Prepare your request so support can check a particular transaction, rule or decision. An emotional assessment cannot replace a request number and sequence of events.
Collect records before sending
Gather original documents and make separate copies for submission. Originals preserve context; you can conceal personal information in a public copy.
| Record |
What to keep |
How to use it |
| Transaction history |
Request number, amount, currency, date, time and status |
Connect the claim to the right payment |
| Statement or transfer confirmation |
Amount, date, recipient and transaction identifier |
Compare the money movement with the account record |
| Promotion terms |
Full text, title and date saved |
Check which rule applied when you participated |
| Restriction notice |
Reason text, date and available actions |
Identify the decision being challenged |
| Correspondence |
Messages from both sides, attachments and case number |
Trace promises, requests and replies |
| Game incident |
Game name, round identifier and error description |
Identify the event to investigate |
For a bank transaction, a statement is useful; for cryptocurrency, use the transaction identifier and network. Choose evidence for your actual transfer method, not one from another person's complaint.
Keep times in their original form with the time zone if one is shown. Ask support which time is used in account history so adjacent transactions are not confused.
Capture screenshots with context: the section name, status and request number matter more than a random balance fragment. If the screen changes, save new versions separately. Do not replace the original record with an edited image.
For a bonus dispute, retain the full terms, including restrictions. An advertising headline alone does not describe every ground for awarding or denying the bonus.
State a specific request
Base your request on what needs checking or correction: crediting a transfer, explaining a refusal, correcting a status or reviewing a restriction.
- Give the account and disputed transaction identifier in your private request to the operator.
- Describe events in order, separating your actions from support's responses.
- State the amount and currency if the dispute concerns money.
- Attach relevant records and explain what each attachment shows.
- State the outcome you seek and ask for the written basis of the decision.
- Ask for a case number and when to expect the next substantive reply.
Do not combine different claims into a vague “return everything.” If you dispute both a canceled bonus and withheld personal funds, identify each separately.
Suggested message structure for support:
Subject: dispute over transaction [number] dated [date].
Account: [identifier].
Events: [brief timeline].
Disputed outcome: [status, refusal or restriction].
Amount and currency: [value, if applicable].
Attachments: [list of records and what each shows].
I request: [specific check or correction]. If my claim is rejected, please identify the applicable rule and factual basis for the decision. Please provide a case number and a date for the next response.
Fill in your own details and remove inapplicable lines. This is a convenient request structure, not an official MatBet form.
Send it to the operator and keep the response
Send your request to [email protected] or through MatBet online chat. The channels and their purposes are described on the operator support page.
Keep the sent text, attachments and proof of submission. If the conversation starts in chat, ask for a written summary: what is being checked, what you need to do and when a reply is expected.
If asked for documents, confirm why they are needed and the verified private submission channel. Do not post identity documents in complaint comments.
If the withdrawal method changes, record what happens to the earlier request. Cancellation, refusal and return of funds to the player balance are different events; ask for an explanation of each change.
Follow up with the case reference
Follow up in the same conversation if an agreed deadline passes or the reply does not address the dispute.
Give the case number, date of the previous reply and the unresolved question. Rather than copying the full history, identify the promised action that has not happened.
If support cites a rules breach, ask for the clause and how it applies to your transaction. If no time frame is given, request one. Do not treat the waiting time from someone else's complaint as a binding deadline for your case.
At the end, compare the outcome with your original request. Crediting a prize, restoring login and receiving money are separate results. Mark the case resolved only after verifying the action you needed.
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