Player experiences · Reviews · Support
Waiting for a withdrawal, dealing with a lengthy verification or missing a bonus credit? We can help with unresolved account enquiries. To investigate, we need your account ID and details of the transaction or issue. Want to share your experience publicly? Our Trustpilot profile welcomes both positive and critical reviews.
For adults aged 18 and over.
Trustpilot has hidden our profile's overall rating following a breach of its guidelines and removed fake reviews.
If your question concerns withdrawals, verification or a blocked account, we need the details of your specific case. A public review alone is not enough to resolve a payment issue or account restriction.
Read reviews on TrustpilotTell us the transaction reference, amount, currency, withdrawal method and when you submitted the request. A screenshot of the withdrawal status can help us identify the transaction. Processing may depend on the payment method, payment provider and any outstanding security checks. We cannot guarantee a fixed processing time for every withdrawal.
Has the money left your payment account without being credited to your casino balance? Send our support team your payment receipt and transaction reference, along with the amount, currency and time of payment. Also tell us whether your payment provider shows the transaction as completed, pending or reversed.
Tell us when you submitted the requested documents and what response you received. If a document was rejected, include the exact reason given. Ask which document is still needed rather than resending the same files without checking first.
A security review may lead to a temporary restriction. Give our support team your account ID and the exact message displayed. If you are already in contact with our security team, include the previous correspondence. Do not open another account to bypass the restriction.
Was your bonus not credited, wagering not counted or bonus winnings deducted? Tell us which promotion is affected and what amount or game round you believe is missing. For an individual round, the game name, time and round ID are useful if available.
For a deposit bonus, we also need the deposit amount and activation time. Include the bonus notification you received. You can find the eligibility and wagering rules for each promotion on our bonus page.
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Even after identity verification, there may be outstanding questions about a payment or the source of funds used. If a further document request is unclear, refer to the relevant message and the documents you have already submitted in your reply. This helps our team establish what is still required.
Use the submission method specified by our team for requested documents. If an account restriction prevents you from using it, explain this in your reply.
Login and account helpIf support has not resolved your issue, you can make a written complaint. Explain what happened, what response you have already received and what resolution you are seeking.
Include your name, address and place of residence, account ID and the date of the incident. For payments, provide the transaction reference; for sports bets, include the bet slip number.
Include relevant screenshots, payment receipts and previous correspondence. We do not need your passwords or verification codes. We may request further documents if needed for the investigation.
Contact [email protected] first. If the issue remains unresolved, submit your formal complaint in English. You can only submit a complaint about your own registered account.
Complaints can generally be submitted within six months of the incident or bet settlement. For live bets, you should get in touch as soon as possible. For general complaints, we acknowledge receipt within one week and respond within four weeks. If more time is needed, processing may be extended once by a further four weeks, provided you are notified in writing beforehand.
You will receive a final written response. If the internal process does not resolve the issue, the case may be referred to an independent dispute resolution body. We prioritise enquiries involving self-exclusion and at-risk players.
You can post about your experience on Trustpilot, whether positive or critical. Be as specific as possible about what you personally experienced. If your case is still open, contacting us directly as well as posting a review helps, because we need your account details to investigate.
Trustpilot has hidden the overall rating on our profile following a breach of its guidelines and removed fake reviews. You can still read individual player reviews on our Trustpilot profile.
You can submit a written complaint. Explain what remains unresolved despite the response you have received and what outcome you are seeking. Attach previous correspondence and supporting evidence for the issue. Submit your formal complaint in English.
There is no single processing time for all withdrawals. The payment method, processing by the payment provider and any security review may affect the time taken. For a pending withdrawal, our team can help if you provide the transaction details.
Yes. You can also criticise ColdBet on Trustpilot. Describe your own experience and distinguish what happened from your personal opinion. A public review does not replace a formal complaint or extend the deadline for submitting one.
A review alone will not lift an account restriction. Contact our team directly with your account ID, the message displayed and any previous correspondence. Do not publish login details or identity documents.
Contact [email protected] first. If your issue remains unresolved, submit a formal complaint in English with your contact details, account ID, date of the incident and a detailed description. Relevant evidence and previous correspondence will help with the investigation.
For general complaints, we acknowledge receipt within one week and respond within four weeks. We may extend this by a further four weeks if we notify you in writing beforehand. These response times apply to complaints, not withdrawals.
Send account and payment details directly to our support team. Copies of identity documents, full payment details, passwords and verification codes do not belong in a public review.
If gambling is causing problems, your safety comes first. Do not keep playing to recover losses. Contact our team if you need a time-out or self-exclusion. You must not open another account to bypass an existing exclusion. Our services are for adults aged 18 and over only.
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