Complaint #8 BetMatch Casino

They don't want to verify me and declined withdrawal

By Adam M.

11 months ago

The website is okay, and I had a good time playing. BUT!
I wanted to withdraw money, and they don't let me. (387.000 HUF!!!)
They don't want to verify my account, and ask for new and new documents. For 2 weeks now, they are sitting on my verification request.
I really wanted to continue playing here, but now I stopped completely until they do something.

They asks for documents that were already sent in...
They refuse to pay out my money.
Sad experience for me.

I'll update this if something happens. For now, I can't recommend depositing any money on their site.

Any idea how to make them complete my verification?

Disputed Casino BetMatch Casino

Reason Verification issues

Amount Ft387000

Discussion

AskGamblers

• Support Team

11 months ago

Dear all,

As apparent from the submitter's latest post, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.

MiliczAdam

• Hungary

11 months ago

UPDATE: The verification is completed after nearly 3 weeks. After this I tried to withdraw and got the money to my bank account. Turned out to be a great story.

MiliczAdam

• Hungary

11 months ago

Still nothing. No verification, no answers.
Can not access my own money.
What should I do?

AskGamblers

• Support Team

11 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.

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.