BetMatch Casino Complaints
BetMatch Casino Complaint Stats
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 (â 2bet-match.comâ / â 1bet-match.comâ )
Player ID: 305574907
Game Provider & Slot: Playson â 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 â [email protected]â 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.
Unresolved
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.
Unresolved
I signed up here because they are listed on AskGamblers. I placed two bets on a basketball match, and both won. At first they told me to verify my account. I sent all my documents, and after a long wait of 2 weeks, I finally passed verification. But they still refused to settle my bets.
When I contacted live chat, the live chat gave me a ridiculous answer: they claim the match is under investigation for "unsportsmanlike conduct" and that they can legally hold my money for up to 1,095 days (3 full years) before doing anything.
When I asked the live chat to show me where this "3-year rule" is in their Terms and Conditions, it couldn't answer and told me to email support. Iâve sent multiple emails since then, but they are completely ignoring me and won't reply.
On top of that, I went through their entire Terms and Conditions myself, and there is absolutely nothing in there that says they can hold a player's money for 3 years. They are just making up rules to avoid paying me.
This is totally predatory. You can't just steal a player's winnings for 3 years based on a rule that doesn't even exist in your T&Cs.
Unresolved
I already submitted the requested documents. After about a week, they asked for additional verification again, which restarted or extended the process even more.
Support only gives generic answers like:
âPlease waitâ
âVerification times are individualâ
âRepeated inquiries will not speed up the processâ
Nobody gives me:
a timeframe,
a real explanation,
or the exact status of my review.
I also asked multiple times for:
the legal operating company,
license number,
and a direct regulator verification link.
Support avoided answering directly and only kept telling me to âscroll the websiteâ even though I could not find any proper license number or verification page
Unresolved
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?
Resolved
8 days passed, and the money is still not in my bank account.
After several chats, they keep saying money has been sent.
They try to give me useless RRN and ARN numbers I can't do anything with, and their support is rude and helpless.
I am completely hopeless, they are not helping me at all, and I start to feel like they scammed me.
It's 495015 huf
Resolved
Unresolved
they promise 15 minutes- max 2 hours for the withdraw to netteler.
I have been waiting for 3 days. 2025.03.17 I initiated two payments
-21 330âHUF
17 March 2025, 16:39
-22 500âHUF
17 March 2025, 17:57
no matter how many times I write to them they tell me to wait.
they look completely stupid.
they say. they use an external payment department.
they don't know how long.
and how long to wait. well i've been doing this for 3-4 days.
and they don't say anything about how long to wait. it's outrageous that they are cheating the customer because they can't resolve the payment.
Resolved