BetMatch

VISA



> According to Betmatch’s Terms & Conditions (Section 4.6.2), identity and age verification must be completed before a Customer’s first withdrawal, upon reaching cumulative deposits of EUR 2,000, or within 30 days of the first deposit, whichever occurs first.

> In my case, I have been an active player for approximately one year, with multiple successful withdrawals, and the KYC verification was only requested after I attempted to withdraw 3,000,000 HUF.

> This clearly violates the platform’s own rules and demonstrates selective KYC enforcement, applied only after a large withdrawal attempt rather than according to the standard policy.”

Dear Casino Guru Team,



Thank you for taking the time to review my complaint and for providing your response. I appreciate the effort you have put into examining my case.



However, I would respectfully like to clarify an important detail that may not have been fully considered in the evaluation.



After my withdrawal request of 3,000,000 HUF was rejected due to KYC verification, the withdrawal function on my account became completely unavailable. I was not able to submit a new withdrawal request while the verification process was ongoing. At the same time, the platform still allowed gambling activity and deposits.



This effectively created a situation where I could continue playing with the balance but was unable to secure any of the funds through withdrawal. Because of this, the balance was exposed to risk without any possibility of withdrawing it until the KYC process was completed.



In addition, I would also like to point out Section 4.6.2 of Betmatch’s Terms and Conditions, which states that identity verification must be completed before the first withdrawal, upon reaching cumulative deposits of EUR 2,000, or within 30 days of the first deposit, whichever occurs first.



In my case, I had been an active user of the platform for approximately one year and had already completed multiple successful withdrawals before this incident occurred. The KYC verification was only requested after I attempted to withdraw a large amount, which appears inconsistent with the timing requirements stated in their own Terms and Conditions.



Because of these circumstances, I respectfully believe that this situation may represent selective KYC enforcement and an unbalanced account restriction, where withdrawals were blocked while gameplay remained available.



For this reason, I kindly ask if my case could be reconsidered in light of these additional details.



Thank you again for your time and assistance.



Kind regards,

▇▇▇▇▇▇▇▇▇▇▇

Hi ▇▇▇▇▇▇ - welcome to CasinoReviews.com!

Please read our Complaint Guidance and Complaint FAQs to ensure that you fully understand how our complaint management process functions.

As this report will ultimately be published, your username cannot contain information that could be used to identify you, like parts of your name, your date/year of birth or email address. Could you please pick a new username and we'll change it for you?

Sadly, there's nothing we can do for you in this situation.

Any business you interact with will have to conduct KYC at various stages in your account journey. Different requirements will become relevant at different stages, and some may have to be repeated. Where the business is being asked to engage a payment to you, especially larger payments, this is likely to cross thresholds that require further KYC checks.

The laws around KYC checks do not require the business to prevent you from engaging with their service whilst the checks are ongoing. Only that they not process payments to you.

This does not represent a problematic imbalance, unless the player feels that they are not able to manage their own interactions with gambling. But in this case, there are other tools that the player can engage with to restrict their access to further gambling whilst the KYC process is concluded.

Finally, it seems apparent from your submission that you have played with and lost these funds already. While we may be able to support you in cases where there are problems with a withdrawal, we cannot recover funds that you have chosen to risk and lost. Otherwise any player who experienced a withdrawal delay could then play without risk, knowing that if they lost they could insist on a refund.

You may find the free Responsible Gambling app BetBlocker useful. It allows users to restrict their internet capable devices from accessing over 340k gambling operator websites for between 24 hours and 5 years.

You can also find information on the various support agencies available to support you in your country in the Responsible Gambling Directory.

Sorry we cannot be of further help.

CasinoReviews.com Complaints Team

Found for the Operator - This player has played with and lost their funds before contacting our team. As such there's nothing we can do to assist them

Dear ThePOGG Dispute Team,



I am submitting this formal complaint regarding the handling of my withdrawal request and account restrictions on the Betmatch platform. I have been a registered user for approximately one year and during this period I have successfully completed multiple deposits and withdrawals without any verification issues.



On March 6, 2026, I accumulated total winnings of approximately 9,300,000 HUF from multiple games. Immediately, I initiated a withdrawal request for 3,000,000 HUF to secure a portion of my winnings.



The withdrawal was initially accepted and moved to pending status, but approximately 20 minutes later it was rejected with the explanation that additional KYC verification was required. From that moment onward, the withdrawal function on my account became disabled, preventing me from securing my funds.



During this time, the platform continued to allow gambling activity and deposits, creating a situation where funds could be lost through gameplay but could not be withdrawn.



This raises several serious concerns:



1. Delayed / selective KYC verification – my account had been active for a year with previous successful withdrawals, and the verification requirement appeared only after a large withdrawal was requested.
2. Unbalanced restriction / one-sided account restriction – withdrawal was blocked while gameplay and deposits remained available, exposing my funds to unnecessary risk.
3. Legitimate expectation – the system initially accepted the withdrawal in pending status, creating a reasonable expectation that it would be processed normally.
4. Fair dealing and reasonable operation – the combination of accepting the withdrawal, then rejecting it, while keeping other account functions active, is inconsistent with fair and reasonable platform practices.





Based on the above, I respectfully request:



- Compensation of at least 3,000,000 HUF, representing the withdrawal I had already attempted to process.
- Consideration of the circumstances surrounding my total winnings of approximately 9,300,000 HUF, as the restrictions applied by the platform placed my funds at risk.





I have preserved documentation and screenshots supporting:



- The withdrawal request and its pending status
- The rejection message referencing KYC verification
- Withdrawal disabled while gambling and deposits remained active





I am submitting this complaint in good faith and hope that this matter can be resolved fairly and promptly.



Thank you for your attention and consideration.



Sincerely,

▇▇▇▇▇▇▇▇▇▇▇▇▇

BetMatch - One-Sided Account Restriction and Delayed KYC

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