

Disputed Amount: 317,770 HUF

What Happened:

On October 11, I deposited 30,000 HUF and was playing Coin Strike XXL: Multicoin. At 02:39 AM, following a 120,000 HUF win, my total account balance reached 317,770 HUF (as clearly visible in the attached screenshot).

Immediately after this round, the game session crashed with a "session expired" error message, and I was abruptly logged out. When I was able to re-access my account, my entire balance of 317,770 HUF had vanished.

Communication with Casino:

1. Live Chat (Ticket #144103380): Support agent "Artem" acknowledged that my balance reached 317,770 HUF at 02:39 AM, but claimed I continued playing and lost the entire amount. When I asked for my game history/spin logs to verify this claim, the agent explicitly refused, stating: "It is not possible to provide your account history on our website".

2. Email Support: I sent a formal complaint to ⁠[email protected]⁠ requesting game logs. Agent "Eugene" responded with an evasive template message stating that the prize was credited and no separate notifications are sent, completely ignoring my request for spin logs and explanation of the session crash.

Conclusion & Requested Resolution:

Betmatch is operating under the Tobique Gaming Authority (License No. 0000129). As a licensed operator, they should provide complete game logs upon request to prove any gameplay. I did not play away this balance; it disappeared due to a technical error during disconnection.

I request Betmatch to either:

1. Provide the official server spin logs for my session between 02:39 AM and 03:00 AM on October 11.

2. Restore / credit the missing 317,770 HUF back to my account balance.

I have attached all evidence including screenshots of the balance at 02:39 AM, live chat transcripts, and email responses.