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.