On January 23, 2026, I deposited about $66 into the Betmatik online gaming site licensed by curacao-egaming.com. While playing the Amusnet provider’s Candy Palace Christmas Edition game, I hit a jackpot worth approximately $10,722. As I continued playing, my balance dropped from around $11,970 down to $10,755. Shortly afterward, I tried to get information about withdrawal methods through the site’s live support chat. The operator I spoke with told me I needed to wait. Then I was informed that the balance showing $10,755 in my account would be updated to $1,528, that $9,946 of the balance would be completely removed, and that I could only withdraw the remaining amount.
I clearly explained that I had not made any withdrawal request and that I did not want my balance reduced or to make a withdrawal — I wanted to continue playing. Despite this, they did not process any withdrawal for me and the live support session ended. When I carefully reviewed the site’s rules, I found no clause stating that winnings exceeding 25 × the deposit would be removed or that my balance could be unilaterally reduced in this way.
Additionally, I have all the evidence, including screenshots of the live support conversations and the emails I sent. During this process, I sent emails to co*[email protected] and to the Betmatik site requesting that the $9,946 they attempted to remove from my account be paid to me, but I have received no reply. I feel that I have not been properly addressed by either the license provider or the site.
I request that Betmatik pay the full amount of the $9,946 balance that was attempted to be removed instead of arbitrarily deleting my winnings, and that my full account balance be correctly reflected in my account. I also want the grievance I experienced to be investigated and that I receive a written explanation about this matter.
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