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 support@bet-match.io 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.
Complaint Details:
I am filing a brand new complaint against BetMatch Casino (2bet-match.com / License #0000129). This complaint is specifically regarding the casino's systematic attempt to mislead the player through completely contradictory and shifting stories across multiple live chat sessions.
Casino Name: BetMatch (2bet-match.com)
License: Tobique Gaming Commission #0000129
Player ID: (Ide írd be a játékos-azonosítódat)
Disputed Amount: 317,770 HUF
Detailed Timeline of Casino Misconduct:
1. Initial Claim: Following a technical glitch during my session on Playson's Coin Strike slot, my balance vanished. When I first contacted live support, the representative claimed I played through my funds placing 4,000 HUF bets.
2. Changed Narrative: When I questioned this explanation, a different representative completely changed the story, claiming I raised my bet sizes to 5,000, 7,500, and 10,000 HUF.
3. Chronological Impossibility: I initiated contact with live support immediately when the game crashed. It is logically impossible that I was actively placing high-stakes bets on the slot game at the exact same moment I was in the chat asking where my balance went.
4. Denial of Licensing Details: When I explicitly asked support which regulatory body or external authority I could appeal to, the support agent officially stated: "Unfortunately, we do not have such information regarding your question". (I later had to find their license details myself).
5. Stonewalling & Threats to Close Chat: When confronted with these obvious chronological discrepancies, the support agent refused to clarify, refused to provide the official server-side spin log, and threatened to end the conversation.
Conclusion & Requested Outcome:
The casino's support team is fabricating different explanations in every session to cover up a technical error. I demand that BetMatch Casino submit the official, unedited server-side game provider (Playson) logs to the complaint team, or immediately restore my 317,770 HUF balance.
Full screenshot evidence of every contradictory response is attached.
BetMatch Casino Complaint Stats
BetMatch Casino Complaint Summary
Screenshot
